Customer experience (CX) is a major focus for every organization’s executive management team, and an IT organization’s ability to build, maintain, and optimize a CX strategy demands knowing what matters most to its customers. CX has taken on such importance that many organizations have adopted multiple CX tools in order to ensure they are meeting the needs and expectations of their customers. TechTarget’s Enterprise Strategy Group notes1 that 45% of organizations are using at least five different CX-influenced applications.
CX is identified and exemplified in a wide variety of ways across industry, region, and type of customer or user benefitting from a richer experience. For instance, home and building security customers can define it as ensuring foolproof alarm monitoring and alerting, while a postal delivery organization might interpret it as a way to empower employees to become more efficient in their jobs. Or, a public health organization may identify it as a way to use technology more efficiently and pass along savings to its constituents.
That’s why VMware has identified forward-thinking organizations as winners in the “Customer Experiences Hero” category for the Americas, Asia/Pacific/Japan (APJ) and Europe/Middle East/Africa (EMEA) regions in the 2023 VMware Customer Achievement Awards program.
Americas Region: ADT
ADT, a leader in smart home security, has made cloud transformation a hallmark of its efforts to provide better home and building security—and in doing so, a better CX—for its customers. VMware has recognized ADT’s innovative efforts by naming it the “Customer Experiences Hero” in the 2023 VMware Customer Achievement Awards for the Americas region.
To create a premium digital experience for its residential and business customers, while ensuring the highest possible system availability and resiliency, ADT took its already-prominent virtual infrastructure strategy to an even higher level in order to further benefit its customers. ADT embraced an enterprise cloud transformation strategy by deploying Google Cloud VMware Engine. This allowed the security leader to complete the migration of its on-premises data centers to the cloud in 90 days, speed the development and delivery of new applications, gain critical insights into customers’ needs with sophisticated data analytics, and ensure uninterrupted services in the event of a disaster or unanticipated service outage.
ADT has accelerated data query times from hours to seconds by migrating data analysis and visualization tools to Google Cloud VMware Engine and leveraging BigQuery. Thanks to its cloud strategy during the pandemic, ADT scaled its virtual desktop infrastructure environment to cover 20,000 global employees in just 10 days.
EMEA Region: ARIA SpA
As the IT and procurement center for Italy’s Lombardy region, ARIA provides services to a wide range of organizations, particularly to the more-than-40 different public healthcare companies throughout the region. In order to become more efficient and use its precious resources as wisely as possible, ARIA decided on a strategic migration of key workloads to the cloud.
It teamed with VMware to make the transition to the public cloud, using VMware Cloud on AWS to move those workloads from its data centers to a modern cloud platform. To keep up with the expanding workloads and user demands, ARIA also adopted VMware NSX Advanced Load Balancer for virtualized network infrastructure, as well as digital workspace platform VMware Workspace ONE for improved collaboration.
In less than 12 months, ARIA was able to transition more than 20 individual healthcare providers and migrate its mission-critical workloads to the cloud with the help of VMware Cloud on AWS. This has allowed employees throughout the region’s public healthcare service ecosystem to work more productivity and for financial and personnel resources to be used more effectively with modernized technologies.
APJ Region: Japan Post Co. Ltd.
Japan Post is a massive organization, employing more than 230,000 people including 200,000 postal delivery personnel. Like other postal delivery organizations, Japan Post has faced down the harsh reality that physical mail deliveries have declined in recent years due to the popularity of digital formats. As a result, Japan Post needed ways to both improve efficiency and make it easier to develop and roll out new revenue streams.
Japan Post wanted to collaborate with e-commerce platform vendors to provide new services, such as contactless delivery. A key element of this strategy was working with VMware to upgrade 145,000 handheld devices to Android smartphones, and for VMware Workspace ONE to act as an efficient, secure, and cost-effective platform to manage those devices and deliver new applications.
As a result, Japan Post was able to reduce costs to transitioning from a range of disparate task-specific handhelds to multifunction devices, and improve device management and security. Japan Post is now a more nimble and forward-thinking organization that can spot and leverage new business opportunities faster than ever.
The 2023 VMware Customer Achievement Awards program is conducted in partnership with TechTarget’s Enterprise Strategy Group. Entries were reviewed, evaluated, and ranked by a panel of judges comprising ESG analysts, TechTarget editors, independent industry experts, and VMware executives.
1 Customer Experience Strategies and Technology Frameworks, Enterprise Strategy Group, 2023
