Fujitsu has won Gold for its Customer Experience (CX) transformation at the European Customer Experience Awards 2022 by demonstrating rapid and dramatic CX improvements across the region. The event was judged by independent CX professionals in a remote, live event showdown.
The Fujitsu CX Performance Centre (CXPC) team struck Gold in the CX Team of the Year category and silver in the Best B2B Strategy category. Focusing on CX transformation in Europe, the winning team was formed less than two years ago. It highlighted its engagement via 11 CX coaches with more than 30 key account teams across 8 European countries. These coaches drive fundamental improvements in the experiences Fujitsu’s customers are receiving. Fujitsu’s ambition is to embed the programme in all its customer account teams across the European region over the coming months.
The Fujitsu CX Coaching programme embeds coaches into Fujitsu colleague teams across Europe to deliver better customer experiences every day of their working lives. Since the CXPC started work in late 2020, Fujitsu has achieved measurable improvements in customer feedback results and industry surveys that show improved scores and ranking among peers. Fujitsu’s Net Promoter Score (NPS) as an ICT company has already moved forward by 31 points and as a digital transformation company by 25 points, which is also indicating Fujitsu is achieving convergence in perception across the two attributes.
Paul Patterson, CEO Europe Region at Fujitsu said, “Fujitsu is on a mission to deliver industry-leading customer experiences and to be recognised by our customers as a reliable, high-performing digital transformation partner. To win Gold in these awards less than two years into our programme recognises our commitment to internal cultural transformation. It underlines that our CX programme is class-leading and undoubtedly impacts the experiences we deliver for our customers. Fujitsu believes that transformative CX Coaching drives tangible experience improvements, leading to better customer loyalty, business profitability and sustainability.”
Fujitsu’s CX award success relates to improvements in the services it provides for its customers. In the UK, Fujitsu also offers CX Consulting services directly to customers. Costs are modeled based on unique and specific customer requirements.
