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April 01, 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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Sybil is a Cloud-based application that uses Google Natural Language Processing to perform text analytics like Sentiment & Syntax Analysis and Text Categorization. It is useful in generating insights from any type of unstructured data like user feedback comments.  Sybil also uses Google’s Translate API to translate text from multiple languages to English, so that insights can be generated from multiple locations to give us a consolidated view of the Voice of the Customer.

Sentiment & Syntax Analytics plays a significant role in generating insights from unstructured customer feedback, thereby enabling improvement opportunities in the customer’s product, our customer service support, process improvements and policy changes. Sybil automatically analyzes the feedback to churn out the Sentiment of the feedback, extract lurking negatives and talking points that influenced the sentiment. Using Syntax analysis we identify what the customer is talking about along with why they are talking about. Using a predefined Artificial Intelligence module, we built a custom categorization engine to provide a high-level view of the customers’ concerns. The sentiment score has a correlation to customer satisfaction scores which enabled us to get a better estimate of the customers’ experience though an algorithm called SenseCX.

Sybil uses digital technologies and process engineering that align to Cognizant’s Digital First tenets of customer-centricity, human-centric design, intelligent automation, smart analytics and shared culture. Sybil is a scalable platform that can seamlessly plug into existing workflows by exploiting the power of new age technologies like neural networks / Machine learning and Artificial Intelligence.

Baseline estimates indicate that 3000 comments can take approximately 35 person-days to be analyzed, whereas Sybil can cut this down to as low as 30 minutes. Sybil uses user comments as an input and delivers direction to where the focus should be on investment and product development. Using this direction, the Subject Matter Experts can formulate strategic insights and business recommendations. Sybil addresses challenges around missing opportunities available, as more than 20% of user comments with a high customer satisfaction score in fact have a lurking negative sentence. Such cases typically go unanalyzed as the teams find it very time consuming to analyze every user feedback. This solution has huge replication opportunity in all processes that have unstructured data in the form of user generated text. Improving product and service strategies through Sybil-genated insights can lead to potential CSAT improvement of 4-5% points.

New Awards CTAOwing to the complex nature of the integrations that Sybil has, the process excellence teams along with cross-functional teams from service delivery, automation and analytics created a hybrid and agile model of implementation that draws heavily from project management best practices, Six Sigma fundamentals, Lean methodologies and innovative application development.

 

With more than 20 org-wide implementations planned of Sybil and replication opportunities in our overall client landscape, we expect the valuation of Sybil to be at $27 million over the next 3 years. The success of this implementation also entailed innovative tools, client sponsorship and a strong internal sponsorship.

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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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