Tech Adoption Dynamics in APAC: Forrester Insights for 2018
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 Kogan.com 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.