Making the art of the possible reality…
I’m proud to announce Capgemini and Oracle have recently launched a global Customer Experience service offering, called OCommerce. This service offering is part of Capgemini’s All-Channel Experience initiative.
The reason for being proud is because I was the one that  started this initiative by crafting a solution set out of a set of Oracle’s Customer Experience products. And now it has become reality! Come to think about it, that’s actually the essence of what we do as Capgemini: making the art of what’s possible in Customer Experience today, reality!  Let me tell you what I mean.
What we learned in our customers engagements and research around Customer Experience or All-Channel Experience, as we call it at Capgemini, we found that a lot of companies are busy with the topic and launching great initiatives and nice interactive solutions to better engage with their customers. But these efforts are, in many cases not bringing the value as expected. The reason is simple but on the other hand complex as well: these initiatives are good stand alone, but they lack a clear vision and strategy and by that, are often not aligned or interconnected. The result: running these separate initiatives cost companies more than if they would be run interconnected, but the overall experience is still not what your customers expect and the value coming out of it is less than expected as well. Let me give you an example. Let’s say a company starts a social channel through Twitter for customer support and launches a mobile app for customer self-care, but the information presented for resolving issues is far more accurate through the social channel than through the mobile app. Customers are disappointed and will have a bad feeling about the company.
Another key element of an effective customer experience strategy is taking industry specific insight into account. For example, the Digital Shopper Relevancy study shows how customers use digital channels in their shopping journey. By taking into account which specific Digital shopper profile or profiles you would like to target (for instance the Digital Shopaholic) this will drive the choices and specific focus in your customer experience vision and strategy. As will it drive the actual technical solution implementation, of course. End of the day, it’s key to keep in mind that customer experience is all about the customer and his journey and the interactions he has with organizations.
Finally the most essential part is making the All-Channel Experience strategy and vision, based upon your organizations position, reality. It starts by building that vision and strategy and executing on that of course by transforming your business, because it needs to grow towards that All-Channel Experience. Besides that you will also need to support that vision and strategy by an IT solution based upon a best-of-suite or best-in-class product stack.
The elements discussed above and combining these in building an All-Channel Experience are key to make the art of the possible reality for your organization and to turn your customers into fans of your company, products and brand.
So don’t wait any longer, start growing fans!