Customer Experience

At Fujitsu, we believe customer experience is about much more than technology, it's about developing the right culture to specify and manage IT services in the right way.

Over the last 25 years consumers have seen dramatic changes in how they shop for clothes, buy their groceries and do their banking. At one time, going down to the shops was the only way to shop – now customers can choose between many different channels 24 hours a day. But what impact does this have on their experience as customers, and their relationship with the companies they buy from?

Fujitsu believes that the experience both public and private sector organisations deliver to their customers is only going to increase in importance as consumers become more empowered through greater knowledge, choice and availability.We also believe that an increased focus on delivering customer value can lead to organisations making improvements in their efficiency and effectiveness too.

Our research with individuals and the organisations has helped us understand more about what citizens and consumers need and want in their interactions. Our work with clients has helped us understand the challenges that organisations face in both understanding those needs and wants and responding to them.

Click below for more information about how we are helping clients improve the experience they are delivering to their customers. You can also access our research papers, and read about our views and opinions on this subject.