Case Study: Nuuday achieves improved CX and business results with Genesys

Nuuday - Customer Case Study

Nuuday, a leading service provider, needed to improve customer experience and operational efficiency across its contact center and retail operations while supporting a more flexible, connected way of working. Using Genesys, Nuuday aimed to streamline planning, routing, and channel switching, while also enabling employees to deliver a seamless experience across more touchpoints.

Genesys implemented cloud-based customer engagement capabilities, including Genesys Web Messaging, and extended the platform beyond contact center agents to retail store staff. This helped Nuuday handle conversations asynchronously and keep full chat history for a more joined-up customer journey. As a result, monthly chat volume rose from about 10,000 to 45,000–50,000 for one brand, improving service scalability, boosting CX, NPS, and overall business performance.

Nuuday

Michael Stinner

Head of CX Operations