Case Study: Nespresso achieves global customer experience improvements with NICE Systems' Interaction Analytics

Nespresso Achieves Global Customer Experience Improvements Through NICE Interaction Analytics

Nespresso, the Nestlé-owned maker of capsule-based espresso machines, faced fragmented, nation-by-nation customer service operations handling large volumes of post-sales calls. Leaders were challenged by repeat contacts, rising handle times, high non-talk time, inconsistent procedures and outsourcer issues, and they aimed to improve first-call resolution, customer experience, self-service uptake and cross-sell opportunities.

Nespresso deployed NICE Interaction Analytics and standardized sentiment queries to mine speech data, run root-cause analyses and flag agent or outsourcer problems. The program drove measurable gains: a 12× increase in chatbot self-service for a maintenance issue, +8% first-call resolution in Belgium, 28% improvement in IVR payment completions, a 50% reduction in high non-talk-time calls in Switzerland, and better cross-sell coaching and workflow fixes that cut repeat calls.

Nespresso

Sriparna Sen

Customer Experience Manager