3 Key Steps to Starting Your Company-wide Digital Transformation

Stats show that 80% of companies identify “digital transformation” as their top strategic priority—but only 5% feel they’ve mastered it. Why the gap? Achieving a digital experience to a point of competitive differentiation requires organizational alignment. Digital transformation represents a crucial paradigm shift across the entire organization, yet research suggests only a fraction of companies currently implement an enterprise-wide digital strategy. To successfully digitize, all lines of business (LOB) must be aligned and move in concert towards digital innovation. This involves communication and collaboration among key stakeholders, especially senior executives, across every business unit—even ones you wouldn’t typically include.

Put simply, digital transformation is more than just digitizing your infrastructure before your competitors do. Yes, it’s about serving the growing number of digital consumers faster and better. But, more importantly, it requires a shift in organizational mindset and redefinition of business processes. The starting point for any digital transformation initiative should be a clear understanding among all business leaders (not just IT) about the nature, direction and projected outcomes of the transformation.

What does the discovery process look like? It can be summed up in three key steps:

  1. Situational Assessment: Executives across every LOB need to weigh in and agree on business drivers and expectations. Insights derived from this assessment should be used to map out short- and long-term business goals and key digital strategies to ensure organizational alignment.
  2. Opportunity Prioritization: Identify target applications and technology architectures, then determine how these new solutions will affect existing technologies and align with core needs (i.e., operational savings, CX improvements). In parallel, use this time to identify, analyze and prioritize gaps between existing and planned processes.
  3. Roadmap Creation: A detailed roadmap helps you finalize digitization plans before implementation. It should outline phasing strategy sequences, risk mitigation plans, and project feasibility reports that define the timeline, dependencies, costs (and return) and controls of each digital initiative. Consider this your digital transformation playbook.

Digital transformation is the foundation of how organizations will succeed or fail. Check out our eBook, Fundamentals of Digital Transformation, to learn more about this discovery process—the first of a five-step plan for creating a foolproof digital transformation strategy. Let me know what you think. We are here to help and happy to discuss.

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What It Takes to Be a Technology Leader in an Evolving Digital World

The definition of a leader varies greatly, especially in business. From my perspective a leader is defined by their ability to pivot and adapt to the evolution of a market. Like many companies today, Avaya, its customers and partners are riding the often daunting—yet consistently exciting—wave of digital transformation of the enterprise. As a technology leader, Avaya is not only pivoting and adapting to this new environment for itself, but pivoting and adapting our services and solutions to enable its customers and partners to thrive during their own transformations.

Unlike many of our competitors, digital transformation is something we saw coming years ago. We recognized right away that it wasn’t a passing fad but something that could truly transform how business gets done, with communications playing the most important role. We knew that for us to be successful, we would need to focus on transforming ourselves first so that our customers and partners could learn and benefit from our experiences, our lessons learned. During our own transformation, we gained that extra insight that we were able to leverage in the development of truly transformational solutions and services.

As we drove our own multi-year transformation, we also maintained our global market share leadership position in Contact Center. According to Canalys research, we hold more than 34% of the market, which is almost greater than the No. 2 and No. 3 competitors combined. No technology leader gets to claim this size of market share without making its customers a priority.

Last month for example, we hosted a private event in New York as part of our Future of Communication Experience series. The purpose was to update and inform specially invited customers about our portfolio roadmap and vision. We encouraged them to come with questions and to be prepared to have real, in-depth conversations about the challenges they’re facing during their own transformations. As always, it was a great experience for the customers and Avayans in attendance. Overall, customers from world-leading payment brands, to high-end retail chains, to players in the automotive industry said that they are very optimistic, confident and excited about what we have to offer today and what we have planned for the future. And next month we will be in Mexico City for our twelfth consecutive year with 3,000 Avaya customers and partners from all over the Americas. This is the largest customer and partner event we do all year.

In particular, two of the solutions our customers are most excited about are Avaya Oceana™ omnichannel contact center and Avaya Breeze™ development platform. These same solutions were recently touted as visionary by a global analyst firm as part of its latest Magic Quadrant ranking.

Avaya Oceana, which was launched last year, adds advanced multi-channel functionality to our own contact center solutions, such as Avaya Aura® Call Center Elite voice platform and Avaya Aura® Contact Center. It also integrates with third-party automatic call distribution solutions, as well as offering advanced reporting and customer journey mapping capabilities through Avaya Oceanalytics™ insights. Specifically, we have been told by analysts that Oceana’s new approach to routing—which is attribute matching so that it includes data consideration and customer journey mapping—is something our competitors simply can’t offer.

The Avaya Breeze platform, which Avaya Oceana was built upon, enables users to be flexible when responding to the ever-evolving digital marketplace. It has garnered industry recognition for its ability to enable developers to quickly create unique communications-enabled contact center applications and workflows for within and beyond the enterprise—with little or no development required and nearly instant deployment. We are seeing customers use Avaya Breeze to create unique applications tailored to their specific business and communications needs.

According to Irwin Lazar, Vice President and Service Director at Nemertes Research, “More than half of the companies are using or planning to use APIs to embed communications capabilities into their apps, while another 25% are looking at using them to build custom apps. Platforms like Avaya Breeze offer organizations the ability to deliver enhanced business value and execute on their digital strategies by integrating communications and collaboration into workflows, business processes and existing applications.”

These solutions are just the tip of the iceberg for Avaya. We are a long-standing industry standard with a significant global footprint. We are focused on continuing to expand and develop our solutions to meet the needs of our growing global customer base, with more than 5,400 patents awarded and pending, including foreign counterparts.

Our strong service provider and system integration partnerships around the world enable us to meet the needs of a wide variety of organizations, both large and midsize. We’ve received industry recognition for our strong Contact Center integration solutions.

Our continued strength in the industry is evident by our 300,000 customers worldwide. In fact, the top 10 largest banks worldwide are running Avaya solutions and 90% of Fortune 100 companies are Avaya customers.

At Avaya, we are re-imagining the industry, bringing visionary products and solutions to market, and enabling our customers to digitally transform their businesses with ease. I am excited and proud of our ability to continue to evolve, pivot and adapt to the changing business communications world. After all, that is the responsibility of a leader.

Let’s Talk about the Modern Business Ecosystem: Why We Need to Open Up

Forty years ago, technology vendors had it all figured out. They would differentiate themselves by continually bringing new proprietary solutions to market—a recipe for success in an age of a closed hardware dependent architecture. By exclusively building their own product portfolio under patent or trade-secret protection, companies could easily secure long-term revenue. This proprietary race fueled business for decades, and it still does today. Consider proprietary software solutions from Apple, which have licensing terms that limit usage to only Apple hardware (for example, Mac OS X).

A proprietary model offers several perks, yet not enough in today’s era of digital transformation. Intelligent, connected technologies like IoT, AI and machine learning have ushered enterprises into a new era of any-to-any communication, one filled with seemingly limitless collaboration and CX possibilities. As companies worked to keep up with the rapid pace of innovation, they came to realize that proprietary solutions stifled their efforts to grow and evolve, and they could no longer rely on one or multiple vendor or their life cycle timelines to develop the next-gen CX and/or vertical-specific services they needed.

A Big Change in a Small Amount of Time

Over the course of just a few short years, we saw a massive paradigm shift in which companies began seeking niche vendors to drive revenue and competitiveness. They turned to cloud-based businesses that were born in the digital era. They looked to startups that specialized in vertical-specific strategies. It wasn’t long before the average organization had created a unique, multi-vendor ecosystem in which various solutions were integrated to meet specific customer and vertical requirements. Case in point: the average business now leverages up to six different cloud solutions.

As every market filled with competing vendors, it seemed the most influential players were those that offered engaged, open ecosystems. These vendors allowed customers to freely modify original source code for virtually any purpose, versus retaining copyrights. With so many companies operating complex, multi-vendor ecosystems, open architecture that enabled collaborative app development became ideal for driving desired customer outcomes. We even see customers now acquire their own technology to accelerate the digitization of their business. You can’t do that in a proprietary and rigid architecture.

Multi-vendor Ecosystem vs. Open Ecosystem

This rise of niche vendors isn’t expected to slow down anytime soon. In fact, Gartner predicts that startups will overtake leaders like Amazon, Google, IBM and Microsoft in markets like AI by 2019. If not properly supported, however, a multi-vendor environment can create infinitely more harm than good.

For starters, companies must secure their multi-vendor ecosystems. Research shows that the average organization’s network is accessed by 89 different vendors and partners per week, a number that should send chills down your spine from a security perspective. If that’s not shocking enough, one-third of companies admit they don’t know how many vendors access their systems at any given time. Despite this, over 70% believe their number of third-party vendors will increase by 2018.

In addition to this is the inherent challenge of seamlessly leveraging multiple different vendor solutions. You see, if these solutions aren’t properly integrated, they don’t represent a truly open ecosystem. To build targeted solutions that continually improve outcomes, companies must be able to seamlessly collect, track, share and use the data that exists across all vendor platforms and knowledge bases. None of these systems can be siloed from one another.

Consider the benefits of an open ecosystem within the transportation industry. Picture this scenario: administrators have taken notice that the 7:45 a.m. train fills up every morning to the point where passengers must wait for the next train. In a truly open ecosystem, management can leverage data collected across various integrated solutions (i.e., ticketing platforms, video surveillance systems, Wi-Fi/carrier grade services, mobile app systems, movement sensors, etc.) to identify the root cause of the issue and begin driving better customer outcomes. Data from the ticketing platform, for instance, may show that tickets purchased for 7:45 a.m. exceed the train’s maximum capacity by 15%.

At this point, management can leverage data in various ways to determine the best solution to the problem. For example, they may want to build a sophisticated level of automation to dynamically change the train schedule, monitoring it for continual improvement. They may choose to send automated SMS messages informing customers of anticipated congestion times and suggested alternatives for work travel while displaying updated information in real time on their digital signage systems. They could incentivize daily commuters by offering 15% off monthly passes if used for an earlier or later train time. Regardless of how the experience is enhanced, the entire technology ecosystem should be actively working together to make it happen. As I say, dealing with congestions on highways by constantly rebuilding the roads with more lanes is not exactly the smartest approach. Maximizing and optimizing its usage through smart traffic distribution and management can be proven to be way more effective while meeting the citizen’s experience.

The Future of the Customer Experience Relies on Open, Extensible Architecture

The more open a business ecosystem, the more seamlessly data can be leveraged to drive desired customer and citizen outcomes. The ability to track, collect and share data across dispersed systems is what allows companies to create custom solutions that target exact customer requirements. This open, extensible nature is vital within a next-generation platform.

Differentiating oneself is no longer as simple as rolling out a new proprietary solution. To drive desired outcomes and deliver true value, organizations must be open, agile, integrated and future proof. As the world continues transitioning to an open ecosystem, we become that much closer to eliminating a longstanding dependency on legacy hardware and hierarchal architecture.

So far, I’ve discussed four of five critical components that organizations must start looking at within a next-generation platform: next-gen IT, IoT, AI and open ecosystem. Up next, we’ll take a deep dive into the final and most significant of these: the customer (or citizens) experience. Stay tuned.

11 Ways Avaya Technology can Improve Veterans’ Healthcare

Studies continue to show that veterans’ healthcare needs are increasingly complex. The total number of veterans relying on Department of Veteran’s Affairs (VA) health care has substantially increased—even as the veteran population has been declining since 1980.

Many problems impacting veterans are similar to the general population’s challenges. Communication solutions are a key to solving many problems, according to “To Bind Up the Nation’s Wounds: Ongoing Efforts in Veterans Health Care Modernization.” Staffs believe mobility and technology can help deliver better care. Recent surveys show:

  • 56% of physicians believe mobility could help expedite decision making
  • 39% say mobility would reduce time for administrative tasks
  • 36% believe it would increase collaboration among physicians
  • 26% reported it would increase time spent with patients
  • 40% of those surveyed said they could eliminate 11%-30% of office visits through mobile health technologies such as remote monitoring, email or text messaging

Given the right communications tools and mobile devices, government healthcare providers, are convinced that care would be improved. It’s no wonder. Approximately 80% of physicians use smartphones in hospital. But security is just as important as quality care and the patient experience. Consider these startling facts:

  • 100 million people were directly impacted by data breaches in 2015
  • 90% of healthcare organizations have had at least one data breach in the past two years
  • 5% of reported hacks in 2014 were in healthcare
  • Healthcare records are ten times more valuable than financial records on the black market

Communication technologies can securely enable higher quality care, reduce costs, and improve satisfaction for patients and employees alike, on- and off-site at Federal Government facilities managed by the VA and the Department of Defense. To ensure it can keep up with demand, the VA has expanded three key telehealth initiatives:

  • Clinical Video Telehealth platform—enables clinicians to use real-time interactive video conferencing to remotely assess, treat, and provide care to veterans
  • Home Telehealth platform—provides in-home care for patients with chronic conditions via mobile monitoring, messaging, and video technologies
  • Store and Forward Telehealth—streamlines communication, collaboration, and record-keeping among multiple facilities by allowing medical staff to share clinical information (e.g., x-rays, ultrasounds, or other test data) with a nationwide network of providers and specialists.

Enabling the VA to improve the patient “anywhere” experience requires technology that can support patient demands—from public and private clinics and hospitals to home-based care options. Battle-tested and proven automated Avaya solutions can:

  1. Improve the patient experience through a range of administrative tasks. Streamline the admissions process, facilitate faster patient discharge, remind patients of daily dosages, and make, track and remind patients of appointments from the hospital electronic health records.
  2. Maximize time that doctors and nurses spend with patients. Use mobile clinical collaboration solutions that keep providers, patients, and caregivers securely connected—anywhere, anytime, via smartphones and tablets. Action requests and alerts are handled quickly and seamlessly—patients receive the right care at the right time.
  3. Deliver quality experiences wherever patients are located—at home, in the field, on the road, or in a hospital—with the same quality of care. Mobile applications for intelligent wearable devices provide broader access to care and proactive patient monitoring.
  4. Enhance monitoring of patients through automated solutions. Use reminders and mobile applications to alert patients and care providers about scheduled therapy and medicine dosages.
  5. Beyond the hospital, keep patients connected to treatment and care providers by taking advantage of flexible, easy-to-use, mobile video and multimedia solutions. Crowded facilities employ mainstream technology to service non-critical cases on an outpatient basis, and remote facilities and wearable monitoring devices support consistent quality care.
  6. Ensure favorable outcomes with efficient patient admission and discharge processes, room preparation, post-op follow up, prescription management, test scheduling, and other workflows.
  7. Optimize productivity by communications-enabling hospital electronic health records with increased automation to reduce errors and facilitate collaboration.
  8. Support health information security with an Avaya flexible network that automatically segments traffic into distinct zones for guest Wi-Fi access, medical devices reporting, and patient records.
  9. Secure networks that have thousands of medical devices and public Wi-Fi. Avaya has an innovative capability for device isolation. Our Open Network Adapter securely locks down individual medical devices and easily adds new ones as required. The Adapter enables IT staff to quickly provision authorized access to employees, guests, and business partners on any device.
  10. Enable virtual solutions that are designed for public and private cloud implementation—you’ll gain effective management and upgrade paths designed for large-scale environments. IT professionals are able to determine which applications and services best support their needs through secure, hosted environments.
  11. Manage crises by automatically locating, connecting, and deploying extended care teams, including clinical associates, through a dynamic response team and notification system. With the capability to instantaneously expand and contract services, clinicians are available when and where they are needed most.

Healthcare agencies continue to seek innovative solutions that will advance the quality of veteran care And technology continues to make it possible to have a connected and secured experience at every stage of the patient care cycle—including healthcare anywhere that integrates mobile solutions, telemedicine, contact centers, and thousands of medical devices. Harnessing the right technology will help ensure that the best possible anywhere patient care happens now and for the next generation.