Offering Overview | May 2018

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

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.

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Offering Overview

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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:

What We Offer You

AI andanalytics

Connected productsand environments

Industry-specificplatforms

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Offering Overview

• 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.

Offering Overview

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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.

Our Exclusive Methodologies

Offering Overview

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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 industry-

specific 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.

The Cognizant Digital Business Advantage

Offering Overview

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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 innova-tive 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 www.cognizant.com or follow us @Cognizant.