Fossil’s global chatbot strategy introduced multilingual solutions in six languages, leading to a 300% increase in chat traffic and a 400% improvement in resolution rates—all delivered five months ahead of schedule.

Julie oversaw the creation, implementation, and management of the strategic global chatbot roadmap, ensuring alignment with Fossil’s business goals. Using data analytics, she drove decision-making, recommending optimal solutions in conversational flow, design, and API integrations to enhance the customer experience.

Collaboration was key to success. Julie worked closely with stakeholders, contact centre teams, messaging agents, and internal departments like developers, customer service, and finance, alongside trusted partners. This teamwork ensured that chatbots were tailored to meet the unique needs of both the business and its customers.

With a focus on continuous performance monitoring, Julie provided detailed reports and strategic recommendations for ongoing improvements, ensuring the chatbot solutions were customised to each market. As a result, exceptional support was delivered across regions including the United Kingdom, United States, Germany, Spain, Italy, Netherlands, and France.

Through this strategic, collaborative approach, Julie empowered Fossil to elevate customer engagement and satisfaction, providing exceptional value globally.