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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.

Digital customer experience

The human experience of technology

As 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.

Client stories

    Eneco eMobility supercharges its customer care with generative AI

    Working with Capgemini, the charging services provider boosted agent productivity and enhanced the client service experience by introducing Dynamics 365 Contact Center – a Copilot-first cloud contact center, powered by Gen AI.

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    Supercharging Heathrow Airport's digital customer experience evolution using Salesforce

    Working collaboratively with Copado, a market-leading DevOps startup, Heathrow and Capgemini develop a new approach for Salesforce solution implementation to support the efficient delivery of a new digital customer experience

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    Wind Tre calls in new marketing capabilities in support of customer experience

    By engaging with Capgemini, Wind Tre develops and implements a solution based on Pega, Adobe and Google Cloud components that enables more personalized inbound and outbound customer communication.

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    Subway drives digital transformation to deliver a better brand experience

    Iconic global brand selects Capgemini as its strategic digital-transformation partner

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    Co-creating a high-class customer experience for Hunkemöller

    Hunkemöller, one of the largest high-street lingerie brands in the Benelux and Germany, implements a system that consolidates all customer service agent activities into a single tool, seamlessly integrating the landscape

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    Entering the metaverse with Tommy Hilfiger Brazil

    Working with Capgemini, Tommy Hilfiger takes luxury fashion to the metaverse for its national sales convention and upcoming designs

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      Read more of our client stories

      You. At scale.

      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 personalized 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 center 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.

      Realize your commerce potential

      Customers expect brands to engage with them on their terms.

      They expect personalized, 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 personalized 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 organization.

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

        The digital customer experience foundry

        Transforming customer experiences through innovation and collaboration

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        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
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        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

          B2B sellers, meet your new Gen AI sales assistant
          Point of view

          Effective investment in generative AI for marketing
          Point of view

          Imagining a new era of customer experience with generative AI
          Point of view

          Dynamic modular content creation at scale
          Point of view

          How immersive commerce is making the shopping experience extraordinary
          Report

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

          Leader ranking

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

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          Stay informed

          Subscribe to receive all our generative AI for customer experience videos and points of view directly in your inbox.

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          Meet our experts

          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.

          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 and Principal Architect
          Jason is our global CTO for customer experience; working across our portfolio and partner ecosystem to shape our CX and technology vision. With almost 30 years of architecture experience, he helps our clients evaluate, design, and build their CX and digital experience roadmaps. His experience spans data platforms and AI, marketing, content, sales, commerce, and service domains and how they can be efficiently integrated to create a digital experience platform.

          Sumit Uppal

          Head of Digital, North America, Capgemini
          Sumit heads the Digital practice for Financial Services in North America working with clients in Banking, Capital Markets, Insurance and Healthcare to support on Digital Transformation, Technology Strategy, Innovation and at scale digital delivery initiatives. He also leads the charter for Content & Digital Marketing globally to accelerate our efforts around the space with our strategic vendor partners. He is an intrapreneur and is passionate about incubating new digital capabilities / solutions which can accelerate digital transformation for his clients, also scaling them globally.

            Partners

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            Connect with our experts and read the latest customer experience insights on our dedicated LinkedIn page

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