Avaya Journeys Hong Kong Successfully Concludes:
Driving a New Era of Customer Experience Through Connectivity

On July 11, 2025, despite a Red Rainstorm Warning and the suspension of classes across Hong Kong, the first stop of the Avaya Journeys Asia-Pacific Roadshow — the Hong Kong event — was held as scheduled and concluded successfully. Centered around the new Avaya Infinity™ platform, the event brought together over a hundred partners and customers from cities including Beijing, Shanghai, Taipei, Hong Kong, Macau, Guangzhou, Shenzhen, and Hangzhou. Participants explored how innovations in artificial intelligence, cloud communications, and customer experience can empower business transformation and create sustainable commercial value.

Partners Gather to Shape the Ecosystem Blueprint

The morning session of the event was dedicated to Avaya’s partners. Ms. Lily Fu, Vice President and President of Avaya Asia Pacific, opened by expressing heartfelt gratitude to all partners—especially those who made the effort to attend in spite of the severe weather—highlighting the strong foundation of trust and collaboration between Avaya and its partners.

John Hoffman, Avaya’s Chief People Officer, and Phillip Zammit, Global Vice President for Asia Pacific, were also present in person. Together with the entire Avaya team, they extended their appreciation to the partners and reaffirmed Avaya’s commitment to building an open and collaborative ecosystem, aiming to create greater shared value through close cooperation.

Channel Empowerment: Co-Creating a Win-Win Ecosystem

Ms. Pang Xiaofen, Channel General Manager for Greater China at Avaya, shared the company’s latest partner policies and the EDGE Empowerment Program. She also introduced a range of initiatives—including incentive schemes, sales training, and technical support—designed to help partners strengthen their capabilities, expand their market presence, and build a healthier, more sustainable channel ecosystem.

Channel Empowerment: Co-Creating a Win-Win Ecosystem

Ms. Pang Xiaofen, Channel General Manager for Greater China at Avaya, unveiled the company’s latest partner policies and the EDGE Empowerment Program. She outlined a series of strategic initiatives—including incentive programs, sales enablement, and technical support—aimed at empowering partners to enhance their capabilities, accelerate market expansion, and collectively build a robust, sustainable channel ecosystem.

Customer-Centric Focus: Opening a New Chapter in Experience Transformation

The afternoon session, dedicated to customers, drew over 40 business representatives from various industries. Gathering under one roof, participants explored the future of customer experience transformation. Ms. Lily Fu and Mr. Phillip Zammit took the stage once again to share Avaya’s latest updates—from market performance and financial stability to strategic commitments—reaffirming their strong confidence in the Greater China market. Ms. Fu emphasized that customer trust is the driving force behind Avaya’s continued progress, and reiterated the company’s philosophy: “Our customers’ success is our success.” Avaya remains committed to growing together with its customers.

The event also featured a special guest speaker, Mr. Benny Zhang, Vice President of IT & Digitalization for Asia Pacific at KION Group, who shared insights from the company’s transformation journey. Speaking from a manufacturing perspective, he explained how the Avaya Infinity™ platform inspired the creation of a customer journey–driven "Customer Experience Hub." By leveraging a centralized data platform to bridge front- and back-end systems, KION successfully enabled a closed-loop integration between marketing and operations.

AI Empowerment: Ecosystem Collaboration Unlocks Greater Value

Dennis Chung, Senior Vice President of Product Marketing and Solution Consulting at HKT Commercial Group, reflected on three decades of collaboration with Avaya. He shared the company’s ongoing exploration and achievements in AI applications, highlighting real-world use cases such as intelligent voice, process automation, and customer experience optimization. His insights underscored how AI, when integrated into a collaborative ecosystem, can drive tangible value and innovation across industries.

Stanley Soh, Head of Enterprise AI Solutions at Verint Hong Kong, then introduced the Agent Copilot Bot product series, demonstrating how AI enables intelligent assistance in customer service, enhancing agent efficiency and improving customer satisfaction.

Stanley Soh, Head of Enterprise AI Solutions at Verint Hong Kong, then introduced the Agent Copilot Bot product series, showcasing how AI enables intelligent assistance in customer service to boost agent efficiency and enhance customer satisfaction.

Looking Ahead: Continuing to Write a Future of Unlimited Possibilities

Since its launch in London in 2023, Avaya Journeys has traveled to numerous cities. The success of the Hong Kong stop not only highlights Avaya’s deep commitment and strategic presence in the Greater China region but also paints a new vision for customer experience driven by technology. Moving forward, Avaya will continue to uphold its core values of “customer-first, collaborative win-win, and innovation-driven,” partnering with more enterprises to jointly create boundless possibilities in customer experience.

We firmly believe that true connectivity stands strong through any storm, and genuinely sustainable partnerships are built on trust.

Thank you to every customer, speaker, and partner who joined us on-site — we look forward to seeing you again at the next stop of Avaya Journeys for more exciting moments together!