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Vishal Agrawal, MD, Avaya India & SAARC
“Recovery from Covid-19 has resulted in quick technological advancements and a dramatic transformation of digital experiences over the last several months. As organisations and lifestyles change swiftly, reliance on technology has increased, and radical alternatives have replaced traditional technology. Organizations no longer compete just on the basis of products or services; instead, they compete on the basis of seamless, personalised, connected, and intuitive experiences that are remembered.
Going forward, we will see greater emphasis on AI, machine learning, and cloud technologies being incorporated into many industries such as healthtech, edutech, fintech, and others, as well as automated contact centres that will further enhance customer experiences. Large firms will also make small infrastructure expenditures as they prepare their organisations for a hybrid workforce by digitally transforming their workforce and developing future workspaces.”
Vaibhav Kshatriya, Director, Channels & Services Sales, Avaya
“Organisations have understood that increasing the quality of customer and employee experiences is one of the most critical differentiators and promoters of brand affinity today. Although the operational efficiency stood at a standstill for most of the organizations, industry leaders and technology enthusiasts were able to leverage new-age tech and develop innovative solutions to build resilience among businesses. Companies are recognising that monolithic programmes can’t meet people’s demands in the cloud, and that experiences must be ‘composed’ for “everything customers”. Therefore, going forward, companies will develop A Value-driven channel systems with the support of a cloud application ecosystem designed to empower the digital workplace and give “everything customers” a ‘composed’ experience.”