Conduent Incorporated, a global technology-led business solutions and services company, announced that NelsonHall, a global analyst firm, has named the company a market leader in its 2024 NelsonHall Evaluation and Assessment Tool (NEAT) for CX Services Transformation. This year’s report evaluated 17 companies on their customer experience (CX) services across a range of criteria.
This year’s NEAT report identified Conduent as a leader for:
- Expertise in knowledge management transformation with implementations across multiple verticals
- Strong employee training and learning practice with technology interventions
- CX transformation offerings, such as knowledge management, training, work from home and quality assurance
- Strong portfolio of sector-specific CX services in the high-growth healthcare, travel and transportation verticals
Ivan Kotzev, Lead CX Services Analyst at NelsonHall, said, “Brands increasingly understand the need to change entire journeys and customer experiences spanning different internal functions and external ecosystems. Conduent’s CX consulting and advisory approach aims to tackle this fundamental change in the CX industry, and it is productizing its CX consulting services as part of the larger market shift to ‘as-a-service’ transformation.”
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“Strategic organizations have recognized the many benefits of outsourcing their CX services including improved customer satisfaction, cost reduction, increased sales, expanded access to leading technology, scalability and geographical diversification,” said Randall King, Executive Vice President and President of Commercial Solutions at Conduent. “We value NelsonHall’s thoughtful evaluation of the CX marketplace and their analysis that Conduent, as a leader, can be the answer for organizations looking for reduced upfront capital investments, flexibility in the face of external instability and accelerated technology access and scale.”
In one example for a leading global logistics company, Conduent was able to help its client cost effectively and quickly scale both English and Spanish customer service. Conduent was able to achieve 40% cost savings, while delivering lower handle times and consistent high quality for multiple lines of business including customer service and retail store calls in English and Spanish. The Conduent CX team was able to achieve these outcomes using a unique combination of technology and data analytics to deliver targeted coaching, focus on efficiencies and develop innovative onboarding processes.
NelsonHall defines leaders for their ability to meet future client requirements as well as delivering immediate benefits to its CX services clients.
SOURCE: BusinessWire