The period of “digitization” begins this year

Selenay YAGCI

Today, digitization solutions enable more flexible production, greater efficiency and the development of new business models. But the potential for the future of the industry promises much more than that; advanced technologies open up new opportunities for industries. Today, the rules of competitiveness largely determine the success of institutions in digital transformation. Numerous studies show that investments in digital transformation around the world will continue exponentially without slowing down. The digital transformation process is taken a step further and now moves to the “digitalization” process, where digital and innovation are combined.

According to data from US research firm Gartner, global information technology spending is expected to reach $4.5 trillion in 2022, with an increase of 5.5%. In this context, investments and developments in areas that will affect digital transformation such as artificial intelligence, data analytics, cybersecurity, enterprise software and cloud systems are important.

CRM usage will increase by 14.27% in 5 years

The enterprise software industry will grow by 11.5% and reach $670 billion in 2022. The predominant trend in enterprise software will be software with a flexible structure, reducing dependence on IT technologies. information, and data-driven approaches.

CRM is a type of software that helps businesses manage, monitor, and regulate their customer relationships. CRM software is used to bring customer interactions together in one central place to improve customer experience and satisfaction. It is predicted that the use of CRM will increase by 14.27% through 2027. Benefits of CRM include increasing customer loyalty, retaining customers, increasing sales and gaining detailed analyses.

The era of composite artificial intelligence

The concept of composite artificial intelligence will be highlighted this year. It is based on the use of composite artificial intelligence in combination with the most appropriate artificial intelligence methodologies for a business problem. It will become essential to anticipate and act against fluctuations in the supply chain through the use of artificial intelligence. We believe that the themes of logistics, routing, inventory optimization and price optimization will become popular in Turkey. In the field of agriculture, which also plays an important role in the Turkish economy, analytical applications for live monitoring of small and large cattle are expected to become widespread in order to prevent the occurrence and spread of diseases.

With the effect of the pandemic, many companies have put AI-based applications on their agenda. This year, artificial intelligence will continue to be the area where technology investments are most concentrated. In particular, virtual assistants and voice assistants with dialogical artificial intelligence stand out. Conversational AI solutions, which include the chatbot apps that have been on the rise since 2017, will now appear frequently in call center voice response systems in 2022. According to Gartner, the number of companies working on virtual assistants, which was 1,500 before the pandemic, has grown to more than 2,500 in 2022. By 2023, it is expected that more than 60% of customer services will be delivered through digital and self-service channels. The conversational AI market size reached $6.8 billion globally in 2021. The market is expected to exceed $77.6 billion in 2022, $18.4 billion by 2026 and 32.6 billion dollars by 2030.

Remote authentication technologies, which are among the most important technologies with the epidemic, are expected to be more preferred in the new year. The remote authentication market will grow 22% to exceed $17 billion by 2026. The number of remote authentication checks will triple from 1.1 billion in 2021 to 3.8 billion in 2026. Although remote customer acquisition processes are currently concentrated primarily in the banking and finance industries, it is expected to become essential for any industry requiring a wet signature. There are many industries that will position remote customer acquisition, from notary public to title deed offices, from insurance to car rental, from entertainment to gaming.

Native cloud technologies will be highlighted

Cloud-native platforms are also expected to come to the fore in 2022. Due to data regulations such as the Personal Data Protection Act, the need for businesses to store their data overseas locally is increasing the demand national cloud service providers. The public cloud market in Turkey is currently growing by 24% and by 2022, 50% of the entire enterprise market is expected to use multicloud. With the rise of hybrid cloud applications, cloud orchestration and management solutions may be required. Flexibility and integration can become a program.

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