{"id":535775,"date":"2024-10-01T18:36:00","date_gmt":"2024-10-01T18:36:00","guid":{"rendered":"https:\/\/www.capgemini.com\/au-en\/?post_type=research-and-insight&#038;p=535775"},"modified":"2025-03-22T09:46:16","modified_gmt":"2025-03-22T09:46:16","slug":"the-art-of-customer-connection","status":"publish","type":"research-and-insight","link":"https:\/\/www.capgemini.com\/au-en\/insights\/research-library\/the-art-of-customer-connection\/","title":{"rendered":"The art of customer connection"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-reusable header heroReusable  \"><div class=\"header-bgs\"><picture><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/09\/2024_09_27_capcom_2880_1800_v2_DLK_KHAL.jpg?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/09\/2024_09_27_capcom_2880_1800_v2_DLK_KHAL.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/09\/2024_09_27_capcom_2880_1800_v2_DLK_KHAL.jpg?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/09\/2024_09_27_capcom_2880_1800_v2_DLK_KHAL.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/09\/2024_09_27_capcom_2880_1800_v2_DLK_KHAL.jpg?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/09\/2024_09_27_capcom_2880_1800_v2_DLK_KHAL.jpg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/09\/2024_09_27_capcom_2880_1800_v2_DLK_KHAL.jpg?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/09\/2024_09_27_capcom_2880_1800_v2_DLK_KHAL.jpg?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/09\/2024_09_27_capcom_2880_1800_v2_DLK_KHAL.jpg\" class=\"header-img header-img-d\" alt=\"\" style=\"object-fit:cover;object-position:79% 33%\" loading=\"eager\"\/><\/picture><\/div><div class=\"heroPictureCardHeaderShape\"><\/div><div class=\"container\"><div class=\"row\"><div class=\"col-md-12\"><div class=\"box\"><div class=\"boxTagWrapper\"><div class=\"tagInfo\"><div><span class=\"box-tag\">Customer first<\/span><\/div><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">The art of customer connection<\/h1><\/div><div class=\"inner-row-insight download-btn\"><div class=\"col-md-4 downloadFiles addPadding\"><a class=\"button-download--small\" type=\"download\" href=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/10\/2024_109_10_art_of_customer_connection_v1__weblocked_DLK.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><span>Download report<\/span><span class=\"type\">7 MB  pdf<\/span><\/a><\/div><\/div><\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-1\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/www.capgemini.com\/?post_type=research-and-insight&amp;p=1060201\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/shareArticle?url=https:\/\/www.capgemini.com\/?post_type=research-and-insight&amp;p=1060201\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div class=\"col-12 col-md-11 col-lg-10\"><div class=\"article-text article-quote-text\">\n<h3 class=\"wp-block-heading\" id=\"h-how-to-create-memorable-experiences-and-drive-growth-for-retail-financial-institutions\">How to create memorable experiences and drive growth for retail financial institutions<\/h3>\n\n\n\n<p>In a world where products are no longer enough to stand out, the true competitive edge in retail financial institution (FI) business lies in understanding your customers at a deeper, more emotional level. As FIs race to keep pace, the key to long-term growth and loyalty is stronger, data-driven relationships.<\/p>\n\n\n\n<p>Many financial institutions recognize the importance of putting customers first yet struggle to execute on that vision. Our research shows that 71% of executives understand customer motivations is critical for growth, but 54% admit they lack the necessary insight.<\/p>\n\n\n\n<p>Inside this report, explore the key themes of:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Deeper customer understanding by gathering insights to design key moments that matter across their life stages, motivations, and pain points.<\/li>\n\n\n\n<li>Executive challenges by identifying roadblocks like misalignment with front-line realities and underutilization of customer data.<\/li>\n\n\n\n<li>Utilizing technology and innovation through a four-pronged framework leveraging generative AI, modular content, and data-driven personalization.<\/li>\n<\/ol>\n\n\n\n<p>Discover how leaders are aligning strategies with customer needs and use technology to deliver personalized experiences.<\/p>\n\n\n\n<p><strong>Download the report and start your journey toward customer centricity and growth today.<\/strong><span style=\"font-size: 1rem; letter-spacing: 0.4px;\"><\/span><\/p>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"\/wp-content\/uploads\/2024\/10\/2024_109_10_art_of_customer_connection_v1__weblocked_DLK.pdf\" target=\"_blank\" rel=\"noreferrer noopener\">Download<\/a><\/div>\n<\/div>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n<section class=\"latest-insights layout-odd layout-one-card-only \"><div class=\"container\"><div class=\"insight-title\"><h2 class=\"latest-insight-title\">Research and insight<\/h2><\/div><div class=\"layout-single-card\">\n                      <div class=\"row align-items-center w-lg-100\">\n                        <div class=\"card-image-wrapper\">\n                                <div class=\"card-image\" data-image-url=\"https:\/\/www.capgemini.com\/au-en\/insights\/research-library\/world-retail-banking-report\/\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<picture>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/au-en\/wp-content\/uploads\/sites\/10\/2025\/03\/Website-hero-banner-2880x1800-1.jpg?w=2048&#038;quality=70 1x, https:\/\/www.capgemini.com\/au-en\/wp-content\/uploads\/sites\/10\/2025\/03\/Website-hero-banner-2880x1800-1.jpg?w=2048&#038;quality=70 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 1500px)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/au-en\/wp-content\/uploads\/sites\/10\/2025\/03\/Website-hero-banner-2880x1800-1.jpg?w=1024&#038;quality=70 1x, https:\/\/www.capgemini.com\/au-en\/wp-content\/uploads\/sites\/10\/2025\/03\/Website-hero-banner-2880x1800-1.jpg?w=2048&#038;quality=70 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 992px)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/au-en\/wp-content\/uploads\/sites\/10\/2025\/03\/Website-hero-banner-2880x1800-1.jpg?w=1024&#038;quality=70 1x, https:\/\/www.capgemini.com\/au-en\/wp-content\/uploads\/sites\/10\/2025\/03\/Website-hero-banner-2880x1800-1.jpg?w=2048&#038;quality=70 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 768px)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/au-en\/wp-content\/uploads\/sites\/10\/2025\/03\/Website-hero-banner-2880x1800-1.jpg?w=500&#038;quality=70 1x, https:\/\/www.capgemini.com\/au-en\/wp-content\/uploads\/sites\/10\/2025\/03\/Website-hero-banner-2880x1800-1.jpg?w=1000&#038;quality=70 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 0)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/au-en\/wp-content\/uploads\/sites\/10\/2025\/03\/Website-hero-banner-2880x1800-1.jpg\" alt=\"\" style=\"object-position: 50% 50%; object-fit: cover;\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/picture>\n                                <\/div>\n                            <\/div>\n                            <div class=\"col-12 col-md-5 col-lg-7\"><\/div>\n                        <div class=\"col-12 col-md-7 col-lg-5\">\n                            <a href=\"https:\/\/www.capgemini.com\/au-en\/insights\/research-library\/world-retail-banking-report\/\" aria-label=\"World Retail Banking Report 2025\" class=\"card-link-holder\">\n                            <div class=\"insight-card insight-card-start\">\n                                <div class=\"card-tag\">Report<\/div>\n                                <h3 class=\"card-title\">World Retail Banking Report 2025<\/h3>\n                                <div class=\"insight-card-footer\">\n                                    <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/au-en\/wp-content\/themes\/capgemini2025\/assets\/images\/capgemini-research-institute-white.svg\" alt=\"capgemini-research-institute\" class=\"light\">\n\t\t\t\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/au-en\/wp-content\/themes\/capgemini2025\/assets\/images\/capgemini-research-institute-white.svg\" alt=\"capgemini-research-institute\" class=\"dark\">\n                                <\/div>\n                            <\/div>\n                            <\/a>\n                        <\/div>\n                     <\/div>\n                    <\/div><\/div><\/section>\n\n\n<section class=\"wp-block-cg-blocks-wrapper-card-related-capabilities undefined card-related-capability\"><div class=\"cardelatedBgShape\"><\/div><div class=\"container\"><div class=\"contentTitle\"><h2 data-maxlength=\"34\" class=\"capabilities-heading\"><br>Learn more<\/h2><\/div><div class=\"row\">\n<div class=\"wp-block-cg-blocks-card-related-capabilities col-md-4 gridbox card-block\"><div class=\"box box--1 capblock\"><div class=\"box-img-wrapper\"><div class=\"img-ratio\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/03\/Capgemini_Industries_Capital-Markets-1.webp?w=500&amp;quality=70\" srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/03\/Capgemini_Industries_Capital-Markets-1.webp?w=500&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/03\/Capgemini_Industries_Capital-Markets-1.webp?w=1000&amp;quality=70 2x\" class=\"box-img\" alt=\"\" style=\"object-fit:cover;object-position:50% 50%\" loading=\"lazy\"\/><\/div><\/div><div class=\"box-inner\"><a class=\"box-title\" aria-label=\"Banking and capital markets\" href=\"\/industries\/banking-and-capital-markets\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><h3 class=\"card-subtitle\">Banking and capital markets<\/h3><\/a><\/div><\/div><\/div>\n\n\n\n<div class=\"wp-block-cg-blocks-card-related-capabilities col-md-4 gridbox card-block\"><div class=\"box box--1 capblock\"><div class=\"box-img-wrapper\"><div class=\"img-ratio\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/04\/The-metrics-that-matter.jpg?w=500&amp;quality=70\" srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/04\/The-metrics-that-matter.jpg?w=500&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/04\/The-metrics-that-matter.jpg?w=1000&amp;quality=70 2x\" class=\"box-img\" alt=\"\" style=\"object-fit:cover;object-position:50% 50%\" loading=\"lazy\"\/><\/div><\/div><div class=\"box-inner\"><a class=\"box-title\" aria-label=\"Customer first\" href=\"\/solutions\/driving-customer-centricity-in-banking-and-capital-markets\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><h3 class=\"card-subtitle\">Customer first<\/h3><\/a><\/div><\/div><\/div>\n\n\n\n<div class=\"wp-block-cg-blocks-card-related-capabilities col-md-4 gridbox card-block\"><div class=\"box box--1 capblock\"><div class=\"box-img-wrapper\"><div class=\"img-ratio\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/12\/Capgemini_Industries_Capital-Markets_Retail-banking-e1638447185800-1.jpg?w=500&amp;quality=70\" srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/12\/Capgemini_Industries_Capital-Markets_Retail-banking-e1638447185800-1.jpg?w=500&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/12\/Capgemini_Industries_Capital-Markets_Retail-banking-e1638447185800-1.jpg?w=1000&amp;quality=70 2x\" class=\"box-img\" alt=\"\" style=\"object-fit:cover;object-position:50% 50%\" loading=\"lazy\"\/><\/div><\/div><div class=\"box-inner\"><a class=\"box-title\" aria-label=\"Retail and commercial banking\" href=\"\/industries\/banking-and-capital-markets\/retail-and-commercial-banking\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><h3 class=\"card-subtitle\">Retail and commercial banking<\/h3><\/a><\/div><\/div><\/div>\n<\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"<p>How to create memorable experiences and drive growth for retail financial institutions.<\/p>\n","protected":false},"author":257,"featured_media":535776,"template":"","meta":{"cg_dt_proposed_to":[37],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"","cg_seo_hreflang_x_default_relation":"{\"uuid\":\"5000736d-b841-43ae-947a-30f9061e40b6\",\"blogId\":\"\",\"domain\":\"\",\"sitePath\":\"\",\"postLink\":\"\",\"postId\":null,\"isSaved\":true,\"isCrossLink\":false,\"hasCrossLink\":false}","cg_dt_approved_content":true,"cg_dt_mandatory_content":false,"cg_dt_notes":"","cg_dg_source_changed":true,"cg_dt_link_disabled":true,"footnotes":"","related_resource_url":"","related_resource_id":0,"related_resource_size":"","related_resource_type":"","cg_author":0,"_yoast_wpseo_primary_theme":78,"primary_term":"Customer first","featured_focal_points":"{\"x\":0.76,\"y\":0.32}"},"tags":[],"research-and-insight-type":[144],"theme":[221,78],"brand":[],"service":[41,172],"industry":[203,479],"partners":[],"content-group":[],"class_list":["post-535775","research-and-insight","type-research-and-insight","status-publish","has-post-thumbnail","hentry","research-and-insight-type-report","theme-customer-first","theme-data-and-ai","service-customer-experience","service-data-ai","industry-banking-capital-markets","industry-financial-services"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.8 (Yoast SEO v22.8) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>The art of customer connection - Capgemini Australia<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.capgemini.com\/au-en\/insights\/research-library\/the-art-of-customer-connection\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"The art of customer connection\" \/>\n<meta property=\"og:description\" content=\"How to create memorable experiences and drive growth for retail financial institutions.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.capgemini.com\/au-en\/insights\/research-library\/the-art-of-customer-connection\/\" \/>\n<meta property=\"og:site_name\" content=\"Capgemini Australia\" \/>\n<meta property=\"article:modified_time\" content=\"2025-03-22T09:46:16+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.capgemini.com\/au-en\/wp-content\/uploads\/sites\/10\/2025\/10\/New-Web-preview-global.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"627\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.capgemini.com\/au-en\/insights\/research-library\/the-art-of-customer-connection\/\",\"url\":\"https:\/\/www.capgemini.com\/au-en\/insights\/research-library\/the-art-of-customer-connection\/\",\"name\":\"The art of customer connection - Capgemini Australia\",\"isPartOf\":{\"@id\":\"https:\/\/www.capgemini.com\/au-en\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.capgemini.com\/au-en\/insights\/research-library\/the-art-of-customer-connection\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/www.capgemini.com\/au-en\/insights\/research-library\/the-art-of-customer-connection\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.capgemini.com\/au-en\/wp-content\/uploads\/sites\/10\/2025\/03\/2024_09_27_capcom_2880_1800_v2_DLK_KHAL.jpg\",\"datePublished\":\"2024-10-01T18:36:00+00:00\",\"dateModified\":\"2025-03-22T09:46:16+00:00\",\"breadcrumb\":{\"@id\":\"https:\/\/www.capgemini.com\/au-en\/insights\/research-library\/the-art-of-customer-connection\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.capgemini.com\/au-en\/insights\/research-library\/the-art-of-customer-connection\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/www.capgemini.com\/au-en\/insights\/research-library\/the-art-of-customer-connection\/#primaryimage\",\"url\":\"https:\/\/www.capgemini.com\/au-en\/wp-content\/uploads\/sites\/10\/2025\/03\/2024_09_27_capcom_2880_1800_v2_DLK_KHAL.jpg\",\"contentUrl\":\"https:\/\/www.capgemini.com\/au-en\/wp-content\/uploads\/sites\/10\/2025\/03\/2024_09_27_capcom_2880_1800_v2_DLK_KHAL.jpg\",\"width\":2880,\"height\":1800},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.capgemini.com\/au-en\/insights\/research-library\/the-art-of-customer-connection\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/www.capgemini.com\/au-en\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Research &amp; insights\",\"item\":\"https:\/\/www.capgemini.com\/au-en\/research-and-insight\/\"},{\"@type\":\"ListItem\",\"position\":3,\"name\":\"The art of customer connection\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.capgemini.com\/au-en\/#website\",\"url\":\"https:\/\/www.capgemini.com\/au-en\/\",\"name\":\"Capgemini Australia\",\"description\":\"Capgemini\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.capgemini.com\/au-en\/?s={search_term_string}\"},\"query-input\":\"required name=search_term_string\"}],\"inLanguage\":\"en-US\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"The art of customer connection - Capgemini Australia","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.capgemini.com\/au-en\/insights\/research-library\/the-art-of-customer-connection\/","og_locale":"en_US","og_type":"article","og_title":"The art of customer connection","og_description":"How to create memorable experiences and drive growth for retail financial institutions.","og_url":"https:\/\/www.capgemini.com\/au-en\/insights\/research-library\/the-art-of-customer-connection\/","og_site_name":"Capgemini Australia","article_modified_time":"2025-03-22T09:46:16+00:00","og_image":[{"width":1200,"height":627,"url":"https:\/\/www.capgemini.com\/au-en\/wp-content\/uploads\/sites\/10\/2025\/10\/New-Web-preview-global.jpg","type":"image\/jpeg"}],"twitter_card":"summary_large_image","twitter_misc":{"Est. reading time":"2 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/www.capgemini.com\/au-en\/insights\/research-library\/the-art-of-customer-connection\/","url":"https:\/\/www.capgemini.com\/au-en\/insights\/research-library\/the-art-of-customer-connection\/","name":"The art of customer connection - Capgemini Australia","isPartOf":{"@id":"https:\/\/www.capgemini.com\/au-en\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.capgemini.com\/au-en\/insights\/research-library\/the-art-of-customer-connection\/#primaryimage"},"image":{"@id":"https:\/\/www.capgemini.com\/au-en\/insights\/research-library\/the-art-of-customer-connection\/#primaryimage"},"thumbnailUrl":"https:\/\/www.capgemini.com\/au-en\/wp-content\/uploads\/sites\/10\/2025\/03\/2024_09_27_capcom_2880_1800_v2_DLK_KHAL.jpg","datePublished":"2024-10-01T18:36:00+00:00","dateModified":"2025-03-22T09:46:16+00:00","breadcrumb":{"@id":"https:\/\/www.capgemini.com\/au-en\/insights\/research-library\/the-art-of-customer-connection\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.capgemini.com\/au-en\/insights\/research-library\/the-art-of-customer-connection\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.capgemini.com\/au-en\/insights\/research-library\/the-art-of-customer-connection\/#primaryimage","url":"https:\/\/www.capgemini.com\/au-en\/wp-content\/uploads\/sites\/10\/2025\/03\/2024_09_27_capcom_2880_1800_v2_DLK_KHAL.jpg","contentUrl":"https:\/\/www.capgemini.com\/au-en\/wp-content\/uploads\/sites\/10\/2025\/03\/2024_09_27_capcom_2880_1800_v2_DLK_KHAL.jpg","width":2880,"height":1800},{"@type":"BreadcrumbList","@id":"https:\/\/www.capgemini.com\/au-en\/insights\/research-library\/the-art-of-customer-connection\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.capgemini.com\/au-en\/"},{"@type":"ListItem","position":2,"name":"Research &amp; insights","item":"https:\/\/www.capgemini.com\/au-en\/research-and-insight\/"},{"@type":"ListItem","position":3,"name":"The art of customer connection"}]},{"@type":"WebSite","@id":"https:\/\/www.capgemini.com\/au-en\/#website","url":"https:\/\/www.capgemini.com\/au-en\/","name":"Capgemini Australia","description":"Capgemini","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.capgemini.com\/au-en\/?s={search_term_string}"},"query-input":"required name=search_term_string"}],"inLanguage":"en-US"}]}},"theme_term_info":[{"id":221,"name":"Customer first"},{"id":78,"name":"Data and AI"}],"industry_term_info":[{"id":203,"name":"Banking &amp; capital markets"},{"id":479,"name":"Financial services"}],"services_term_info":[{"id":41,"name":"Customer experience"},{"id":172,"name":"Data &amp; AI"}],"partners_term_info":[],"brand_term_info":[],"brand_term":[],"parsely":{"version":"1.1.0","canonical_url":"https:\/\/capgemini.com\/au-en\/insights\/research-library\/the-art-of-customer-connection\/","smart_links":{"inbound":0,"outbound":0},"traffic_boost_suggestions_count":0,"meta":{"@context":"https:\/\/schema.org","@type":"NewsArticle","headline":"The art of customer connection","url":"https:\/\/www.capgemini.com\/au-en\/insights\/research-library\/the-art-of-customer-connection\/","mainEntityOfPage":{"@type":"WebPage","@id":"https:\/\/www.capgemini.com\/au-en\/insights\/research-library\/the-art-of-customer-connection\/"},"thumbnailUrl":"https:\/\/www.capgemini.com\/au-en\/wp-content\/uploads\/sites\/10\/2025\/03\/2024_09_27_capcom_2880_1800_v2_DLK_KHAL.jpg?w=150&h=150&crop=1","image":{"@type":"ImageObject","url":"https:\/\/www.capgemini.com\/au-en\/wp-content\/uploads\/sites\/10\/2025\/03\/2024_09_27_capcom_2880_1800_v2_DLK_KHAL.jpg"},"articleSection":"Uncategorized","author":[],"creator":[],"publisher":{"@type":"Organization","name":"Capgemini Australia","logo":""},"keywords":[],"dateCreated":"2024-10-01T18:36:00Z","datePublished":"2024-10-01T18:36:00Z","dateModified":"2025-03-22T09:46:16Z"},"rendered":"<meta name=\"parsely-title\" content=\"The art of customer connection\" \/>\n<meta name=\"parsely-link\" content=\"https:\/\/www.capgemini.com\/au-en\/insights\/research-library\/the-art-of-customer-connection\/\" \/>\n<meta name=\"parsely-type\" content=\"post\" \/>\n<meta name=\"parsely-image-url\" content=\"https:\/\/www.capgemini.com\/au-en\/wp-content\/uploads\/sites\/10\/2025\/03\/2024_09_27_capcom_2880_1800_v2_DLK_KHAL.jpg?w=150&amp;h=150&amp;crop=1\" \/>\n<meta name=\"parsely-pub-date\" content=\"2024-10-01T18:36:00Z\" \/>\n<meta name=\"parsely-section\" content=\"Uncategorized\" \/>","tracker_url":"https:\/\/cdn.parsely.com\/keys\/capgemini.com\/p.js"},"archive_status":false,"featured_image_src":"https:\/\/www.capgemini.com\/au-en\/wp-content\/uploads\/sites\/10\/2025\/03\/2024_09_27_capcom_2880_1800_v2_DLK_KHAL.jpg","featured_image_alt":"","jetpack_sharing_enabled":true,"distributor_meta":false,"distributor_terms":false,"distributor_media":false,"distributor_original_site_name":"Capgemini Australia","distributor_original_site_url":"https:\/\/www.capgemini.com\/au-en","push-errors":false,"tag_names":[],"featured_image_url":"https:\/\/www.capgemini.com\/au-en\/wp-content\/uploads\/sites\/10\/2025\/03\/2024_09_27_capcom_2880_1800_v2_DLK_KHAL.jpg","_links":{"self":[{"href":"https:\/\/www.capgemini.com\/au-en\/wp-json\/wp\/v2\/research-and-insight\/535775","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.capgemini.com\/au-en\/wp-json\/wp\/v2\/research-and-insight"}],"about":[{"href":"https:\/\/www.capgemini.com\/au-en\/wp-json\/wp\/v2\/types\/research-and-insight"}],"author":[{"embeddable":true,"href":"https:\/\/www.capgemini.com\/au-en\/wp-json\/wp\/v2\/users\/257"}],"version-history":[{"count":1,"href":"https:\/\/www.capgemini.com\/au-en\/wp-json\/wp\/v2\/research-and-insight\/535775\/revisions"}],"predecessor-version":[{"id":535777,"href":"https:\/\/www.capgemini.com\/au-en\/wp-json\/wp\/v2\/research-and-insight\/535775\/revisions\/535777"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.capgemini.com\/au-en\/wp-json\/wp\/v2\/media\/535776"}],"wp:attachment":[{"href":"https:\/\/www.capgemini.com\/au-en\/wp-json\/wp\/v2\/media?parent=535775"}],"wp:term":[{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.capgemini.com\/au-en\/wp-json\/wp\/v2\/tags?post=535775"},{"taxonomy":"research-and-insight-type","embeddable":true,"href":"https:\/\/www.capgemini.com\/au-en\/wp-json\/wp\/v2\/research-and-insight-type?post=535775"},{"taxonomy":"theme","embeddable":true,"href":"https:\/\/www.capgemini.com\/au-en\/wp-json\/wp\/v2\/theme?post=535775"},{"taxonomy":"brand","embeddable":true,"href":"https:\/\/www.capgemini.com\/au-en\/wp-json\/wp\/v2\/brand?post=535775"},{"taxonomy":"service","embeddable":true,"href":"https:\/\/www.capgemini.com\/au-en\/wp-json\/wp\/v2\/service?post=535775"},{"taxonomy":"industry","embeddable":true,"href":"https:\/\/www.capgemini.com\/au-en\/wp-json\/wp\/v2\/industry?post=535775"},{"taxonomy":"partners","embeddable":true,"href":"https:\/\/www.capgemini.com\/au-en\/wp-json\/wp\/v2\/partners?post=535775"},{"taxonomy":"content-group","embeddable":true,"href":"https:\/\/www.capgemini.com\/au-en\/wp-json\/wp\/v2\/content-group?post=535775"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}