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Capgemini
  • Insights
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    Explore our latest thought leadership, ideas, and insights on the issues that are shaping the future of business and society.

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    • Reshape our future with Generative AI
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    Capgemini Research Institute

    Our number one ranked think-tank

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Customer Experience

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Your customers are unique. Different needs, different expectations, different preferences.

How do you connect emotionally to build long-lasting relationships with them – and enable your employees to give them a personalized experience across all interactions?

What’s more, there are thousands of them. Possibly, millions. How do you gather data on each one, make sense of it, and act on it individually – and in real time? How do you acquire and keep your customers?  

We can help you transform the way you provide engaging experiences to your customers and employees, end to end, so you can build relationships that are valued by every individual customer, and which help you grow your business.

We do it globally, in an industrialized way, with you, and for you.

You. At scale.

Client stories

Subscribe_World Retail Banking Report 2024

Read more

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

Read more

Fluidra builds a new model for website design

Fluidra partnered with Capgemini to implement Adobe Experience Manager on AWS infrastructure, thereby providing a standardized skeleton on which new websites could be built

Read more

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

Read more

14 West drives growth with financial transformation

NetSuite streamlines processes and delivers tools for international expansion

Read more

TAG Heuer introduces a new ecommerce ecosystem to drive online engagement

Working with Capgemini, TAG Heuer develops and rolls out a new ecommerce ecosystem that drives improved online sales and sets the company apart from other luxury watchmakers

Read more
Read more of our client stories

What we do

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.

Smart Mobility Connect

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

Capgemini Invent
Learn more

Inventive brand experience

Reimagining your brand to become better connected, more empathetic and more relevant.

Capgemini Invent
Learn more

Inventive shopping

Focusing on the crucial question, what kind of retailer do your customers need you to be?

Capgemini Invent
Learn more

Inventive banking

Defining your role to thrive in the highly disruptive environment of next generation digital banking.

Capgemini Invent
Learn more

Inventive insurer

Delivering the next generation of digital insurance business models.

Capgemini Invent
Learn More

Inventive telecoms

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

Capgemini Invent
Learn more

Research and insights

Report

A new playbook for chief marketing officers

capgemini-research-institute
Point of view

Five key challenges and opportunities for chief marketing officers

Point of view

Point of view: Put your customer first with connected marketing!

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

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Meet our experts

Darshan Shankavaram

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.”
Connect with us

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Alex Smith-Bingham

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.”
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Jason Crellin

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.”
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Sumit Uppal

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 modernize 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.
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