Newsroom Post - Conduent

Building the New Conduent

Tue, 13 Oct 2026 13:31:00 GMT

Recently, we gathered in New York with investors, clients, partners and colleagues for an important milestone in Conduent’s transformation. Investor Day gave us the opportunity to share where we are today, the choices we have made to strengthen our company and, most importantly, where we are headed.

For me, the message was straightforward: the new Conduent is taking shape, and now it is time to execute.

When I joined Conduent’s Board in 2025 and later became CEO, one thing became clear very quickly: this company has a remarkably strong foundation. We have long-standing relationships with many of the world’s leading companies and government agencies, deep expertise in mission-critical operations and a global team that understands how to solve complex problems at scale. Our top 20 clients, for example, have been with us for an average of more than 20 years.

We also have tremendous scale and impact. We serve 46 U.S. states, work with 31 of the Fortune 100 and manage billions of customer interactions, claims and documents every year. Those capabilities and relationships are valuable assets. But a strong foundation alone is not enough.

What matters is what we build on it.

That is the purpose of ASCEND 2026–28.

Over the past several months, we have taken decisive steps to simplify and strengthen Conduent. We are concentrating on the markets where we have the greatest opportunity to differentiate and win, strengthening our leadership team, sharpening our commercial approach and creating greater accountability throughout the organization.

Our approach is simple: standardize, specialize and scale.

Standardization creates consistency and efficiency. Specialization allows us to concentrate our expertise where we can create the greatest value. And scale allows us to take solutions that work and bring them to more clients and more markets.

We are increasingly focused on three areas where we believe Conduent has significant expertise and opportunity: health care operations, financial operations and enterprise operations — across both our Government and Commercial businesses. This focus allows us to bring together our domain expertise, technology and operational capabilities to solve larger, more complex problems for our clients.

At the same time, we are changing how we operate.

A successful transformation requires more than a strategy on a slide. It requires decisions to be made faster, resources to be deployed with discipline and people to be accountable for results. I have led turnarounds across multiple industries, and one lesson has remained consistent: turnarounds are not an art. They are a science. They are repeatable when you have the right priorities, disciplined execution and accountability.

That is the culture we are building at Conduent.

Technology — and particularly AI — will be an important part of that transformation. But I don't believe AI should be viewed as a standalone initiative. Its real value comes from combining technology and data with the deep domain expertise and human judgment that our people bring to the work every day.

We are already applying AI across our client solutions and our own operations. The opportunity ahead is to scale those capabilities, improve how we work and deliver better outcomes for the people and organizations we serve.

The market opportunity is significant. Organizations across industries and government are looking for partners that can help them modernize operations, manage complexity, improve experiences and deliver measurable results. They increasingly want end-to-end solutions rather than individual capabilities, and they expect technology and AI to translate into practical business outcomes.

That plays directly to Conduent’s strengths.

But our opportunity will not be measured by the size of our addressable market or the quality of our strategy. It will be measured by what we deliver.

That is why the most important message from Investor Day was not simply where Conduent is going. It was that the journey is already underway.

We have made choices to simplify our portfolio. We have strengthened our leadership team. We are rebuilding our commercial engine, investing in technology and AI, improving our operating model and maintaining a relentless focus on financial discipline. And we are doing it with a clear objective: create greater value for our clients, our employees, our shareholders and the communities we serve.

This is a new Conduent.

We have the foundation. We have a clearer strategy. We have the people and capabilities to execute it.

Now it is time to deliver.

I am confident in what this team can achieve and look forward to sharing the results as we build Conduent’s next chapter.

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Going the Extra Mile for Our Clients and Their Customers

Tue, 06 Oct 2026 13:43:00 GMT

By George Wehbe, President, Commercial Solutions

Every day, Conduent teams have millions of interactions with the customers our clients serve. Behind each of those interactions is a person who has the opportunity to make a difference — by solving a problem, answering a question, providing reassurance or simply making someone's day a little easier.

That’s why Customer Service Week is so important. It’s a chance to recognize the tens of thousands of Conduent employees who bring expertise, empathy and care to their work every day.

Our people understand that when they interact with a customer, they are representing not only Conduent, but our client’s brand. They take that responsibility seriously, and they take pride in getting it right.

I’ve seen this firsthand during visits with our teams around the world. I’m consistently impressed by their professionalism, commitment and the pride they take in serving our clients.

Our clients see it, too.

One leading global education company recently shared:

“When I think about Conduent, I think about the people. My site visits gave me a real appreciation for the talent, dedication, and pride that your teams bring to supporting us every day.”

Another client, a global aerospace and defense company, recognized our teams for their “patience, expertise, and most of all, their care and dedication” in supporting employees and retirees.

These comments mean a great deal because they reflect what matters most in our business: the relationships our people build and the experience they create for the people our clients serve.

Whether it’s helping someone understand their benefits, answering a question about a return or making sure a delayed package containing life-critical medicine reaches its destination, our teams are there when people need them.

That is going the extra mile.

To all of our Conduent employees: thank you for the care, commitment and professionalism you bring to your work every day. And to our clients: thank you for trusting our teams to represent your brands and serve your customers.

I’m proud of what our people do every day — and especially proud to celebrate them during Customer Service Week.

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Two Years In: Advancing How Government Agencies Serve the People Who Depend on Them

Wed, 26 Aug 2026 12:45:00 GMT

By Anna Sever, President of Government Solutions, Conduent

As I reach my two-year anniversary with Conduent, I’m proud of the achievements we’ve made in optimizing our Government Solutions business and in strengthening our relationships with government clients. Together, our teams work tirelessly to deliver critical benefits and services that millions of citizens rely on every day.

The scale and impact of the government programs we support are far-reaching. These serve communities like Medicaid members and providers, as well as recipients of benefits such as SNAP, WIC, TANF, and unemployment insurance. In 2025 alone, Conduent processed over 454 million Medicaid claims and disbursed approximately $80 billion in government benefit payments.

At the same time, the stakes, risks, and pressures for government agencies continue to rise. The environment for government services has become far more complex in recent years. The state and federal agencies we support face always evolving customer needs and expectations – driven largely by the rapid expansion of AI and other technologies – as well as unending pushes for greater efficiencies and effectiveness.

Agencies also must be prepared to rapidly adapt to changes in law and policy.

Companies like Conduent that support governments daily must be ready for new, changing mandates and new levels of client satisfaction. They must be able to help clients modernize while maintaining a high level of trust and reliability. And now more than ever, companies like ours must be able to offer a myriad of attributes and services like agility and adaptability, security, interoperability, and the latest in innovations.

One thing that my time at Conduent has reinforced is that modernization in government is not simply about adopting new technology. It is about integrating our technology with our expertise to make programs easier to access and operate, and more responsive to the people who rely on them.

For these reasons, we’ve made recent organizational adjustments and process improvements to our own business, creating more efficiencies on our end, quicker decision-making, and the ability to offer integrated and modular capabilities tailored to an agency’s specific needs. We’ve also worked to expand our strategic partnerships to help drive growth and enhance the effectiveness of our service deliveries.

We have made solid progress and are building momentum. We have a talented team in place, and we added some new talent with new ideas and welcomed energy. Bringing in new expertise has helped us embrace new tools and technologies available, including different ways to utilize advances in AI.

Throughout it all, I’m proud to see that our employees are always keeping their focus on why they do their jobs: helping agencies across the country support individuals and families in need.

And the results are showing. With the modular Conduent Medicaid Suite (CMdS), we are helping states like Virginia to modernize their Medicaid systems so they can improve access to information, further reduce fraud risks, and strengthen program performance.

With our VeriSight Anti-Fraud Suite, we are helping states like Alabama deploy layered protections against EBT fraud, including chip-enabled SNAP cards, lock/unlock features, and high-risk transaction blocking to help safeguard beneficiary accounts. We’re also a trusted partner for child support agencies and eligibility and enrollment programs, helping them improve their technology and services.

In addition, we are expanding our presence in federal programs through strategic partnerships, marking an important return to this market for Conduent.

I’m grateful for our team’s commitment to serving our clients and for the agencies who put their trust in us. I’m also excited for the months and years to come.

Most importantly, I’m honored that we can continue to play a valued role in supporting the vital government programs and resources that people across America depend on.

Visit Conduent Government Solutions to learn more.

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Trust, Accountability and the Responsibility to Improve

Wed, 22 Jul 2026 13:25:00 GMT

By Harsha V. Agadi, President and Chief Executive Officer, Conduent

Harsha V. Agadi, President and Chief Executive Officer, Conduent

As I wrap up my first six months as CEO of Conduent, I’ve spent a great deal of time meeting with employees, clients, investors and partners. One theme has consistently emerged in those conversations: trust.

Trust is not a marketing slogan. It is the foundation of our business. Trust is earned through performance. It is built through accountability. And it is strengthened by how organizations respond when faced with challenges.

Every day, organizations rely on Conduent to help deliver mission-critical services that support millions of people around the world. That responsibility requires us to continually improve, invest and evolve—whether in our operations, our technology platforms, our client experience or our security capabilities.

Over the past six months, we have continued to sharpen our strategic focus, strengthen execution and invest in the technology and capabilities that matter most to our clients. That same commitment to continuous improvement extends to cybersecurity and operational resilience.

Upon discovery of a cybersecurity incident in early 2025, we acted quickly to secure our networks, restore operations, engage independent cybersecurity experts, notify law enforcement and support our clients through the notification process. As previously communicated, there continues to be no evidence that any of the affected data has been misused, posted or made publicly available.

How We've Continued to Strengthen

The incident did not define our response—it accelerated our progress. Conduent has always taken security seriously. On an annual basis, Conduent’s global information security environment is subject to more than 140 independent audits, including SOC 2 Type II audits, PCI compliance audits, ISO 27001 audits, HITRUST certifications, among others. Together, these evaluations help ensure our security program continues to evolve alongside an increasingly complex threat landscape.

We made substantial progress on our multi-year plans to further reinforce and modernize our security environment and operational resilience across the enterprise. As the threat landscape continues to evolve—including the emergence of AI-enabled attacks—we have accelerated key initiatives, expanded our threat detection and response capabilities, enhanced automation, and centralized security operations to improve visibility, consistency and resilience.

A key part of this work has been our strategic partnership with Palo Alto Networks, leveraging its suite of next-generation cybersecurity capabilities to provide more unified visibility and response across endpoints, networks and cloud environments.

These investments are part of a broader commitment to continuously strengthening our security posture. Cybersecurity is not a fixed destination. Every organization faces evolving threats. As those threats evolve, what matters most is how effectively organizations anticipate, respond and continuously improve.

The lessons are bigger than cybersecurity

Trust is built through transparency. It is reinforced through accountability. And it is earned through the actions an organization takes every day to improve.

Six months into my tenure as CEO, I am confident in the progress we have made, but even more focused on the work ahead. Security, resilience, accountability and performance remain non-negotiable priorities for Conduent. Our clients place extraordinary trust in Conduent every day. Earning and maintaining that trust remains one of our greatest responsibilities—and one we are committed to fulfilling through continuous investment, accountability and improvement.

That is the standard we hold ourselves to at Conduent.

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What I Heard from Clients at ELEVATE 2026: Speed, Accountability and Human Connection in the Age of AI

Fri, 12 Jun 2026 12:45:00 GMT

By Harsha V. Agadi, President and Chief Executive Officer, Conduent

I attended ELEVATE 2026 with a simple goal: listen.

As a CEO, opportunities to spend concentrated time with clients are invaluable. They provide an unfiltered view of what is working, what is changing, and what clients need from their partners to succeed.

What struck me most was not how much our clients talked about artificial intelligence.

It was how often they talked about outcomes.

Across healthcare, government, financial services, transportation, and other industries, I heard a remarkably consistent message. Organizations are navigating growing complexity, rising customer expectations, increasing cost pressures, and rapid technological change. They are looking for partners who can help them move faster, simplify operations, and deliver measurable results.

And they are looking for accountability.

Those conversations reinforced my belief that our industry is entering a new chapter — one where speed, innovation, and human connection will increasingly define success.

Seeing Conduent Through a Client’s Eyes

Before I became Conduent’s CEO, I was a client.

That perspective matters.

I understand what it means to rely on a partner to support critical operations, manage customer interactions, process transactions, protect data, and deliver experiences that reflect directly on your brand.

Clients do not judge service providers by presentations, promises, or organizational charts.

They judge them by outcomes.

Can you help solve problems?

Can you help simplify complexity?

Can you help me achieve results faster?

Those are the questions clients are asking today.

The scale of what Conduent does positions us uniquely to answer them. We work with 40% of the Fortune 100. We support nine out of 10 U.S. health plans. We help administer government healthcare programs serving more than 111 million recipients. Seven out of 10 banks rely on us. Every day, we help manage billions of interactions on behalf of our clients.

But scale is not the story.

What matters is how we use that scale to create greater value.

That is where I believe the opportunity lies—not only for Conduent, but for the entire business process services industry.

Speed Is Becoming a Competitive Advantage

If there was one theme that surfaced more than any other at ELEVATE, it was speed.

Healthcare leaders talked about the need to adapt more quickly to changing member expectations.

Government leaders emphasized the importance of delivering services more efficiently while managing increasing complexity.

Financial services executives discussed the need to move faster while maintaining security, compliance, and trust.

The specifics differed, but the underlying challenge was the same.

Organizations can no longer afford long implementation cycles, slow decision-making, or unnecessary complexity.

Speed is becoming a competitive advantage.

That does not mean moving recklessly. It means removing friction. It means accelerating decisions, shortening implementation timelines, and responding quickly when clients need support.

Technology is making that possible.

AI, automation, analytics, and digital platforms are helping organizations accomplish in months what once took much longer. But technology alone is not enough.

Execution matters.

One of the changes underway at Conduent is a renewed focus on speed and execution. We are simplifying how we operate, accelerating decision-making, reducing implementation timelines, and creating greater accountability around outcomes.

Because activity without results is just motion.

What clients expect—and what they deserve—is performance they can see and measure.

AI Is Reshaping Business. Human Connection Remains the Differentiator.

Not surprisingly, AI was a frequent topic of discussion throughout ELEVATE.

Clients are eager to understand how AI can improve experiences, increase efficiency, strengthen decision-making, and unlock new value from their operations.

We are seeing those opportunities firsthand.

Across Conduent, AI is helping improve customer interactions, strengthen fraud detection, streamline workflows, support benefits administration, and reduce manual effort across a variety of processes.

The technology is advancing rapidly.

Yet one message came through clearly from client conversations.

As AI becomes more powerful, human connection becomes more important.

When someone is resolving a healthcare issue, seeking government assistance, managing a financial concern, or navigating a major life event, empathy matters. Judgment matters. Accountability matters.

Technology should enhance those moments—not replace them.

The future is not a choice between automation and people.

It is the thoughtful integration of both.

Technology at scale. Human judgment where it matters.

That combination will define the next generation of customer and citizen experiences.

Accountability Builds Trust

Another message I heard consistently was the importance of accountability.

Clients want transparency.

They want responsiveness.

And they want partners who take ownership.

Throughout my career, I have viewed complaints differently than most people.

A complaint is not an inconvenience.

It is a diagnosis.

It tells you where something is broken, where expectations are not being met, and where improvement is required.

The organizations that succeed are not the ones that spend the most time explaining problems.

They are the ones that solve them.

That philosophy is shaping how we are evolving at Conduent.

We are creating greater clarity around ownership, simplifying decision-making, and building a culture where accountability is expected at every level of the organization.

Clients should know where we stand.

They should know who owns the issue.

And they should know we are committed to delivering results.

Trust is earned through execution.

The New Conduent

The conversations at ELEVATE reinforced something else.

Many clients know Conduent for a specific capability, but not necessarily for the full breadth of what we can do.

That represents a tremendous opportunity.

Our future is not simply about doing more transactions.

It is about helping clients solve more problems.

We are evolving from a transactional business process outsourcing model toward a technology-enabled business process services company—one focused on outcomes, innovation, and partnership.

That means combining deep operational expertise with technology, data, AI, and a relentless focus on client success.

It means moving faster.

It means being more accountable.

It means continuously innovating.

Most importantly, it means helping clients achieve better outcomes for the people they serve.

What Comes Next

ELEVATE was not simply a client conference.

It was an opportunity to listen.

What I heard was clear.

Clients are not asking whether AI is coming. They know it is.

What they are asking is who can help them move faster, simplify complexity, improve experiences, and remain accountable as change accelerates.

That is the challenge in front of our industry.

It is also the opportunity in front of Conduent.

Technology will continue to evolve. Customer expectations will continue to rise. New challenges will emerge.

But the fundamentals remain unchanged.

Clients want results.

They want trust.

They want partners who show up when it matters.

The future of business process services will not be defined by who automates the most.

It will be defined by who best combines technology, accountability, and human judgment to help clients achieve better outcomes.

That is the company we are building at Conduent.

And we are just getting started.

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Exceptional Service at Conduent Starts with Exceptional Customer Teams: Celebrating Customer Service Week

Fri, 10 Oct 2025 13:15:00 GMT

By Mandy Huckaby, VP/General Manager, Customer Experience

This Customer Service Week (October 6–10), Conduent has been celebrating the nearly 27,000 employees who deliver real impact every single day through millions of customer interactions. Whether answering a quick question or navigating a complex issue, our teams bring empathy, expertise, and dedication to every conversation. Representing clients from healthcare, banking, travel & hospitality, telecom, high tech, state agencies, and beyond, our teams work tirelessly to ensure customers feel supported and heard.

Conduent Agents Are There for Customers

Every week, I’m inspired by stories of our agents:

Assisting panicked travelers during a full airport shutdown
Finding alternative ways to deliver life-saving medicine on time to patients
Addressing patient questions about unexpected symptoms after taking a medication.

Not every interaction is urgent like these examples, but every customer reaches out because they need help. Our agents understand that every inquiry, whether about health benefits or a return policy, is important, because it is important to the customer.

Investing in Our People to Deliver for Our Clients

Exceptional service doesn’t happen by accident. At Conduent, delivering high-quality service requires continuous investment in our people and the technology that empowers them. Our agents grow through real-time coaching, targeted feedback, and access to the tools they need to thrive.

We’re also leveraging AI and GenAI to enhance the tools they need and to provide deeper insights and analytics that inform our training, strengthen vital resources like Knowledge Bases, and enable agents to access key information quickly and efficiently.

I’m incredibly proud of this team and grateful for their unwavering dedication to our clients and their customers. I also want to thank our clients who have reached out this week for sharing their appreciation for the work we do. Thank you, Conduent Team!

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Data Analysis vs. Data Paralysis

Thu, 14 Aug 2025 14:30:00 GMT

By Mike McDaniel

Companies today are overflowing with data —charts, dashboards, reports— endless streams of information that don’t always lead to better outcomes. To avoid data paralysis, Conduent teams take a methodical approach focused on what matters most: aligning with clients on key business goals, tracking meaningful metrics, generating actionable insights, and continuously improving through feedback.

Strategic Priorities Drive Actionable CX

Conduent CX and Data Analytics teams partnered with a global hospitality leader to sharpen focus on two key goals for customer experience:

✔ Increasing Net Promoter Score (NPS)
✔ Boosting loyalty through travel program enrollment.

Sales conversion is paramount, and at the center is customer satisfaction. Our CX and analytics teams identified key metrics linked to customer satisfaction and used those insights to refine training, processes, and service delivery, ensuring an elevated customer experience.

Mapping the Customer Journey

To better understand customer interactions, our CX team took a deep dive into the anatomy of a customer call, which provided rich insights into why customers reach out, where they face friction, what resources they value most, and which responses drive optimal outcomes.

This analysis generated targeted recommendations ranging from upgraded self-service tools to enhanced agent training and feedback loops for continuous improvement. The result? Smarter conversations, better experiences, and a stronger NPS.

Timing is Everything in Loyalty Enrollment

While loyalty enrollment was a priority, our CX agents recognized that not every moment is the right moment. Through deeper journey analysis, the team pinpointed the specific interactions where customers are more open to joining the travel program and the exact type of information they need to say yes. That precision led to higher enrollment and more meaningful engagement.

Smart Data Strategies for Real Impact

At Conduent, data is more than numbers on a chart; it fuels our strategy. Because of that methodical approach to data, our clients are seeing real gains from smart, focused analytics that drive decision-making, sharpen performance, and produce measurable results. That’s the difference between data analysis and data paralysis.

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Ready or Not, Seasonal Travel is About to Take Off!

Fri, 30 May 2025 14:00:00 GMT

By Mike McDaniel

With 92% of Americans planning to hit the road or take to the skies in 2025, summer travel demand is expected to be high. For the industry that means one thing: preparation is everything. At Conduent, we have a roadmap to help our travel and hospitality clients anticipate and navigate seasonal peaks, ensuring seamless Customer Experience.

Training for Peak Season Success
Ahead of busy travel seasons, Conduent experts analyze past consumer behavior to refine and strengthen CX agent training, ensuring teams are ready for the intensity of peak demand. This is especially critical for agents working with travelers who are looking for competitive flights, hotel bookings, and experiences.

First Impressions Matter
When it comes to vacations, expectations are very high, and the first customer interaction sets the tone for the entire trip. That’s why Conduent CX teams focus on “getting it right the first time.” A deep understanding of products, options, and loyalty programs is essential. Agents go through extensive training to build that deep knowledge. One client even created immersions for agents that allowed them to speak about the client’s offering from personal experience — that strategy has driven millions in revenue.

Loyalty & Data-Driven Engagement
With heightened competition across the travel industry, loyalty programs have become game-changers. Conduent’s analytics teams use Call Listening to understand the customer journey and how to identify the moments customers are most receptive to enrolling – for one travel client that meant a nearly four percentage point increase in loyalty program enrollments.

Meeting the Moment
High demand requires advanced planning, data-driven insights, and highly trained teams and that’s where Conduent shines. In peak seasons, business as usual isn’t enough —proactive preparation is essential to capturing the maximum opportunity and delivering outstanding customer experiences.

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Tiger Team Delivers Big to Launch a Complex CX Operation

Thu, 15 May 2025 15:00:00 GMT

by Mike McDaniel

During a recent visit with our outstanding Customer Experience Management team, I got to meet 36 talented leaders – the Conduent Tiger Team – just as they prepared to embark on a 9,000 mile journey. For the next 12 weeks, these seasoned professionals would train 1,000 newly onboarded Conduent agents. The Tiger Team’s charge was to successfully transfer their expertise to ramp up a new Conduent site supporting one of our leading clients.

Exemplifying Conduent’s Core Strengths

There is so much in the Tiger Team story that exemplifies the themes I keep writing about here - the values at the core of Conduent’s success.

Developing and Nurturing Talent

These 36 leaders were selected for their deep expertise, built over years of experience at Conduent – nine of them with over a decade of service. They started their careers as agents, immersing themselves in our clients’ businesses, and became leaders and now trainers of new talent. Working at a Center of Excellence, they understand the complex nature of CX and developed the capabilities that are essential to delivering the level of service our clients and their customers expect.

Deep Client Knowledge

Beyond being CX professionals, what truly sets the Tiger Team apart is their comprehensive understanding of their client’s business. Their expertise extends beyond customer lifecycle management — they grasp the technical processes, operational challenges, and the nuances that drive customer interactions. By bridging CX mastery with business acumen, they ensure that new team members not only learn the operational framework but also connect with the meaning behind their work—something many of them personally experienced during their own journeys at Conduent.

Clients Recognize and Reward Strong Partnerships

Scaling up 1,000 new team members is a rare opportunity—one that Conduent earned because of the great work that our existing teams are doing every day. Our client knows that the Conduent team understands their business inside and out, aligns with their vision, and is invested in their long-term success. Conduent was able to expand the working relationship, take on this new assignment (which meant hiring, ramping up and becoming fully operational in 4 months!) because of our commitment, dedication and methodical approach to CX training.

Looking Ahead

I am proud of the work the Tiger Team has accomplished and their help in building a stronger relationship with our client. I can’t wait to see them again to hear about their experiences on this incredible journey.

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Transforming Complaint Centers into Advocate Centers

Wed, 30 Apr 2025 13:45:00 GMT

by Mike McDaniel

I recently met with Juan Carlos Pereira, who leads our Customer Experience (CX) Delivery Operations, and the CX team in Guatemala. These visits are invaluable because they allow me to gain firsthand insights into our business and clients from the people delivering exceptional service on behalf of our clients.

I was struck by how JP and his team are working to elevate and transform the CX experience. Customer contact is typically associated with an issue – whether it’s a problem returning an item or an unmet expectation (think delayed or poor service). When a Conduent agent is engaged with a customer they aren’t just focused on issue resolution but on shifting CX from a complaint center to an advocate center. Here’s how they’re making it happen:

Laying the Foundation: Flawless Execution

To foster a positive customer perception, companies must first get the basics right – effectively resolving the initial issue that prompted the contact. This requires a seamless blend of technology and human expertise:

Technology should enable easy, intuitive engagement that reduces the steps needed to resolve a problem. For example, our agents leverage a unified, cloud-based CRM platform to deliver hyper-personalized customer interactions across every channel.

In more complex situations, highly trained agents are essential. They bring deep expertise, empathy, and commitment to resolution - one of Conduent’s biggest strengths. A great example of this is how we facilitate the shipping of vital medicines, as I detailed in a recent post.

CX Agents as Brand Champions

Only when an issue is successfully resolved can customer interactions evolve from problem-solving to brand advocacy. Customers who have positive experiences are more likely to enroll in loyalty programs, increase their spending, and recommend the company to others.

Clients increasingly turn to Conduent’s CX team to drive key metrics like improve Net Promoter Score (NPS), revenue growth or customer loyalty. To support these goals, we’ve developed strategic initiatives, including:

Targeted agent training to equip teams with advocacy-driven engagement techniques
Deep data analysis to inform and enhance client interactions
Experience immersion programs that allow agents to create authentic “word-of-mouth” advocacy. In a recent example I shared, experience immersion translated into significant positives for our client’s revenue stream – illustrating the power of customer engagement beyond transactional interactions.

JP described transforming this CX journey best, “We don’t view CX as transactional. Whether through Conduent technology or agents, we embed humanity into the service and support we provide. When you shift the goal from simply resolving problems to shaping a customer journey, a complaint can turn into advocacy. That’s how we elevate customer experience, building lasting partnerships, and make a meaningful impact for both customers and clients.”

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Prompt Engineering Critical: GenAI Solutions Are Only as Smart as the Teams Building Them

Thu, 10 Apr 2025 17:05:00 GMT

by Mike McDaniel

Conduent AI experts, in their whitepaper “Unlocking Success with GenAI: A comprehensive guide,” defined GenAI’s purpose as to “augment human creativity and productivity, requiring human guidance and input.” This reminds us that people are essential to the GenAI process. The whitepaper does an excellent job of outlining the “human guidance” aspect of GenAI in a section about prompt engineering – an area where I believe Conduent excels.

So what is prompt engineering? In brief, prompt engineering is a fundamental technique that directs GenAI models by providing specific commands and questions. The authors note in the whitepaper that GenAI operates probabilistically, not deterministically, generating outputs based on likelihood of various outcomes rather than fixed paths. Thus, human guidance is essential in the training, continuous testing, and refinements to achieve the desired and accurate results.

The paper outlines four critical components to enhance prompt design:

Language and communications,
Creativity,
Critical thinking and
Subject matter expertise.

These distinct techniques mean teams will need diverse talent contributing to the development of the solution – both technical and domain expertise. Take a read to learn about some specific prompt engineering techniques that our Conduent teams have found beneficial in developing solutions.

As always, share your thoughts and experiences – the world of technology and GenAI moves fast, so we all benefit from engaging in the conversation.

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How Government Agencies and Their Customers Can Navigate Change

Mon, 31 Mar 2025 13:39:00 GMT

By Anna Sever
President, Government Solutions

With renewed federal focus on improving government program efficiency and effectiveness – from Medicaid to SNAP and unemployment insurance – state agencies responsible for delivering these benefits are awaiting what changes might occur and when. In the meantime, these agencies are proactively preparing for potential shifts, such as adjustments to funding levels or eligibility requirements.

As state agencies work to comply with evolving Medicaid requirements, they must also maintain effective communication with citizens in need – many of whom will have questions about how these changes will impact them. Additionally, agencies face the challenge of seeking operational efficiencies while meeting customer service expectations. To achieve these goals, it’s clear that their technology partners play a pivotal role.

Fortunately, a range of innovative technology solutions and service approaches can help agencies seamlessly implement changes to processes or policies, all while optimizing cost-effectiveness.

Eligibility and Enrollment

Ensuring benefits are delivered to the rightful recipients remains an agency’s top priority. As regulations change, agencies may require additional support to verify eligibility for millions of affected individuals. They may also need assistance with streamlining applications, renewals, and conducting data verification.

Fully digital, cloud-based solutions can modernize eligibility and enrollment systems. These enhancements can integrate with existing systems to avoid expensive, long-term overhauls while reducing operating costs through automation and digital self-service tools.

No Wrong Door Approach

Fragmented services can lead to confusion and disruptions to benefits availability. Agencies can prevent these issues by implementing a “no wrong door” approach, ensuring individuals are seamlessly connected to programs and services across agencies rather than navigating complex processes independently.

This strategy involves coordinating efforts, sharing data, and providing a user-friendly customer interface. Self-service options, such as online portals and mobile tools, create accessible entry points for recipients.

Another advantage of cross-agency coordination is the timely sharing of critical information. For example, if a beneficiary experiences fraud in one program, other related programs can be alerted to detect and prevent suspicious activity, creating a unified benefit management ecosystem.

Technology is the Key

Digital solutions showcase how technology can enhance service delivery, customer satisfaction, and operational efficiency. For instance, Conduent’s BenePath^® solution features a self-service enrollment portal that simplifies benefit access for recipients and agencies. In one state, this technology facilitated approximately 180,000 new accounts, 23,000 renewals or recertifications, and thousands of new applications –all within the first eight months of deployment.

Modern contact center solutions also provide flexibility in communication. Omni-channel contact centers allow agencies and beneficiaries to interact across various platforms – such as phone, chat, and email – helping agencies address citizen inquiries efficiently.

Fraud prevention technologies play a critical role as well. With billions of dollars in stolen benefits reported, tools that identify suspicious transactions, verify identities, and detect unusual call patterns can help secure payments. Chip-enabled payment cards and digital payment systems further reduce fraud risk.

Artificial Intelligence (AI) continues to emerge as a game-changing innovation. Conduent, in collaboration with its generative AI technology partners, integrates AI into its solutions to streamline processes. Examples include summarizing customer interaction histories for care agents and reviewing forms for missing information to prevent rejections.

Preparing for Change

With potential changes to processes, policies, and funding on the horizon, state agencies must remain agile and prepared to adapt quickly. Medicaid and SNAP technology vendors are working to ensure they can efficiently adjust to shifting eligibility requirements and support agencies in meeting these challenges head-on.

Conduent supports approximately 100 million U.S. residents across various government health programs, helping state and federal agencies deliver critical services while reducing costs, increasing program participation and improving compliance. For more than 42 years, Conduent has provided a range of government solutions, including Medicaid Enterprise Systems technology and services, as well as eligibility, critical payment disbursement and child support solutions. Visit Conduent Government Solutions to learn more.

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Berlin or Budapest? Real Time Language for CX Agents Can Break Down the Barriers

Wed, 26 Mar 2025 13:45:00 GMT

by Mike McDaniel

I had a chance to connect with Dejon Gaines, Conduent’s CIO for Customer Experience (CX) Management about a new, creative application of GenAI to deliver CX services. Real time translation is a Conduent project that has transitioned from pilot to reality.

Conduent is recognized for our outstanding agent services, largely thanks to industry-leading training and deep knowledge of our clients’ businesses. Many of our clients are global and need CX agents with a variety of language skills. In fact, Conduent utilizes agents that speak more than 20 languages.

As Dejon and his team were preparing GenAI-based real time translations, they identified three immediate benefits:

Maximizing the existing base of high caliber agent talent: With agents well versed in a client’s business, real time translation enables these well-trained agents to assist more of the client’s customers in more geographies.
Economical service expansion: As companies continue to expand their global footprint, they need to prioritize geographic regions. Not all markets have the same volume or need the same level of customer service. With a knowledgeable agent base and industry-leading training, companies can now provide cost-efficient, high caliber CX in secondary and tertiary markets.
New resource for preparedness: Companies face unexpected challenges. In those unplanned moments, sourcing agents with language proficiency can be extremely difficult. Now, with real time translations, we can provide clients with additional support seamlessly, thanks to this advanced GenAI solution.

As Dejon noted, “Real time translation is another exciting tool for our toolbox that can help clients today. But it also shows the continuing possibilities of GenAI to deliver better and better customer service and support for CX teams by implementing innovative digital solutions.”

Real time language is a Conduent CX capability that leverages GenAI to create language proficiency in a cost-effective model, helping clients deliver excellent customer experience.

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GenAI Prioritization Framework Puts the Right Projects in the Pipeline

Thu, 13 Mar 2025 13:45:00 GMT

by Mike McDaniel

Given all the discussions about AI, it might appear that any and all AI projects will be game changing. The reality is that AI solutions require resources, time and most importantly expertise in designing the solution. All companies have a limited supply of all those things, so it’s essential to have a framework to assess the value of the pipeline of projects.

Conduent experts published a whitepaper entitled “Unlocking Success with GenAI: A Comprehensive Guide,” which explores the considerations in developing and deploying AI successfully. In the paper, they discuss a “GenAI Prioritization Framework,” a unique assessment approach to ensure projects are high value, feasible and have strong business impact.

I think you’ll find the whitepaper informative and the framework section useful in shaping your thinking about AI projects. In short, the authors lay out the reason a framework is important:

Rather than guessing which AI projects would be most beneficial, a disciplined assessment pushes teams to think about the valuable and limited resources available and the best use of those resources.
Solving a problem is at the center of all AI projects. The framework drives teams to have clarity around the potential use cases and the scalability of each solution. AI projects that can be deployed for multiple use cases has longer term value.
In some cases, the learnings of an AI solution are more valuable than a specific outcome. Through a proper assessment, teams can determine which AI solutions enable learning that can be “lifted and shifted” to address other problems.

The whitepaper is rich with insights and learnings. I’ll be sharing some additional thoughts in the coming weeks, but I highly recommend you read the whole paper. After you have, let me know what you think. Did anything in particularly stand out to you?

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Strategic Client Partnerships – A Million-Dollar Idea

Tue, 11 Mar 2025 16:52:00 GMT

by Mike McDaniel

Building strong client partnerships are essential for achieving greater success, and my team is structured with that goal in mind. True partnership means investing in each other – not just financially – but by going above and beyond what’s required. It’s about delivering insights, analysis and recommendations that make a meaningful impact.

Client partnership also involves dedicating time to integrate Conduent and client teams through knowledge sharing and deep dives into the business. The best outcomes come from this level of collaboration.

Last month, I met a unique group of Conduent customer experience (CX) agents who are making a significant difference for a leading travel client. These agents are extraordinary because they are members of the Million-Dollar Club. How did they achieve this success? Though a powerful client partnership.

Conduent’s CX team provide a variety incredible services to support our clients, but first and foremost, our CX agents act as an extension of a company’s brand, striving to meet the needs of our client’s customers. Their work might involve answering simple questions like return policies or resolving complex challenges like delivery issues for critical medicine. Solving complex problems is what we do exceptionally well.

Increasingly, clients are asking our CX agents to help drive revenue. This can include working with customers to explore options for a new car or additional services from a phone or cable provider. Across industries, our CX agents ensure customers get the most out of their services or products.

That is where the Million-Dollar Club comes into play. Our travel client wanted CX agents to contribute to revenue generation. While many clients provide brochures, trainings, Q&A and other resources for agents to learn about their offerings, this travel client goes further – they deliver experiences, not just “travel.”

To ensure our agents truly understood the brand and its offerings, they participated in an immersive experience program, even joining one of the company’s trips. This hands-on exposure created authentic “word of mouth” advocacy and turned our agents into genuine brand ambassadors. The results speak for themselves: each Million-Dollar Club member generated over $1 million in annual sales. Today, there are 12 Million Dollar Club members.

Our travel client invested in our CX team, and in turn, our team delivers real-world insights and perspectives that directly support the client’s financial goals. That’s the power of strategic client partnerships in action!

Conduent CX agents and members of the Million-Dollar Club working in Guatemala were recently recognized for their 2024 accomplishments.

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