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Businesses are in a constant state of change… and technology services even more so, since we have to keep up with the pace of innovation in the technologies we support, in the technologies and processes we use to support them, and also in the way our customers apply technology to their business needs. Avaya has completed a decade-long journey of completely transforming its services business from a homogenous solution, heavy-iron feet-on-the-street mode to a largely system-enabled support infrastructure supporting heterogeneous software and hardware technology requiring high expertise in software, networking and business process. Tom will discuss the transformation story of Avaya’s Support organization – particularly the final states of the last three years when support technology enablement created powerful business results. And along the way, Tom will share his insights about effective leadership practices and managing change – both in process/technology and in the human factor.
VP Global Operations and Customer Services, Avaya
Publish Date: May 5, 2015
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Peg Rodarmel, SVP, Subscription Services, Infor
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