Intelligent Customer Operations

Drive a frictionless customer experience across your organization by implementing a scalable, cloud-based, omnichannel platform that puts your customers at the center.

Our Intelligent Customer Operations solution offer leverages a human-centric design approach that integrates humans and machines to deliver a digital, AI-infused ecosystem of connected, persona-influenced services and platforms.

Our solution this enables you to drive a more meaningful, productive, and frictionless relationship between your customers and employees, delivering enhanced business value across three main areas: Intelligent Customer Interactions, Connected Marketing Operations, and Digital Sales Operations..

What we do

Deliver frictionless, digitally-augmented global marketing operations.

Capgemini’s Connected Marketing Operations solution delivers frictionless, digitally-augmented, data-driven marketing operations that drives a more agile connections and seamless experience with your customers. This is critical in transforming your business, shaping new consumer values, and driving sales.

Our next-generation digital marketing solutions leverage innovative marketing technologies to enrich your digital strategy with relevant insights and data, maximize your campaign and channel reach, and drive operational excellence and efficiency across your marketing function.

This drives a range of enhanced business outcomes, including 50% reduction in cost of operations, 35% increase in lead conversion rate, 50% increase in customer reach, and 30% faster speed to market.

Drive enhanced engagement and loyalty through delivering a frictionless customer experience

Our Intelligent Customer Interactions solution puts your customers at the center of your business. Our goal is to deliver a digitally-augmented yet human-centric experience on behalf of your organization.

Our solution is a next-generation digital contact center service solution leveraging AI augmentation to deliver a persona-influenced service design that integrates humans and machines. This enables you to drive a more meaningful, emotive and frictionless relationship with your customers.

Our committed enhanced business outcomes include a personalized customer experience, an omnichannel customer journey, an improved Net Promoter Score, and enhanced customer engagement.

Implement a touchless, data-driven, omnichannel sales journey tailored to your market segments

    Intelligent Customer Operations for Healthcare

    Drive frictionless patient and member experiences

    Intelligent Customer Ops for Healthcare: Life Sciences and Med-Tech

    Drive frictionless patient and customer experiences

    Intelligent Customer Operations for Tech Product Support

    Drive frictionless customer experiences across product and technical support operations

    Intelligent Customer Operations Powered by Amazon Connect

    Drive frictionless, omnichannel customer experiences with Amazon Connect

      Expert perspectives

      Customer experience

      How a few operators have changed customer communication forever

      Yannick Martel
      22 Apr 2022
      Customer experience

      Make virtual experiences tangible with immersive technology

      Darshan Shankavaram
      20 Jun 2022

      Meet our experts

      Anjali Pendlebury-Green

      Global Head of the Intelligent Customer Operations Practice, Capgemini's Business Services
      I am an expert in the field of HR Outsourcing and HR Transformation, specializing in delivering HR solutions that leverage global outsourcing platforms, leading edge technology, stack offers and process standardization. I have led award-winning HRO teams for large multinational companies with a special focus on the manufacturing sector.

      Robert Brillhart

      Digital Customer Operations Practice Lead