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