{"id":880587,"date":"2025-10-16T07:44:01","date_gmt":"2025-10-16T07:44:01","guid":{"rendered":"https:\/\/www.capgemini.com\/be-en\/?p=880587&#038;preview=true&#038;preview_id=880587"},"modified":"2025-10-30T06:31:22","modified_gmt":"2025-10-30T06:31:22","slug":"recognized-for-innovation-capgeminis-trailblazing-work-with-engie-and-salesforce","status":"publish","type":"post","link":"https:\/\/www.capgemini.com\/be-en\/insights\/expert-perspectives\/recognized-for-innovation-capgeminis-trailblazing-work-with-engie-and-salesforce\/","title":{"rendered":"Recognized for innovation: Capgemini\u2019s trailblazing work with Engie and Salesforce"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-blogs header-hero-blogs\"><div class=\"container\"><div class=\"hero-blogs\"><div class=\"hero-blogs-content-wrapper\"><div class=\"row\"><div class=\"col-12\"><div class=\"header-title\"><h1>Recognized for innovation: Capgemini\u2019s trailblazing work with Engie and Salesforce<\/h1><\/div><\/div><\/div><\/div><div class=\"hero-blogs-bottom\"><div class=\"header-author\"><div class=\"author-img\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/be-en\/wp-content\/uploads\/sites\/14\/2024\/05\/Katerina-Hubka.jpg?w=200&amp;quality=10\" alt=\"\" loading=\"lazy\"\/><\/div><div class=\"author-name-date\"><h5 class=\"author-name\">Katerina Hubka<\/h5><h5 class=\"blog-date\">16 Oct 2025<\/h5><\/div><\/div><div class=\"brand-image\"><\/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?=http:\/\/capgeminiucwe.develop\/?post_type=press-release&amp;p=179\" 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-tw\"><a href=\"https:\/\/twitter.com\/intent\/tweet?=http:\/\/capgeminiucwe.develop\/?post_type=press-release&amp;p=179\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-tw\"><\/i><span class=\"sr-only\">Twitter<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/shareArticle?=http:\/\/capgeminiucwe.develop\/?post_type=press-release&amp;p=179\" 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<h2 class=\"wp-block-heading\" id=\"h-i-m-excited-to-share-that-capgemini-has-been-recognized-with-a-2025-salesforce-partner-innovation-award-this-award-highlights-our-strong-ai-customer-service-expertise-across-industries-the-strength-of-our-partnership-with-salesforce-and-the-bold-outcomes-we-ve-delivered-together\">I\u2019m excited to share that Capgemini has been recognized with a 2025 Salesforce Partner Innovation Award. This award highlights our strong AI customer service expertise across industries, the strength of our partnership with Salesforce, and the bold outcomes we\u2019ve delivered together.<\/h2>\n\n\n\n<p>At Capgemini, <a href=\"https:\/\/www.capgemini.com\/be-en\/about-us\/technology-partners\/salesforce\/\">our partnership with Salesforce<\/a> is more than a strategic alliance \u2013 it\u2019s a shared mission to help organizations reimagine how they connect with their customers. Together, we bring the best of cloud, data, and AI to deliver experiences that are not only intelligent and scalable, but also deeply human.<\/p>\n\n\n\n<p>One story that truly embodies this spirit is our recent work with Engie M&amp;S Belgium, where we helped redefine customer service through Salesforce Agentforce.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-how-capgemini-and-engie-redefined-service-with-agentforce\"><strong>How Capgemini and Engie redefined service with Agentforce<\/strong><\/h3>\n\n\n\n<p>When Engie approached us, they had a clear and ambitious goal: make their mobile app the primary channel for customer service. They wanted more than a chatbot \u2013 they envisioned a conversational agent that could deliver real-time, actionable support, operate within strict AI guardrails, and serve customers in their native language, 24\/7.<\/p>\n\n\n\n<p>Their existing solution was limited to FAQs. Engie wanted to go further \u2013 enable customers to check balances, update payments, and receive personalized recommendations, all through a seamless conversational interface. And we had just three weeks to deliver a working prototype.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-our-approach-speed-innovation-and-partnership\"><strong>Our approach: Speed, innovation, and partnership<\/strong><\/h3>\n\n\n\n<p>To meet Engie\u2019s vision, we mobilized quickly. Our team at Capgemini designed an agile, phased strategy \u2013 starting with a rapid proof-of-concept and evolving through deep integration with Engie\u2019s systems.<\/p>\n\n\n\n<p>We leveraged Salesforce Agentforce, enhanced with Microsoft retrieval-augmented generation (RAG) and vector search, to ensure every customer interaction was precise, relevant, and actionable. By integrating with Engie\u2019s ERP systems, we enabled the agent to do more than just respond \u2013 it could execute customer care actions.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-the-results-customer-experience-redefined\"><strong>The results: Customer experience, redefined<\/strong><\/h4>\n\n\n\n<p>The impact was immediate and measurable:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>80%+  of client conversations handled by AI<\/li>\n\n\n\n<li>1,200+ daily interactions<\/li>\n\n\n\n<li>More than 70% autonomous case resolution<\/li>\n<\/ul>\n\n\n\n<p>What impressed me most was the speed to value \u2013 from concept to deployment in just three weeks. This wasn\u2019t just about deploying technology \u2013 it was about understanding Engie\u2019s customers, anticipating their needs, and delivering a solution that truly makes a difference.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-what-s-next-scaling-innovation\"><strong>What\u2019s next: Scaling innovation<\/strong><\/h4>\n\n\n\n<p>The success of this project is just the beginning. Engie is now exploring how to expand Agentforce across more services, deepen automation, and personalize experiences even further with generative AI.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-why-this-matters\"><strong>Why this matters<\/strong><\/h4>\n\n\n\n<p>This story is a testament to what\u2019s possible when partnership, purpose, and innovation come together. It reflects the strength of our partnership with Salesforce and our shared belief that customer experience should be intuitive, intelligent, and inclusive.<\/p>\n\n\n\n<p>At Capgemini, we\u2019re proud to help clients like Engie turn bold visions into reality. Because when we put the customer at the heart of everything we do, that\u2019s when true transformation happens.<\/p>\n\n\n\n<h5 class=\"wp-block-heading\" id=\"h-dreamforce-2025-this-is-what-customer-experience-really-looks-like\"><strong> Dreamforce 2025: This is what customer experience really looks like<\/strong><\/h5>\n\n\n\n<p>These achievements wouldn\u2019t have been possible without the dedication of our teams and the strength of our partnership with Salesforce. We brought these innovations to life at <a href=\"https:\/\/www.capgemini.com\/be-en\/news\/events\/dreamforce\/\">Dreamforce 2025<\/a>, where Capgemini was an Innovator Sponsor.<\/p>\n\n\n\n<p>From immersive demos to expert-led sessions, we showcased how Agentforce and AI-powered solutions are transforming customer experience across industries.<\/p>\n\n\n\n<p>Connect with me on LinkedIn if you would like to learn how we make it real for our clients.<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"section section--expert-slider wrapper-people-slider wp-block-cg-blocks-wrapper-people-slider undefined\"><div class=\"container\"><div class=\"content-title\"><h2 data-maxlength=\"34\" class=\"people-heading-title\">Author<\/h2><\/div><\/div><div class=\"slider slider-boxed\"><div class=\"container\"><div class=\"slider-window\"><div class=\"slider-list\">\t\t<div class=\"slide\">\n\t\t\t<div class=\"box\">\n\t\t\t\t<div class=\"row\">\n\t\t\t\t\t<div class=\"col-md-6 col-lg-4 box-img-wrapper\">\n\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/be-en\/wp-content\/uploads\/sites\/14\/2024\/05\/Katerina-Hubka.jpg\" alt=\"Katerina Hubka\"\/>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"col-md-6 col-lg-8 box-inner\">\n\t\t\t\t\t\t<div class=\"row title-social-media-header\">\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 mbl-social-icon\">\n\t\t\t\t\t\t\t\t<ul class=\"social-nav\">\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\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li><a aria-label=\"Linkedin\" target=\"_blank\" title=\"Opens in a new window\" href=\"https:\/\/www.linkedin.com\/in\/katerina-hubka-693b01\/\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><\/a><\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 box-container\">\n\t\t\t\t\t\t\t\t<div class=\"box-title\">\n\t\t\t\t\t\t\t\t\t<h3 class=\"people-profile-title\">Katerina Hubka<\/h3>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span>Global Salesforce Partner Executive<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 social-box-container dkt-social-icon\">\n\t\t\t\t\t\t\t\t<ul class=\"social-nav\">\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\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li><a aria-label=\"Linkedin\" target=\"_blank\" title=\"Opens in a new window\" href=\"https:\/\/www.linkedin.com\/in\/katerina-hubka-693b01\/\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><\/a><\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"people-info\">Katerina is an assertive mover and shaker, and a creative communicator with strong project, program, portfolio and people management skills.  With more than 20 years of expertise, Katerina has served as a leader in many roles across Capgemini, including in the Americas, Group Sales, Global Strategic Initiatives and Partners, and Group Marketing. \n \nKaterina brings her passion for building genuine relationships and driving mutually beneficial collaboration to our partnership with Salesforce. Stepping in to lead the partnership in 2024, she has been consistently delivering against goals in collaboration with stakeholders across Capgemini and the Salesforce ecosystem.<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div><\/div><\/div><div class=\"slider-nav\"><button class=\"slider-prev inactive\" aria-label=\"Slider-previous\" tabindex=\"-1\"><\/button><ul class=\"slider-paginator\"><\/ul><button class=\"slider-next\" aria-label=\"Slider-next\"><\/button><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"<p>Discover how Capgemini and Engie are transforming customer experience with Salesforce Agentforce. Join us at Dreamforce 2025 to explore the future of AI-powered service.<\/p>\n","protected":false},"author":388,"featured_media":1000001165836,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"cg_dt_proposed_to":[],"_eb_attr":"","cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"","cg_seo_hreflang_x_default_relation":"","_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"cg_dt_approved_content":true,"cg_dt_mandatory_content":false,"cg_dt_notes":"","cg_dg_source_changed":true,"cg_dt_link_disabled":false,"_yoast_wpseo_primary_brand":"633","_jetpack_memberships_contains_paid_content":false,"footnotes":"","featured_focal_points":"","jetpack_post_was_ever_published":false},"categories":[1],"tags":[],"brand":[633],"service":[],"industry":[90],"partners":[147],"blog-topic":[693],"content-group":[],"class_list":["post-880587","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized","brand-capgemini","industry-energy","partners-salesforce","blog-topic-gen-ai"],"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>Recognized for innovation: Capgemini\u2019s trailblazing work with Engie and Salesforce<\/title>\n<meta name=\"description\" content=\"Discover how Capgemini and Engie are transforming customer experience with Salesforce Agentforce. 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