Reshaping Customer Journeys 

Imagine having a pair of X-ray glasses that give you a clear, detailed view of your customers' journeys. With this kind of insight, you can benchmark self-service adoption, see where there’s room to improve, and completely reshape the experience you deliver. It’s not just about being available across channels; it’s about creating an effortless and engaging experience. 

Take, for example, a global organisation with over one hundred million customers, operating in Europe, and Asia-Pacific, and now rapidly expanding into the U.S. Before the pandemic, they had no self-service capabilities. But with a carefully designed approach, Fusion GBS introduced a platform that took adoption from 0 to 40% in just three months, and within a year, it hit 80%. This wasn’t just a boost in numbers—it was a game-changer. Automation allowed them to support their rapidly growing customer base across different geographies, languages, and demographics. It also lightened the load on their service desk, so their team could focus on the personal, face-to-face support that really matters in complex situations. 

Beyond self-service, having a solid contact strategy is key. This means meeting customers where they are—on social media, email, or direct messages—and backing that up with a comprehensive service catalogue. By building out something with at least eighty key offerings, you give customers a go-to resource that’s clear, reliable, and easy to use. 

And then there’s automation. This doesn’t just help with speed and accuracy in fulfilling requests; it also gives your team the bandwidth to focus on strategic, high-value work. That combination of efficiency and focus improves customer satisfaction while driving growth—through upselling, cross-selling, and reduced churn. 

Today’s customers expect businesses to always be available and consistent. By leaning on data, refining your contact strategy, and embracing automation, you can make their journeys smoother and more satisfying. The future of customer experience is bright, and it’s ready for you to lead the way.