Company: IBM, Armonk, NY
Company Description: IBM is the hybrid cloud and AI technology and services company, focused on providing client value through a combination of technology and business expertise. IBM solutions draw from an industry-leading portfolio of capabilities in software, consulting services and a deep incumbency in mission-critical systems, all bolstered by one of the world’s leading research organizations.
Nomination Category: Customer Service & Call Center Awards Achievement Categories
Nomination Sub Category: Customer Service Training or Coaching Program of the Year - Technology Industries
 Nomination Title: Digital Incubator Program
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the nominated achievement since July 1, 2021, OR written answers to the questions? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Briefly describe the nominated organization: its history and past performance (up to 200 words):
Total 146 words used.
Enterprise Asset Management (EAM) is a global organization with 300+ members, providing technology to over 250,000 IBM employees and contractors across 94 countries. Our services include assets delivery and tracking, asset management, global trial and loan services for IBM assets, asset upgrades, and emergency replacements.
In line with our commitment to digital transformation, we introduced the Digital Incubator Program in 2022. This initiative offers secure sandbox environments, empowering individuals to learn and embrace new tools and innovative approaches. Approximately 160 participants, 40% of our team, from diverse backgrounds and roles, have enthusiastically joined this program.
The program unites committed volunteers and digitalization experts, fostering an innovative culture. It has elevated crucial skills, resulting in 72 successful projects with a productivity boost of over 45,000 hours in 2022-23. With an exceptional Net Promoter Score (NPS) of 96, this program continues to make a profound impact.
- Outline the nominated achievement since July 1 2021 that you wish to bring to the judges' attention (up to 250 words):
Total 240 words used.
The program strategically focused on three key areas:
- Skill Enhancement and Digital Automation Implementation: We conducted a virtual BotCamp with a strong emphasis on Data Analytics and Robotic Process Automation (RPA). Leveraging a mix of IBM-branded technologies and open-source tools, this intensive program led to the successful completion of over 72 projects. These projects not only heightened our operational efficiency but also delivered valuable digital solutions, accumulating over 7,000 hours of educational experience for participants.
- Nurturing a Digital and Automation Community: Our initiative attracted robust engagement, with more than 160 participants, representing 40% of our organization, joining the ranks. This vibrant and highly engaged community is now well-prepared to contribute to a diverse range of digital solutions, harnessing technologies such as Python, IBM's Cloud Pak for Data, and IBM Watson AI. To foster collaboration, we established internal web pages and Slack channels. This approach not only raised awareness about the program but also initiated a ripple effect, expanding and replicating our successes, particularly in the realm of AI technologies.
- Elevating Our Digital Impact: Our concerted efforts yielded substantial gains in both efficiency and innovation, leading to the identification and execution of more than 45,000 hours' worth of enhanced productivity during the 2022-23 period. Additionally, our work in IBM Watson AI and Cloud Pak for Data resulted in the development of a comprehensive repository and templates, streamlining the creation of AI generative projects and solutions for the operations team.
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
- Explain why the achievement you have highlighted is unique or significant. If possible compare the achievement to the performance of other players in your industry and/or to the organization's past performance (up to 250 words):
Total 250 words used.
The Digital Incubator Program stands as a beacon of empowerment for individuals with diverse backgrounds. It has also become a platform for experts to generously share their knowledge, fostering a strong sense of community beyond the Enterprise Asset Management organization.
Here are our key achievements:
- Engagement of 300+ Professionals: Our digitalization program has engaged over 300 professionals, raising awareness of available options for our teams.
- Upskilled 160+ Professionals: Through sessions, meet-ups, workshops, BotCamp, study sessions, Incubators, and Challenges, we've upskilled 160+ professionals in IBM RPA, Python Data Analytics & Automation, Cloud Pak for Data, and Watson.ai platforms.
- 45,000+ Automation Hours Automation: Our collective digital efforts have automated over 45,000 hours of tasks.
- Positive Impact on 250,000+ IBM Users: Users of Devices@ibm have witnessed tangible benefits and service enhancements due to automations and digitalization efforts, spanning IT asset tracking, global trials and loaners services.
- Diverse Technology Adoption: Our program spans diverse technologies, including IBM RPA, Python Data Analytics & Automation, Cloud Pak for Data, and Watson.ai.
In essence, the Enterprise Asset Management Digitalization Program keeps on nurturing automation and data digitalization. Through programs, workshops and meet-ups, we will continue to develop automation solutions tailored to our various services, from warehouse activities to IoT and Devices Operations. This approach fosters an environment of innovation, transparency and digital transformation in data analytics. Our ultimate goal is to foster a culture of innovation, openness and digitalization in data analytics and generative AI solutions, providing trustworthy solutions for our operations.
| Attachments/Videos/Links: |
|---|
|
