Featuring:

Ben Phillips, Head of Customer Experience Performance Center, Fujitsu Europe 

Show Notes:

Ben Phillips, Head of Fujitsu Europe’s Customer Experience Performance Center, joins the CX Cast to share how Fujitsu Europe has scaled its CX program in a complex, account-based B2B organization. He gives insights on four key success factors Fujitsu built on to achieve higher CX maturity:  

  • Ensure business alignment and accountability.  
  • Make CX “real” for leaders and account teams.  
  • Use a standardized but customizable approach to embed CX with account teams.  
  • Focus on value by cocreating improvements with customers.   

See the Moments-That-Matter graphic that Ben describes here. 

Find more insights in our blog Fujitsu’s CX Transformation: A Blueprint For B2B Success 

Forrester clients can read all the details in our report Case Study: How Fujitsu Europe Scaled Its CX Transformation and for an overview of our research on B2B CX, see our report A Guide To Leveraging B2B CX For Competitive Advantage.