Using cognitive tech to connect customers to business operations

Creating an engaging customer experience is more readily achieved by embedding increasingly sophisticated digital and cognitive technologies into the very fiber of an organization’s processes, from its front office right through to its back office.

Successful organizations are both strategic and nimble, leveraging the power of real-time data to reduce inefficiencies and enhance their effectiveness. Agile businesses predict their customers’ needs before their competitors do. More importantly, they have the ability to act on those predictions, which is essential for getting ahead in today’s global digital economy. Investment in cognitive technologies (those which mimic human thinking and have the capability to learn) will be required for having intelligent operations in the enterprise. An intelligent enterprise has the ability to inform and implement better business decisions by leveraging data and smarter technology.

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.

Table of Contents

• Smart investments in cognitive tech will help solve business problems and collapse internal barriers
• C-Suite executives seek to align operations with business outcomes
  
• Cognitive Agents are at the Forefront of Investments
  
• Cognitive Tech is Driving Intelligent, Self-Learning Business Operations
  
• Intelligent operations of the future: cognitive is a lever for theOneOffice core
  
• OneOffice by Definition
  
• Impediments to OneOffice: The Challenges of Aligning the Enterprise
  
• How to track the impact?
  
• Using cognitive glue to construct OneOffice