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Solution

Customer first, banking and capital markets

Banking customers have spoken. They expect accessible, personalized 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 personalized 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 optimize growth, experience, brand, and loyalty across your marketing, sales, and contact centre organizations—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

    World Retail Banking Report 2024

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

    Download the report

    ‘Leader’ in customer experience strategy – Frog

    Forrester notes Capgemini Frog outshines competitors with data-powered CX transformations.

    Learn more

      What we offer

      Marketing transformation for financial services

      Empower your marketing teams to deliver contextual and personalized 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

      Gaining HNWI market share: Embracing AI-powered behavioral finance
      Point of view

      Setting the pace for intelligent transformation
      Point of view

      Ramping up customer experience (CX) – from interaction to engagement
      Point of view

      Intelligence turns bank contact centers into value creators
      Report

      Getting personal – Five drivers to power client-centric growth in wealth management
      Capgemini Research Institute

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

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        BNP Paribas: Inventing tomorrow's bank through innovation

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

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          Expert perspectives

          Customer experience

          Orchestrating personalized financial services with a powerful BPM platform

          Dinesh Karanam
          Jun 12, 2024
          Customer experience, Technology

          Precision in personalization: The power of BPM platforms

          Dinesh Karanam
          Jun 12, 2024
          Customer experience

          Mass personalization – An oxymoron or an expectation?

          Chandramouli Venkatesan
          Feb 6, 2024

          Meet our experts

          Nilesh Vaidya

          Global Head of Banking and Capital Markets

          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 organizations 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.

            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.