The Hackett Group Announces 2023 Digital Award Winners

The Hackett Group, Inc. (NASDAQ: HCKT) today announced the winners of its 10^th Annual Digital Awards, which spotlight companies that are on the cutting edge of creating competitive advantage and delivering measurable benefits at scale using digital transformation solutions. These leaders often combine intelligent automation, advanced analytics and artificial intelligence (AI) to hyper-automate end-to-end business processes.

The 2023 Digital Award winners and their win categories are: Bosch Service Solutions GmbH (Contact-to-Resolution); DBS Bank Ltd (Technology Function Operations); F. Hoffmann-La Roche Ltd. (Plan-to-Source-to-Make-to-Deliver); IBM International Services Centre Slovakia (Order-to-Cash); MTN Group Global Sourcing and Supply Chain (Source-to-Purchase); and Sanofi (Talent Management).

According to Vin Kumar, managing partner, AI and Digital Operations practice leader at The Hackett Group, “This year’s winners demonstrate the real progress that’s being made as automation becomes more intelligent. Step by step they have increased their sophistication and their ability to provide real value. Just a few years ago, the focus was on basic transactional automation, which led to automating full end-to-end processes. From there companies have moved to hyper-automation and beyond. Our 2023 Digital Award winners are building automation fabrics that generate real insights about customers, suppliers, users, employees and more, then use those insights to make better decisions. These systems can understand and predict behavior patterns, which is a major step forward.”

Advisory Associate Principal John Van Decker added that “We’re also starting to see the green shoots of companies using true generative artificial intelligence, building systems that can extract and summarize information from external sources as part of their work and provide greater decision-making support. Generative AI will also make for more natural interactions with chatbots as they move away from relying on structured interactions. It will be very interesting to see how companies progress with their use of generative artificial intelligence in the coming year.”

The following abstracts are drawn from the applications submitted by these 2023 Digital Award winners:

Bosch Service Solutions GmbH – Winner, Contact-to-Resolution – Digital Contact Centre: Transforming Customer Experience with Data, Artificial Intelligence and Automation

Bosch Service Solutions was given a challenging assignment – transform the performance of its contact center, which handles over one million interactions and 18 services annually across multiple communications channels with automation and technology.