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TECH SUPPLIER Sep 2019 - IDC Survey Spotlight - Doc # AP45560719

How Will Enterprises Improve Customer Experience and Engagement?

By: Gina Smith, PhDResearch Manager

Abstract

This IDC Survey Spotlight highlights and analyzes the initiatives Asia/Pacific (excluding Japan) (APEJ) organizations plan in order to improve customer experience and engagement.

The survey results are tabulated from IDC's annual 2019 Asia/Pacific Software Survey. In it, more than 900 CIOs and line-of-business (LOB) decision makers in APEJ responded with business and IT insights into the priorities, trends, preferences, and challenges such end-user organizations face as they undertake software-related initiatives. These include agile development, DevOps adoption, open source software, microservices, application containerization, big data and business analytics, as well as enterprise applications (e.g., enterprise resource planning [ERP], customer relationship management [CRM], talent management, customer experience, and enterprise mobility).


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