Customer experience

The human experience of technology.

The world around us is changing rapidly and your customers’ expectations are changing, even faster. How can your business stay ahead in this customer-first world? By keeping your customers at the center of everything you do; offering them enjoyable, personal, and sustainable experiences through the human experience of technology.

As a business and technology transformation partner, we at Capgemini believe in the power of agentic AI to create intelligent, empathetic systems that adapt and respond to your customers’ needs in real time. By harnessing data and generative AI, we help pivot your business around your customers – delivering seamless, scalable, and human-centered experiences. With our global collective of strategic, tech, and industry experts and partners, we work with you to build and scale truly customer-centric solutions. Together, we bring the human experience of technology to life—where innovation meets intention.

This is what AI really looks like – intentional, responsive, and designed to elevate every interaction.

Digital customer experience

The human experience of technology

Client Stories

Breitling automates carbon emissions data management with the Salesforce net zero cloud solution

The luxury watchmaker partners with Capgemini and Salesforce to implement a platform that automates data management and visualization in order to better understand its carbon emissions while reducing the workload and increasing the data accuracy associated with these processes.

TAG Heuer introduces a new ecommerce ecosystem to drive online engagement

Working with Capgemini, TAG Heuer develops and rolls out a new ecommerce ecosystem that drives improved online sales and sets the company apart from other luxury watchmakers

Co-creating a high-class customer experience for Hunkemöller

Hunkemöller, one of the largest high-street lingerie brands in the Benelux and Germany, implements a system that consolidates all customer service agent activities into a single tool, seamlessly integrating the landscape

Ncell modernizes and streamlines its business spend management

In partnership with Capgemini, Ncell deploys various Coupa modules to speed up, streamline, and simplify its procurement processes to keep pace with growth

Wolters Kluwer transforms its sales and service organization

In partnership with Capgemini, Wolters Kluwer follows five critical steps to realize complete sales and service transformation

What we do

Connect your marketing

Marketing is entering its AI-native era. See what happens when you make intelligence the foundation of every interaction.

Our AI-Powered Connected Marketing ecosystem helps brands harness the potential of generative and agentic AI across strategy, execution, and operations to unlock exponential growth through timely, relevant, hyper-contextualized experiences.

Connect the experience through context

An experience that starts on one channel should continue seamlessly on any other, be it in-store, online, social ad or mobile app. Connecting these touchpoints through context—customer intent, behavior, preferences, and momentary needs—is the key to delivering effortless experiences.

With User Experience and Front-End Interactions (UX & FEI), a new AI-powered offer from Capgemini, organizations can connect touchpoints through context, blending intelligent front-end engineering with personalized content delivery to create meaningful, relevant, dynamic connections across channels, consistently and continuously.

Augment your customer service

First-time fix and time-to-resolution used to set the service standard. Now it’s the starting point for deeper engagement.

With Augmented Service, organizations can leverage AI to elevate both proactive and reactive service, resolving issues efficiently while transforming every interaction into an opportunity for closer connection.

Empower your sales force

Is your customer average order value lower than the benchmark? The reason why might not be that your sales teams are underperforming, but that they’re under-equipped.

With AI-Powered Sales for the Enterprise, organizations can leverage agentic CPQ solutions and AI sales assistants to augment and enhance human sales agents, driving 25% faster sales cycles, 30% productivity gains, and 2-4% margin recovery.

Realize your commerce potential

B2B shoppers don’t want to waste time browsing before they buy. They expect proactive, responsive experiences that anticipate their needs and adapt to their preferences.

With Commerce Realized, organizations can leverage generative and agentic AI to create intelligent systems that observe, reason, decide, and act, delivering hyper-personalized B2B experiences that drive transactions in the moment and support sustainable growth over time.

Reimagining customer experience: Human-led, AI-powered

Why customer experience is now a driver of growth, trust, and long-term value.

CMO Playbook

From complexity to clarity: How CMOs can reclaim marketing to build competitive edge.

Browse the playbook

Analyst recognitions

Everest Group

Capgemini has been named a “Leader” in Everest Group’s Marketing Services PEAK Matrix® Assessment 2025 report.

Gartner

Capgemini has been named a “Leader” in the 2025 Gartner® Magic Quadrant™ for Digital Experience Services.

Forrester

Capgemini has been named a Leader in The Forrester Wave™: Customer experience strategy consulting services, Q4 2024.

Research and insights

Capgemini Research Institute

Effective investment in generative AI for marketing

Meet our experts

With 22 years of consulting experience, Arnaud has been a transformative force since joining Invent in 2010. He contributed to the launch of the Customer Engagement practice in France (now frog), led DCX France, and managed the Automotive French Market Unit, before joining the global DCX team. Today, he accelerates business and tech transformation in CX globally, fostering AI innovation in marketing, sales, service, and commerce to help organizations deliver seamless, future-ready customer experiences for sustainable value.

Connect with us

First Name *

First Name is not valid.

Last Name *

Last Name is not valid.

Email *

Email is not valid.

Company *

Company is not valid.

Country

Country is not valid.

Phone *

Phone is not valid.

Your Message *

Your Message is not valid.

Expert title

Page URL

Slide to submit

Thank you for your submission. We will be in touch with you soon!

We are sorry, the form submission failed. Please try again.

With over 30 years of expertise in business and technology transformation, Alex has been instrumental in helping global brands reinvent their businesses and transform their customer experiences across numerous industries. Today, he leads a team of over 12,000 CX architects, consultants, and platform experts worldwide, harnessing advanced capabilities and technologies like AI to craft and deliver hyper-personalized experiences that drive growth, customer satisfaction, innovation, agility, and profitability for our clients.

Connect with us

First Name *

First Name is not valid.

Last Name *

Last Name is not valid.

Email *

Email is not valid.

Company *

Company is not valid.

Country

Country is not valid.

Phone *

Phone is not valid.

Your Message *

Your Message is not valid.

Expert title

Page URL

Slide to submit

Thank you for your submission. We will be in touch with you soon!

We are sorry, the form submission failed. Please try again.

“An outcomes focused CTO and Architect with 25 years’ experience. I spend most of my time working with our clients and colleagues on how to define, build, sustain or grow their technology footprint & capability to meet their key goals and aspirations. That includes anything and everything from strategy definition through to delivery, from board-level coaching to engineering and integration deep dives. My work usually involves solutioning across multiple CX and engagement domains – Marketing, Social, Commerce, Sales, Service and our broader Immersive Experiences and Data Driven CX portfolio.”

Connect with us

First Name *

First Name is not valid.

Last Name *

Last Name is not valid.

Email *

Email is not valid.

Company *

Company is not valid.

Country

Country is not valid.

Phone *

Phone is not valid.

Your Message *

Your Message is not valid.

Expert title

Page URL

Slide to submit

Thank you for your submission. We will be in touch with you soon!

We are sorry, the form submission failed. Please try again.

Chandra leads the Front Office transformation portfolio (marketing, sales and customer service) and serves banking and capital markets clients. He focuses his work on customer experience and helping financial institutions transform marketing, sales and customer service into more customer-centric organizations with an emphasis on experience strategy design, technology and data. Chandra has deep experience driving CX transformation for retail banks, payments companies, wealth management and capital markets firms.

Connect with us

First Name *

First Name is not valid.

Last Name *

Last Name is not valid.

Email *

Email is not valid.

Company *

Company is not valid.

Country

Country is not valid.

Phone *

Phone is not valid.

Your Message *

Your Message is not valid.

Expert title

Page URL

Slide to submit

Thank you for your submission. We will be in touch with you soon!

We are sorry, the form submission failed. Please try again.

Customer experience

The human experience of technology.

Digital customer experience

Client Stories

Breitling automates carbon emissions data management with the Salesforce net zero cloud solution

TAG Heuer introduces a new ecommerce ecosystem to drive online engagement

Co-creating a high-class customer experience for Hunkemöller

Ncell modernizes and streamlines its business spend management

Wolters Kluwer transforms its sales and service organization