Take dig­i­tal trans­for­ma­tion out of the board­room, Avaya to In­dus­try Lead­ers

Kuwait Times - - TECHNOLOGY -

Dig­i­tal trans­for­ma­tion (DX) projects will fail if they aren’t em­braced at all lev­els of the or­ga­ni­za­tion, Avaya, a global leader in busi­ness com­mu­ni­ca­tions soft­ware, sys­tems and ser­vices, told del­e­gates today at the Avaya EN­GAGE event in Dubai. The four-day event is bring­ing to­gether se­nior ex­ec­u­tives, in­dus­try lead­ers, tech­nol­ogy in­no­va­tors and key de­ci­sion mak­ers from dif­fer­ent in­dus­try sec­tors to help them achieve their dig­i­tal trans­for­ma­tion ob­jec­tives.

With or­ga­ni­za­tions glob­ally fac­ing chal­lenges to evolve dig­i­tally and move ag­ilely in today’s com­pet­i­tive mar­kets, CEOs are in­creas­ingly putting dig­i­tal trans­for­ma­tion and cus­tomer en­gage­ment at the top of their cor­po­rate agen­das. How­ever, as many as 84% of DX projects fail to achieve their ob­jec­tives, ac­cord­ing to re­search, with many or­ga­ni­za­tions fail­ing to se­cure the re­quired lev­els of “buy-in” from their work­force, part­ners and cus­tomers.

“In today’s dig­i­tal busi­ness world, just about ev­ery or­ga­ni­za­tion, com­pany and in­dus­try sec­tor has ac­cess to dig­i­tal tech­nolo­gies - the gap now is between the “haves” and the “have mores”: those or­ga­ni­za­tions that are us­ing their dig­i­tal ca­pa­bil­i­ties more ef­fec­tively to in­no­vate and trans­form their op­er­a­tions. We are see­ing a new dig­i­tal di­vide: the DX di­vide,” Ni­dal Abou-Ltaif, Pres­i­dent, Europe, Mid­dle East & Africa and Asia Pa­cific, Avaya, told­del­e­gates in his key­note pre­sen­ta­tion today at Avaya EN­GAGE.

Or­ga­ni­za­tions need to en­sure that DX projects are sup­ported by the work­force, and that the work­ers have the right train­ing, tools and tech­nolo­gies to prop­erly im­ple­ment them, Abou-Ltaif said. DX projects also need to de­liver the dif­fer­en­ti­ated ex­pe­ri­ences that cus­tomers are look­ing for, and that will en­cour­age them to do more busi­ness with an or­ga­ni­za­tion. Com­pa­nies also need to un­der­stand that DX projects are ex­tremely com­plex, in­volv­ing change at all lev­els of the or­ga­ni­za­tion. Ac­cord­ingly, or­ga­ni­za­tions need to be aware that these can’t be de­liv­ered alone, or by a sin­gle ven­dor, re­quir­ing them to cre­ate an open en­vi­ron­ment to drive in­no­va­tion. Abou-Ltaif high­lighted in his key­note, com­pa­nies that are suc­ceed­ing in their DX ob­jec­tives:

Emi­rates NBD: This bank is lead­ing the re­gional bank­ing sec­tor for in­no­va­tion, with a cus­tomer­centric strat­egy that places de­liv­er­ing su­pe­rior cus­tomer ex­pe­ri­ence at the heart of all DX ini­tia­tives. Emi­rates NBD is com­mit­ted to the dig­i­ti­za­tion of bank­ing in the UAE by de­liv­er­ing in­no­va­tive so­lu­tions for cus­tomers’ ev­ery­day bank­ing pro­cesses, mak­ing it the lead­ing dig­i­tal bank in the Mid­dle East. The bank has also suc­cess­fully em­braced tech­nolo­gies like an­a­lyt­ics and ar­ti­fi­cial in­tel­li­gence (AI) to cre­ate the blue­print for bank­ing in the fu­ture.

dnata: One of the world’s largest air ser­vices providers and a mem­ber of Emi­rates Group, dnata has em­barked on a DX project with Avaya to trans­form its cus­tomer ex­pe­ri­ence. Avaya Pri­vate Cloud Ser­vices (APCS) is help­ing to cre­ate a seam­less, per­son­al­ized ex­pe­ri­ence for dnata cus­tomers and part­ners and across ev­ery com­mu­ni­ca­tion plat­form in the cus­tomer jour­ney, as dnata con­tin­ues to lead the trans­for­ma­tion of the travel ex­pe­ri­ence in­dus­try glob­ally.

“Or­ga­ni­za­tions need to de­moc­ra­tize dig­i­tal trans­for­ma­tion: a top-down from the board­room ap­proach won’t work if it doesn’t en­gage the peo­ple it is sup­posed to help. DX projects should be: user-de­fined, bring­ing to­gether cus­tomers, em­ploy­ees, and part­ners; and plat­form-driven, with or­ga­ni­za­tions cre­at­ing an ecosys­tem for in­no­va­tion. Avaya is com­mit­ted to help­ing or­ga­ni­za­tions achieve their DX ob­jec­tives, and we are work­ing closely with many cus­tomers across dif­fer­ent in­dus­try ver­ti­cals to help them achieve their goals. Our in­dus­try-lead­ing Net Pro­moter Score of 58 - well ahead of our com­peti­tors - demon­strates the depth of our com­mit­ment to de­liv­er­ing the right cus­tomer ex­pe­ri­ence,” Abou-Ltaif con­cluded.

Avaya EN­GAGE, tak­ing place now at At­lantis the Palm, Dubai, has brought to­gether more than 1,500 se­nior Avaya ex­ec­u­tives, in­dus­try lead­ers, tech­nol­ogy in­no­va­tors and key de­ci­sion mak­ers, from more than 70 coun­tries. Bring­ing to­gether Avaya cus­tomers and part­ners from across the Asia-Pa­cific, Europe, Mid­dle East and Africa (AMEA) re­gions un­der the same roof for the first time ever, Avaya EN­GAGE is de­liv­er­ing in­valu­able in­sight into key tech­nol­ogy trends and the op­por­tu­ni­ties they rep­re­sent.

Vis­i­tors to Avaya EN­GAGE will be able to learn more about Avaya’s suc­cess­ful tran­si­tion into a soft­ware and ser­vices-led com­pany, while im­prov­ing op­er­at­ing per­for­mance. In Oc­to­ber, the com­pany re­ported pre­lim­i­nary fourth-quar­ter re­sults that ex­ceeded guid­ance, with year-on-year growth in Con­tact Cen­ter, Net­work and Cloud & Man­aged Ser­vices, and ad­justed EBITDA as a per­cent­age of rev­enue of nearly 30 per­cent - a com­pany record. FY16 also rep­re­sented the most in­no­va­tive year in Avaya’s his­tory, fea­tur­ing 16 prod­uct and so­lu­tion launches, many of which are be­ing show­cased at Avaya EN­GAGE.

Ni­dal Abou Ltaif, Avaya En­gage

Newspapers in English

Newspapers from Kuwait

© PressReader. All rights reserved.