Fujitsu wins Gold for CX Transformation at the European Customer Experience Awards 2022

London, 21 July 2022

News facts

• Fujitsu’s Customer Experience transformation model acknowledged as the gold standard by an independent panel of judges at the 2022 European CX Awards, winning Gold in the CX Team of the Year category and Silver in the Best B2B Strategy category
• The Fujitsu CX Performance Centre (CXPC) has engaged 11 CX coaches with more than 30 key account teams across 8 European countries
• Less than two years into its programme, Fujitsu’s CX Coaching model and methods have had a dramatic, positive impact on Net Promoter Scores and impacted over $20 million in customer wins and renewals

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 industry-recognised 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 – drawn from a diverse team – 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 ¹ 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. Also this calendar year, independent IT Outsourcing reports conducted by research agency Whitelane indicate that Fujitsu has taken leaps forward in overall customer satisfaction scores across Europe and particularly in the UK. Over the same period, Fujitsu has gained over $20 million in sales revenue due to the positive impact of transformational activities such as CX Coaching.

Programme has executive sponsorship at the highest level

Demonstrating its commitment to CX transformation, the CXPC is sponsored by Fujitsu’s most senior executive in Europe, Paul Patterson, CEO Europe Region at Fujitsu. The performance of every global region is also reviewed personally in Tokyo by Fujitsu CEO and Chief Digital Transformation Officer Takahito Tokita.

Paul Patterson comments: “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.

NOTES TO EDITORS:

[1] Fujitsu measures CX via the Qualtrics Voice of the Customer survey and Whitelane IT Outsourcing benchmarks.

Media contacts

• Greta Galavan
  Phone: + 44 (0)20 7861 2800
  E-mail: teamfujitsu@harvard.co.uk
  Company: Harvard
• Graham Goulden
  Phone: + 44 (0)208 052 4803
  E-mail: graham.goulden@uk.fujitsu.com
  Company: Fujitsu