Case Study: Fuji Xerox achieves customer centricity and real-time actionable insights across APAC with Qualtrics

Fuji Xerox Helps Employees Focus on Customers

Fuji Xerox, a B2B technology enterprise operating across APAC, faced the challenge of becoming truly customer-centric at every level of a large, multinational organization. The company needed to move beyond reactive complaint handling and deliver real-time, actionable customer insights to employees across 15 countries, touchpoints and languages so teams from engineers to account managers could better serve customers.

By adopting the Qualtrics Experience Management platform, Fuji Xerox gained total control of survey creation and distribution, collecting multilingual feedback across web, email and support centers and analyzing open-text and neutral sentiment alongside operational data. The result was daily visibility for frontline employees into how their work affects customers, increased efficiency in customer support, and a strengthened, organization-wide culture of customer centricity.

Fuji Xerox

Christiane Joussemet

Senior Manager, Customer Excellence