8 channel technology predictions for 2022

Numerous businesses have been turned on their heads during the COVID-19 pandemic. Whilst some argue there has been a fundamental shift in digital thinking, others claim that the pandemic was the catalyst needed to make organisations adopt changes they have long known they needed to make. Technology has, of course, been instrumental throughout the accelerated digital transformation we have been seeing. But as we move into the ‘new normal’ what are the areas of technology that the channel should be concentrating on over the next 12 months? Tim Pitts, Senior Partner at Agilisys offers his eight predictions.

  1. IT’s changing role

2022 will be the year that the job of the CIO firmly moves away from just looking after the infrastructure. Coupled with this, to not only survive but thrive, organisations will need to put technology leaders on the board. This is because they can’t pivot effectively without having digital leadership properly challenging the business to re-think.  

  1. The next phase of RPA 

Many organisations have already adopted robotic process automation (RPA) to remove time-sapping tasks from staff to allow them to focus on more experiences that will cultivate customer loyalty. However, in 2022, data and risk management will become a core driver of RPA. Because bots are not going to deviate or do anything other than what they're expected to, there's a direct risk mitigation aspect to their role. Therefore, organisations will move tasks where the historical risk of human error is high to RPA. 

  1. Improving customer experience

With the increasing power of technology, being able to connect services, data and customer interactions is just a small part of what is possible. In 2022, organisations will look at how they can leverage the data they've got on a customer to make their life simpler across the entire customer journey. They will use tools at their disposal to create a digital experience that consumers today expect. 

  1. Using technology to predict, pre-empt and pre-authorise  

In 2022, digital leaders will use the information they have to better understand where demand is coming from. Whilst demand has undoubtedly shifted, supply has shifted too. There have been widespread supply issues that have required organisations to be more agile than ever before. This will continue into 2022. Businesses will need to use the data at their fingertips to accurately predict, pre-empt and pre-authorise processes within the business to ensure that they can continue to compete. 

  1. Better harnessing the power of data 

Think about the world of IoT and in-home tech solutions like sensors. By harnessing the power of these data sets, a healthcare business could theoretically cut the number of adult social care workers, allowing a fundamental shift in the skillsets required within these teams. In many industries, this couldn’t have come at a better time.

  1. Improving staff wellbeing 

Never has there been a better time to identify and measure where the biggest problems are and address them urgently. In 2022, technology will increasingly be used to help. One of its main benefits is that it takes the emotion out of the equation. It is far easier for businesses to remain objective and respond to the issues that have been identified as causing problems for the general productivity and wellbeing of their people.  

  1. Continuing to move operations into the cloud

I don’t think any would disagree that a business needs to move to the cloud if they are to become a true digital enabler. If a business wants to leverage emerging tech such as machine learning, many can't afford the computing power so rely on the cloud. Most of the spending on innovation today continues to be in the cloud. There are hundreds of digital services released each quarter by the big tech vendors and very few of them are now built with on-premises usage in mind. 

  1. The climate emergency will drive transformation

The climate emergency is, quite rightly, going to continue to be on everyone’s minds in 2022. Moving to the cloud is a no-brainer for any business with environmental aspirations. Plus, with all three big cloud providers declaring they'll be carbon negative by 2030, there is yet another compelling reason to head to the cloud for the good of the planet. 

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