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.

As a business and technology transformation partner, we at Capgemini believe in the power of agentic AI to create intelligent, empathetic systems that adapt and respond to your customers’ needs in real time. By harnessing data and generative AI, we help pivot your business around your customers – delivering seamless, scalable, and human-centered experiences. With our global collective of strategic, tech, and industry experts and partners, we work with you to build and scale truly customer-centric solutions. Together, we bring the human experience of technology to life—where innovation meets intention.

This is what AI really looks like – intentional, responsive, and designed to elevate every interaction.

Digital customer experience

The human experience of technology

Client stories

Volkswagen Group and Capgemini drive large-scale CRM transformation with an omnichannel Salesforce platform

Capgemini supported VWG and CARIAD to provide a digital and seamless customer experience by harmonizing divergent CRM systems and aligning business and technical processes between different sales levels

Revolutionizing Riverty’s CRM capabilities with Copilot for Sales

In just nine weeks, Capgemini Invent and Riverty redefined CRM engagement, including integrating Microsoft Copilot for Sales to drive efficiency and innovation in sales operations

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.

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

Subway drives digital transformation to deliver a better brand experience

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

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.

What we do

Connect your marketing

Marketing is entering its AI-native era. See what happens when you make intelligence the foundation of every interaction.

Our AI-Powered Connected Marketing ecosystem helps brands harness the potential of generative and agentic AI across strategy, execution, and operations to unlock exponential growth through timely, relevant, hyper-contextualized experiences.

Connect the experience through context

An experience that starts on one channel should continue seamlessly on any other, be it in-store, online, social ad or mobile app. Connecting these touchpoints through context—customer intent, behavior, preferences, and momentary needs—is the key to delivering effortless experiences.

With User Experience and Front-End Interactions (UX & FEI), a new AI-powered offer from Capgemini, organizations can connect touchpoints through context, blending intelligent front-end engineering with personalized content delivery to create meaningful, relevant, dynamic connections across channels, consistently and continuously.

Augment your customer service

First-time fix and time-to-resolution used to set the service standard. Now it’s the starting point for deeper engagement.

With Augmented Service, organizations can leverage AI to elevate both proactive and reactive service, resolving issues efficiently while transforming every interaction into an opportunity for closer connection.

Empower your sales force

Is your customer average order value lower than the benchmark? The reason why might not be that your sales teams are underperforming, but that they’re under-equipped.

With AI-Powered Sales for the Enterprise, organizations can leverage agentic CPQ solutions and AI sales assistants to augment and enhance human sales agents, driving 25% faster sales cycles, 30% productivity gains, and 2-4% margin recovery.

Realize your commerce potential

B2B shoppers don’t want to waste time browsing before they buy. They expect proactive, responsive experiences that anticipate their needs and adapt to their preferences.

With Commerce Realized, organizations can leverage generative and agentic AI to create intelligent systems that observe, reason, decide, and act, delivering hyper-personalized B2B experiences that drive transactions in the moment and support sustainable growth over time.

Why customer experience is now a driver of growth, trust, and long-term value.

CMO Playbook

From complexity to clarity: How CMOs can reclaim marketing to build competitive edge.

Browse the playbook

Analyst recognitions

Everest Group

Capgemini has been named a “Leader” in Everest Group’s Marketing Services PEAK Matrix® Assessment 2025 report.

Gartner

Capgemini has been named a “Leader” in the 2025 Gartner® Magic Quadrant™ for Digital Experience Services.

Forrester

Capgemini has been named a Leader in The Forrester Wave™: Customer experience strategy consulting services, Q4 2024.

Research and insights

Report

Effective investment in generative AI for marketing

Meet our experts

With 22 years of consulting experience, Arnaud has been a transformative force since joining Invent in 2010. He contributed to the launch of the Customer Engagement practice in France (now frog), led DCX France, and managed the Automotive French Market Unit, before joining the global DCX team. Today, he accelerates business and tech transformation in CX globally, fostering AI innovation in marketing, sales, service, and commerce to help organizations deliver seamless, future-ready customer experiences for sustainable value.

“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 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.

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.