Balaji Uppili - Chief Customer Success Officer for GAVS Technologies

Wikipedia defines Customer success as "...the business method ensuring customers achieve success, their desired outcomes while using your product or service."  If automation is your product/service, what are the keys to ensuring it succeeds for your internal and/or external customers? When digital transformation projects have a documented failure rate as high as 84%, how should you approach implementation of automation to be part of the 16% that succeed?   For answers we turn to Balaji Uppili, Chief Customer Success Officer at GAVS Technologies, one of the leading global IT service providers for midsize enterprises.  As the man tasked with assuring GAVS clients get the desired outcomes they demand, he's developed critical insights on how to increase their odds of success.  He shares some of his accumulated wisdom with us, including why cost reduction shouldn't be your most important measurement of success.