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Data-driven customer experience

Only 39 percent of organizations successfully turn data-driven insights into sustained competitive advantage.

The formula for success is simple: Enterprise data + customer data = contextual data which leads to strengthened relationships, brand loyalty, and increased acquisition.

What does it mean to be a customer-first brand to your consumers? It means making everything feel personal, from the products customers buy to the services they use – and from the way products are designed to how employees speak to customers. Customer-first makes the painful feel painless, the complex seem simple, and every moment feel intuitively right. When customers feel valued, the brand feels valuable to them.  
 
Knowing what your customers want is a first step to successfully becoming a customer-first brand – and the answer is in the data. Firms are leaning in heavily to maximize these important insights and, while it has never been particularly easy to predict what customers will think and want at any given moment, taking steps to truly understand who they are and their wants, needs and desires is paramount in this immediate satisfaction culture. 

Data-driven CX

Build trust, transparency, and long-term relationships.

    A new era of customer experience with Generative AI

    Empower the next level of CX engagement

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    Transform your organization

    In today’s rapidly evolving landscape, data and AI have become paramount in the effort to anticipate

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      Data-driven customer experience empowers you to take full advantage of interconnected data while building trust, transparency, and long-term relationships.

      Naresh Khanduri

        FILA transforms into an experience-driven retailer

        FILA transforms into an experience-driven retailer

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

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        GE Healthcare optimizes medical equipment installation with Salesforce CRM

        GE Healthcare optimizes medical equipment installation logistics with Salesforce CRM

        GE Healthcare works with Capgemini to introduce the SFDC Lightning Salescloud and improve the logistics of its medical equipment installation

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        Data driven decision-making helps the UK department for education to define future savings

        The Schools Commercial team works with Capgemini to better communicate the value of its pilot program of savings initiatives for schools

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        SingEx transforms its customer and sales management process

        SingEx implements salesforce sales cloud to move closer to full digitalization

        Through its partnership with Capgemini, SingEx transforms its customer and sales management processes to stay ahead of the curve

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          Data Driven CX unlocks the power of Data & AI to make data driven decisions for businesses to fuel the Next-Gen Customer Experiences through Responsible Personalization across Customer touchpoints.

          Padmashree Shagrithaya

          What we do

          We optimize customer acquisition, improve customer retention and CLV, and enhance the efficiency and effectiveness of digital advertising programs.

          Data-driven marketing brings together customer data across your ecosystem to build unified customer profiles and activate personalized and respectful marketing based on customer behaviour, preferences and patterns while carefully complying with all data privacy laws and other regulatory requirements and in a manner that doesn’t feel invasive, unsettling, or untrustworthy to the customer, hence making it Respectful Personalization.

          We help you boost revenues and maximize conversions by using data to create an engaging personalized customer experience.

          We leverage historical data to forecast sales based on previous sales, market trends and other key factors.

          We help optimize your leads and revenues, while fulfilling customer needs by using dynamic pricing of products and services in line with different data trends like demand, seasonality, propensity to buy, storage capacity to name a few.

          We help combine customer data and service agents’ data to match customer behaviours along with competencies to direct the interactions hence making customers happy and loyal.

          Happier customers spend more. Combining customer data with service agent data helps provide a seamless experience to customers which augment rate of retention and boosts service agents’ job satisfaction.

          We help detect unsatisfied customers and help increase loyalty through antichurn scoring, intervention by service agents and more.

          Based on a customer’s web activity, we automatically tailor search and category pages which helps increase revenue and ARPU (average revenue per user).

          We use customer data and purchasing history to recommend the right product to customers thus increasing revenue and ARPU.

          Leveraging data, organizations can calculate CLTV through average order value, purchase frequency, return behaviour, past purchases, loyalty, etc. This can help brands target their efforts on the right customers.

          With the help of our CX experts and Data Engineers, we have built activation components, Data and AI models that we bring to your existing landscape and accelerate your journey to improved ROI across channels. To see all this in action and get deep into the working model, get in touch with us to know more about the components of our DDCX offer.

          Data-driven customer experience – meeting the needs of an experience economy

          Read more about how we help create conversations, build trusted relationships, and enable brands to provide personalized offers and recommendations, in turn delivering value to the brand and the end customer.

          Download our brochure

            Collaborative data ecosystems

            Another internet moment for banks?

            Capgemini Invent
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            New business models

            Is it possible to operate a business that meets the needs of people and planet while also making a profit?

            Capgemini Invent
            Learn more

            Inventive brand experience

            Reimagining your brand to become better connected, more empathetic and more relevant.

            Capgemini Invent
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            Inventive shopping

            Focusing on the crucial question, what kind of retailer do your customers need you to be?

            Capgemini Invent
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            Inventive banking

            Defining your role to thrive in the highly disruptive environment of next generation digital banking.

            Capgemini Invent
            Learn more

              Research and insights

              Point of view

              Imagining a new era of customer experience with generative AI
              Report

              Smart money: How to drive AI at scale to transform the financial services customer experience
              Point of view

              Connected customer platforms: End-to-end customer experience transformation to deliver value at speed for businesses and customers
              Report

              The age of insight: Why aren’t more consumer products and retail organizations tapping into the data goldmine?

              capgemini-research-institute

              Expert perspectives

              Data and AI

              Data-driven CX is not what you think it is

              Naresh Khanduri
              Oct 6, 2022
              Data and AI

              Serendipity systems: Architecting personalization systems at scale

              Capgemini
              Nov 4, 2022

              Meet our experts

              Naresh Khanduri

              Global Generative AI for CX Lead, Capgemini
              Naresh with over 6 years at Capgemini, currently serves Executive Vice President – Global Head Generative AI for CX. He drives the design and execution of key strategies that differentiate Capgemini in the marketplace. His expertise in Data and Generative AI enhances customer experience across Marketing, Sales, Service, and Commerce, shaping the future of CX through innovative AI applications.

              Fernand Khousakoun

              VP – Commerce CoE Leader Europe, CJM Global Lead
              Fernand has 24 years of experience working with customers to improve the Customer experience.
              Darshan Shankavaram

              Darshan Shankavaram

              Executive Vice President, Digital Customer Experience Global Practice Leader
              Darshan is globally accountable for directing and building the Capgemini Group’s capabilities, delivery, service and portfolio for its 25,000 strong Digital Customer Experience (DCX) Practice. He has over 30 years of industry experience, including 15 years in Digital and Mobile. With his vast knowledge of business consulting, domain, and technical implementations, he has successfully led many large CX transformation programs.

              Padmashree Shagrithaya

              Head of AI, Analytics and Data Science
              “Managing multiple machine learning models, built by varied teams is a huge challenge. MLOps is a powerful approach to bring all the pieces together and reap larger organization-wide value from AI at scale projects.”

              Pranav Kumar

              Senior Director, Customer First and Gen AI for CX – Global Portfolio Leader
              Pranav is the Senior Director, Customer First and Gen AI for CX – Global Portfolio Leader at Capgemini. Pranav has experience working at crossroads of Consulting, Products & Services and is focused on helping Customers drive “Compelling Data Driven Customer Experiences” crafting the right blend of Digital, Data & AI.

                Partners