target audience: TECH SUPPLIER Publication date: Jul 2023 - Document type: Market Forecast - Doc Document number: # JPE50537623
Japan CX/CRM Applications Forecast, 2023–2027
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Abstract
This IDC Market Forecast presents the actual revenue for the Japan customer experience (CX) software and customer relationship management (CRM) applications market in 2022 and the forecasts from 2023 to 2027.
"For the Japan CX software and CRM applications market to continue to grow, it is important for IT suppliers to establish a comprehensive support system for the shift to the Future of Customer Experience model, and provide assistance in formulating the generative AI use and governance in preparation for the standardization of CX operations and user experience (UX), support for collaboration of frontline operations that does not fall into point-by-point optimization, and support for data utilization, purpose formulation, and utilization of human resources to establish a customer feedback loop," says Saki Ohta, senior market analyst, Software and Services, IDC Japan.