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Customer first, banking and capital markets

Banking customers have spoken. They expect accessible, personalized services tailored to their individual needs and lifestyles. Ready to unlock the power of customer-centricity?

In today’s digital age of constantly evolving technology, banking customers crave personalized experiences across all platforms, inspired by the many other interactions they encounter daily. New, light-weight competitors are taking lead , not in the traditional fields of products and services, but by offering better experience. How can banks compete in this new landscape?

Banks need to shift from product-centric to customer-centric models—foster continuous engagement with their customers that creates intimacy, trust, and loyalty.

Capgemini helps banks craft powerful journeys that deliver your customers the outcomes they want. With a customer-centric channel strategy and a reimagined trust architecture, banks can go beyond Return on Investment (ROI), and benefit from a true return on engagement (ROE).

Our four-pillar customer-centricity framework powered by data, automation, and AI, helps you optimize growth, experience, brand, and loyalty across your marketing, sales, and contact centre organizations—ensuring you always put your customers first.

    World Wealth Report 2024

    Intelligent strategies for winning with the ultra-wealthy: Bridge wealth management and family office strengths to fuel growth.

    2024 Partner of the Year

    Capgemini was presented with the Pega Partner of the Year Award and Communication Award in recognition of digital transformation.

    World Retail Banking Report 2024

    Intelligent banks do more with less: Take an efficiency leap with frictionless, personalized banking

      What we offer

      Empower your marketing teams to deliver contextual and personalized experiences that your customers expect.

      We help banks and financial services firms leverage data-driven insights to build authentic journeys across all stages of customer lifecycle while navigating the complexity of regulatory landscape.

      Your contact center is the voice of your firm – where customers bring their questions, their fears, their ambitions and ultimately, their loyalty.

      Learn how a people-focused approach combined with cloud, omnichannel, self-service, and advanced AI/cognitive capabilities will deliver value and revenue, and inspire trust with every interaction.

      Transform the way your firm approaches sales – make it more efficient, data–driven and more profitable.

      We are here to help you in harnessing the power of technology to drive growth by enhancing customer engagement and devising marketplace strategy to optimize sales effectiveness.

      Client stories

      Becoming more customer-centric with personalized offer management

      A leading bank transformation: plan, build, and implement end-to-end offer management platform leveraging Naehas and Adobe solutions, powered by AI.

        Designing an award-winning banking and investment experience for Odeabank

        Building and launching an all-encompassing, best-in-class banking super-app.

          International banking group grows customer engagement with investment research platform

          Revenue growth driven by attracting more customers through a customer-centric digital research platform.

            Streamlining customer and user experiences for a leading financial institution

            Developing a new service experience review methodology that helped unlock opportunities to reduce costs and improve customer service.

              BNP Paribas: Inventing tomorrow's bank through innovation

              Powering up a dedicated in-house innovation and acceleration center.

                Expert perspectives

                Customer experience

                Creating a loyal experience for customers in banking

                Vinay Patel
                Sep 25, 2024
                Customer experience, Technology

                Precision in personalization: The power of BPM platforms

                Dinesh Karanam
                May 29, 2024

                Meet our experts

                Nilesh Vaidya

                Global Head of Banking and Capital Markets

                Chandramouli Venkatesan

                Vice President – Portfolio Development Lead – Digital Front Office Transformations | Banking and Capital Markets
                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.

                Vinay Patel

                Senior Director, Contact Center Transformation Leader
                Banking and Capital Markets sector are focused on delivering a customer-centric contact center leveraging a customer experience hub to  optimally engage customers across interactions.
                Alok Benjwal

                Alok Benjwal

                Vice President, Insights and Data, Banking and Payments
                Alok is a seasoned executive with more than 2 decades of experience in customer analytics, digital marketing, marketing and journey optimization, personalization and advanced data science

                Rajesh Iyer

                Global Head of AI and ML, Financial Services Insights & Data
                Rajesh is the Global Head of AI and ML for Financial Services. He has almost three decades of of experience in the Financial Services Industry, working with Fortune/Global 500 clients seeking to maximize the value of investments in their Enterprise Data and AI programs.

                  Partners

                  Learn more

                  Customers flock to brands they love – brands that have a sense of purpose, are innovative, engaging, and put their customers first.

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