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

Success on the high seas 300% YOY growth + $1M in savings

An international cruise line sought to improve efficiencies and scalability for its customer support operations. To better deliver on its brand promise, it partnered with Conduent for customer experience management services, needing a solution to handle complex, multi-lingual support and respond to significant travel disruptions.

Conduent consolidated the cruise line's customer care centers into its own sites, leveraging CX analytics to track performance across channels. The solution utilized workflow automation, self-service, and speech analytics to enhance service and protect revenue. As a result, Conduent helped the customer achieve a 300% YoY sales growth amounting to $8.5M, saved $1M in costs, increased CSAT by over 3%, and successfully managed challenges during the COVID-19 outbreak.