A New Role for Medical Device Field Service

My first experience in service and repair came in the early ‘90s, working with leading telecommunications companies in the U.S. and Europe.  With deregulation, cost pressures and new technologies, telcos needed to completely change how they planned, dispatched, delivered and managed field service work. It was a tough mandate: Maintain service quality while increasing the […]

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Customer Trust in a Sharing Economy

Recently, I wrote about key from Cognizant research included in our report, “The Business Value of Trust.” The results were stark: Losing customer trust presents a major existential threat to companies. Not protecting consumers’ personal information and upholding privacy is a fast way to lose it. However, we also learned that when consumers know a […]

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Malcolm Frank on the Future of Digital

Digital transformation is a big theme getting a lot of discussion on Digitally Cognizant: about how mobile is key to digital or how to create better customer experiences with digital. But with all the advantages that digital can provide, the concept isn’t always understood well. Where is digital going? How can businesses look toward the […]

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The Reinvention Imperative for CIOs

Are you a CIO? Now you can call it chief inclusion officer. Or chief influence officer. Oh. Add IT evangelist. Digital and business strategist. Transformational leader. And game-changer. As companies of every size, in every industry, strive to transform themselves for the digital age, the job description of the chief information officer is expanding to […]

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Intelligent Automation Is Making People and Businesses Smarter

It’s coming into focus that automation and digitization are disrupting business as usual, stoking fears of the massive unemployment (see McKinsey’s take, Oxford’s analysis, and MIT’s view). But while intelligent automation can mean fewer humans required, it also drives productivity to breakthrough levels by empowering people to do more in less time and with greater accuracy, freeing costs […]

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Intelligent Automation – Welcome to the Big Leagues

Google the term “process automation,” and you’ll quickly realize that it’s also called any number of other things: Service Delivery Automation Robotic Process Automation Intelligent Process Automation Machine Learning Artificial Intelligence Cognitive Computing Autonomics Simple as alphabet soup, right? This search result reflects a confusing market that is still up for grabs. The debate over how to define the […]

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