The Changing Face of Customer Interactions

Innovation Nation Spring 2017

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Innovation Nation Spring 2017

Jeff Bezos, CEO of Amazon, once said: “In the old world, you devoted 30% of your time to building a great service and 70% of your time to shouting about it. In the new world, that inverts.” In this “new world,” customers value the quality of customer service as much as price and quality of products.
They expect first-class service, and have no patience or loyalty for companies that don’t provide it. In addition, the continued rise of web, mobile, social media and the Internet of Things (IoT) means that customers expect always-on, omnichannel customer interaction, on demand – and if they don’t get it, they are more than happy to let the world know in a matter of seconds. This changing face of customer interaction has made it increasingly difficult for companies to deliver the levels of service their customers expect – especially when a heightened competitive landscape makes cost reduction, flexibility, time to market and efficiency an absolute necessity.
At Capgemini, we understand this – and we’ve developed new and innovative offerings that analyze our clients’ omnichannel interactions to help them improve their market position and overall business performance. To this end, the Spring 2017 issue of Innovation Nation focuses on how our clients are benefiting from our new software-as-a-service Customer Interaction Service offering, which provides a comprehensive assessment of their customer service performance, along with a targeted action plan to drive revenue growth, reduce the cost of customer service and deliver enhanced customer satisfaction.
Thomas Saint-Hilaire, who leads our Prosodie digital platform team, talks about Cloud-based customer interaction management, and how our new offering is enabling our clients to improve their market position and overall business performance. He also gives advice on why is it so important for companies to manage their customer journey effectively, and how companies need to make the most of their big data to enrich their customer’s journey.
Our Technology Talk section features an interview with Lee Beardmore, Chief Technology Officer at Business Services about how we use “Design Thinking” to develop solutions for our clients, while Christopher Stancombe, Head of Industrialization and Automation, shares some key insights on how customer expectation of the “intelligent organization” is about to skyrocket and the knock-on effect for outsourcers.
We also bring you expert insights on the impact of automation on today’s enterprise, a closer look at our Sarasota delivery center in Florida, as well as blogs by our regular panel of experts, collated from across the business on topics such as ways in which contract management services are embracing digital, taking advantage of cognitive procurement, and the benefits insurers should be getting from their thirdparty administrators.
Finally, don’t miss the special feature at the end of the issue that showcases just a few of the Corporate Responsibility & Sustainability (CR&S) activities our people and centers have been involved in around the globe.


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