Tech Adop­tion Dy­nam­ics in APAC: For­rester In­sights for 2018

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Tech spend­ing in In­dia will grow by 12% in 2018. This is ac­cord­ing to For­rester’s lat­est In­dia tech mar­ket outlook. We ex­pect en­ter­prises to be­come cau­tious in 2019, which will pull back the growth rate. Soft­ware spend­ing will rise sharply in In­dia, likely to be about 11% of the coun­try’s tech spend­ing in 2018. While it is usu­ally 20% or more in de­vel­oped econ

omies, this cat­e­gory will con­tinue to rise at a sig­nif­i­cantly higher rate than over­all In­dian tech growth in the com­ing years. Hard­ware ex­pen­di­tures will con­tinue to slow, with in­ter­est in pub­lic cloud adop­tion grow­ing.

Ma­jor­ity of com­pa­nies in Singapore and Hong Kong are still in early stages of dig­i­tal trans­for­ma­tion. Ac­cord­ing to a For­rester sur­vey which eval­u­ates the ma­tu­rity level of dig­i­tal trans­for­ma­tion ini­tia­tives against 15 key prac­tices in five ar­eas of com­pe­tency, the av­er­age score of com­pa­nies in Singapore and Hong Kong is 17 out of 60, in­di­cat­ing that the vast ma­jor­ity of com­pa­nies are still in the early stages of dig­i­tal trans­for­ma­tion. Dig­i­tal lead­ers in Singapore and Hong Kong lack dis­ci­pline and rigor to en­sure scal­a­bil­ity and drive speed.

Qual­i­ties of top CX brands in Aus­tralia. Ac­cord­ing to For­rester’s 2017 CX In­dex, Bendigo Bank and ING Di­rect lead CX amongst the banks, while The Good Guys and Ko­ lead­ing amongst re­tail­ers in the coun­try. For­rester also in­ter­viewed CX lead­ers at brands who per­formed well, which found that elite brands em­brace cus­tomer ob­ses­sion and im­ple­ment cus­tomer-cen­tric ap­proaches in ev­ery pos­si­ble facet of the busi­ness. Con­tact us for a copy of this re­port which de­tails what else th­ese firms have in com­mon.

The state of se­cu­rity bud­gets in 2018. The re­port com­pares bud­gets of se­cu­rity de­ci­sion mak­ers across firms that spend any­where from 10-30% of their over­all tech bud­get on in­for­ma­tion se­cu­rity tech­nolo­gies. Or­ga­ni­za­tions that re­port less breaches are not more se­cure; rather, lower bud­gets limit the abil­ity of an or­ga­ni­za­tion to un­der­stand its true se­cu­rity pos­ture. That said, those spend­ing more than 30% of their bud­get on se­cu­rity im­plies a pre­vi­ous breach. Lessons from the world’s most no­table pri­vacy abuses and se­cu­rity in­ci­dents. For­rester an­a­lyzed the lessons learned from the world’s most high-pro­file pri­vacy and se­cu­rity in­ci­dents in 2017 and found that busi­nesses need to fo­cus on the im­pact of a breach and how they can be avoided in fu­ture, rather than fo­cus on the fig­ures and fines. Con­tact us for a copy of this new re­search. 2018 cus­tomer serv

ice and CRM trends. In the age of the cus­tomer, good cus­tomer ex­pe­ri­ences are the only sources of com­pet­i­tive dif­fer­en­ti­a­tion. In two sep­a­rate re­ports pub­lished in Jan­uary, For­rester’s Kate Leggett ex­am­ines the top 10 cus­tomer ser­vice trends and top 5 CRM trends in 2018.

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