| | DECEMBER 20158CIOReviewEmbracing the Edicts of Openness, Mobility and Engagement for a Successful Digital Enterprise "Evolution" By Fari Ebrahimi, SVP & CIO, AvayaAs with the voyages of the Starship Enterprise, there is no final destination when it comes to digital transformation. It's an ongoing mission where the journey continues to evolve--hence the phrase "digital enterprise evolution." As consumers and employees--Millennials in particular--expect tasks to be completed with a tap on their mobile devices, the digital evolution (aka digital transformation) drives enterprises to meet the demand accordingly, providing mobile customer service interactions, providing context, and drawing in digitally-savvy employees. While the term "digital transformation" yields thousands of search results, one thing is certain: according to the Altimeter Group, companies that undergo a digital transformation reap serious benefits: Customer engagement is lifted by 75 percent, customer satisfaction improves by 63 percent, and digital traffic increases by 53 percent . The digital strategy and the digital transformation are led by mobile; 63 percent of consumer-to-business transactions in the U.S. happen via mobile phones. Since 53 percent of those are smartphones, it makes sense to focus on mobility and openness to engage customers and employees alike.Opening UpOpenness is the linchpin of the app economy. Custom mobile applications are increasingly the norm as banks, grocery stores, and the coffee shop down the street all make special offers or punch loyalty cards via mobile devices. In response to this evolving trend, software companies are offering software development kits to enable customers to create interoperable applications with the integration that allows data to be shared between systems. These are not proprietary systems but ones that can be integrated with those from other vendors to create an ecosystem that provides the best value to the business and to customers.Mobile Consumers = Mobile WorkersMobility enables people to use technology anywhere to communicate effectively. This can be employees using BYOD as well as customers using self-service apps on their mobile devices. Ideally, it's all intertwined with engagement; however, much of what's considered mobility is still very manual, requiring too many steps for access. The good news is that many of these steps can be eliminated for a better experience that streamlines engagement for employees and for customers. For example, a single link that launches a video conference from a smartphone or tablet dramatically simplifies the way employees can engage with colleagues. Also, a single link that enables a customer to connect with a live agent directly from a mobile app ­ and the agent knows exactly who the customer is and where he or she needs assistance. Mobility pulls in user context, like devices, connectivity, and location, and integrates that information with corporate policies and personalized preferences to deliver the third prong: engagement. Enterprises should establish Through a Digital Enterprise Evolution, companies can quickly build mobile apps and create engaging experiences for customers and employees alikeIN MY OPINION
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