Summary
Fujitsu is a global B2B technology and services company, and Europe is its largest region outside of Japan. To double down on customer centricity, Fujitsu Europe focused on four success factors: 1) blending CX expertise with business inputs and creating clear CX accountability across countries, 2) proving the value of CX to leaders and account teams, 3) using a standardized but customizable approach to scale CX across account teams in various countries, and 4) focusing on value by cocreating improvements with customers. This case study shows the path Fujitsu Europe is taking on its CX transformation to inspire CX leaders in other organizations.
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