Case Studies
Enabling Holiday-Ready CX for a Heritage Apparel Retailer
To meet holiday demand, Fusion CX provided a heritage apparel retailer with rapid seasonal scaling. This strategic partnership ensured consistent service during peaks and successfully transitioned into a cost-effective steady-state model.
Scaling Seasonal CX for a Global Bridal Fashion Retailer
A leading U.S.-based online bridal fashion retailer partnered with Fusion CX to transform and scale its customer support operations during extreme seasonal demand spikes. As inquiry volumes surged during peak “Engagement Season,” the brand needed a centralized, agile CX model…
Sustaining CX Excellence in a Low Volume Environment with Lean Chat & Email Support
Fusion CX helped a national sporting goods retailer maintain high-quality chat and email support in a low-volume environment—optimizing staffing, enhancing agent engagement, and ensuring consistent, brand-aligned service without overresourcing.
Crafting Holiday-Ready Customer Care with a Lean, Surge-Capable Operating Model
Fusion CX helped a specialty home décor retailer build a lean, surge-ready customer care model—balancing year-round efficiency with holiday scalability, boosting agent engagement, and ensuring brand-aligned support through peak shopping seasons.
Elevating White-Glove Concierge for a Private Aviation Leader
Fusion CX partnered with a premier U.S. private aviation membership company to centralize non-voice concierge in Cebu—scaling coverage, protecting privacy, and surpassing KPIs with 61% lower cost and 98.87% quality.
Assisting a Pharmacy Leader Scale Prescription Fulfillment and Revenue
Fusion CX worked with a premier compounding and mail-order pharmacy to streamline refill workflows—empowering pharmacists, accelerating fulfillment, and driving double-digit revenue growth.
How Culturally Aligned CX Drove Medicare Member Engagement
Fusion CX helped a Medicare Advantage plan serving Asian American communities overcome language barriers and cultural disconnects—boosting trust, preventive care visits, and network growth.
Scaling Customer Support for a Fast-Growing MVNO
Discover how Fusion CX reduced resolution times by 83%, lifted CSAT scores by 24%, and scaled omnichannel support to meet surging subscriber demand for a fast-growing MVNO.
Unlocking Advanced Analytical Support for an MVNO
Discover how Fusion CX empowered an established MVNO with real-time analytics, reducing MTTR, improving fallout management, and boosting customer satisfaction through insight-driven operations.
Driving Operational Excellence for a New MVNO
Discover how Fusion CX helped a newly launched MVNO achieve an 85%+ port success rate, cut reactive service tickets by nearly 50%, and build a scalable operations foundation within just 30 days.
Surge-Ready CX for a Global Luxury Beauty Brand
Discover how Fusion CX helped a prestige beauty leader flex for launch surges with a right-shored, cross-trained team—scaling from a 30-FTE base, keeping abandonment under 5% during peaks, and executing a seamless hybrid transition with zero disruption.
Accelerating EEG Support for Higher Quality and Faster Revenue
Discover how Fusion CX enabled a leading U.S. EEG provider to stabilize patient support, achieving a 15% productivity lift and cutting errors by 58% in just 60 days.
