Customer experience (CX) is the true battleground for brands in the digital era. To strengthen Cognizant’s capabilities in CX, it recently acquired Zone, one of the United Kingdom’s leading full-service digital agencies specializing in customer experience,
A watch that once told the time and date can now monitor your heart rate and warn you if timely care is needed. A car that once transported you from A to B is now highly connected and semi-autonomous, with the ability to self-diagnose when issues arise. And with augmented technology, each of our own five senses can soon be significantly heightened.
What do singer Adele, cryptocurrency Bitcoin, and Spotify have in common? These immensely successful cultural and business phenomena were officially launched less than ten years ago. How is this linked to customer experiences? In today’s super-charged world, we need to change how we develop compelling, viable customer solutions and services.
When it comes to adopting the latest technology, the insurance industry is widely regarded as a laggard. Until recently, few insurer-developed social, cloud or mobile-first apps even existed. Now, bots are wining ground; customer-facing applications are popular because that’s where both revenue and customer experience stem from.
Legacy applications are a stark contrast to what will drive the next, and more powerful, wave of digital transformation: Intelligent software services that can think, learn, adapt and autonomously take action on data faster than any human could.
Blockchain has already disrupted business processes in the financial sector, and is poised to impact companies across industries. Because the technology can provide an immutable digital record of contractual interactions and transactions across an ecosystem, we believe that manufacturing is likely next in line.
Why should insurers study human behavior? Because understanding human behavior, and acting upon it, will be a true differentiator in the future, and will enable insurance's next-generation services.
Designing a digital organization requires new building blocks. During Cognizant Connect in Oslo, Euan Davis from Center for the Future of Work, EMEA Cognizant, suggested seven essential elements that companies should keep in mind when building an organization for the future.
Norwegian Storebrand’s framework to support its actuaries involves a new software solution together with a specialized Cognizant team in Vilnius. Here, IT skills merge with business knowledge and the team now constitutes the engine that generates data, develops models, and allows Storebrand’s actuaries to focus on qualified tasks like analysis and business improvements instead. So far, this concept has proven very successful – and is now offered to other businesses as well.
To remain competitive, you need to be where the customers are. Airline company Transavia wanted to find a way to serve customers in a more efficient way, without loosing the human touch. By utlizing AI, Transavia and Mirabeau, a Cognizant Digital Business, built a chatbot that now helps the customers book tickets faster and easier.
