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.

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First name
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  • (+1)
Business phone
Job title
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  • Afghanistan
  • Albania
  • Algeria
  • American Samoa
  • Andorra
  • Angola
  • Anguilla
  • Antarctica
  • Antigua & Barbuda
  • Argentina
  • Armenia
  • Aruba
  • Ascension Island
  • Australia
  • Austria
  • Azerbaijan
  • Bahamas
  • Bahrain
  • Bangladesh
  • Barbados
  • Belarus
  • Belgium
  • Belize
  • Benin
  • Bermuda
  • Bhutan
  • Bolivia
  • Bosnia & Herzegovina
  • Botswana
  • Bouvet Island
  • Brazil
  • British Indian Ocean Territory
  • British Virgin Islands
  • Brunei
  • Bulgaria
  • Burkina Faso
  • Burundi
  • Cambodia
  • Cameroon
  • Canada
  • Cape Verde
  • Cayman Islands
  • Central African Republic
  • Chad
  • Chile
  • China
  • Christmas Island
  • Cocos (Keeling) Islands
  • Colombia
  • Comoros
  • Congo - Brazzaville
  • Congo - Kinshasa
  • Cook Islands
  • Costa Rica
  • Croatia
  • Curaçao
  • Cyprus
  • Czechia
  • Côte d’Ivoire
  • Denmark
  • Djibouti
  • Dominica
  • Dominican Republic
  • Ecuador
  • Egypt
  • El Salvador
  • Equatorial Guinea
  • Eritrea
  • Estonia
  • Eswatini
  • Ethiopia
  • Falkland Islands (Islas Malvinas)
  • Faroe Islands
  • Fiji
  • Finland
  • France
  • French Guiana
  • French Polynesia
  • French Southern Territories
  • Gabon
  • Gambia
  • Georgia
  • Germany
  • Ghana
  • Gibraltar
  • Greece
  • Greenland
  • Grenada
  • Guadeloupe
  • Guam
  • Guatemala
  • Guinea
  • Guinea-Bissau
  • Guyana
  • Haiti
  • Heard & McDonald Islands
  • Honduras
  • Hong Kong
  • Hungary
  • Iceland
  • India
  • Indonesia
  • Iraq
  • Ireland
  • Israel
  • Italy
  • Jamaica
  • Japan
  • Jordan
  • Kazakhstan
  • Kenya
  • Kiribati
  • Kuwait
  • Kyrgyzstan
  • Laos
  • Latvia
  • Lebanon
  • Lesotho
  • Liberia
  • Libya
  • Liechtenstein
  • Lithuania
  • Luxembourg
  • Macao
  • Madagascar
  • Malawi
  • Malaysia
  • Maldives
  • Mali
  • Malta
  • Marshall Islands
  • Martinique
  • Mauritania
  • Mauritius
  • Mayotte
  • Mexico
  • Micronesia
  • Moldova
  • Monaco
  • Mongolia
  • Montenegro
  • Montserrat
  • Morocco
  • Mozambique
  • Myanmar (Burma)
  • Namibia
  • Nauru
  • Nepal
  • Netherlands
  • New Caledonia
  • New Zealand
  • Nicaragua
  • Niger
  • Nigeria
  • Niue
  • Norfolk Island
  • North Macedonia
  • Northern Mariana Islands
  • Norway
  • Oman
  • Pakistan
  • Palau
  • Palestine
  • Panama
  • Papua New Guinea
  • Paraguay
  • Peru
  • Philippines
  • Pitcairn Islands
  • Poland
  • Portugal
  • Puerto Rico
  • Qatar
  • Romania
  • Russia
  • Rwanda
  • Réunion
  • Samoa
  • San Marino
  • Saudi Arabia
  • Senegal
  • Serbia
  • Seychelles
  • Sierra Leone
  • Singapore
  • Sint Maarten
  • Slovakia
  • Slovenia
  • Solomon Islands
  • Somalia
  • South Africa
  • South Georgia & South Sandwich Islands
  • South Korea
  • South Sudan
  • Spain
  • Sri Lanka
  • St. Barthélemy
  • St. Helena
  • St. Kitts & Nevis
  • St. Lucia
  • St. Martin
  • St. Pierre & Miquelon
  • St. Vincent & Grenadines
  • Suriname
  • Svalbard & Jan Mayen
  • Sweden
  • Switzerland
  • São Tomé & Príncipe
  • Taiwan
  • Tajikistan
  • Tanzania
  • Thailand
  • Timor-Leste
  • Togo
  • Tokelau
  • Tonga
  • Trinidad & Tobago
  • Tunisia
  • Turkmenistan
  • Turks & Caicos Islands
  • Tuvalu
  • Türkiye
  • U.S. Outlying Islands
  • U.S. Virgin Islands
  • Uganda
  • Ukraine
  • United Arab Emirates
  • United Kingdom
  • United States
  • Uruguay
  • Uzbekistan
  • Vanuatu
  • Vatican City
  • Venezuela
  • Vietnam
  • Wallis & Futuna
  • Western Sahara
  • Yemen
  • Zambia
  • Zimbabwe
  • Alabama
  • Alaska
  • American Samoa
  • Arizona
  • Arkansas
  • Armed Forces America
  • Armed Forces Europe
  • Armed Forces Pacific
  • California
  • Colorado
  • Connecticut
  • Delaware
  • District of Columbia
  • Florida
  • Georgia
  • Guam
  • Hawaii
  • Idaho
  • Illinois
  • Indiana
  • Iowa
  • Kansas
  • Kentucky
  • Louisiana
  • Maine
  • Maryland
  • Massachusetts
  • Michigan
  • Minnesota
  • Mississippi
  • Missouri
  • Montana
  • Nebraska
  • Nevada
  • New Hampshire
  • New Jersey
  • New Mexico
  • New York
  • North Carolina
  • North Dakota
  • Northern Mariana Islands
  • Ohio
  • Oklahoma
  • Oregon
  • Palau
  • Pennsylvania
  • Puerto Rico
  • Rhode Island
  • South Carolina
  • South Dakota
  • Tennessee
  • Texas
  • United States Minor Outlying Islands
  • US Virgin Islands
  • Utah
  • Vermont
  • Virginia
  • Washington
  • West Virginia
  • Wisconsin
  • Wyoming
  • Advertising & Marketing
  • Agriculture
  • Automotive
  • Consumer Packaged Goods
  • Education
  • Electrical & Electronics
  • Energy & Utilities
  • Financial Services
  • Food, Beverage & Restaurants
  • Gaming
  • Government
  • Healthcare & Life Sciences
  • Manufacturing
  • Media & Entertainment
  • Non-Profit
  • Professional & Business Services
  • Retail & Wholesale
  • Technology
  • Telecommunications
  • Tourism & Leisure
  • Logistics
  • Other
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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.

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

The Total Economic Impact of Customer Engagement Suite with Google AI
Google Cloud