Nice helped Nespresso improve global customer experience by implementing Interaction Analytics, enabling customer service leaders to extract valuable insights from customer data across multiple markets. Nice’s standardized sentiment analysis allowed Nespresso to understand regional needs, identify shared challenges, and address behavioral and technological gaps in outsourcing providers. This data-driven approach empowered Nespresso to enhance service quality consistently worldwide, supporting better decision-making and collaboration among its national offices within the Nestlé group.

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