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March 06, 2020

Cognizant's 2020 AWARD FINALIST CASE STUDY : Best Achievement in Operational Excellence to deliver an outstanding Customer Experience Excellence

Read this article about Cognizant, Best Achievement in Operational Excellence to deliver an outstanding Customer Experience Excellence, selected by the independent judging panel, for the 2020 Business Transformation & Operational Excellence Industry Awards program.

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Associate 365 is a versatile AI based predictive tool , which can ingest millions of data inputs across the three dimensions of agent behavior (login/out, browsing, 1-0-1 feedback etc.), profile (vintage, salary, grade etc.), historical performance (effectiveness, efficiency) for large multi-regional teams through well-defined data channels periodically and manifest results in terms of 'precise error prone samples', 'Auto Regression Integrated Moving average based 4-6 week performance prediction at granular level' and 'triggers for proactive counselling, attrition management'. The conception of this tool arose from a social media engagement, wherein diversity and granularity of data was vast and dynamic coupled with ever evolving policy landscape posed grave challenges to maintaining platform sanctity. It did work wonders as it took away 30% of operations management time by automated sampling, wellness triggers and policy based clusters. Refreshers became dynamic and precise leading to 5-8% sustained gain in effectiveness globally. Process Knowledge tests were narrow casted as per individual requirements. 1/3rd of probable attrition was contained and ESAT rose by 10%. While the tool has proven its capability for a digital born engagement, the versatility of elements make sure that the same can be used as a plug and play with minor modifications across all service lines and verticals. The time for modification and pilots would range between 1-3 months depending upon the team size, number of regions, data availability etc.

There has been a general shift towards shorter project durations, adoption of fail fast and agile methodologies across industries and more so in digital and IT space. This calls for real time data nuggets for quick decision making and freeing management's time from laborious slicing, dicing, pivoting and statistical analysis. A365 clearly fits the bill here. Once established, data automatically flows into the tool from pre-defined locations, which can be manually maintained trackers or system generated reports. Complex algorithms like Auto regression based moving average are able to derive insights on future trend fluctuations and identify needs for urgent or planned interventions in terms of process training and employee wellness. Overhead costs like Business Analysts and reporting teams can be significantly reduced. Automatic triggers not only save management's time for analysis and dash-boarding but also improves in-production time by 10% as raters get individual case-lets and knowledge tests as per their feedback requirements. 1-0-1 interactions for feedback are optimized with readily available insights. Action planning takes precedence to analysis paralysis. The simple concept of 'Y is a function of multiple Xs' has been used and actualized to fullest potential within A365 framework, which works on simple and elegant language of R.

New Awards CTAA365 Predict operations tool  helps managers to predict operations –1. Persona Creation and Automated reporting with trigger identification along with Actionable insights which has also Prediction power for attrition/Error. 2 Dashboard performance at a granular level 3. Identify variations at all levels of rater, region, TL/TM or any combination 4. Predicts volume fluctuations and accuracy output week after week 5. Samples the best data set for internal audit process ensuring real time check on errors.

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About the Awards

The Business Transformation & Operational Excellence Awards have been established to showcase globally the most outstanding organizational achievements through the application of Operational Excellence programs. Click here to view the Press Release.

The winners will be announced at the Awards Ceremony at The Business Transformation & Operational Excellence World Awards (BTOES) on Wednesday, March 25th, 2020, from 6.30pm in the Venetian Ballroom at the Loews Portofino Bay Hotel at Universal Orlando Resort.

The Business Transformation & Operational Excellence Awards are open to all organizations, both private and public sector, across the globe, which have implemented Operational Excellence programs to deliver outstanding business results.

The Awards will be held in conjunction with the Business Transformation & Operational Excellence World Summit, BTOES 2020 in the beautiful Venetian Ballroom on March 25, 2020 at the Loews Portofino Bay Hotel at Universal Orlando™️. Click to access the agenda, view the current speakers, and watch the highlights video from last year.

 

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BTOES.com

The issues in this article are just one of topic areas that are going to be discussed at the Business Transformation & Operational Excellence World Summit & Industry

BTOES is the industry’s biggest and best, senior-level, cross-industry gathering of Business Transformation & Operational Excellence industry leaders and senior executives.

It also hosts the Business Transformation & Operational Excellence Awardswhich showcase globally the most outstanding organizational achievements through the application of Operational Excellence programs.

The summits hosts a number of private forums for C-Level & Global corporate-level leaders as well as business unit heads.

With over 150 speakers, over 100 sessions, 12 Keynotes, 9 Track Themes, 5 parallel tracks, 60+ track sessions, 50 roundtable discussions, 20 Interactive Workshops, 6 Thought Leader Panels, 5 Leaders Boardrooms, 5 co-located events, the Industry Awards Program, Site Visits, 20+ hours of social networking including 2 gala cocktail parties, dinners, numerous group activities, this is the ultimate event to benchmark, network and drive Operational Excellence to the next level.

 

Quick Links

Speakers

Agenda

BTOES Awards

 

There is a strong focus on Cultural Transformation, Customer Delight, Sustaining an Operational Excellence program, Need for end-to-end Business Transformation, Keeping up with new technologies/impact of digitalization and Leadership Buy-in & Understanding. We dedicated two tracks to advanced technologies, such as AI, Machine Learning, RPA, Predictive Analytics, Blockchain, Cloud infrastructure etc.

The agenda is designed to encourage active meaningful conversations though all day enhanced networking and interaction opportunities, including

  • All-day Refreshment & Themed Breaks

  • 1¼ Hour Hot Breakfast Networking Sessions

  • 1½ Hour Hot Plated Networking Lunches with Topic & Industry Sector focussed tables

  • 1½ Hour Roundtable Sessions by Topic & Industry Sector.

  • Keynote & Themes Panel Sessions

  • Hosted Welcome Receptions from 5.30pm

  • Expanded more lavish Awards Program

  • Newly launched Night Summit for attendees to meet after dinner

For more information or to discuss the summit in more detail please schedule a call below,

Click here to schedule a call. 


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