Offering Overview. Change Adoption

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1 Offering Overview Change Adoption Ensure digital initiatives generate and sustain their promised business value and performance by accelerating adoption of new digital technologies, platforms and processes with Change Adoption solutions from Cognizant Digital Business. Offering Overview May 2018

2 Offering Overview Ensure Digital Initiatives Deliver Real Value. ACCELERATE TIME-TO-VALUE WITH A COMPREHENSIVE CHANGE ADOPTION SOLUTION. Organizations embark on major digital transformation projects to create entirely new levels of revenue, margin performance and customer and employee satisfaction. Ensuring a substantial return on digital transformation at scale requires a comprehensive change strategy, adopting new processes and tools while keeping the business running and helping stakeholders not just embrace change but use it to spark innovation and new experiences. Make certain your digital transformation generates the substantial and lasting value you expect with Change Adoption solutions from Cognizant. You ll gain a robust and proven change management framework, leading-edge adoption accelerators and experienced practitioners. We have the expertise, scale and resources to accelerate adoption of new processes and technology. From strategy development through execution, our Change Adoption capabilities help ensure your organization achieves, sustains and grows the expected business outcomes from your large-scale digital transformation. Change Adoption 2

3 What We Offer You COMPLETE CHANGE ADOPTION METHODOLOGY, ACCELERATORS AND UNIQUE PLAYBOOKS. Our comprehensive Change Adoption solutions will enable your organization to: Accelerate and sustain employee, customer and partner adoption of new processes. Match the velocity of change with digital tools and platforms. Provide personalized change adoption solutions with multiple modes of learning for multigeneration stakeholders with different learning preferences and capabilities. Clearly articulate the business case for change and ensure leaders and employees understand and embrace it. Prevent resistance to change by engaging stakeholders effectively and creating a change agent network. Ensure change efforts move forward while maintaining required business productivity with clear and realistic prioritization of work and projects. Effectively retain critical employees and knowledge with robust, structured knowledge transfer and workforce reskilling programs. Tailor communications to specific stakeholders to ensure they understand and engage in how the transformation efforts will benefit them personally. We deliver these benefits with our complete Change Adoption portfolio that includes: Digital Adoption Strategies and Deployment Deploy practical, proven frameworks for your specific initiative or combination of digital programs. At Cognizant, we have developed specific Change Adoption methodologies for a wide range of today s digital initiatives. We draw on our own experiences in adopting these platforms to offer your organization intelligent, realistic methods and practices and anticipate and address human issues, such as resistance to change. A sampling of our Change Adoption playbooks includes: AI and analytics Industry-specific platforms Connected products and environments Change Adoption 3

4 Adoption Tools Your organization gains access to leading edge tools that expedite change adoption and help employees quickly master new processes from content creation to self-learning and develop new, digitally oriented thinking. Our universe of tools includes WalkMe, Engage by Cell, Jigsaw, CasKade, Perzi, Coursera, Toolwire and many more. Strategic Change as a Service Drive additional value from your change adoption investments by standardizing change processes across your entire portfolio of programs through an internal change adoption center of excellence. We have developed a Change Prioritization Tool that analyzes multiple concurrent change programs, then calculates relative importance and scores for each activity to generate a realistic prioritization matrix to ensure progress is made where the business benefits most. Our tool identifies change risks and issues across the enterprise and analyzes requirements for scaling solutions, staff and strategies. We also help your organization catalog tools, accelerators, best practices and lessons learned and make these available to any line of business or internal business functions embarking on a digital initiative. IN THE REAL WORLD We put our Change Adoption solutions to the test internally to support Cognizant s major sales enablement transformation. The results: We improved win rates by 1400 basis points in the first year, improved pipeline visibility by 30%, reduced revenue forecast adjustments by 35% and saw a 17% increase in committed sales within the first year. The underlying change adoption program spanned strategic planning and executive support to engaging and reskilling associates to technology implementation and integrations. We are helping clients experience similar business-transforming results from their digital initiatives, as this sampling of our work shows: A global food services giant achieved a $300 million revenue increase and improved customer retention and acquisition by 15% with the change adoption program we developed and executed to accelerate the company s completely new approach to sales and customer experience with revamped processes and new underlying technology. A major US healthcare organization is on track to cut costs by $750 million over seven years and reduce time to market to respond to the industry s value chain compression through our change adoption program. We enabled a rapid transition of IT and business users to the company s new platforms for core administrative health plan functions, care management and self-service portals. A leading communications provider shortened its lead-to-service from 200 to 30 to 100 days with new offers and improved customer experiences with faster order installations and activations through our change adoption strategy that jumpstarted change implementation, minimized employee resistance with effective engagement tactics, lowered the costs of change and improved the organization s alignment with new processes and success metrics. A major European financial services company won new customers, reduced operating costs by 40% and improved its NPS by 5% with our change adoption solution for its customer experience transformation agenda that ensured IT and operations were aligned with its business objectives. Change Adoption 4

5 Our Exclusive Methodologies PROVEN METHODOLOGIES DRIVE MEASURABLE TRANSFORMATION OUTCOMES Our Change Adoption Framework is structured to drive transformation progress yet is flexible enough to address your organization s specific challenges and opportunities. The key framework components are: Re-think: We align vision and metrics of transformation to your strategic objectives and create a compelling case for change your stakeholders will embrace. Re-imagine. We develop a common language, scorecard and messaging, ensuring there is clarity and brevity about what s truly different. We establish an optimal business and technical design to fulfill that vision and ensure the future operating model is feasible. Reset. We create the right conditions for success and help you define, promote and scale what great looks like. We modernize your technology backbone and prototype, pilot and scale new ways of working. Realize. We build a fully integrated change network to drive impact and help leaders at every level of your organization teach and coach what they expect and integrate new methods with process, tools and recognition. The framework enables us to execute these tactics in line with your organization s objectives: Change strategy. We set the overarching strategy for managing the change, including establishing the case for change and creating the project governance structure. Stakeholder engagement. We identify the affected stakeholders of a project and develop a framework and plan for engaging and aligning leadership to members. Organization design. We determine how and when department structures, reporting hierarchies job definitions, etc., should transition during a project. Learning and development. We prepare end users to successfully perform their jobs using the new business processes. Benefit realization. We define project success, assign accountability and track key performance indicators. Culture. We assess the elements that drive your culture and determine how those elements can drive strategic improvements. Communications. We plan, develop and deliver messages to engage affected stakeholder groups to prepare them for the coming changes. Impact identification and readiness. We identify how each audience will be affected by project changes and track their progression toward readiness and ultimately, adoption. Change Adoption 5

6 The Cognizant Digital Business Advantage Cognizant Digital Business has the unique ability to manage the concurrent transformation of business, operating and technology models. We have deep expertise in IT, operations and business strategy and understand how all must align to deliver your customers and employees the rich new experiences that lead to new market share, revenue growth and continued innovation. What sets us apart: Multi-disciplinary teams of social scientists, design thinkers, creative technologists, engineers and strategists on tap to help your organization create its future. Insight to code approach that draws on behavioral science, thick data about actual human behavior and analytics infused with AI to help ensure experience design and code development meet actual market needs, de-risking development efforts. Expertise in developing and deploying next-gen technologies, including IoT capabilities, AI, augmented and virtual reality, platform development and more. Investment in start-ups, including internally generated new business concepts; unique Collaboratory spaces for prototyping, design and scaling innovation. Flexibility to support a wide range of development environments, including Agile, waterfall and hybrid delivery approaches. Extraordinary depth of expertise across a wide range of industries, enabling us to bring industryspecific insights and experience to your opportunities and challenges. LET S GET STARTED Whatever your industry, Cognizant s Change Adoption solutions will help ensure your organization achieves the full promised value of its digital transformation initiatives. Improve agility, capture value, reduce costs and drive new revenues by putting Cognizant Digital Business to work for you. For more information, please visit: cognizant.com. Change Adoption 6

7 ABOUT COGNIZANT Cognizant (Nasdaq-100: CTSH) is one of the world s leading professional services companies, transforming clients business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant is ranked 195 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at or follow World Headquarters 500 Frank W. Burr Blvd. Teaneck, NJ USA Phone: Fax: Toll Free: European Headquarters 1 Kingdom Street Paddington Central London W2 6BD England Phone: +44 (0) Fax: +44 (0) India Operations Headquarters #5/535 Old Mahabalipuram Road Okkiyam Pettai, Thoraipakkam Chennai, India Phone: +91 (0) Fax: +91 (0) Copyright 2018, Cognizant. All rights reserved. No part of this document may be reproduced, stored in a retrieval system, transmitted in any form or by any means,electronic, mechanical, photocopying, recording, or otherwise, without the express written permission from Cognizant. The information contained herein is subject to change without notice. All other trademarks mentioned herein are the property of their respective owners.