A major U.S. airline partnered with Conduent for over 15 years to strengthen customer and employee experiences amid industry shifts, including 9/11, mergers, and COVID-19. Conduent streamlined operations by integrating technology, automation, and global support, cutting manual efforts in HR and customer management. The airline achieved 90 percent digital improvement in HR within 12 months, reduced payroll costs by $600 million annually through a voluntary retirement program, and managed 85,000 employees across 40 countries. Customer experience advanced with contact center expansion from 50 to 800 agents, 60 percent lower operational costs, 92 million loyalty members, and CSAT rising from 2.5 to 4.5.

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