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Immersive experiences

Customer and employee expectations are changing. Ordinary digital engagement is not enough. Immersive experiences can help you create connections with your customers and employees that result in loyalty, and help you outperform your competitors.

More brands are leveraging technology to create natural and intuitive experiences at various touchpoints – and the result is engagements that are not only personalized but also go above and beyond in terms of convenience and sensory appeal.  
 
84% of customers say that the experience provided by a company is as important as its products and/or services. So, when brands creatively design experiences that use a combination of modalities (think flat UI, natural interfaces, and XR), they can create multi-sensory customer experiences that evoke a sense of wonder, freedom, and joy among customers and employees that lead to emotional connections.

As long as people, technology and current events keep changing, customer demands will drive expectations higher and higher. Immersive customer experience will need to adapt and evolve. We strategize, design, build and execute immersive experiences that are contextually relevant, multi-sensory, and emotionally engaging.

We can help you deliver richer quality immersive experiences.

Immersive experiences

A new era of customer behavior is presenting itself.

“Immersive technologies have the potential to radically transform how customers and employees interact with brands, products, and systems. Recent technological advances are pushing the user experience to new heights as multi-sensory interactions are increasingly designed – and require us to effectivity engage, stimulate, and retain our attention, to prompt an emotional connection, and drive loyalty and advocacy.”

Charlton Monsanto, Immersive Experiences Offer Leader

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    By partnering with Capgemini, the Municipality of Oslo develops proof of concept chatbot and RPA to respond to citizen and employee requests

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    Leveraging new digital strategies helps the brand re-energize the customer journey with a seamless, API-led architecture

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    Aggreko puts customers first with new, fully integrated field service solution

    Capgemini helps to deliver business efficiencies, improved productivity and customer service with Field Service Lightning from Salesforce

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      What we do

      People buy with their eyes. Despite the significant increase in online shopping, consumers still like to see what their purchases look like — on themselves, in their home, in their car. Research reveals that consumers are 11x more likely to buy furniture if they can see it in their home setting using augmented reality. 

      Being immersed in the buying experience, to have power and choice in how something tastes, feels, or is configured/customized/tailored is a game-changer. 
       
      While data is an integral part of what we do, we also bring together creative design and the enabling technologies needed to provide multi-sensory experiences. These extend from flat UI experiences derived from interaction with a website or native apps via smart devices, through natural interfaces, such as touch and body movement, gestures, speech/conversational commands, etc., to the extended reality of AR, MR and VR. 
       
      Our solutions are transforming the way people feel about their shopping experience and how enterprises derive revenue. 

      Why do immersive field services experiences matter? The borders between physical and digital ways of working are blurring. Manufacturing and field service workers increasingly expect seamless, hyper customized experiences enabled by digital data and immersive technology. 

      Manufacturers are increasingly using new and emerging technologies to enable their workforce to optimize product development, engineering, and manufacturing processes, and to re-shape product and field or customer service portfolios. Smart devices, 3D prototyping, and extended reality technology solutions are changing employee expectations. 
       
      Capgemini Immersive Experiences for Field Service addresses the challenge of digital continuity across the produce lifecycle, from design to operations. We achieve this by bringing together creative design and the enabling technologies needed to provide immersive experiences. These range from natural interfaces, such as touch and body movement, gestures, speech/conversational commands, etc., to the extended reality of AR, MR and VR, along with IoT sensors, connectivity/5G and artificial intelligence (AI).

      Designed to deliver optimum business value, our solutions ensure a tangible ROI, while maximizing user-acceptance in the field.

      Just as delivering positive emotional outcomes drives loyalty with customers, it can also increase retention and engagement among employees. Work/life balance, empowerment, and confidence are all pleasures that an employee wants. And pain avoidance comes in the guise of faster learning, better retention, and better focus.

      The notion of employee experience can still be anything from an afterthought to not really considered at all. Yet, it is a rich source of potential for many businesses, and even more so when considered in conjunction with customer experience. Delivering emotion is absolutely key and immersive employee experiences are something companies should build in the future.
       
       We can help you improve the employee experience with more efficient operations, lead time reduction, heightened quality, enhanced traceability, reduced risks and training time, and improved customer service all leading to increased employee recruiting and retention. 

      The metaverse is the future of experience – promising to provide brands with a new, intriguing collective virtual space where they can deliver deeper immersive branded experiences to customers and employees.

      Like virtual reality before it, the metaverse is quickly graduating from invasive early wearable prototypes to a viable customer-experience channel – home to gaming, shopping, workspaces, social spaces, virtual neighborhoods, live concerts, and many other ways to engage, connect, and interact.
       
      Before investing budget and diving into the digital version of a physical world, it’s important to take a step back to explore and visualize the type of experiences the organization should deliver that will connect more deeply with the customer and employee and bring value to the brand. Let Capgemini help you.

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          Research and insights

          Capgemini Research Institute

          Conversations for Tomorrow #3: Intelligent industry
          Report

          COVID-19 and the age of the contactless customer experience: Winning consumer trust in a no-touch world
          Point of view

          The future of experiences is immersive
          Capgemini Research Institute

          Smart Money: How to drive AI at scale to transform the financial services customer experience

          Meet our experts

          Alex Smith-Bingham

          Executive Vice President, Group Offer Lead for Customer Experience; Digital Customer Experience Lead for UK
          “Customer Experience covers all the support and help our clients need between them and their customers. This will range from changing their purpose, their propositions, new capabilities in sales/service/marketing and commerce, immersive experiences, new operating models, and new ways of working and ecosystems. We harness our global capability in strategic innovation (frog), business consulting, DCX solutions, Insight & Data and run operations in technology and business services.”

          Darshan Shankavaram

          Executive Vice President, Digital CustomerExperience Global Practice Leader
          “I have close to 30 years of domain experience, with more than ten years within Digital and Mobile. I have led product concept-to-sell, business development, pre-sales, solutioning and technical implementation of CX transformation programs.”

          Jason Crellin

          Global CTO for Customer Experience; Principal Architect at Capgemini 
          “An outcomes focused CTO and Architect with 25 years’ experience. I spend most of my time working with our clients and colleagues on how to define, build, sustain or grow their technology footprint & capability to meet their key goals and aspirations. That includes anything and everything from strategy definition through to delivery, from board-level coaching to engineering and integration deep dives. My work usually involves solutioning across multiple CX and engagement domains – Marketing, Social, Commerce, Sales, Service and our broader Immersive Experiences and Data Driven CX portfolio.”

          Charlton Monsanto

          Immersive Experiences Global Offer Leader
          Charlton is a business leader with expertise in consulting, technology strategy and management, user experience strategy, business development, marketing, and sales. He works with clients globally to deliver exceptional client solutions and drive revenue growth – implementing traditional and new technologies. His passion is listening to clients, imagining and innovating a variety of solutions, and partnering to meet their unique challenges. His superpower is combining trends, empathy and design with technology best-practices to solve for the ever-evolving new normal in customer and employee engagement strategies.

          Amol Jadhav

          Global Head of Experience Design and Engineering at Capgemini Financial Services
          I am an engineer and passionate technology & business leader with over two decades of experience shaping the Digital Strategy and transformation for banking, insurance and the e-commerce industry. I specialize in defining, developing, owning & implementing strategic vision, frameworks and solutions delivery. I have also led engineering teams responsible for reimagining CX for both internal and external customer facing Digital channels, and Innovation streams to identify and deliver solutions that accelerate growth, reduce costs, and improve customer and employee experience for our clients.

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