460: CX Cast Replay – How Fujitsu Europe Scaled CX Transformation

This week on the CX Cast we dig into our archives to bring you an episode that's stood the test of time.

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:

Blending CX expertise with business inputs and creating clear CX accountability across countries

Proving the value of CX to leaders and account teams

Using a standardized but customizable approach to scale CX across account teams in various countries

Focusing on value by cocreating improvements with customers

Ben Phillips was the Head of Customer Experience Performance Centre when we recorded this episode. He joined us to share the path Fujitsu Europe took on its CX transformation.