Cognizant® customer and employee experience

Human-centered experience
Personalization at scale.
Why do consumers choose certain brands overothers? What makes one brand more valuable
than another? Increasingly the answer to thesequestions is found in the experience that brands
provide for their customers.
Designing experiences that resonate with
consumers relies on both meaningful insights – andthe speed with which they can be deployed into
personalized experiences at scale. Companies
today must design and deploy flawlessly executed
experiences faster, building on data-driven insights
to stay continuously relevant.
With Customer and Employee Experience,businesses can deliver the engaging experiences
consumers demand by connecting the data andinsights that matter most to the personalized

experience design process - and globallyscaling deployment.
Excellent experiences change both consumer
perception and behavior. Now more than ever,companies hold vast amounts of data on theircustomers. But to lead the market, businesses needto truly understand the why of customer behavior,
the market context and improve their own ability todeliver valuable and valued experiences at scale.

“Winning on experience is a two-sided
coin: It requires an understanding of thedrivers of consumer preference and theability to meet these preferences acrosschannels, time and contexts.”
Mark Taylor, Senior Vice President and the Global Practice Lead for
Cognizant Digital ExperienceOur offering
Cognizant’s Customer and Employee Experience is a holistic
solution that connects people with extraordinary experiences.
Our design-led solutions span the entire customer lifecycle todrive value across industries, delighting your customers andemployees alike.
Cognizant is one of the few global companies with thecombined human and technology expertise to orchestrate
hyper-personalization at scale.
Our industry-leading research and development teamdevelops toolkits for rapid deployment and app evolutionof your digital products, platforms and programs via agile
pods that can quickly scale to meet project requirements. We
ensure your solutions can be delivered rapidly and continue toreflect the changing needs of your customers.
Not every journey starts at the beginning. Each of ourindividual offerings is an access point. Our approachis customer-centric from the start. The software design
methodology reimagines the experience by putting thecustomers’ needs first.

Our “customer intimacy + industrialization” approach begins
with the analysis of three sources of insights that when
considered together uncover a more intimate understandingof customer needs. This coupled with the context of thebusiness serves to accelerate industrialization in ways thatwere previously not possible.
Cognizant Customer and Employee Experience
helps clients to:- Deliver well-orchestrated, relevant and valued experiences
across time, channels and interactions to delight yourcustomers and drive performance.
- Move your customers on their journey from preference andacquisition to satisfaction and lifetime value.
- Drive behavior change and improve customer experiences
across all organizational touchpoints.
- Ensure relevant upsell and cross-sell opportunities.
- Prescribe actions that lead to better outcomes and guideforecast reliability.

We deliver
Intimacy
Persona Archetyping; Journey Mapping;
Moments that Matter Concepts
Industrialization
Experience Blueprint; Product, Platform andProgram Roadmap

Our methodology
Exceptional customer experiences start with design and build.
We have a two-part approach to this:Intimacy: We align a deep understanding of the needs ofcustomers, employees and partners to your business context
and growth drivers.
Industrialization: Through orchestration we deliverscaled software-enabled solutions to meet those needs
with the agility to adapt as customer expectations andbehaviors evolve.
The powerful multiplier effect of the insight process informs
software design and enhances the experience around thecustomers’ needs first.
We can help you drive growth and add value by:- Understanding consumer and contextual insights to map
and optimize customer journeys- Identifying the moments that matter for your audiences
across marketing, sales, and services- Designing and connecting useful, memorable, andengaging interactions- Implementing experience-led digital platforms, products
and programs

Orchestrated scaled solution design
Engaging our global network of technicaland production capabilities to multiply
value and benefit
Wherever you are in your Experience Design process,we can help you drive growth and add value.

Customer and employee
experience industry examples
Financial services
Increase customer satisfaction andself-service
Healthcare
Reduce compliance risk and increase
conversion rates
Life sciences
Enable better patient-recovery experienceand clinical outcomes
Manufacturing logistics & utilities
Improve driver experience andproductivity tracking
Retail, consumer goods & hospitality
Create engaging brand experiences todrive sales
Communications,media & technology
Grow utilization and app store ratings

Why Cognizant?
Cognizant has helped some of the largest global companies in the world change behavior through experience design andorchestration. Cognizant delivers a unique blend of strategy, design and technology specialists. Our Customer and EmployeeExperience team helps our clients win by imagining and enabling exceptional experiences at scale. We offer an uncommon
ability to connect data to design, software to stories, and insights to outcomes, ultimately connecting people with personalized
experiences and moments that matter.
Great experiences change lives, change minds, change behavior.
We’ll work with you to discover the moments that matter for your customers and employees, analyzing data insights and the key
interactions that make the biggest impact on your relationship with your customers. We’ll show you how to transform these highvalue interactions into personalized experiences, increasing customer and employee engagement and loyalty to drive businessresults.
To learn more, visit www.cognizant.com/cognizant-digital-business/digital-experience

Cognizant (Nasdaq-100: CTSH) engineers modern businesses. We help our clients modernize technology, reimagine processes and transform experiences so they can stayahead in our fast-changing world. Together, we’re improving everyday life. See how at www.cognizant.com or @cognizant.

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