M+E Europe

Cognizant and cloud software firm ServiceNow have announced a strategic partnership to advance adoption of AI-driven automation across industries. The expanded alliance is expected to help accelerate the path toward building a $1 billion combined business for Cognizant and ServiceNow.

Cognizant’s ServiceNow Business Group will help joint clients challenged by rising costs, growing tech debt, manual processes and sub-optimal customer experiences deploy AI to help drive improvements in three key areas:

• Enriched operational effectiveness — re-imagined managed services to improve the effectiveness of IT and promote business stability.
• Enhanced experience — powered by the Cognizant Neuro suite of AI-led platforms to transform siloed customer, employee and business experiences to a unified, total experience.
• Expedited innovation — leveraging the power of Cognizant domain IP and ServiceNow industry solutions to allow faster innovation and time to market.

“Across sectors, firms strive to improve their competitiveness, optimise operations, and deliver better overall experiences, but face challenges around platform silos and intensive, manual workflows,” said Cognizant CEO Ravi Kumar S. “Cognizant and ServiceNow are well-positioned to address these challenges through the combination of our deep industry expertise, enterprise AI solutions and ServiceNow’s powerful platform, delivering innovative, cost-effective solutions that enhance the value of our clients’ products and services to their end customers.”

ServiceNow chairman and CEO Bill McDermott added: “Every CEO is in an innovation race right now. The winners will embrace AI-led transformation to reinvent how they do business. By combining the power of Cognizant’s solutions and services with the intelligent platform for end-to-end digital transformation, we will accelerate automation to solve our customers’ toughest challenges. This means organisations in every industry from healthcare and life sciences to financial services, can keep pace in this ever-changing environment.”

Cognizant’s multi-disciplinary ServiceNow Business Group significantly expands the decade-long relationship between the companies and will bring to market integrated offerings designed to solve complex problems, automate operations, and enhance employee and end-customer experiences through the use of AI.

By integrating the power of the Now Platform and ServiceNow’s industry product solutions with Cognizant’s domain expertise and IP, clients will be empowered to move beyond siloed decision-making and leverage data across the enterprise to drive enhanced business differentiation, including:

• Elevating customer and employee experiences across the enterprise through generative AI and hyper-automation of ERP systems.
• Delivering next-generation service operations through cloud observability, AIOps and strategic portfolio management.
• Optimising workflows such as onboarding, credentialing, and contract and audit management, to streamline inter-enterprise processes and real-time data exchange.
Simplifying contact centre management to drive personalised engagement and improve retention.
• Improving asset management for proactive maintenance and procurement.
• Enabling effective pathways to net zero emissions through ServiceNow’s ESG solution that helps companies activate ESG strategies programs and initiatives, and Cognizant’s deep IoT expertise and knowledge of ESG processes.