A leading global cruise line partnered with Conduent to streamline customer support, improve scalability, and strengthen loyalty during travel disruptions. Conduent consolidated care centers, supported nine languages, and used CX analytics to monitor productivity and customer behavior while emphasizing sales and loyalty. This led to $8.5 million in increased annual sales with 300 percent year-over-year growth, $1 million in savings from workflow automation and self-service, and over 3 percent CSAT improvement. Additional benefits included reduced call backlogs and refund requests, improved customer sentiment, and stronger revenue protection during COVID-19.

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