Conduent Recognized as a Leader in 2024 NelsonHall CX Services Transformation Report
20 Juni 2024 - 2:43PM
Business Wire
Conduent named a leader in Cost Optimization
Capability in 2024 NEAT
Conduent Incorporated (Nasdaq: CNDT), a global technology-led
business solutions and services company, today 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.”
“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.
To read a custom version of the NEAT for CX Services
Transformation focused on Conduent’s Customer Experience Management
Solutions, visit
https://insights.conduent.com/reports/cx-services-transformation.
About Conduent Conduent delivers digital business
solutions and services spanning the commercial, government and
transportation spectrum – creating valuable outcomes for its
clients and the millions of people who count on them. The Company
leverages cloud computing, artificial intelligence, machine
learning, automation and advanced analytics to deliver
mission-critical solutions. Through a dedicated global team of
approximately 59,000 associates, process expertise and advanced
technologies, Conduent’s solutions and services digitally transform
its clients’ operations to enhance customer experiences, improve
performance, increase efficiencies and reduce costs. Conduent adds
momentum to its clients’ missions in many ways including disbursing
approximately $100 billion in government payments annually,
enabling 2.3 billion customer service interactions annually,
empowering millions of employees through HR services every year and
processing nearly 13 million tolling transactions every day. Learn
more at www.conduent.com.
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http://www.facebook.com/Conduent.
Trademarks Conduent is a trademark of Conduent
Incorporated in the United States and/or other countries. Other
names may be trademarks of their respective owners.
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version on businesswire.com: https://www.businesswire.com/news/home/20240620616618/en/
Media: Lisa Patterson, Conduent, +1-816-305-4421,
lisa.patterson@conduent.com
Investor Relations: Giles Goodburn, Conduent,
+1-203-216-3546, ir@conduent.com
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