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The Total Economic Impact™ of Google Cloud Customer Engagement Suite With Google AI

Discover how a composite organization achieved tangible value with Google AI in Google Cloud Customer Engagement Suite. Read the study from Forrester Consulting, commissioned by Google Cloud.

Customer experience (CX) is crucial to firms’ ability to win, serve, and retain customers. Advances in automation, conversational and generative AI, and agent-assist tools provide new opportunities to deliver better customer experiences while also improving employee productivity and agent experiences — leading to better business outcomes.

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This study shows how a Google Cloud composite customer leveraged Google Cloud Customer Engagement Suite with Google AI to achieve tangible business results, such as:

  • Three-year 207% return on investment (ROI)
  • $38.0 million Net Present Value (NPV)
  • Under six-month payback period
  • $8.7 million in savings from improved interaction efficiency through automated task completion

Get the report