Lack of clear and cohesive strategy to manage Field office technologies

Physical endpoint device management for Field and Home Office results in high TCO

New products and solutions are often not aligned to a broader strategy which results in logs of activity from technology teams that don't translate to measurable and meaningful customer experience improvements

Technology is managed in silos and lacks coordination across the broader DW organization

Field users regularly complain about physical endpoint performance issues.

The security vulnerabilities and data loss concerns inherent with the use of highly distributed laptop devices

Field has sought to drive technology solution decisions and implementation due to perceived historical ineffectiveness from IT org.

Process to purchase, build, and patch physical devices is expensive and inefficient. Break/fix support requires onsite technical personnel when remote connectivity/management is not possible.

Continous patching and updates of physical endpoint devices will inevitably lead to performance degradation and potential outages.

Endpoint refresh dependency can result in vulnerability to supply chain issues.

The risk of locally stored confidential data loss is exacerbated by the portability of laptops which can be stolen or lost during transit.

Too much focus on incremental improvement of existing processes rather than reimagining customer experience through radical transformation

To realize the value proposition of 'making it ridiculously easy for customers to do their best work' by defining and implementing a customer-centric strategy focused on delivering a reimagined customer experience across Contact Center,Workspace Experience, Meeting Experience, and Field Experience and Collaboration Technology Solutions towers.

Near-term focus

Long-term focus