Capgemini Data-driven CX

Insights Activated. Realtime Personalization.

Anticipate to win

To win the hearts and minds of today’s customers, organizations need to go beyond the capabilities of traditional Customer Data Platforms (CDPs). Enterprises must embrace a dynamic program of customer experience and journey management – one that delivers personalized engagement across all customer touchpoints while anticipating each customer’s behavior and addressing their needs.

This must be done in real-time, so these impactful experiences are delivered when they’re needed, seamlessly across all channels. And, this must encompass the entire enterprise ecosystem – building on a CDP’s traditional arena of marketing to also include sales, e-commerce, point-of-sale, customer service, R&D, production, supply chain, shipping, and last-mile delivery.

AI and analytics make it happen

An organization’s CDPs are valuable assets, but they can only do so much. Capgemini Research Institute’s CMO Playbook recently revealed current metrics on organizations’ ability to harness the benefits from data.

Take full advantage of interconnected data

Capgemini Data-driven CX is the solution that empowers enterprises to take full advantage of interconnected data while building trust, transparency, and long-term relationships. It brings together all relevant customer-first and enterprise functions and related data into unified profiles that distinctively identify each customer and provide a personalized, global view of their relationship with an organization’s brand. It does this in real-time, turning data into more reliable, actionable insights while preserving privacy and ensuring compliance with all relevant regulatory requirements.

Data-driven CX augments CDPs with AI and analytics capabilities to help enterprises become data masters that can:

 

Enabling better results

With Capgemini Data-driven CX, we are ready to help organizations reap results in customer growth, loyalty rates, market share, lifetime value, service levels, and Net Promoter Scores. We support our clients through every step of the process – from creating the strategy and operating model to selecting the best mix of technology components and data platforms to implementing the solution, training those who use it, and measuring its effectiveness.

Let us know how we can help your enterprise to activate its data to deliver real-time personalization and superior customer engagement.

Data-driven CX - POV

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