Case Study

Case Study: How Fujitsu Europe Scaled Its CX Transformation

Learnings From The Path To Higher CX Maturity In An Account-Based B2B Company

July 26th, 2024
Maxie Schmidt, VP, Principal Analyst
Maxie Schmidt VP, Principal Analyst
With contributors:
Martin Gill , Georgia Caplice , Demi Starks

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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