Take digital transformation out of the boardroom, says Avaya
Vendor tells industry leaders to engage workforce, customers and partners to succeed in digital transformation projects
Avaya, a business communications software, systems and services vendor, has told delegates at the Avaya Engage event in Dubai digital transformation (DX) projects will fail if they aren’t embraced at all levels of the organisation.
The four-day event has brought together senior executives, industry leaders, technology innovators and key decision makers from different industry sectors to help them achieve their digital transformation objectives.
“In today’s digital business world, just about every organisation, company and industry sector has access to digital technologies and the gap now is between the ‘haves’ and the ‘have mores’: those organisations that are using their digital capabilities more effectively to innovate and transform their operations. We are seeing a new digital divide: the DX divide,” said Nidal Abou-Ltaif, president, Europe, Middle East, Africa and Asia Pacific, Avaya, in his keynote address.
Organisations 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 added.
He explained that 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 organisation. “Companies also need to understand that DX projects are extremely complex, involving change at all levels of the organisation. Accordingly, organisations 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,” he pointed out.
With organisations 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, he said
Abou-Ltaif told delegates that organisations need to democratise digital transformation as 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 organisations creating an ecosystem for innovation. Avaya is committed to helping organisations achieve their DX objectives, and we are working closely with many customers across different industry verticals to help them achieve their goals,” he said. “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.”
Avaya Engage has brought together more than 1,500 senior Avaya executives, industry leaders, technology innovators and key decision makers, from more than 70 countries.