Nike consolidates key tech support functions

Nike rise store aventura
Nike is supporting digital transformation efforts such as its new Nike Rise store concept - Aventura Mall, Aventura Fla. (Photo courtesy of Nike).

An athletic apparel and footwear giant is transforming how it supports technology operations.

Nike is expanding an existing 14-year agreement with Cognizant to consolidate several of the brand’s existing IT support functions that the technology solutions and services provider already manages, covering over 230 locations in more than 40 countries.   

As part of the new five-year agreement, Cognizant will provide onsite and remote technical support to Nike customers and employees, including resolving issues with employee hardware, such as laptops and work phones. Cognizant will also provide engineering and back-end solutions for all of Nike's enterprise-wide applications, including mobile apps, computer software, and its e-commerce platform.

Other enterprise areas where Nike will leverage Cognizant technical support include multilingual IT customer service, as well as application and infrastructure support.

Nike expects to improve productivity, reduce costs and create self-service opportunities in its technology services areas as a result of this expanded partnership. The company also intends this enhanced technical support partnership to help drive its continuing digital transformation efforts.

[Read more: Nike expands ‘metaverse’ presence with virtual platform acquisition]

The company’s digital transformation plans also include a “digitally advanced and community connected” store concept called Nike Rise. Nike opened the first North American location of Nike Rise, at Aventura Mall in Aventura, late 2022.  The opening “signals the next stage of our retail expansion in North America as we scale across the U.S. in 2023,” Nike stated in a release.

Nike first debuted the Rise concept in 2020, at Grandview Mall in Guangzhou, China. The second location, in the South Korean capital of Seoul, opened in summer 2021, followed by one in London, which opened this past summer. Created to inspire, connect and serve athletes of all ages and genders, Nike Rise is designed to be unique to each city, with a focus on running, training and basketball.

"We are excited to help drive exceptional customer, employee, and partner experiences at Nike by leveraging hyper-automation, AI, and process re-engineering," said Sushant Warikoo, head of Cognizant's Retail Industry Business Unit. "By bridging our retail industry and technology expertise together with our 14-year knowledge of Nike's business, we are able to equip them with the advanced IT capabilities required to support their global growth and ensure seamless technology experiences for all."

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