HfS Webinar Slides: IBM Watson Services
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Proprietary │Page 1 © 2017 HfS Research Ltd. The Services Research Company Reetika Joshi Research Director [email protected] HfS Webinar: IBM Watson Services May 2017 Phil Fersht CEO and Chief Analyst [email protected] Tom Reuner SVP, Intelligent Automation & IT Services [email protected]
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Transcript of HfS Webinar Slides: IBM Watson Services
Proprietary │Page 1© 2017 HfS Research Ltd.
The Services Research Company
Reetika JoshiResearch [email protected]
HfS Webinar:
IBM Watson Services
May 2017
Phil FershtCEO and Chief [email protected]
Tom ReunerSVP, Intelligent Automation & IT [email protected]
Proprietary │Page 2© 2017 HfS Research Ltd.
Today’s Speakers
Phil FershtCEO and Chief Analyst
HfS Research
Reetika JoshiResearch Director,
Operations & Analytics Strategies
HfS Research
Tom ReunerSenior Vice President,
Intelligent Automation & IT Services
HfS Research
Proprietary │Page 3© 2017 HfS Research Ltd.© 2017 HfS Research Ltd.
The Digital OneOfficeTM provides Five Fundamentals for the Survival of The Modern Organization
Proprietary │Page 4© 2017 HfS Research Ltd.© 2017 HfS Research Ltd.
C-Suite directives focused on less cost and more OneOffice automation, machine learning and real-time data How critical are the following C-Suite directives to your operations strategy? (SVPs and above)
20%
22%
26%
30%
31%
31%
42%
48%
46%
55%
45%
48%
48%
43%
19%
19%
13%
20%
15%
15%
8%
12%
12%
5%
5%
6%
6%
7%
Invest in cognitive techn and machine learningto reduce reliance on mid/high skilled labor
Invest in process automation and robotics toreduce reliance on low-skilled labor
Improve the quality of operations talent
Accelerate speed to market with new products
Create real-time data that supports predictive,not reactive decisions
Align middle/back office operations to improvecustomer experiences
Drive down operating costs
Mission Critical Increasingly Important Emerging Not a Directive
Source: HfS Research in Conjunction with KPMG, “State of Operations and Outsourcing 2017” Sample: n=454 Enterprise Buyers
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The beginning or the end of your career? That’s YOUR choice…
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Endgame: Vertically infused data and insights?!
Insights, Data
Vertical Processes
Vertically infusedinsights and data
BPaaS, BPO as-a-stack,Industry platforms.
Machine learning,Neural networks,Enterprise search,Artificial intelligenceAnalytics
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Transforming Data into Insights
Autonomics
Structured Data
Unstructured Data
Vertically
infused
data &
insights
Enterprise
Search
Deep
Learning
Analytics
Relational
databases Spreadsheets
Voice recognition
Data files
WikisInstant messaging
Taxonomies,
Ontologies
Content
management
Multi-media
Word
processing
files
Web logs
Web
pages
RSS
feedsXML
documents
EDI
documents
Device
data
Network data
Non-digital inputData lakes
Sensors
Data warehouse
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User Journey from Unstructured Request to Execution
Customerrequests
Virtual AgentStandard
transactionsSelf-service
formsDynamic Case
Flow Mgt.
• Unstructured
forms of
requests
• Different media
• Conversation
• Knowledge
infusion
• Natural
language
processing
• Analytics
• Transactions
that comply
with standard
operating
procedure
• Knowledge
base
• Interactive
forms
• Service
catalogue
• Governance
• Orchestration
of interactions
and workflows
Bots
Chat
Knowledgedatabase
NLP
• Extraction of
data
• Execution of
requests
• Scheduling
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IBM Confidential
How does it work?
Watson Explorer
Watson Conversations
Custom Cognitive
Watson In The Enterprise
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A Growing Range of APIs At Your Service
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Early Adopters Are Figuring Out The Model As They Go:
Client Examples
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How Service Providers Are Organizing To Deliver IBM
Watson Services
Watson Practices/Labs
Watson Certifications and
Training Modules
Collaborating with IBM Watson
Group
Gaining experience with anchor
clients
Leveraging Watson technology
internally
Leveraging Watson technology
to create proprietary
platforms/solutions
Proprietary │Page 13© 2017 HfS Research Ltd.
HfS Emerging Market Guide: Methodology & Scoring
Execution
• Skin in the Game: R&D, investment, and financial commitment to
developing Watson services and strategic partner alignment with
IBM.
• Named Clients: Existence of clients that are willing to be
referenced by name, heavier emphasis on projects that are
operating in the business over those that are exploratory.
Innovation
• Ability to Communicate Vision: Explain cognitive technologies to
clients in ways that show the real potential and applicability to
business over those that have more grandiose but ultimately less
tangible ideas for how Watson technology specifically can be used
in practice.
• Specificity of Solutions Across the Watson Portfolio: Extra
credit goes to specifics and the number of examples across the
broad Watson portfolio.
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Recommendations for Enterprise Buyers
▪To offset cost, understand where and how your service provider is investing in Watson
▪Find the provider that is collaborating with IBM in areas that matter to you
▪Find the service provider that is investing in your vision—or using design thinking to help you develop one
▪Don’t underestimate the power and influence of naysayers—educate them first
“Initially we weren’t interested in a specific brand of cognitive; the driver was coming from the marketplace as the number of smart devices increase. The amount of data you can get from sensors is going up. Which data streams are really relevant to collect? We said we wanted flexibility with the software suite, to feed different engines with rulesets without rewriting code. While [service provider] is using Watson Analytics, we are more focused on the results generated than getting caught up in the nuances of the software.
-- Head of Solutions & Services at a commercial real estate technology company
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Time To Advance The Conversation
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Time To Advance The Conversation
Download the report
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Hear from industry leaders to learn how they have experienced our events
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Proprietary │Page 18© 2017 HfS Research Ltd.
HfS Research: The Services Research Company
HfS Research is The Services Research Company™—the leading analyst authority and global community for
business operations and IT services. The firm helps enterprises validate and improve their global operations with
world-class research, benchmarking and peer networking. HfS Research was named "Independent Analyst
Firm of the Year for 2017" by the Institute of Industry Analyst Relations which voted on 170 other leading
analysts. HfS Chief Analyst, Phil Fersht, was named Analyst of the Year in 2017 for the third time.
HfS coined the terms "The As-a-Service Economy" and "OneOffice™", which describe HfS Research's vision for
the future of global operations and the impact of cognitive automation and digital technologies. HfS' vision is
centered on creating the digital customer experience and an intelligent, single office to enable and support it.
HfS’ core mission is about helping clients achieve an integrated support operation that has the digital prowess to
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HfS was named Analyst Firm of the Year for 2017, alongside Gartner and Forrester, by leading analyst observer
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