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Customer Experience

The human experience of technology.

The world around us is changing rapidly and your customers’ expectations are changing, even faster. How can your business stay ahead in this customer-first world? By keeping your customers at the center of everything you do; offering them enjoyable, personal, and sustainable experiences through the human experience of technology.

You. At scale.

As Capgemini, a business and technology transformation partner, we at Capgemini believe technology can create intelligent, empathetic connections that use data and generative AI to pivot your business around your customers, helping you deliver great customer experiences— seamlessly and at scale.

With our global collective of strategic, tech, and industry experts and partners, we work with you to build and scale truly customer-centric solutions –— delivering the human experience of technology.

    FILA transforms into an experience-driven retailer

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

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    The Municipality of Oslo explores chatbots to respond to citizen requests

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    GE Healthcare optimises medical equipment installation logistics with Salesforce CRM

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    SingEx implements Salesforce Sales Cloud to move closer to full digitilisation

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    Salesforce CRM platform enables Atos Medical to focus on its patients

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    HMRC rapidly enables financial support for millions of the UK’s self-employed

    In response to COVID-19, HMRC implemented a solution to enable eligible self-employed workers in the UK to claim a grant to mitigate the impact to their income.

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      What we do

      Enter a new era of customer experience with generative AI

      Empower the next level of CX engagement

      We’re entering new frontiers of customer experience and moving to an era of experience empowerment. We believe the generative AI is a tool that can not only enable efficiency and enhanced creativity, but it can significantly empower both customers and employees.

      Immerse your audience

      Immersive experiences can give your customers and employees the ability to do what they may not have been able to do – or do things in a unique way. 

      Immersive experiences can effectively provide superpower-like capabilities and experiences to customers, employees, and other users. Technology is the enabler. Feel the power of Immersive Experiences.

      Connect your marketing

      Today’s brands must adapt to truly connect to rapidly changing customer and employee experiences.

      With real-time insights into your customer expectations, you can connect and engage with your audience at the right moment with contextual and personalised experiences – while building relationships that last.

      Empower your salesforce

      Why is your customer average order value lower than the benchmark?

      Find out how to increase your sales, expand the range of channels people use, build long-term B2B relationships, and turn your average salespeople into star performers.

      Augment your customer service

      Everyone loves great customer service.

      You can benchmark your contact centre operations, evaluate the efficiency of field service programs, and use AI to improve performance, so you can make (and keep) customers happy. And you can reduce your cost-to-serve at the same time. Service excellence builds brand loyalty and advocacy.

      Realise your commerce potential

      Customers expect brands to engage with them on their terms.

      They expect personalised, memorable, engaging and seamless experiences across the entire customer journey. Make your supply chain, order-to-quote, new channels, in-store trade, D2C, and online business work together seamlessly. Give yourself ambitious new growth targets – and achieve them.

      Drive customer experience with data

      Drive a personalised customer experience with data.

      To truly win the hearts and minds of your customers, you need to go beyond traditional CDPs and deliver a holistic approach to orchestrate a dynamic, interconnected customer experience powered by data. 

      Make your customer operations intelligent

      Drive a frictionless customer experience across your organisation.

      To do this, implement a scalable, cloud-based, omnichannel platform that puts your customers at the centre.

        Smart Mobility Connect

        Empowering OEMs to create the mobility ecosystem of the future designed with people at heart.

        Capgemini Invent
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        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
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        Inventive insurer

        Delivering the next generation of digital insurance business models.

        Capgemini Invent

        Inventive telecoms

        It’s time to switch your business strategy model from traditional products to next generation smart connected products and services. 

        Capgemini Invent
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          Research and insights

          Point of view

           The anatomy of a great CDP
          Point of view

          The metaverse: Friend or foe to the CMO?
          CRI Report

          A New Playbook for Chief Marketing Officers
          Report

          Total immersion: How immersive experiences and the metaverse benefit customer experience and operations
          Point of view

          Point of view: How to put your customer first with connected marketing
          Point of view

          Five key challenges and opportunities for chief marketing officers

          Capgemini recognised as a ‘Leader’ in Customer Experience Strategy Consulting Practices 2022 report by independent research firm

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          Meet our experts

          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.”

          Alex Smith-Bingham

          Executive Vice President, Group Offer Lead for Customer First; 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.”

          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.”

          Sumit Uppal

          VP – Head of FS Digital Customer Experience (N. America) & Global Lead for Content & Marketing practice for FS
          I have almost 20 years of consulting experience advising and delivering digital transformation initiatives. I have deep technology strategy and innovation roots helping clients modernise their technology landscape. I work with clients in Banking, Capital Markets, Insurance and Healthcare to support on Digital Transformation, Technology Strategy, Innovation and at scale digital delivery initiatives. I also lead the charter for Content & Digital Marketing globally to accelerate our efforts around the space with our strategic vendor partners.

          Jean-Dominique TROUILLARD

          Global Head of Digital Customer Experience at Capgemini Financial Services
          I have 20 years of consulting experience in Digital, with 10 years of experience within the Financial Services Industry. This combined, it gives me a deep understanding of both Business stakes and Technical Solutions. I am passionate about helping our clients craft successful digital customer experience strategies, put them into practice, and continually optimise them for long-term success.

            Partners

            Adobe

            Microsoft

            Pega

            Salesforce

            SAP

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