Case Study: Pearson boosts NPS and revenue with Observe.AI

Pearson Boosts NPS by 25 Points with Observe.AI and Concentrix Support

Pearson, the global education provider, faced inconsistent quality monitoring and long average handle times that made it difficult to improve customer interactions and spot sales opportunities across its clinical sales and higher education divisions. To address this, Pearson worked with Concentrix and implemented the Observe.AI Conversation Intelligence Platform.

With Observe.AI, Pearson captured 100% of interactions, uncovered key call moments, and used the insights to improve coaching, reduce AHT, and identify upsell and cross-sell opportunities. The results included a $500K increase over projected revenue, a 50% reduction in negative customer sentiment, and a 25-point rise in NPS, with revenue in one division growing from a projected $2.2M to $2.7M.

Pearson

Adam Miles

Global Director of Customer Success for Clinical and School Assessments