2022 Technology Trends: Innovations to Reshape Kenya’s Business in the Future (by James Bayhack)

James Bayhack, Director: Sub-Saharan Africa on

By the end of 2021, many companies are still responding to the changes in the business environment brought about by the COVID-19 pandemic. The global crisis has created a need for innovation, requiring many to rethink how they communicate with their customers and repackage their product and service offerings for the new landscape defined by digital transformation. there was.

The numbers show this evolution. According to Statista (, 97% of respondents to the digital transformation survey say that pandemics have speeded up their digital transformation process. Global spending on digital transformation ( is projected to reach $ 1.78 trillion in 2022. But how does this transformation manifest itself? The answer lies in the technological trends that will shape tomorrow’s business.

A single solution for omni-channel communication

As more companies engage with clients online and in remote spaces, communication channels need to be streamlined and improved. The result is an omni-channel approach to customer experience (CX). It consists of multiple platforms on which customers can engage with businesses and services. This is an accessible, cost-effective and as simple process as possible. This trend can be seen on Twitter, Instagram, etc., which provide business-oriented features that facilitate B2C communication, in addition to being social media products. Similarly, the latest WhatsApp Business platform features allow brands to deliver an e-commerce experience within WhatsApp conversations, making online interactions instant, easy, and powerful.

However, there are so many channels that you need to manage them effectively and efficiently. Many companies lack the resources and resources to handle conversations with their clients in a wide range of digital environments. What you need is a single technology solution with the ability to manage all communications and act as an end-to-end portal for the entire customer journey. By integrating existing technologies, one platform allows companies to track and collect important customer and CX data and use them to drive better business decisions and streamline problem resolution. increase. This is what companies need to investigate next year.

Automation and humanity

Automation has been with us for centuries, but its applications in the digital age are completely new. We see it sneaking up on almost every aspect of our lives and producing widespread and unprecedented results.

For example, at sporting events such as the 2021 F1 Heineken Dutch Grand Prix, fans can order tickets, procure light meals, make safe purchases, and answer all questions via chatbots run through WhatsApp. I can do it. With the help of data reports and features such as suggested answers, internal collaboration, and skill-based routing, the Dutch Grand Prix was able to interact efficiently and effectively with its fans. This was made possible by deploying a customer data platform (CDP) to manage event pre-registration data and using marketing cloud software to implement pandemic attendance reduction. This technology has helped provide a seamless experience for both event organizers and fans.

While this type of technical automation has focused on improving the customer experience, it can also impact the employee experience (EX). In 2022, the concept of comprehensive experience is set to guide many business decisions. A strong CX principle, or a stance that customers are always right, cannot be achieved at the expense of employee well-being. This affects the well-being of the business itself. According to a McKinsey study (, people with positive employee experience have 16 times the level of engagement as those with negative experience. This, coupled with the wide range of employee uncertainties about the consequences of increased automation in the workplace, makes EX more important than ever. Happy employees develop happy customers.

Another area of ​​automation, the popular chatbot technology, aims to streamline and further enhance CX, thanks to innovations in artificial intelligence (AI) and machine learning (ML). Gartner predicts that a quarter of all customer service operations will integrate chatbots into their engagement channels by 2020 ( This has increased exponentially since two years ago.

Through AI chatbots, customers receive a more personalized approach to trading and have a longer lifespan. Companies can identify behavioral patterns and preferences and gather insights to improve their products. Chatbots are also a time-saving resource for employees, providing more time and energy for other tasks and increasing satisfaction.

The power of mobile connectivity

In the first quarter of 2021, mobile phones accounted for more than half of the world’s web traffic, not just devices that make and receive calls ( As a significant portion of the world’s population interacts with the Internet via mobile devices, we need to innovate and expand our service offerings.

Kenya itself has M-PESA, Africa’s largest mobile platform success story. This has revolutionized mobile banking and dramatically improved financial inclusion across the continent. Most other sectors, not just banks and retailers, are adopting mobile platforms to deliver high-quality services and products to their customers, digitizing traditional processes and improving convenience. ..

Through mobile, businesses can deploy innovative solutions such as contactless payment methods, online registration processes, and in fact conversational channels. They need to take a proactive strategy in engaging with their clients and adopt technology that maximizes mobile capabilities. After all, when it comes to creating the path with the least resistance, today’s technology is bagging it.

Looking to the future, these technologies will converge to create a digital economy and logistic ecosystem built on the backbone of mobile connectivity. Increasing connectivity offers a wide range of commercial opportunities and a way to leverage previously unreachable consumer pools. Success is to find an integrated solution that integrates as many features and services as possible, recognize all touchpoints as a commercial opportunity, and support the entire customer journey in a seamless, data-driven, proactive way. I have.

If you want to build a more meaningful relationship with your customers, we can help. From providing always-on omni-channel support to harnessing the power of mobile marketing, is the business partner you need to sustain a richer and more personalized customer experience.visit

Distributed by the APO Group on behalf of

2022 Technology Trends: Innovations to Reshape Kenya’s Business in the Future (by James Bayhack)

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