Case Study: Global Tech Company achieves high CSAT and scalable global support with Conduent CXM Solutions

Global Tech Company sustains 80-85% CSAT across 17.5M annual contacts with Conduent

The global tech company faced the challenge of managing 17.5 million annual customer contacts and needed a solution with second-to-none responsiveness to handle large seasonal surges. They partnered with Conduent and its Customer Experience Management (CXM) Solutions to support multiple regions with deep technical expertise and the ability to scale quickly.

Conduent implemented a solution that rapidly expanded from a 50-person pilot to over 4,000 associates, servicing multiple lines of business. The results included consistent CSAT scores of 80-85%, a 16-year partnership, and top rankings in performance and quality. This measurable impact led to Conduent earning additional business and being selected for multiple service pilots annually.

Global Tech Company