A top-5 pharma replaced a fragmented 32-partner IT support model with Cognizant's AI-driven WorkNEXT and a UX command center.

Support was fragmented across 32 partners on three continents with outdated tooling, unpredictable cost and falling productivity. Cognizant deployed its WorkNEXT suite with AI-driven virtual assistants, Nexthink and ServiceNow integration and a UX command center monitoring 100,000+ users in 40+ countries. The page reports a 45% reduction in user-to-contact ratio, 20% better end-user productivity, 79% first-call resolution and a 44% drop in live-agent chat volume.

Cognizant is a global IT and consulting firm with a life sciences practice, used by pharma for data modernisation, analytics and AI across commercial and manufacturing operations

This sits in the Scale & Govern stage of the AI use-case lifecycle: Named examples from the tools pharma teams use to monitor, govern and keep validating an AI system once it is already live in production.