Case Study: International Cruise Line achieves $8.5M in annual sales growth with Conduent customer experience management

International Cruise Line boosts sales 300% YoY with Conduent

The customer, an international cruise line, faced challenges in achieving operational efficiency and scalability while striving to uphold its brand promise. To address this, vendor Conduent implemented its Customer Experience Management services to consolidate customer care centers and improve support.

Conduent consolidated the cruise line's care centers into its own sites, supporting nine languages and leveraging CX analytics to track performance across channels. This solution focused on enhancing sales, loyalty, and automated self-service. The results were significant, including $8.5 million in increased annual sales with 300% year-over-year growth and $1 million in savings. Conduent also helped increase CSAT scores, protect revenue during the COVID-19 outbreak, and reduce both backlogs and call refund volumes.