Case Study: Pearson boosts NPS by 60% with Zingtree

Pearson boosts NPS by 60% with Zingtree

Pearson, the world's leading learning company, faced a multi-dimensional challenge in serving its 160 million customers across 200 countries. With a diverse customer base and complex product combinations, their agents struggled with lengthy training and costly errors. To address this, they turned to Zingtree for a solution.

Using the Zingtree platform, Pearson's team was able to build decision trees for their most complex processes with no prior training. The solution's user-friendliness and ease of updating led to a significant measurable impact within eight months, including a 60% increase in NPS, a 47% improvement in CSAT, and a 33% faster agent ramp time. Zingtree transformed Pearson's approach to customer service and agent training.

Pearson