Fusion CX

Fusion CX Fusion CX - Global Business Process Management & CX Management Company

At Fusion CX, we revolutionize customer experience by blending the best of innovative technology and human connection. Our approach integrates advanced digital solutions with empathetic, personalized customer interactions to create immaculate and exceptional experience across all touchpoints. Our AI-driven tools and analytics empower our team to understand and anticipate customer needs, while our

dedicated professionals ensure every interaction is meaningful and memorable. By merging the precision of technology with the warmth of human touch, Fusion CX delivers unparalleled service excellence, driving customer loyalty and satisfaction in every industry we serve. Our solutions span across various sectors, including BFSI, Healthcare & Life Sciences, High Tech Growth, Retail, Utility and Telecom, tailored to address unique industry challenges and opportunities. We prioritize continuous innovation, constantly evolving our technology stack to include the latest advancements in Generative AI, Machine learning, and Automation, ensuring our clients stay ahead in a competitive landscape. Fusion CX is committed to fostering long-term relationships with their clients, helping them achieve their business goals through superior customer experience. Our global presence, with operations in 14 countries and a solid global workforce of 14000 professionals from diversified educational and ethnic background, allows us to provide localized support and insights, ensuring our solutions are both globally informed and regionally relevant. Join us in transforming the future of customer engagement with the combined power of human empathy and technological innovation.

Fusion CX has successfully renewed its ISO 27001:2022 certification, reaffirming our commitment to the highest standards...
06/01/2026

Fusion CX has successfully renewed its ISO 27001:2022 certification, reaffirming our commitment to the highest standards of information security, risk management, Data Privacy, and Data Protection.

Certified by BSI, one of the world's most respected certification bodies, this recertification validates the strength of our Information Security Management System (ISMS), the effectiveness of our governance framework, and our continued focus on safeguarding client and organizational data.

Maintaining ISO 27001:2022 certification requires ongoing vigilance, continuous improvement, and a culture of security that extends across every aspect of the business. This achievement reflects the dedication of our teams in ensuring that security remains embedded in our operations, processes, and client engagements.

Representing Fusion CX at the certification ceremony were Arup Sanyal (CTO & CISO), Raja Chatterjee (Chief Privacy Officer & Head of Information Security), Partha Chowdhury (SVP & Country Head – India & EMEA), along with Bikas Pal and Goutam Roy from the Information Security team.

At Fusion CX, security is more than a compliance requirement; it is fundamental to how we build trust, protect data, and deliver exceptional customer experiences for our clients worldwide.

Shaniel Johnson | The Energy Behind The Operations FloorClient escalations popping up at the same time? Staffing challen...
05/28/2026

Shaniel Johnson | The Energy Behind The Operations Floor

Client escalations popping up at the same time? Staffing challenges? Operational pressure? Shaniel walks straight into the chaos with calm energy and a game plan already forming in her head. For more than 6 years at Fusion CX Jamaica, she has been helping drive BFSI operations by keeping teams aligned, communication sharp, and client expectations moving in the right direction even on the most intense days. Fast paced environments don’t throw her off. They bring out her best leadership mode.

Outside the spreadsheets and stakeholder calls, Shaniel enjoys motivational content, calm music, family time, and moments with her son who instantly lifts her mood no matter how intense the day gets. Her comfort meal after long shifts? Burger King number one combo with absolutely no pickles or onions because some preferences are serious business. Add coffee and Whitney Houston to the mix, and the reset is complete.

Her journey is proof that leadership is not about being the loudest voice in the room. It’s about being the energy people trust when things get difficult.

Read her story: https://careers.fusioncx.com/shaniel-johnson-jamaica-bfsi-associate-director/

05/27/2026

Treat Days Hit Different at Fusion CX 🎉

🍕 More favorites
😄 More laughter
✨ More moments worth enjoying

At Fusion CX we’re building a workplace where people can grow, enjoy themselves, and feel valued every single day.

🚨 NOW HIRING in Orange Walk 🚨
✔ Sales Agents
✔ Customer Service Agents

📍 Walk in today or call/WhatsApp:
📞 614-9077 / 605-2159

Xhoana Hasko | The Steady Force Behind Tier 2 SupportBefore most people finish their first coffee, Xhoana is already rev...
05/25/2026

Xhoana Hasko | The Steady Force Behind Tier 2 Support
Before most people finish their first coffee, Xhoana is already reviewing overnight backlogs, checking aged tickets, and preparing for the next wave of escalations at Fusion CX Albania. As a Tier 2 Specialist, she works in the middle of queue pressure, live routing adjustments, and complex customer issues that need fast thinking and calm decisions. The goal is simple: keep the operation moving and never let the backlog win.

After spending the day solving escalations and managing queue pressure, Xhoana prefers a slower pace off the floor. Old school Latin playlists, movie nights, coffee breaks, and short walks help her reset before another busy shift begins. Her favorite post-work combo? Burger and fries after a long shift because sometimes simple comfort wins every time.

Her story proves that strong operations are built by people who know how to stay focused, positive, and human even on the busiest days.

Read her story: https://careers.fusioncx.com/xhoana-hasko-tier-one-specialist-albania/

Loyalty isn’t fading. It’s being tested every day.​Consumers are no longer tied to brands. They move when CX feels slow,...
05/22/2026

Loyalty isn’t fading. It’s being tested every day.​
Consumers are no longer tied to brands. They move when CX feels slow, unclear, or inconsistent. From delivery to support, every gap pushes them closer to competitors.​ Retention today isn’t emotional. It’s operational.​
Where is your CX breaking first?​
Fix CX Before They Switch​: https://bit.ly/4nJED5C

The Philippines office brought summer indoors with tropical flowers, vibrant colors, and feel-good energy everywhere 🌞🌺F...
05/22/2026

The Philippines office brought summer indoors with tropical flowers, vibrant colors, and feel-good energy everywhere 🌞🌺

From bright blooms to brighter smiles, the engagement activity turned an ordinary workday into something refreshing, fun, and full of tropical vibes.

Because great workplaces should feel alive, colorful, and worth showing up for ❤️

Rae Angelie De Guzman | Support First, Success FollowsSome people manage teams - Rae builds confidence first. In nearly ...
05/21/2026

Rae Angelie De Guzman | Support First, Success Follows

Some people manage teams - Rae builds confidence first. In nearly four years in Legazpi, Philippines, she has grown her team from just 2 agents to 27 by keeping coaching real, calm, and human. She believes pressure doesn’t build people, support does. And honestly, her team’s growth speaks for itself. Watching agents level up into higher roles remains her favorite part of the job.

Outside of work, Rae enjoys spending time with family, attending worship on Sundays, listening to OPM playlists, and diving into Netflix marathons that somehow turn into sunrise activities. Her go-to comfort combo after a stressful day? McDonald’s chicken fillet, fries, and Coke because some traditions are simply non-negotiable. Add coffee to the mix, and suddenly life feels a lot less dramatic.

Her story is proof that leadership feels different when people know you genuinely want them to win.

Read her story: https://careers.fusioncx.com/rae-angelie-de-guzman-team-leader-operations-legazpi-philippines/

New Goldman Sachs research reframes the AI vs human debate, and the call center result is the one to pay attention to.➡️...
05/21/2026

New Goldman Sachs research reframes the AI vs human debate, and the call center result is the one to pay attention to.
➡️ AI coding agent: $13.39 vs Human: $300 - Easy call.
➡️ AI call center agent: $92.90 vs Human: $90 - Not so easy.

Voice carries cost. Context carries weight. Empathy doesn't run on tokens.

At Fusion CX, our AI-First CX approach is built around this exact insight. AI handles scale, repetition, and speed. Skilled human operators handle nuance, escalation, empathy, and trust. Together, they deliver lower cost and higher CSAT, not one at the expense of the other.

The future of CX isn't replacement. It's human expertise, sharpened by AI.

That's the model we've built - and run globally, at scale.

05/20/2026

Almost halfway through the year, and its impact is clear.

Back in February, our leaders landed in Iceland. 13 countries in one room. Different accents, different time zones, different ways of seeing things, and somehow, by the end of it, the same page.

That doesn't happen by accident.

There were long dinners. Honest conversations. A few moments under the Northern Lights that nobody really planned for, but nobody will forget either. And in between all of that, a year took shape. Decisions got made. Direction got set. People who had only ever been a name on a screen became something more.

We are almost halfway mark now, and the energy from that week still shapes our teamwork, decision-making, and the way we support each other every day.

This is a tribute to the faces in these picture and the leaders who brought our vision to life, the clients who trust us, and the work that unites us all.

Most IT help desks are still built for yesterday’s demand.​AI co-pilots, zero trust security, and hybrid work models hav...
05/20/2026

Most IT help desks are still built for yesterday’s demand.​
AI co-pilots, zero trust security, and hybrid work models have changed how support operates, but many outsourcing programs still focus only on cost.​
In 2026, the shift is toward capability, scalability, and intelligence. The blog breaks down the trends, benefits, and pitfalls to watch.​
Learn how to modernize support​: https://www.fusioncx.com/blog/tech-support/it-help-desk-outsourcing-2026/

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