Case Studies Success Stories
Explore how NEXperience transforms customer experiences for businesses worldwide by tackling complex challenges with innovative solutions and advanced technologies.
Elevating Guest Experience and Operational Efficiency for a Global Travel & Hospitality Brand Using Lean Six Sigma
A well-established international travel and hospitality group, operating across North America faced growing pressure to deliver seamless customer service while managing surging seasonal demand. Their support teams were overwhelmed with inquiries related to bookings, cancellations, loyalty programs, and real-time travel issues—resulting in poor guest experiences and brand dissatisfaction.
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Long Response Times 36% drop in guest satisfaction.
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High Rate of Booking Errors
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Limited 24/7 Support Coverage
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Inefficient Handling of Loyalty Program Inquiries
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Manual Workflows for cancellations and rebookings
Transforming Healthcare Customer Support Efficiency Using Lean Six Sigma
A leading telemedicine and healthcare provider faced significant challenges in managing patient support operations. As demand for virtual healthcare services surged, the company struggled with long wait times, high call abandonment rates, and compliance risks. The client sought a strategic outsourcing partner to streamline operations while ensuring regulatory adherence and enhancing patient satisfaction.
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High Call Abandonment Rate (40%)
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Long Average Handling Time (AHT) of 8 minutes
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Inefficiencies in Appointment Scheduling
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Compliance and Data Security Risks
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Lack of an AI-Driven Triage System
Enhancing Customer Support Efficiency for a Leading Retail & Technology Company Using the DMAIC Approach
A multinational retail and technology company faced challenges in managing customer inquiries, leading to long resolution times, low CSAT scores, and inefficient agent workflows. The company sought an outsourcing partner that could streamline its support processes while maintaining high customer satisfaction.
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High Average Handling Time (AHT)
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Inconsistent First Call Resolution (FCR)
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Declining Customer Satisfaction (CSAT) scores
Elevating CX for a
Leading Pharmacy Chain in the Middle East
The pharmacy chain faced challenges with managing a high volume of customer inquiries, both online and in-store, particularly regarding product availability, prescription support, and delivery services. Their existing customer support system struggled with slow response times and inconsistent service quality across regions.
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Centralized contact center for inquiries.
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Gen AI assistants for real-time responses.
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Analytics predicting demand, optimizing inventory.
Time Reduction
AI Accuracy
Customer Growth
Improving Customer Support for a Camera Provider in North America
A top North American camera brand experienced an overwhelming number of technical support requests due to the launch of a new product line. The existing system failed to provide prompt resolutions, resulting in increased customer frustration and negative online reviews.
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Created specialized support team for client products.
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Introduced AI tools for automated issue handling.
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Designed feedback loop for product insights.
Resolution time
Improved sentiment
Repeat customers
Boosting Engagement for a Local Soda Drink Company in Egypt
A popular local soda drink brand struggled to maintain customer loyalty in a competitive market dominated by global players. Challenges included inconsistent customer engagement and lack of real-time feedback mechanisms during promotional campaigns.
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Deployed omnichannel center for customer interactions.
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Used AI chatbots for instant engagement and complaints.
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Launched rewards program with gamified feedback.
Engagement
Participation
Market share
Scaling Healthcare CX for a Telemedicine in the GCC
A rapidly growing telemedicine startup faced significant pressure to scale its customer support as patient inquiries surged. The challenge lay in delivering empathetic, high-quality interactions while keeping up with increasing demand.
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Built healthcare team for sensitive inquiries.
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Used AI tools for booking and reminders.
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Developed CX framework for consistent interactions.
Inquiry surge
Satisfaction
Cost Reduction
Personalizing Support for a Regional Retail Chain
A retail chain in North Africa struggled with fragmented communication channels, leading to inconsistent customer support and a lack of insights into customer behavior.
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Centralized communication in omnichannel contact center.
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Used AI for personalized recommendations and queries.
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Leveraged analytics for optimizing marketing strategies.
Resolution rates
Repeat purchases
NPS From 45 to 70
Tailored CX Solutions for Every Sector
NeXperience elevates traditional customer care
with AI-driven personalization and efficiency. Our solutions utilize machine learning to tailor interactions based on individual customer history and preferences.