Overview
Join Dilhara Kaluarachchi, Vice President of Customer Care at Public Storage, as she shares how consolidating multiple vendors into a single NiCE CXone platform let the company transform its entire customer experience stack without pausing day-to-day operations.
Learn how Public Storage, serving about 2 million customers across 4,000 locations in 40 states, approached its platform transformation in phases, first a lift-and-shift onto one vendor, then layering in AI-driven capabilities like knowledge base tools and order summaries across 100 percent of interactions, all while prioritizing speed and choosing NiCE as a long-term business partner rather than simply a technology vendor.
In this session, you’ll hear:
- Why Public Storage chose a partner to grow with, not just a platform to implement
- How a phased approach, lift-and-shift first, then layering in AI, let transformation happen without disrupting core operations
- Why real-time insights became essential to building a company-wide hub of knowledge about customer friction points
- How putting the right platform foundation in place let the business scale efficiently as customer needs kept evolving
- Why bringing empathy and curiosity to both happy and difficult customer moments remains central to the brand’s approach to service
Whether you’re consolidating a fragmented vendor stack or trying to modernize without disrupting the business you’re running today, this testimonial shows what it looks like to move fast and transform in place.