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A Playbook for Managing at the Crossroads

OUR LATEST THINKING

Innovation Beyond The Four Walls

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FEATURED NEWS

August, 12, 2015

New England Healthcare Exchange Network Turns to Cognizant and TriZetto for Technology Innovation and Collaboration

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The Cognizant Difference

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OUR LATEST THINKING

Transforming Finance and Accounting to Optimize Financial Close
Many firms are working to accelerate and improve the daily financial close, but are far from ready. By formalizing the F&A value chain, modernizing and strengthening their F&A platform, assessing and optimizing existing service models and heightening overall F&A governance, companies can achieve this goal, supported by a set of success factors for measuring progress and aligning transformation activities.
Why Risk Matters: Deriving Profit by Knowing the Unknown
Risk management is a critical activity for capturing profits; in particular, unknown risks - or "unknown unknowns" - pose the greatest threat for unidentified losses. We offer a template for uncovering such risks via a Q&A process.
Why Your Best Salesperson May Be a Customer Support Rep
Using rich data, powerful analytics and integrated toolsets, support organizations in the communications and technology industry can achieve a real‑time understanding of customer challenges, enabling them to convert troubleshooting exercises into rewarding experiences and convert customers into brand ambassadors.
Dialing Up Digital: Retaining a New Generation of Customers
Our survey confirmed that to attract and retain young, tech‑savvy customers, communications service providers must act fast to enhance their current services, better understand these customers’ needs and make their digital support channels easier to use. This involves analyzing the differences between younger and older customers and using that information to retain them and build their confidence. CSPs must also ensure that efforts to personalize solutions and services deliver the expected value and also provide the levels of security and privacy these customers demand.
Enterprise Risk Management: Minimizing Exposure, Fostering Innovation and Accelerating Growth
Formal policies and processes for enterprise risk management (ERM) are common among large corporations, such as those in finance and healthcare. However, most technology‑focused companies consider ERM an obstacle to innovation. When properly implemented and maintained, an enterprise risk management program can lessen risk, accelerate strategic development, drive innovation and bolster bottom‑line growth.
The Internet of Things: Impact and Applications in the High‑Tech Industry
As both makers and users of the Internet of Things (IoT), high‑technology companies stand to gain both sales and process efficiencies by deploying IoT technologies throughout their operations. We provide a guide to benefits to be realized by semiconductor fabs, distributors, contract manufacturers and OEMs from IoT enablement and deployment and a brief road map of first steps.
Optimizing Outcome‑Driven Change: It’s About the Process, Not the Technology
IT enablement, digitization and automation are crucial for supporting processes that are cost‑effective and value‑rich. Nonetheless, technology can only deliver these benefits if businesses understand the flaws in their processes and take steps to rectify them. Using a structured, comprehensive approach, companies can clearly define and deconstruct inefficient processes and reconstruct them to achieve the desired outcomes, a clear and quantifiable return on investment.
Power to the People: Customer Care and Social Media
The growth of social media, including Facebook and Twitter, offers many opportunities for businesses to connect with customers. Nonetheless, most companies still view social media as an extension of their traditional sales and marketing efforts; few are using social media to strengthen customer care and offer customers consistent, seamless and satisfying experiences.
Transforming SaaS Business Operations with Systems of Engagement
As independent software vendors (ISVs) increasingly adopt a software‑as‑a‑service (SaaS) delivery process, transitioning from perpetual license to a subscription model is fraught with challenges. To handle the shift, we recommend that ISVs adopt systems of engagement (SoE) to replace their existing systems of record (SoR) and we offer some guidance on how to get there.
Field Services Transformation: Leveraging Change Implementation
To remain relevant in today’s highly‑charged, competitive landscape, Communication Service Providers (CSPs) need a change management framework comprised of committed leaders and an engaged field services organization, to ensure positive outcomes, motivate field technicians and prevent the loss of valuable resources.

RESULTS

  • Modernized IT Architecture Results in Greater Scale
    and Agility
  • Resolving Growing User Support Demands

Modernized IT Architecture Results in Greater Scale and Agility

To stay ahead of changing customer demands and steady growth, an ecommerce company engaged with us to develop a scalable IT architecture using an Agile/Scrum process that could facilitate on-the-fly product catalog and feature additions. The new system increased product development and support capabilities and provided the ability to keep pace with evolving best practices in software engineering. DOWNLOAD PDF

Resolving Growing User Support Demands

For a global software provider, we supplied the people and skills to handle lower-priority application support requests among its roughly 7,000 end users around the world.Our client accomplished this by establishing an SLA guaranteed to resolve 90% of support issues within seven days, thanks to planning and reporting tool that helps IT service managers cross-train team members and generate reports. DOWNLOAD PDF

  • Modernized IT Architecture Results in Greater Scale
    and Agility
  • Resolving Growing User Support Demands

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