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CUSTOMER FIRST, BANKING AND CAPITAL MARKETS

Banking customers have spoken. They expect accessible, personalised services tailored to their individual needs and lifestyles. Ready to unlock the power of customer-centricity?

In today’s digital age of constantly evolving technology, banking customers crave personalised experiences across all platforms, inspired by the many other interactions they encounter daily. New, light-weight competitors are taking lead , not in the traditional fields of products and services, but by offering better experience. How can banks compete in this new landscape?

Banks need to shift from product-centric to customer-centric models—foster continuous engagement with their customers that creates intimacy, trust, and loyalty.

Capgemini helps banks craft powerful journeys that deliver your customers the outcomes they want. With a customer-centric channel strategy and a reimagined trust architecture, banks can go beyond Return on Investment (ROI), and benefit from a true return on engagement (ROE).

Our four-pillar customer-centricity framework powered by data, automation, and AI, helps you optimise growth, experience, brand, and loyalty across your marketing, sales, and contact centre organisations—ensuring you always put your customers first.

    World Wealth Report 2024

    Intelligent strategies for winning with the ultra-wealthy: Bridge wealth management and family office strengths to fuel growth.

    Read the report

    2024 Partner of the Year

    Capgemini was presented with the Pega Partner of the Year Award and Communication Award in recognition of digital transformation.

    Awards and recognition

    World Retail Banking Report 2024

    Intelligent banks do more with less: Take an efficiency leap with frictionless, personalised banking

    Download the report

      What we offer

      Marketing transformation for financial services

      Empower your marketing teams to deliver contextual and personalised experiences that your customers expect.

      We help banks and financial services firms leverage data-driven insights to build authentic journeys across all stages of customer lifecycle while navigating the complexity of regulatory landscape.

      Contact center transformation

      Your contact center is the voice of your firm – where customers bring their questions, their fears, their ambitions and ultimately, their loyalty.

      Learn how a people-focused approach combined with cloud, omnichannel, self-service, and advanced AI/cognitive capabilities will deliver value and revenue, and inspire trust with every interaction.

      Empowered sales

      Transform the way your firm approaches sales – make it more efficient, data–driven and more profitable.

      We are here to help you in harnessing the power of technology to drive growth by enhancing customer engagement and devising marketplace strategy to optimize sales effectiveness.

      Research and insights

      Point of view

      Setting the pace for intelligent transformation
      Point of view

      Intelligence turns bank contact centres into value creators
      Capgemini Research Institute

      Generative AI and the evolving role of marketing: A CMO’s playbook
      Point of view

      Ramping up customer experience (CX) – from interaction to engagement
      Report

      Getting personal – Five drivers to power client-centric growth in wealth management
      Point of view

      How banks can use generative AI to enhance marketing disclosures
      See all our insights on banking and capital markets

      Client stories

      Streamlining customer and user experiences for a leading financial institution

      Developing a new service experience review methodology that helped unlock opportunities to reduce costs and improve customer service.

      Read more

        BNP Paribas: Inventing tomorrow's bank through innovation

        Powering up a dedicated in-house innovation and acceleration center.

        Read more

          Meet our experts

          Chandramouli Venkatesan

          Vice President – Portfolio Development Lead – Digital Front Office Transformations | Banking and Capital Markets
          Chandra leads the Front Office transformation portfolio (marketing, sales and customer service) and serves banking and capital markets clients. He focuses his work on customer experience and helping financial institutions transform marketing, sales and customer service into more customer-centric organisations with an emphasis on experience strategy design, technology and data. Chandra has deep experience driving CX transformation for retail banks, payments companies, wealth management and capital markets firms.

          Vinay Patel

          Senior Director, Contact Center Transformation Leader
          Banking and Capital Markets sector are focused on delivering a customer-centric contact center leveraging a customer experience hub to  optimally engage customers across interactions.

          Alok Benjwal

          Vice President, Insights & Data, Banking and Payments
          Alok is a seasoned executive with more than 2 decades of experience in customer analytics, digital marketing, marketing and journey optimisation, personalisation and advanced data science

            Partners

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            Customer First

            Customers flock to brands they love – brands that have a sense of purpose, are innovative, engaging, and put their customers first.

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