Singapore – A new report from IDC has predicted that by 2028, consumers will spend $32b via AI agents that run independently on their smartphones to programmatically shop for goods, services, and considered purchases. It also highlighted that CX executives will adjust their business strategies based on such initiatives and seek to incorporate a more AI-infused approach in their campaigns.
It also highlighted that around 40% of CX vendors will shift to new, outcome-based, pricing models making the value exchange for their clients more transparent and improving the monetisation of their AI investment.
Moreover, as AI implementations scale, human-in-the-loop approaches will be eliminated, resulting in 25% of CX teams creating new, dedicated roles for the systemic governance of AI by 2028.
The report also predicts that seeing value in referral growth and in controlling costs, by 2028, 30% of A2000 companies will have restructured and aligned their customer-facing teams under a CRO to optimise CX outcomes.
Lastly, around 20% of B2C A2000 companies by 2028 will enable real-time IoT-product data to notify customers of future failures, issue resolution recommendations, and help customers self-solve proactively.
Abhishek Kumar, associate research director and head of AP Enterprise Applications & CX at IDC Asia-Pacific, said, “Tech-driven CX enhancements have always been AP retailers’ top go-to differentiator in a highly commoditised market with indistinguishable products and services. A key challenge for them is to refocus IT and digital initiatives to improve operational efficiencies. Many look to AI to modernise and unify their underlying data infrastructure, breaking down existing organisational silos, moving towards a holistic experience-orchestrated (X-O) approach that creates meaningful value for all key stakeholders and not just customers.”
