Digital First Program

Digital First is a comprehensive program institutionalized to reflect our mantra ‘Be Digital | Do Digital’ and aims to:
• Accelerate digital transformation at all customer touchpoints
• Unify knowledge management and digital skilling
• Drive customer experience
• Build partner ecosystems with digital startups

The Digital First Program at Cognizant Digital Business Operations (DBO) was tasked with the responsibility to build a truly digital enterprise that not only focusses on client process transformation but also internal transformation that can manifest into better experience for our clients, their customers and our associates.

The Program team was successful in identifying 26 solutions as part of ideation sessions and the contributors were given 4 months to build a prototype of the solution. These solutions were presented in a forum called Shark Dome presided by a panel of executive leaders. 18 solutions were chosen for full stack development and a grant of $1 Million was approved. Product managers were assigned to each of the 18 accelerators and multiple parallel development sprints were conducted to complete the deployment latest by March’21. The team has been successful in deploying all 18 accelerators before due date, which were then infused for adoption across the 8 stages of client engagement with Cognizant viz. Contact – Solution – Bid Defense – Contracting – Transition – Delivery Management – People Management – Renewal.

• Solutions infused in Contact phase helped Sales team better understand and effectively engage with client contacts
• Solutions that were introduced in the Solution phase were focused towards reducing the time to source content, case studies and Digital assets
• Bid Defense stage was supplemented with a cognitive Win predictor to improve win rate
• Effective Governance solutions were deployed in Transition phase to deliver timely projects with least cost overruns
• Digital Governance, Data Visualization, Risk detection & management tools strengthened delivery maturity
• Virtual Assistants and Crowdsourcing platforms helped with timely query resolution and resource fulfillment
• The renewal phase was reinforced with Deal Renewal monitor for effective tracking and planning deal renewals with controlled margin erosion

The detailed submission enlists details for each of those 18 innovative solutions that helped deliver 8X benefit on investments and helped improve overall SOW fulfillment by 2% points. VOC score has been trending at 4.40 on a 5-point scale and the annual Cognizant People Engagement and Satisfaction (CPES) survey showed improved Support Staff Employee Satisfaction. Implementation of these tools provided an additional soft benefit of 34% and reduced time to source information by 20%.