According to an IDC report, consumers in the Asia-Pacific region are expected to spend $32 billion by 2028 through AI agents on their smartphones for shopping. This shift highlights AI’s crucial role in providing highly personalized customer experiences, enabling businesses in the region to differentiate themselves in competitive markets.
AI-Driven Strategies to Transform Customer Experience and Business Operations by 2028
Customer experience (CX) executives are expected to adjust their strategies by integrating AI-driven approaches into their campaigns. In a market with indistinguishable products and services, tech-driven CX enhancements have long been a priority for Asia-Pacific retailers. Abhishek Kumar, associate research director at IDC Asia/Pacific, notes that businesses face the challenge of refocusing IT and digital initiatives to improve operational efficiencies. To address this, many are turning to AI to modernize their data infrastructure and adopt a holistic experience-orchestrated (X-O) approach, which creates value for all stakeholders, not just customers.
By 2028, the report predicts that 40% of CX vendors will shift to new, outcome-based pricing models, enhancing transparency around AI investments and improving their monetization. As AI integration progresses, human-in-the-loop approaches will reduce, and 25% of CX teams will create new roles focused on AI governance.
A2000 Companies to Restructure Teams for Growth and Efficiency by 2028
By 2028, 30% of A2000 companies are expected to restructure their customer-facing teams under a Chief Revenue Officer (CRO) to focus on referral growth and cost control, optimizing CX outcomes. This AI-driven evolution in customer experience will support businesses in maintaining competitiveness while improving customer engagement and operational efficiencies across industries.
