fossil group: global customer service ai agent
case studies highlights
Fossil Group is a global consumer lifestyle brand operating across retail, wholesale, and e-commerce channels. This project focused on scaling AI-driven automation to transform high-volume customer communication workflows.
the challenge
Fossil Group needed to manage high volumes of customer communications across global channels while maintaining speed and consistency. The challenge was to reduce manual handling time without compromising customer experience or service quality.
the solution
The solution implemented an AI-driven automation layer to streamline high-volume customer communications and reduce reliance on phone-based support. UX and workflow positioning were redesigned to encourage digital-first interactions, enabling scalable email handling and reduced manual contact across teams.
the result
Digital engagement growth
Chat engagement increased by 300%, significantly expanding customer interaction and digital adoption across markets.
Automation performance
Automated resolution rates grew by 400%, improving operational efficiency and eliminating failed chat interactions.
System stability
Delivered a zero-failure chat experience through platform stabilisation and optimisation of interaction flows.
Accelerated delivery
The programme was delivered five months ahead of schedule, accelerating time-to-value through structured execution and prioritisation.
Cross-functional alignment
Built collaboration across contact centre, development, customer service, finance, and external partners to support scalable AI deployment.
Leadership recognition
Promoted to Project Lead within four months and entrusted with a £200,000 enhancement budget.
"Julie is, without doubt, one of the most impressive people I've ever worked with. She hit the ground running, engaging stakeholders, building relationships, and bringing structure, energy, and focus to a brand-new initiative. She made a huge impact in a short amount of time, and I’d work with her again in a heartbeat.Julie leads without ego, collaborates with genuine warmth, and consistently brings out the best in everyone around her.
Sarah Woodward, Head of Customer Care EMEA Global Consumer Lifestyle Brand