IBM's 5 Keys to Cognitive Customer Service Innovation in 2020


Enterprises today are challenged to make their customer service and support processes smarter. COVID-19 has demanded a rapid pivot from traditional contact center operations. Businesses will now need to incorporate cognitive tools like AI and natural language processing to create intuitive seamless support environments available to customers and agents anytime, anywhere. In this session, we’ll share the evolution of IBM's Cognitive Support Platform, including how intelligent workflows paired with IBM Watson and an Agile approach to innovating on Salesforce is enabling our agents to resolve customer requests faster and scale proven efficiencies across our global customer support organization.


Bob McDonald

Vice President of IBM Support Transformation, Training, and Globalization, IBM

Robert (Bob) McDonald is Vice President of IBM Support Transformation, Training, and Globalization, leading initiatives that are focused on transforming IBM to become the leader in enterprise technical support. The transformation of the IBM Support organization includes the integration of cognitive computing solutions using IBM’s industry-leading Watson technologies. Bob is the executive sponsor for the IBM Training and Skills program, responsible for the worldwide education model for all IBM Business Units. Leveraging Watson Language Translator and on-demand linguists, Bob is leading efforts to improve IBM's global support strategy which is a key differentiator for many IBM clients. Bob is also the Senior Location Executive for the IBM Mass Lab in Littleton, Massachusetts.