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HfS webinar slides - How enterprises are embracing cognitive AI to transform their customer engagement

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Enterprise leaders are under intense pressure to respond to constantly changing customer needs, or risk losing revenue and relevance within their industries. Collapsing silos within their business operations can place the needs of the customer at the core of business processes, and cognitive AI technologies, including digital agents, can be a significant catalyst to achieving a fluid “OneOffice” operations framework and drive engaging customer experiences.


In this webinar Matt Tomlinson, Global Director of Innovation, Customer Experience Labs at Electronic Arts, will discuss how cognitive AI tools are benefiting both customers and employees. The company has implemented IPsoft’s digital colleague, Amelia, to help deliver optimal customer support 24/7, prevent fraud and improve customer experiences. In addition, leaders from HfS and IPsoft will discuss the findings from recent research that surveyed 100 C-Suite executives about their views, expectations, and strategies, along with their investment plans for cognitive AI technologies. You’ll hear new use-cases for how intelligent enterprises can progress on their journey to OneOffice through implementing cognitive technology the right way.

What you’ll learn:

How cognitive AI tools are helping provide customers and employees with excellent service at a leading online gaming company
What business outcomes are being impacted by cognitive AI investments?
What are the C-Suite’s top digital business imperatives for 2018?
How cognitive technology and its role in the HfS OneOffice framework can break down silos and improve the customer experience.
Lessons learned from companies who have already made cognitive technology investments, and the real business benefits they’ve achieved.



Speakers:

- Chetan Dube, CEO, IPsoft
- Matt Tomlinson, Global Director of Innovation, Customer Experience Labs, Electronic Arts
- Melissa O'Brien, Research Director, HfS Research
- Phil Fersht, CEO and Chief Analyst, HfS Research

Publicada em: Negócios
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HfS webinar slides - How enterprises are embracing cognitive AI to transform their customer engagement

  1. 1. Proprietary │Page 1© 2018 HfS Research Ltd. Embracing Cognitive AI to Transform Your Customer Engagement May 10, 2018
  2. 2. Proprietary │Page 2© 2018 HfS Research Ltd. Overview: • Industry analyst, author, speaker, strategist, entrepreneur and blogger • 20 years’ in the global IT and business process outsourcing and shared services industry spanning analyst and consulting roles • Coined the As-a-Service Economy in 2014 • Coined The Digital OneOfficeTM in 2017 • Advised and on 100’s of global IT services, BPO and shared services engagements • Overseas the largest global network of enterprise services and operations professionals Career Experience: • Founded HfS Research in 2010, overseeing an unprecedented growth story in the analyst industry • Practice Lead, Global IT Services & BPO Research, Gartner, Inc • Global BPO Marketplace Leader, Deloitte Consulting • Consulting Practice Head, IDC Asia/Pacific • European IT Markets Practice Lead, IDC Europe Education: • BSc. Honors in Business & Technology, Coventry University, UK • Diplôme Universitaire de Technologie in Business & Technology, University of Grenoble, France phil.fersht@hfsresearch.com @pfersht Web: hfsresearch.com Blog: horsesforsources.com Phil Fersht, CEO & Chief Analyst, HfS Research
  3. 3. Proprietary │Page 3© 2018 HfS Research Ltd. Our panel today Chetan Dube CEO IPsoft Matt Tomlinson Global Director of Innovation, Customer Experience Labs Electronic Arts Melissa O’Brien Research Director, Customer Engagement, Retail and Travel Strategies HfS Research
  4. 4. Proprietary │Page 4© 2018 HfS Research Ltd. In a study conducted in partnership with IPsoft, HfS Research interviewed 100 C-Suite executives to understand their views, expectations, and strategies, along with their investment plans for cognitive technologies. This report discusses opportunities and challenges that business leaders see for moving their organizations toward being truly intelligent—knowing their customers, using technology most effectively, and infusing cognitive technology into the fiber of their business operations. Download a free copy of the study Download the report
  5. 5. Proprietary │Page 5© 2018 HfS Research Ltd. The HfS Mission & Vision: Defining Future Business Operations • HfS defines and visualizes the future of business operations across key industries with its OneOfficeTM Framework. • The HfS mission is to provide visionary insight into the major innovations impacting business operations: Automation, Artificial Intelligence, Blockchain, Internet of Things, Digital Business Models and Smart Analytics. • HfS influences the strategies of enterprise customers to develop OneOffice backbones to be competitive and partner with capable services providers, technology suppliers, and third party advisors.
  6. 6. Proprietary │Page 6© 2018 HfS Research Ltd.
  7. 7. Proprietary │Page 7© 2018 HfS Research Ltd. HfS FORA Summits around the World Cambridge University UK – July 2018 Bangalore – September 2018 New York City – December 2018 London – March 2019 www.hfsevents.com
  8. 8. Proprietary │Page 8© 2018 HfS Research Ltd. The Six Value Levers Driving the Digital Operations Industry
  9. 9. Proprietary │Page 9© 2018 HfS Research Ltd. Cost still dominates C-Suite directives, but the way to get there is driven by the smart management of data How critical are the following C-Suite directives/objectives to your operations strategy? 32% 20% 25% 37% 38% 36% 48% 29% 43% 49% 40% 40% 44% 39% Enabling the hyper personalization/customization of products to customers' requirements Foster an entrepreneurial culture that drives more business value invest in cognitive technologies and machine learning to drive more value from labor Align middle/back office operations to improve customer experiences (OneOffice) Adopt/invest in process automation and robotics to reduce reliance on labor Create real-time data that supports predictive, not reactive decisions Drive down operating costs Mission Critical Increasingly important Predictive Data, Automation, AI and OneOffice – gateway to new cost / operating models Source: HfS Research in Conjunction with KPMG, "State of Operations Study” April 2018 Sample: Global 2000 Enterprise Buyers = 381
  10. 10. Proprietary │Page 10© 2018 HfS Research Ltd. Q. Can you estimate the proportion of structured v unstructured data in your organization? Unstructured data plagues enterprises 0% 9% 40% 29% 20% 2% 0% / 100% 10% / 90% 25% / 75% 50% / 50% 75% / 25% 100% / 0% Only 22% of organizations have more than half their data structured Source: HfS Research, 2018 “Intelligent Operations Study” conducted in association with Accenture Sample: Global 2000 Enterprises = 460
  11. 11. Proprietary │Page 11© 2018 HfS Research Ltd. AI is all about driving new revenues, augmenting knowledge labor than merely reducing transactional costs 26% 25% 23% 12% 8% 6% 1% To augment the capabilities of knowledge labor and create new revenues To replace transactional labor and reduce overall costs To replace knowledge labor and reduce overall costs Creating entirely new processes and services for new revenues Leverage data to create new vertically-relevant insights To advance toward to service integration and orchestration Create end-to-end processes What do you believe to be the greatest potential benefit of AI Computing? Source: HfS Research “State of Automation 2017” Sample: Global 2000 Buyers of AI = 181 RPA much more about cost AI more about adding value
  12. 12. Proprietary │Page 12© 2018 HfS Research Ltd. Crunch time for enterprise adoption of data, cognitive machine learning, and automation as targets set in the next 1 to 2 years Source: HfS Research in Conjunction with KPMG, "State of Operations and Outsourcing” 2018, March, 2018 Sample: Enterprise Buyers = 381 In what timeframe do you expect to achieve YOUR C-Suite directives for the following? 35% 32% 27% 37% 34% 31% 41% 14% 22% 29% 22% 25% 31% 23% Creating a more touchless virtual operation minimizing physical interactions Fostering an entrepreneurial culture that drives more business value Adoption of process automation and robotics to reduce reliance on labor The hyper personalization/customization of products to customers' requirements Aligning middle/back office operations to improve customer experiences (OneOffice) Adopting in cognitive technologies and machine learning to drive more value from skilled labor Create real-time data that supports predictive, not reactive decisions Within 12 months Within 2 years Expect C-Suite to focus on outcomes of investments in the next 1-2 years…
  13. 13. Proprietary │Page 13© 2018 HfS Research Ltd. The Digital OneOfficeTM Framework
  14. 14. Proprietary │Page 14© 2018 HfS Research Ltd. “The Digital OneOffice framework is where teams function autonomously across front, middle and back office functions to promote broader processes with real- time data flows that support rapid decision making. It’s where front, middle and back offices will cease to exist, as they will be, simply, OneOffice.”
  15. 15. Proprietary │Page 15© 2018 HfS Research Ltd. 24% 29% 26% 31% 30% 32% 27% 32% 29% 34% 29% 32% 33% 38% Adopt a collaborative digital customer engagement model, such as Uber and AirBnB Changing digital customer interfaces / interaction channels with our organization Data analysis, insight and sense-making on information derived from all customer touchpoints Creating broader roles in the enterprise & aligning performance with the achievement of common business outcomes Cultivating employees that understand and apply new digital opp'ties afforded by algorithms, automation and AI Teams to work autonomously across functions to develop seamless end-to-end processes across the enterprise Implementing Design Thinking to help your talent share problems and solutions to better meet customer needs Mechanisms to support a digital operating model that achieves effective real-time customer alignment Newly in place In place within 1- 2 years Source: HfS Research, “Journey to the OneOffice, 2018” Sample: n=395 Digital Decision Makers (Global 2000) Digital success is more about changing how we work with existing talent and cultivating algo, automation and AI capabilities
  16. 16. Proprietary │Page 16© 2018 HfS Research Ltd. And here’s…. Chetan
  17. 17. How Can You Deliver: (RPA) Cognitive = 1Desk >> RPA Convergence of Front Office (cognitive) and Back Office (autonomic) • End-to-end Automation • Improved MTTR/Self-empowered service • Disintermediation of classic L0/1/2 IT and BP ops • RPA: Dissatisfaction is 45% because of manual config and part solution: Weakest link • Automated learning inherent in the system • Operating System for Enterprise: • Shared services (IT, HRMS, FMS, CRM, ERP) • Natural Language Cognitive OS • Digital Colleague: • Acting as genie for every task from inception to completion CIO Challenges • Cost Savings • Better NPS • Improved Control
  18. 18. ▪ Virtual engineers have functional skills ▪ Integrates with existing systems ▪ Records and collects information ▪ Analyzes and improves existing processes ▪ Conversational platform for all business users ▪ Unified experience for IT, HR, finance and administrative support ▪ Learns from interactions ▪ Available 24/7 and easily scalable Virtual Agent Autonomics Creating the Digitally Efficient Enterprise: IPsoft’s 1Desk™ Platform brings together the front-office & back- office, with virtual agents, autonomics and humans working together. Employees can interact at any time with Amelia to complete tasks and resolve issues efficiently. FrontofficeBackoffice ™
  19. 19. Proprietary │Page 19© 2018 HfS Research Ltd. Melissa O’Brien, Research Director, Customer Engagement, HfS melissa.obrien@hfsresearch.com Overview ▪ Melissa O'Brien is Research Director, Contact Center and Omni-Channel Operations and BPO at HfS Research. Her research coverage includes customer experience management services, exploring ties with marketing operations and developing thought leadership around intelligent automation for contact center and vertical specific customer engagement business processes. Previous Experience ▪ Prior to HfS, Melissa spent four and a half years at IDC as Research Analyst managing the Worldwide Customer Experience Management Services program. Her role at IDC included analysis of evolving contact center business process and consumer communication trends and delivering reports, presentations and custom consulting projects including market forecasts and in depth competitive assessments. ▪ Melissa previously worked within the BPO industry as Client Services Manager at PSG Global Solutions, an outsourced recruiting services business. Melissa held various roles at PSG Global, including new client implementation, program design, and training, including development and delivery of the original training program in their Manila and Cebu, Philippines offices. Education ▪ Melissa graduated with honors from the University of New Hampshire with a BA in English and Communication, and is a member of the Phi Beta Kappa honor society.
  20. 20. Proprietary │Page 20© 2018 HfS Research Ltd. About the Survey This study is based on the responses of 100 C-Suite executives in a survey that was piloted in December 2017 and fielded in January 2018. These interviews were a combination of phone and online surveys. Other specifics include: ◼ All companies had $500Mn in revenue and above ◼ Job profile was C-suite business leaders ◼ Respondents were from North America (60%), Europe (20%) and Asia Pacific (20%)
  21. 21. Proprietary │Page 21© 2018 HfS Research Ltd. Which of the following digital business imperatives are a top priority for your organization in 2018? Cognitive is Driving Intelligent, Self-Learning Business Operations Source: HfS Research “C-Suite Automation 2018” Sample: C-Level Enterprise Executives = 100 1% 6% 7% 8% 10% 17% 22% 29% 2% 4% 9% 20% 16% 10% 14% 23% 6% 9% 13% 12% 16% 22% 12% 11% 9% 19% 29% 40% 42% 49% 48% 63% Training existing talent to understand digital and cognitive technologies Investing in hiring new talent which understands digital and cognitive technologies Micro targeting customers / hyper personalization and customization of products to meet customer requirements Automate processes to reduce labor costs Making more predictive decisions based on real-time data across the organization Automate processes to create faster, smarter process flows Implement cognitive / artificial intelligence solutions to drive more intelligent, self-learning business operations Invest in digital/virtual experiences to minimize physical/face-face engagement Rank 1 Rank 2 Rank 3 Source: HfS Research 2018 Sample: C-Level Enterprise Executives = 100
  22. 22. Proprietary │Page 22© 2018 HfS Research Ltd. What do you see as the primary benefits of breaking down barriers between front, middle and back office moving toward an operating framework like the OneOffice? C-Suite’s Desires from OneOffice Reorganization: Better Data and Alignment of Operations to Business Outcomes 0% 9% 22% 19% 9% 31% 4% 4% 14% 6% 11% 15% 11% 34% 6% 12% 10% 10% 18% 7% 19% 10% 35% 38% 40% 42% 49% 57% Increase competitiveness in the wake of digi disruption Increased operational simplicity Greater efficiency /reduced cost Improved workplace culture Improved quality and speed of execution Stronger alignment of business operations to business outcomes Better data to drive the business forward Rank 1 Rank 2 Rank 3 Source: HfS Research 2018 Sample: C-Level Enterprise Executives = 100
  23. 23. Proprietary │Page 23© 2018 HfS Research Ltd. Q. What are your greatest challenges for the execution of a OneOffice like concept? IT Lacks Talent, Business Lacks Mindset… 12% 10% 23% 29% 21% 0% 23% 25% 6% 35% 8% 8% 6% 13% 6% 6% We’re held hostage by legacy technology Lack of talent internally Legacy thinking / lack of a “digital mindset” from IT Legacy thinking / lack of a “digital mindset” from biz functions We’re held hostage by legacy technology Lack of talent internally Legacy thinking / lack of a “digital mindset” from IT Legacy thinking / lack of a “digital mindset” from biz functions Rank 1 Rank 2 IT C-Suite Business C-Suite Source: HfS Research 2018 Sample: C-Level Enterprise Executives = 100
  24. 24. Proprietary │Page 24© 2018 HfS Research Ltd. For the cognitive solutions you have invested in, how satisfied are you with the following business value achieved? Security and Process Simplification are the biggest winners with cognitive implementations to date Source: HfS Research “C-Suite Automation 2018” Sample: C-Level Enterprise Executives = 100 17% 18% 20% 21% 22% 22% 24% 27% 36% 41% 37% 35% 33% 33% 32% 32% 31% 25% 30% 28% 29% 27% 29% 29% 11% 9% 7% 10% 11% 9% 8% 7% 2% 2% 2% 2% 2% 4% 2% 2% 3% 5% 3% 5% 3% 5% 4% 3% Faster issue resolution time Reduced cost of business operations Increased employee engagement Improved customer experiences and satisfaction Ability to scale for increased demand Free up staff to focus on higher-touch work Simplified business processes Improved security 5 Exceeding expectations 4 3 2 1 Not meeting expectations Too early to say Source: HfS Research 2018 Sample: C-Level Enterprise Executives = 100
  25. 25. Proprietary │Page 25© 2018 HfS Research Ltd. Introducing Matt Tomlinson
  26. 26. Proprietary │Page 26© 2018 HfS Research Ltd.
  27. 27. Proprietary │Page 27© 2018 HfS Research Ltd. AI is all about driving new revenues, augmenting knowledge labor and also reducing transactional costs 26% 25% 23% 12% 8% 6% 1% To augment the capabilities of knowledge labor and create new revenues To replace transactional labor and reduce overall costs To replace knowledge labor and reduce overall costs Creating entirely new processes and services for new revenues Leverage data to create new vertically-relevant insights To advance toward to service integration and orchestration Create end-to-end processes What do you believe to be the greatest potential benefit of AI Computing? Source: HfS Research “State of Automation 2017” Sample: Global 2000 Buyers of AI = 181
  28. 28. Proprietary │Page 28© 2018 HfS Research Ltd. The Digital OneOfficeTM Framework Source: HfS Research, 2018Collapsing the front and back office into OneOffice
  29. 29. Proprietary │Page 29© 2018 HfS Research Ltd. Focus is on the Right-brain, not the Left! Q. What are your top workforce requirements required today? Source: HfS Research, 2018 “Intelligent Operations Study” conducted in association with Accenture Sample: Global 2000 Enterprise Buyers = 460 Less Critical Skills: Operational experts to enable smart execution Critical Skills: Creative thinkers who reach across the business ecosystem to define and design businesses solutions. Change is the norm 3% 2% 4% 10% 14% 18% 32% 3% 7% 8% 13% 9% 22% 9% Understanding business processes and using automation and AI to improve business… Improving end-to-end processes Analytical prowess to improve operations / productivity Vision and ability to drive change Defining business outcomes Creative, entrepreneurial spirit & curiosity for innovation Exploring new ways of partnering across the services ecosystem Ranked First Ranked Second
  30. 30. Proprietary │Page 30© 2018 HfS Research Ltd. What tools have I looked at that can add real value to our business? What new relationships have I made that add value to our business? How can I energize my colleagues, get to know them and include them in my initiatives – and vice versa? How have I helped add value to new business wins? And do my colleagues see it? How have I contributed to new corporate initiatives? The Digital Worker’s Survival Guide
  31. 31. Proprietary │Page 31© 2018 HfS Research Ltd. Over Half of Enterprises Bracing for Major Changes in Internal Roles Q. In terms of the number of transactional internal roles within the following process areas, what proportion do you expect to be significantly impacted by automation in the next 2 years? ( Average Across Functions) 4% 8% 11% 26% 31% 21% N/A Prefer not to say Under 10% 11-20% 21-50% 50%+ % Employees Impacted by Automation Source: HfS Research in Conjunction with KPMG, "State of Operations and Outsourcing 2018, March, 2018 Sample: Global 2000 Enterprise Buyers = 381
  32. 32. Proprietary │Page 32© 2018 HfS Research Ltd. A “Digital Labor Strategy”: More Emphasis on the LABOR Please!
  33. 33. Proprietary │Page 33© 2018 HfS Research Ltd. Appendix
  34. 34. Proprietary │Page 34© 2018 HfS Research Ltd. Please specify your company's industry About the Survey: Industry Groupings Source: HfS Research “C-Suite Automation 2018” Sample: C-Level Enterprise Executives = 100
  35. 35. Proprietary │Page 35© 2018 HfS Research Ltd. What are your company's annual revenues? (in U.S. dollars) About the Survey: Company Size Groupings Used Source: HfS Research “C-Suite Automation 2018” Sample: C-Level Enterprise Executives = 100
  36. 36. Proprietary │Page 36© 2018 HfS Research Ltd. Where are you located? About the Survey: Location Source: HfS Research “C-Suite Automation 2018” Sample: C-Level Enterprise Executives = 100
  37. 37. Proprietary │Page 37© 2018 HfS Research Ltd. What (job) title best describes you? About the Survey: Job Title Source: HfS Research “C-Suite Automation 2018” Sample: C-Level Enterprise Executives = 100 Source: HfS Research “C-Suite Automation 2018” Sample: C-Level Enterprise Executives = 100

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