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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 design isn’t just about creating experiences; it’s about crafting powerful narratives that captivate audiences, forge emotional connections, and transform businesses into memorable journeys where every interaction becomes a chain of connective experiences; combining to create an unforgettable chapter in the story of customer success.”

Amish Desai, Global Head Immersive and Experience Design

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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. 

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      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.

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      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. 

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      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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          Immersive commerce experience

          Ordinary is not enough

          Research and insights

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          Effective investment in generative AI for marketing
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          How immersive commerce is making the shopping experience extraordinary
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          What matters to today’s consumer: 2024 consumer behavior tracker for the consumer product and retail industries
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          E-commerce 2.0: Outcome-based personalized shopping with generative AI
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          Transform workspace experiences with immersive technologies

          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 Customer Experience 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

          Principal Architect | Global CTO Customer Experience | 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.”

          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.”

          Kapil Joshi

          Experience Design Consultant and Practice Lead
          “I lead Experience Design (UX) Practice for Capgemini Financial Services SBU and have 20 years experience in Design Strategy & Consulting for Mobile and Enterprise Banking & Insurance applications. I manage & deliver Design Engagements with expertise in User Experience Strategy, User Research, Contextual Inquiry, Conceptualization, Persona Building, Storyboarding, Customer Journey, Information Architecture and Rapid Interactive Prototyping through Capgemini’s Design Methodology –  Rapid Design & Visualization (RDV). I have worked across the globe at different customer locations in North America, United Kingdom & APAC and helped banking & insurance customer to enhance their customer experience.”

          Amish Desai

          Global Head of Immersive & Experience Design, Digital Customer Experience
          With 20+ years in digital transformation, Amish has led Fortune 100 firms to profit through design and product innovation. Highlights include training 2,000+ CPG staff in Design Thinking, pioneering digital-first ventures in finance, and launching connected commerce for a century-old retailer. His pinnacle achievement is forming global teams that excel in crafting digital customer experiences at the nexus of immersive tech, customer insight, and business value. He teaches UX design, product, and strategy in academic and entrepreneurial institutions as a token of gratitude for those who have assisted him over the years.

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