Customer Experience

We make the connections that make a difference. Because extraordinary connections deliver extraordinary results.
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We partner with you to make the right connections across the whole of your enterprise so that you can create experiences that deliver rapid and sustainable value for your customers and your company.

Thought leadership

Time to talk

Consumers are adopting smart speakers an order of magnitude faster than they did the...

Loyalty Deciphered—How Emotions Drive Genuine Engagement

Discover what drives brand loyalty, and how to cultivate it, in the findings of this...

World Insurance Report 2018

Business-as-usual within the insurance industry is coming to an end. The World Insurance...

Cars Online Trend Study, April 2018

Untapped value – rethinking customer service in the automotive industry

Analyst recognition

2018 Gartner Magic Quadrant for CRM and Customer Experience Implementation Services, Worldwide

Capgemini is a good fit for projects requiring business innovation, as well as CRM technical advisory and implementation skills, particularly related to customer service or commerce.

HfS Blueprint Salesforce Services 2017

Fast-growing practice with industry sector alignment, innovation focus and strong resources.

Forrester Specialty Designers, North America, Q2 2018

Capgemini named as a Large Specialty Design Firm that helps companies apply expert design practices to a narrow business goal or a specific technology. Specialty Designers attract and retain mindshare and build on the tech platforms they have expertise in.

Expanding capabilities to get the benefits of specialization & collaboration in the pursuit of sustainable competitive advantage for our DCX clients.

Digital Commerce Realized

  • Leveraging the power of LyonsCG & Itelios
  • E-commerce & omni-channel
  • E-commerce & associated omni-channel, experience design & marketing activities
  • Commerce support & strategy consulting

Customer Experience Design

  • Leveraging the power of Backelite & Idean
  • Strategy design
  • UX design & UI/visual design
  • Branded experiences
  • Prototype & validate

Innovation Strategy and Proposition

  • Leveraging the power of F212 and Applied Innovation Exchange
  • Growth strategies
  • Applied emerging technology
  • New products & services

Our domains, solutions & services

Are you looking for more customers? Or, do you want to better understand your current customers - for example what do they care most about, and how do you drive higher engagement with them? Do you have a desire to personalize experiences across channels? We can help you with strategy and ideation of complex marketing campaigns, streamlining the process of launching campaigns, improving the results of your loyalty campaign and much, much more.

Conversational Commerce Proposition

Conversational Commerce Proposition

Are you ready to listen to your customer? Really listen?

Customer Interaction Service

Customer Interaction Service

With the changing face of customer interaction making it increasingly difficult for companies...

Marketing Acquisition Platform

Marketing Acquisition Platform

Our Marketing Acquisition Platform is an end-to-end solution that empowers the modern...

Mobile User Experience and Design

Mobile User Experience and Design

Mobile usage plays a significant role in our private, professional, and social lives, the...

Connect with our DCX experts

Darshan Shankavaram

Globally responsible for overseeing, building and delivering Capgemini’s Digital Customer Experience portfolio, in the areas of Marketing, Sales, Service, Commerce and FrontEnd (Interactive).

Fernand Khousakoun

Expert in Business Process Management

Arnaud Bouchard

Automotive Market Director

Sidharth Kapila

Expert in Digital Customer Experience, Process digitization & Automation

Térence Goudriaan

Expert in Customer Experience, Digital Customer Experience, Digital Transformation