--- title: "IBM's 2020 AWARD FINALIST CASE STUDY : Best Achievement in Operational Excellence to deliver an outstanding Customer Experience Excellence." description: Read this article about IBM, Leveraging Employee Engagement with Empowerment image: https://insights.btoes.com/hubfs/output-onlinepngtools%20(1).png --- - [**PRO**QIS.com](https://www.proqis.com/) - [**PRO**QIS DIGITAL](http://www.proqisdigital.com/) - [**Careers PRO**QIS.com](https://proqis.com/careers) - [Get in Touch](http://proqis.com/contact) - [BTOES Annual Conference](http://btoes.com/) - [Follow us @BTOESInsights](https://twitter.com/BTOESInsights) - - - - [BTOESInsights](https://twitter.com/BTOESInsights) [![Subscribe](https://no-cache.hubspot.com/cta/default/480025/5d873dce-ed40-4bb4-a155-8f9b6a7167d5.png)](https://cta-redirect.hubspot.com/cta/redirect/480025/5d873dce-ed40-4bb4-a155-8f9b6a7167d5) - [Home](https://insights.btoes.com) - [BTOES Annual Flagship Conference](https://btoes.com/home) - [BTOES Awards](https://btoesawards.com/) [![](https://insights.btoes.com/hubfs/BTOES%20top%20banner-1.png)](https://btoes.com/) [![](https://insights.btoes.com/hubfs/BTOES%20Awards%20top%20banner.png)](https://btoesawards.com/) ## 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[IBM's 2020 AWARD FINALIST CASE STUDY : Best Achievement in Operational Excellence to deliver an outstanding Customer Experience Excellence.](https://insights.btoes.com/2020-award-finalist-spotlight-ibm-finalist-in-the-best-achievement-in-operational-excellence-to-deliver-an-outstanding-customer-experience-excellence-0)   [Customer Experience Excellence](https://insights.btoes.com/topic/customer-experience-excellence) [Award Finalist Case Study](https://insights.btoes.com/topic/award-finalist-case-study) Read this article about IBM, Finalist in the Best Achievement in Operational Excellence to deliver an outstanding Customer Experience Excellence, selected by the [independent judging panel](http://btoes.com/judging-panel), for the 2020 Business Transformation & Operational Excellence Industry Awards program. ![output-onlinepngtools (1)](https://insights.btoes.com/hs-fs/hubfs/output-onlinepngtools%20(1).png?width=250&name=output-onlinepngtools%20(1).png) ![pillar%20page%20line%201](https://insights.btoes.com/hs-fs/hubfs/pillar%20page%20line%201.png?width=830&name=pillar%20page%20line%201.png) IBM collects an average of 730,000 surveys from clients on a yearly basis. CAIR (Client Advocacy Insights Robot) is able to filter out 95% of those surveys enabling our Client Advocacy team to focus on those that are potentially relevant to the specific organization for action. A custom-built Artificial Intelligence model was created to deliver this solution. It was custom coded on Python and is hosted on the IBM Cloud. A structured management system was created establishing client advocacy focal points across the organization in order to review and act upon the surveys identified by the AI solution. ![cair](https://insights.btoes.com/hs-fs/hubfs/cair.png?width=494&name=cair.png) **1)   The Artificial Intelligence (AI) machine:** The machine uses Natural Language Processing methodologies like dictionaries, text analytics & topic mining. It starts with ETL (Extract, Transform, Load) activity by cleaning and combining the data and then analyzing it based on the defined keyword groups by organization to determine the relevance. It also incorporates sentiment analysis to add an additional component that determines a Survey importance ranking. This enables prioritized review of the cases. This model is enabled for human-in-the-loop methodology meaning that the user’s input on the user interface can be fed back into the model for iterative machine-learning enhancement so that the model can get more and more accurate over time.   **2)   The User Interface:** The Client Advocacy Team uses a web user interface as their working tool to review, assess, track and update findings and action plans for the surveys under their scope.   **3)   The Executive Dashboard:** Displays aggregated data visualizations from the data in the user interface. It offers a variety of views showing client insight volumes, splits by organization, top issue tree-maps, word-clouds with the ability to drill down to comment, trends on multiple parameters and specific views of systemic issues. The purpose of the dashboard is to visualize the data and deliver actionable insights to key stakeholders.   **4)   The Management System:** With the key focus of continuous improvement to close the loop with the clients on all issues, the network of client advocacy focal points across the organization rigorously review all survey comments assigned to their specific area by CAIR. They then perform an in-depth review, leveraging both the Inner (tactical) and Outer (systemic) Loop methodology. Findings and actions are reported via the established governance cadence and shared with relevant stakeholders. Global/Systemic issues are identified and addressed, closing the loop. [![New Awards CTA](https://insights.btoes.com/hs-fs/hubfs/New%20Awards%20CTA.png?width=1748&name=New%20Awards%20CTA.png)](https://insights.btoes.com/final-case-studies-2020) Here is a real example of CAIR in action: At the end of 2018 an IBM invoices application was sunset and replaced by a different application. This resulted in a spike in the volume of survey comments from clients complaining about multiple issues with the new application. CAIR enabled our team to surface these comments, categorize insights and then immediately act upon the issues through the delivery of multiple enhancements to the new application. The volume of alerts significantly dropped as a result of these actions. CAIR discovered the problem before the sales or technical team responsible for the new invoices system identified it. ![piller-line](https://insights.btoes.com/hubfs/Blog/BTOES_2020-Blog%20assets/pillar%20page%20line.png) ## **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.   ![piller-line](https://insights.btoes.com/hubfs/Blog/BTOES_2020-Blog%20assets/pillar%20page%20line.png) ## **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**](http://btoes.com/) 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 Awards**](http://btoes.com/about-the-awards)**,** which 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](http://opexpf.com/) 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](http://btoes.com/speakers) [Agenda](https://t.sidekickopen10.com/s1t/c/5/f18dQhb0S7lC8dDMPbW2n0x6l2B9nMJW7t5XZs653lLdW2zht3s3LP-NWW2zhqcR56dBWjf2R9rYC02?t=http%3A%2F%2Fbtoes.com%2Fagenda&si=5539428416225280&pi=b768a3d4-552b-4535-e2c4-3c00510f9d57) [BTOES Awards](http://btoesawards.com/)   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.](https://app.hubspot.com/meetings/robin-sutton?__hstc=178528059.46684419e66027670a000b50470d2062.1582115964533.1582136459513.1582194954532.5&__hssc=178528059.3.1582194954532&__hsfp=818904025)  [![The Business Transformation & Operational Excellence Industry Awards](https://insights.btoes.com/hubfs/Assets-2020/BTOES%20AWARDS%20LONG.png)](http://btoesawards.com/) [![The Largest Leadership-Level Business Transformation & Operational Excellence Event](https://insights.btoes.com/hubfs/1-51.png)](http://btoes.com) ![opex\_assembly](https://insights.btoes.com/hubfs/BTOES%20Awards%20Logo%20Base%20(5)-2.png) ![business\_assembly](https://insights.btoes.com/hubfs/BTOES%20Awards%20Logo%20Base%20(4)-2.png) ## Proqis Digital Virtual Conference Series View our schedule of industry leading free to attend virtual conferences. 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