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Cognizant—Retail & Consumer Goods Overview Cognizant Digital Operations: Retail & Consumer Goods Transform business operations to unlock value and deliver next-generation digital experiences Cognizant Digital Operations Today’s retail and consumer goods companies are challenged to develop deeper customer relationships, enable and empower customers, create exceptional experiences and bring digital into every function of sales, support, merchandising and finance operations. In this digital era, intelligent and agile operations Cognizant runs digital operations for some of the are critical for success. Organizations need to largest enterprises and leaders in the retail and bring together business process transformation, consumer goods marketplace. We combine deep digital platforms and automation to keep pace industry and domain experience with our digital with customer demands and market trends. transformation capabilities and global scale to Data, analytics and artificial intelligence (AI) must help our clients meaningfully engage and grow be used to understand customers and growth customer relationships, sales and revenue while opportunities. To adapt to an evolving marketplace, optimizing cost and efficiencies in operations. traditional operations like sales, customer service, data management, content management, Learn why over 30,000 retail stores work with us finance and marketing operations should adapt and why Everest named Cognizant a Leader in digital transformation and managed services Business Process Services Delivery Automation. to maintain high levels of efficiency and speed while optimizing the total cost of ownership. How we work Consulting Managed services We help you reimagine operations to solve complex We simplify how you work and reduce your total performance, customer experience and cost issues. cost of ownership through the combination of Using a digital first approach to transformation, we people, processes and technology delivered bring together digital platforms, intelligent process as a service. Implementing outcome- automation, AI and other digital capabilities to based commercial models, we share the improve operational speed, efficiency and agility. risk and reward of achieving your goals. Implementation We bring your digital plans to life by transforming your processes, technology and workforce to minimize friction and reduce risk throughout your enterprise. Combining industry expertise with domain knowledge, we ease the pain of implementing digital operations. 2 Cognizant Retail & Consumer Goods Retail and consumer goods companies are increasing sales 33% with intelligent order management. Cognizant Retail & Consumer Goods 3 Cognizant Digital Operations The retail & consumer segments we serve Consumer goods Grocery and pharmaceutical retailers Apply business process transformation to Bring together cloud, data, automation improve sales and marketing, customer service and AI to improve pricing and inventory and finance processes, enhance customer management, sales and service operations, experience and grow market share. and end-to-end customer experiences. Department stores Specialty retailers Combine intelligent digital platforms and managed Transform business processes to innovate customer services to improve supply chain management experiences across on-site and digital channels and and customer service, agility and adaptability. to improve agility to adapt to constant change. Discount stores Food service companies Implement digital operations to optimize Transform sales operations and customer merchandising and improve supply chain service and, by bringing in a proven digital efficiency and product mix management to operations playbook to lift revenue, deliver improve customer retention and growth. a next-generation omnichannel customer experience and business outcomes. Our offerings and platforms Cognizant® Digital Finance and Accounting Cognizant® Digital Content Management Transform finance and accounting operations Gain improved revenue through robust and into a value generator for your organization. Apply digitized content management processes. This next-generation digital capabilities to enhance will ensure content accuracy, consistency of existing investments and turn procure-to-pay, data, enriched images with image digitization order-to-cash, record-to-report and financial and smart labeling. Ultimately, you’ll have a planning into valuable business insights. seamless experience on ecommerce platforms achieved through advanced analytics, Cognizant® Digital Customer Service automation and data extraction technology. Recognize new revenue-generating opportunities for your organization with next-generation Cognizant® Next Gen Customer Service customer service. We enable you to deliver and Sales Operations proactive, predictive interactions across all your Integrate CRM, customer-interaction channels, customers’ preferred channels to deliver more advanced analytics, marketing and human-centric efficient, effective and enriched experiences. process design to achieve digital transformation through our omnichannel solutions. We help Cognizant® Digital Store Support you deliver superior customer interaction Ensure uptime of stores to reduce revenue leakage experiences, a committed revenue list, improved and employee downtime and to increase customer acquisitions, reduced churn, operational satisfaction. Digital store support services enable efficiencies and flexible commercial models. quicker issue resolution and faster checkouts. 4 Cognizant Retail & Consumer Goods Over 30,000 retail stores and restaurant locations rely on Cognizant solutions. Cognizant Retail & Consumer Goods 5 Cognizant Digital Operations In the real world What sets us apart A large food and beverage company wanted to Industry experience upgrade its customer engagement capabilities Nine of the top 30 global retailers and two of from telephone-only contacts but had limited the top four global distribution companies resources. We deployed our Next Gen Customer trust and rely on us to solve complex business, Service and Sales Operations Solution, an operations and technology issues. integrated offering encompassing omnichannel contacts, business-to-business ecommerce, Digital talent marketing automation and advanced analytics Our retail and consumer goods operations to manage sales operations. The outcomes specialists help clients develop, implement included a $150 million uplift in sales and a and manage improved operating models 20% increase in contact center productivity. and optimize customer experiences across North America, Europe and APAC. A leading grocery retailer was looking to redesign store technology service and support for its Global delivery centers business operations. We implemented our Digital Clients benefit from over 100 delivery centers Store Support Solution to optimize store located across the world, strategically positioned technology support, speed issue resolution and to provide cost-effective and integrated near- reduce cost of operations. As a result, help desk shore, offshore and onshore managed services, critical issue escalations dropped by 66%, average innovation labs and centers of excellence. handling time (AHT) for service calls dropped by 40% and the average time for IT-issue ticket Digital ecosystem resolution decreased from 20 hours to four hours. Our business is uniquely organized across digital business, digital operations, and digital A leading U.S. footwear retailer was seeking to systems and technology to provide clients improve its customer experiences. To meet its everything they need to tackle enterprise- needs, we deployed intelligent automation wide digital transformation and gain an edge across its operations. The combination of over their competitors’ niche capabilities. automation-for-order status retrieval along with real-time customer support and order analytics Alliances resulted in a 28% reduction in AHT and 1.2 million We maintain over 248 partnerships with industry- ecommerce transactions supported per year. leading technology companies and routinely grow capabilities and upskill associates to keep clients’ solutions at the forefront of industry innovation and breakthrough digital technology advancements. Subscription services Managed services are backed by outcome- oriented commercial models that help clients instantly lower total cost of ownership and provide simple and predictable pricing, similar to today’s leading consumer subscription services. 6 Cognizant Retail & Consumer Goods Cognizant —a recognized leader Leader in Robotic Process Automation Services Q4 2019 Vendor Assessment Leader in Business Process Services Delivery Automation 2018 Vendor Assessment Leader in Digital Process Automation Service Q3 2018 Vendor Assessment Cognizant Retail & Consumer Goods 7 By the numbers 9 of the top 30 Ranked 193 global retailers use Cognizant’s on the Fortune 500 services and solutions 100+ 2 of the top 4 global delivery centers global distribution companies use Cognizant’s services and solutions Connect with us Sandeep Bhasin [email protected] Phone: +1 201 286 9762 Connect on LinkedIn 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 193 on the Fortune 500 and is consistently listed
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