Celebrating Conduent’s CX Teams During Customer Service Week

by Cliff Skelton

Every day, Conduent customer experience associates support approximately 3.5 million consumers during important, often critical life moments.

Our CX associates are instrumental in managing consumer experiences for some of the world's top brands. They play a crucial role in distributing tens of millions of dollars in government funds on behalf of state agencies nationwide, ensuring that people receive the support they need. Additionally, our teams assist motorists and commuters by providing essential services in tolling and transit.

Celebrating CX agents who go above and beyond every day

Again this year, we join the international celebration of Customer Service Week from October 7 to 11, recognizing the vital role that customer service plays and celebrating the dedicated individuals who support consumers daily.

While all calls are important, about half of the calls handled by Conduent's CX agents are complex in nature. For example, Conduent manages logistics for one of the largest shipping and receiving and supply chain management companies. This September, a CX agent supporting shipping of medications, vaccines and medical documents ensured delivery of a specialized nutritional formula to a to neonatal intensive care unit despite a mechanical flight delay. Once the mechanical delay was entered into the system, the agent recognized the critical impact in delaying the time-sensitive delivery. Our agent intervened and was able to get the package of infant formula rerouted and delivered on time to the NICU caring for a critically ill premature infant. This is just one example of the impact our agents have millions of times each day.

Our commitment to delivering outstanding results earns trust and recognition

Our clients are central to everything we do. We are driven to not just meet client expectations but to exceed those expectations at every point of contact. To equip our associates for success, we place empathy at the heart of every customer interaction along with top-tier training and analytics for continuous improvement. Our CX teams are expertly trained on our clients'businesses and their customers' needs, making them true representatives of the brands. It is a point of pride for all of us that third-party industry experts, such as NelsonHall, the global analyst firm, has named Conduent a market leader in its 2024 CX Services Transformation Report.

During Customer Service Week, we say thank you to our 27,000 Conduent CX agents. Their unwavering dedication to delivering exceptional customer experiences every day is what drives our clients' success. Thank you for your hard work, commitment, and for going above and beyond to make a positive impact on behalf of those we serve.