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March 04, 2020

IBM's 2020 AWARD FINALIST CASE STUDY : Best Achievement in Data Analytics enabling Operational Excellence

Read this article about IBM, Finalist in the Best Achievement in Data Analytics enabling Operational Excellence, selected by the independent judging panel, for the 2020 Business Transformation & Operational Excellence Industry Awards program.

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In IBM’s transformation into a Premier Cognitive Enterprise, driving integrated value in Speed, Efficiency and Advocacy are key outcomes that will differentiate IBM from its competitors.

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The Quote to Cash (Q2C) Operations support IBM's sellers from pre-sale to post-sale processes and is one of the most critical operational pillars of IBM. Q2C faces diverse challenges amidst a continuously changing environment. Besides having teams located across multiple continents and time zones, the organization is faced by the presence of more than 60 complex processes, manual work iterations, legacy systems and a high volume of incoming requests.

Motivated by such operational challenges, we developed the Q2C Cognitive Advisor, a first of its kind artificial intelligence-based chatbot that integrates state-of-the-art visualizations with advanced analytics capability through machine learning and big data processing. The solution’s main value proposition is in its ability to provide personalized and actionable business insights, forecast, simulation and prediction, amidst complex datasets and millions of potential permutations.

Q2C Cognitive Advisor offers the following key features:

  • An interactive chatbot that provides conversational solution to data analytics, visualizations and actionable insights.
  • Personalized dashboards: option to view and save analytical charts and graphs via a personalized dashboard.
  • Predictive analytics: predict situations that may cause potential turnaround issues and the estimated cycle time required to close each request.
  • Simulation: augmented workload prioritization allowing users to simulate outcome based on different scenarios.
  • Forecasting: future cycle time metrics forecasting based on historical data.
  • Proactive notification of performance alerts: generate statistical-based cycle time alerts and proactively notify the relevant team members when there is a sudden increase in their performance metrics.
  • User feedback mechanism: instantly receive user feedbacks through interaction with the chatbot, allowing continuous improvisation of the tool.

New Awards CTABusiness results

Since its deployment, Q2C Cognitive Advisor significantly improved IBM Q2C year-on-year operational efficiency in AP/GCG/JP geography. It had contributed to:

  • Thousands of manhours saved in productivity improvements.
  • 41% improvement in response time to IBM Sellers requests.
  • 5% improvement in the Net Promotor Score (NPS).
  • 10% improvement in Employee Sentiment.
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Q2C Cognitive Advisor has emerged as one of IBM Enterprise Operations and Services 2019 key initiatives that help transforming IBM into a Premier Cognitive Enterprise. The journey of Q2C Advisor project is a proof point of how IBM Q2C have grown from experimenting with technology into transforming IBM with AI globally, with key outcomes contributing to Speed, Efficiency and Advocacy.

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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. 


The Business Transformation & Operational Excellence Industry Awards

The Largest Leadership-Level Business Transformation & Operational Excellence Event

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