14 Expert Predictions on Winning in 2022: CX, Hybrid Work, Hyperautomation, Ecosystems, and AI

How should we look back at 2021 and 2020, and how should we think about what’s critical to win in 2022? I believe we’re at the inflection point defining what digital transformation 2.0 will be about over the next five years. But before I share this with you in an upcoming post, I wanted to see what some experts are predicting for 2022.

The predictions fall into several categories that have always been critical to digital transformation, like personalizing customer experiences. Others are ripples from the pandemic, including supporting talent, hybrid working, and enabling hyperautomation. And then, there are a few that point to a future of API-driven ecosystems and democratizing AI.

2022 Predictions: Customer Experience, Hybrid Work, Hyperautomation, Ecosystems, AI - Isaac Sacolick

Welcome to 2022. I’m hoping this inflection year will lead to growth and acceleration over the years to come. Are you ready to drive digital transformation?

Personalize the Customer Experience

1. “In 2022, expect CX and core marketing KPIs to evolve quickly from today’s outdated models, which don’t fully take into account the digital world. The pandemic has changed the habits of consumers, who are increasingly online, and marketers must develop new ways to assess the long-term effectiveness of marketing campaigns based on first-party data and identity. Finally, the end of third-party cookies will require experimentation and new expectations as these shifts will ultimately force a change in thought, technology, and measurement going forward.” - Bill Bruno, CEO at D4t4 Solutions

2. “Hyper-personalization will become a competitive differentiator in 2022. As the world becomes increasingly digital, customers will expect experiences that are tailored and can adapt to their needs and desires in the moment. Applications need to take advantage of AI versus executing simple rules.” - Tim Srock, CEO of Mendix

Extend Talent and Hybrid Working Culture Changes

3. “The most experienced subject matter experts will be identified, and great length will be taken to capture their expertise and make it transportable and shareable. The concept of ‘heroes’ will no longer be viewed as a good thing. In fact, the existence of technical heroes will be a red flag for higher business risk as those heroes are short in supply and (due to the pandemic) may consider other life choices. Technologies will be sought that allow these experts to codify their expertise and allow it to be applied in perpetuity and shared globally by others.” - Song Pang, SVP customer engineering, NetBrain 

4. “A workload that feels unmanageable is one of the leading causes of stress in the workplace, and employees are 70 percent less likely to experience burnout if they have enough time in the day to handle their tasks. With more than half of U.S. workers feeling burnout over the last year, employers will make strategic changes in 2022 to free up employee time. In addition to more flexible working hours and fewer meetings, more companies will automate routine tasks within their work software tools, such as automatically sending emails, texting customers, uploading assets to advertising channels, and more. This can save employees up to three hours per day to focus on the work that matters most.” - Daniel Lereya, Monday.com

5. “Talent becomes the biggest barrier to growth for tech companies. The labor shortage – combined with high demand for tech skills and an influx of capital into services – means businesses are going to battle it out for the talent they need to hit growth targets. Attrition rates will be 2-3x higher than they were coming into the pandemic.” - Chris Barbin, Tercera

6. “The human element is the culprit behind 85 percent of all cybersecurity breaches. Yet, I believe the success rate of cyber attacks on businesses will decrease in 2022 but remain above the pre-pandemic levels. Predicting the opposite may seem counterintuitive after two years of exponential growth in cyberattacks. But security issues appeared on the radar for many companies, possibly enough to compel many to invest in cybersecurity. The forecasted retreat of the pandemic will lead a part of the workforce to return to the office or adapt a hybrid form of work instead of full WFH. This will reduce potential access points for hackers. Meanwhile, those who opt for permanent remote work will have had the time to address the security issues overlooked in the rushed transition from offices.” - Tom Okman, Nord Security

Enable the Future of Work with Hyperautomation and Self-Service Tech

7. “Self-Service and Process Automation are starting to peak now, but these are going to get stronger as CIOs look for ways to improve consumer, partner, and developer experience and streamline processes. For example, health plans are currently having to scale solutions to meet the demands of the Interoperability Rule, 21st Century Cures Act. The challenge is extensive, from enabling self-service connectivity, providing robust security and audit, to scaling up to meet a difficult-to-estimate traffic volume. Self-service and automation are the clear answer to minimizing the impact on staff and systems.” - Ruby Raley, Axway.com

8. “CIOs need to get in front of their architecture: More and more, automations are being driven by business users vs. IT. With the resurgence in no-code/low-code apps and platforms, the typical business user is becoming savvier in the world of tech. In 2021, we found that the percentage of users with a business title under the likes of business operations or product management made up nearly 50% of our users. We’ll start to see this trend take off next year, but CIOs must have their architecture set up to meet new requests from these folks. They will inevitably push to have a new tool added to the company’s tech stack with their new know-how, so I recommend they follow a GEARS framework to empower them in the best way: Govern, Enable, Adopt, Run, Scale.” - Carter Busse, CIO, Workato

9. “Video and voice will become critical for team collaboration. There will be an increasingly tight integration of messaging and group collaboration into our daily activities. Enterprises will accelerate their shift from dependency on a single company for their messaging needs, as real-time collaboration and engagement become even more of an imperative in the new work environment.” - Gabriel Engel Rocket.Chat

Accelerate Digital Transformation Through API-driven Ecosystems

10. “B2B integration and collaboration will accelerate its digital transformation built on the backs of APIs and the cloud. Because cloud-native and API-first approaches have matured to an open everything architecture, the time and cost to innovation through partnerships and collaboration has significantly decreased. Furthermore, as the enterprise surface area is API-centric, more innovation is unlocked by unbundling and re-bundling offerings and supply chains across industries and verticals. Significant investment and start-up growth in B2B offerings for travel and logistics, warehousing, manufacturing, lending, insurance, and boutique retail. We won’t be talking much about GraphQL come the end of 2021. REST will continue to reign supreme.”  - Vince Padua, Axway

11. “To create cohesive experiences across modalities and contexts, businesses will increase their use of out-of-the-box APIs that can easily connect disparate systems and data sources. Developers will appreciate the speed with which they can connect core systems of record and deliver what customers actually want, such as recognizing the customer at every point in their journey and providing contextually relevant experiences.” - Tim Srock, Mendix

12. “Developers will use more APIs in 2022 than ever before. Digitalization strategies will be more important than ever before, and APIs are driving digital transformation. According to recent research from RapidAPI, 71% of developers plan to use more APIs in 2022 than in 2021. In 2022 we will see a shift from digital transformation to digital acceleration. As most companies already have digital transformation efforts underway, it will become more about how companies can continue to innovate. “ Iddo Gino, CEO and founder, RapidAPI 

Enable AI with Distributed Databases and MLOps

13. “Enterprises are eager to leverage AI to improve business outcomes. But as they gather massive volumes of data, they face challenges in extracting the right data mainly because of legacy databases and data silos. This will exponentially change next year as more enterprises begin to employ next-generation databases that can scale across their infrastructure and deliver the unified insights needed to support AI.” - Max Liu, PingCAP

14. “The AI market is expected to blow past $500 billion by 2024 - next year is bound to be the stepping stone toward the rise of AI implementation in software development. For one thing, AI will alter how code is written, updated, and released - DevOps will become increasingly automated and responsive with developers becoming a prime persona for vendors.” - Jonathan Grandperrin, CEO of  Mindee      


No comments:

Post a Comment

Comments on this blog are moderated and we do not accept comments that have links to other websites.


About Isaac Sacolick

Isaac Sacolick is President of StarCIO, a technology leadership company that guides organizations on building digital transformation core competencies. He is the author of Digital Trailblazer and the Amazon bestseller Driving Digital and speaks about agile planning, devops, data science, product management, and other digital transformation best practices. Sacolick is a recognized top social CIO, a digital transformation influencer, and has over 900 articles published at InfoWorld, CIO.com, his blog Social, Agile, and Transformation, and other sites. You can find him sharing new insights @NYIke on Twitter, his Driving Digital Standup YouTube channel, or during the Coffee with Digital Trailblazers.