Driving a seamless customer experience

Innovation Nation | Autumn 2021 Edition | Click to Download

Anjali Pendlebury-Green, Global Head of the Digital Customer Operations Practice, Business Services Capgemini
Anjali Pendlebury-Green, Global Head of the Digital Customer Operations Practice, Business Services

Helping to reimagine your business operations

The world over, the global pandemic has been a source of massive and unprecedented upheaval. More than that, the disruption caused to our daily lives has created unique opportunities, and has highlighted the incredible ability for humans to adapt and evolve.

The greatest lesson the pandemic has taught us is the true value of meaningful and personalized connections – even when enabled solely through digital. When the streets fell silent and we were confined behind walls, our digital devices became the primary enabler of human connection. Young and old learnt to deliver the expanse of our emotions, experiences, sadness, and exhilaration through a single pane of glass – something that has remained with us.

The pandemic brought in the new age of “always on.” Being continuously connected is the new reality of our lives. Work-life balance has been replaced by work-life integration. We have become familiar with our colleagues’ pets and families. This “always on” is our new customer expectation paradigm. Our customers now expect to connect meaningfully, interact with our shopfront, and transact at the time, place, and channel of their choosing.

The age of data also gained more depth and velocity as the shopfront and interactions moved online. Customer insights are now the fuel of marketeers. Data also helps us to be intentional and purposeful in matching technology with the needs of our customers.

Capgemini’s Digital Customer Operations suite of offers takes its inspiration from the lessons of the pandemic. Capgemini’s vision of customer operations combines a human-digital hybrid that enables the “always on” lifestyle and embodies the spirit of the digital-native customer. Keeping the customer first, we have crafted three offers that integrate humans and machines to deliver end-to-end services covering Digital Customer Interactions, Connected Marketing Operations, and Digital Sales Operations. With these, we cover the customer lifecycle of attraction, delight, and retention.

With this in mind, our autumn 2021 edition of Innovation Nation focuses on how at Capgemini we enable more meaningful and frictionless relationships between our clients, their front-line staff and their customers. The articles and interviews you’re about to read not only celebrate the importance of building meaningful connections with the people around us, but how Capgemini is enabling that journey in a better, more personalized way.

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Digital Customer Operations

Implementing a frictionless customer experience

Anjali Pendlebury-Green talks to Robert Brillhart on how Capgemini’s Digital Customer...

A perspective on seamless customer operations

Customer experience and acquisition are among organizations’ top three priorities

Digital CX – delight the customer first

Capgemini is helping our clients achieve and sustain a more meaningful, productive...

Patients first – digital transformation in healthcare

Digitalizing healthcare is driving frictionless patient, member, and customer experience...

Digital marketing operations – where everybody knows your name

Agile, data-driven digital marketing operations drives enhanced customer experience at scale...

Driving a smart and seamless sales experience

Deepak Bhootra (GTM Lead, Digital Sales Operations) talks to Innovation Nation about how...


2020/2021 review of our first year on our road to net zero

In July 2020, we announced a strengthened commitment to sustainability with a new ambition to...

Big conversations for a sustainable future

One leader. One hour. One circle. One global movement – Capgemini’s new global campaign to...

Sustainable IT – attention needed

Advances in technology means environmental challenges are likely to intensify. Few...

Calculating carbon impact for Capgemini’s clients

As a leader in sustainability, Capgemini’s Client Carbon Impact Calculator drives proactive...

Capgemini colleagues pledge to Restore Our Earth

Restore Our Earth – the theme for Earth Day 2021 – focuses on how green technology and...

Expert Insights

Boomi enables enhanced outcomes in cash and collections

Capgemini’s AI-enabled order-to-cash solution leverages Boomi’s data orchestration platform...

Want digital transformation success? Then preparation is key…

Simplifying digital transformation happens in two key areas. Taking stock of how your current...

Successful AI implementation made simple

When implementing AI, you need to walk before you can run. But what does process optimization...

The emotional rollercoaster of procurement

Understanding your buyers’ journey enables you to drive process compliance and guide your...


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