Nike To Overhaul IT Support, Elevating Customer and Employee Experiences

Liz Dominguez
Managing Editor
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Nike app

Nike is overhauling its tech operations, consolidating several existing IT support functions to increase access to assistance for its customers, partners, and employees. 

The approach is part of a new five-year agreement with Cognizant, a tech modernization solutions provider, that looks to elevate IT operations across three major areas: multilingual IT customer service, deskside and dispatch depot, and application and infrastructure support. 

Nike will gain access to increase technical support, including onsite and remote assistance related to employee hardware breakdowns, as well as engineering and backend help across all of Nike’s applications, including its website, mobile apps, and computer software, according to Cognizant.  

Additionally, the company will be able to tap into increased self-service options to improve productivity and expedite product innovation while maintaining cost efficiency. 

Nike’s strategy toward hyper-automation, artificial intelligence, and process re-engineering will equip the brand with the advanced IT capabilities it needs to support global growth and seamless tech experiences, noted Sushant Warikoo, head of the retail industry business unit at Cognizant, in a statement. 

IT Growth Moves

Henkel is another major CPG company that is investing in IT support. Earlier this year, the company implemented a new workforce solution that is streamlining internal IT support services for its global network of remote employees. Through the platform, Henkel can connect to every laptop, smartphone, tablet, or other device, regardless of the model or operating system.

IT investment is growing at an explosive pace, and this is particularly true for the CPG industry. According to a recent Gartner report, worldwide IT spending is expected to grow 5.5% this year to $4.6 trillion, with growth expected in all regions worldwide. 

But while money is being spent on new tools and technologies that can elevate operations, a critical shortage in skilled IT labor is prompting more companies to seek out third-party outlets for help, as Nike and Henkel are doing. 

“Tech layoffs do not mean that the IT talent shortage is over,” said John-David Lovelock, Gartner distinguished VP analyst, in a statement. “IT spending on internal services is slowing in all industries, and enterprises are not [keeping] up with wage rate increases. As a result, enterprises will spend more money to retain fewer staff and will turn to IT services firms to fill in the gaps.”

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