Organizations in Southeast Asia are facing pressure to transform their customer engagement strategies or risk falling behind due to disruptive technologies. Avaya saw a need for companies to improve customer relationships by capturing customer insights and enhancing collaboration. Key technology trends like the Internet of Things, analytics, and big data will impact customer experiences. Avaya improved its net promoter score from the 20s to the 50s in four years by offering flexible solutions and saw growth in the Philippines, Vietnam, and Indonesia markets through new software and services. In 2017, personalized and contextual customer experiences will continue growing, with increased video usage and omni-experiences, while organizations adopt hybrid cloud strategies depending on workloads. Digital transformation initiatives will be supported by cognitive capabilities providing timely

1. Personalizing the Customer Experience
Organizations in South East Asia are facing the same competitive pressures as in other regions:
transform customer engagement strategy or be left behind. Richard Spence, Managing
Director, Avaya, ASEAN, explains how Avaya is helping businesses deliver personalized
customer experiences.
What didAvaya see in 2016?
Againsta backdropof disruptivetechnologies,we saw aclear needforcompaniestotransformtheir
customerengagementstrategies,orriskbeingleft behind.Some customershave alreadybeguntheir
journeyof digital transformation;theyare capturingcustomerinsightsandenhancingcollaboration
withinthe enterprise,enablingthemtoimprove customerengagementthoughbuildingdeeper
relationships.
We alsowitnessedthe continuinggrowthof keytechnologytrendssuchasthe Internetof Things,
analytics,andbigdata, all of whichwill have animpacton our clients’customerjourneyexperience.
What are your highlightsof the year?
Avaya’scorporate NetPromoterScore - a measure of the willingnessof acustomerto recommenda
company’sproductsor servicestoothers– improvedfromthe 20s intothe 50s range withinfouryears.
We have alsoadopteda ‘lego’approachtoour solutions,where customerscansimplytake small blocks
that fittogethertobuildwhattheyneed:CapEx or OpEx,Cloud,hybridoronpremise,virtualizedoron
physical servers,providedfeaturesorbuild-your-own.
A majorhighlightof the yearwasthe growthof the Philippines,VietnamandIndonesiamarkets.This
generateddemandfrombothexistingandnew clients,foroursoftware andservices.
Anotherhighlightwasthe launchof newproductsthat have enabledourclientstocutcosts and raise
productivity.These include:Breeze,Equinox andOceana forcustomerexperience.Further,Avaya’s
FabricConnectcontinuestodeliveracomprehensivesetof fabric-basednetworkservicesthatlowers
costs,speedsuptime-to-service andisthe fastestresiliencymodelavailable.

2. What are the trendsyou see in 2017?
The needforperson-to-personandincreasingly personalized contextual customerexperienceswill
continue toaccelerate. Videowill increase inusage toprovide greaterpersonalizationandcustomer
satisfaction.In the Philippinesforexample,we expectmore business-to-consumerorganizationsto start
deliveringomni-experience forcustomers,partners,andemployees. Large organizationsare still likely
to maintainahybridcloud adoptionstrategywithamix of publicandprivate cloudtechnology
dependingonworkloadandapplication.
Overall,we expect ITand the businesstobecome muchmore tightlyintegrated.Digital transformation
initiativeswill be supportedbycognitive/AI capabilities,providingcritical on-timeinsightsfornew
operatingandmonetizationmodels.In2017, 30 percentof companieswill explore AR/VRaspart of
theirmarketingefforts,accordingtoIDC.In financial services,cloudadoptionwillgrow andtop-tier
bankswill reduce traditionalinfrastructure spendingasmore workloadsmove topublic/private cloud.