A global client needed a structured customer experience management approach to support rapid growth while reducing errors, improving CSAT, and lowering costs. Conduent implemented COPC CX Standard certification, introducing data-driven process management, service journey mapping, coaching, employee engagement initiatives, and enhanced client relationship management. The transformation, supported by 5,600 agents across nine global sites in 10 languages, delivered a 57 percent increase in client satisfaction, a 60 percent improvement in meeting performance metrics, a 21 percent reduction in attrition, a 19 percent drop in unplanned absenteeism, and a 14 percent decrease in dissatisfied customer reports with a 4 percent CSAT increase.

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