How analytics, cognitive technology and automation impact the new digital workplace

By: Rich Esposito

The physical workplace as we know it has changed. Mobility and on-demand access to data and services have dissolved the four walls of the enterprise. Connected end points, location technology and leading-edge visualization technology have blurred the lines between the virtual and the physical in the digital workplace. The potential for cognitive and analytics capabilities to automate repetitive tasks will continue to transform the way we work. However, IT models have not always kept up.

The traditional corporate one-size-fits-all model worked well in a world of desktop computers where everything was hooked together and people worked at their desks. Now, the new model of computing is experience-centric. The way we interact is becoming more automated, electronic and mobile. In fact, mobility is already redefining operating and engagement models for organizations and employees, and it can help shift the design of enterprise systems to focus on the user experience.

Design your digital workplace

With a strategy in place, enterprises can introduce a platform based on analytics, cognitive technology and automation that helps them optimize and personalize employee and digital workplace services. Analytics, cognitive technology and automation help save time, money and offer a more personalized employee experience. Let’s take a closer look.

Apply analytics

We can analyze all the data within the enterprise to drive better outcomes in the digital workplace. We have vast amounts of voice, video, structured and unstructured data throughout the enterprise. However, most enterprises have no way to find the gems in all that information. For example, analytics can be applied to thousands of support tickets and chat logs to deliver valuable insights and predictive analytics, anticipate problems — such as network outages, security exposures and application access issues — before they become pervasive and identify opportunities to improve the experience.

Tap into cognitive technology

We can interact with employees using cognitive natural-language capabilities to answer questions. Many employees may no longer want to call a 1-800 number to speak to an agent. Some prefer interacting with a cognitive, virtual agent. For example, if you want to reset your password, you can do that with Watson instead of calling a representative.

Utilize automation

We can automate the workplace and support tools better than ever before. For example, we can more easily provide and download applications through an enterprise app store, automate the procurement of a device and apply technologies such as dynamic automation with management tools to improve back-end support processes.

CIOs must seek partners who can deliver the combination of analytics, cognitive technology and automation in an as-a-service model. This allows businesses to offer a superior employee experience. By combining these solutions with mobility, organizations can serve up rich data on location, based on user preferences and behaviors. What’s more, mobility solutions will increasingly serve as a cognitive extension, empowering employees and organizations to quickly acquire new skills, work and collaborate more effectively and make better decisions.

Success in the growing mobile, digital world requires a deliberate business and IT strategy with cognitive capabilities to set their digital experience apart from the crowd. When businesses design around this evolution, instead of simply accommodating it, whole industries can shift.

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About The Author

Rich Esposito

General Manager, Digital Workplace Services, IBM Global Technology Services

Richard Esposito leads IBM Global Technology Services business line for workplace, mobile and end user computing to help clients drive performance improvements and capture value through enterprise workplace solutions. He has worldwide responsibility for client satisfaction, financial growth, strategy, sales, delivery, offering development and operations. Richard has more than 33 years of experience in the... Read more

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