CUSTOMER

We bring the methodology, the minds and the experience to help you make innovation a continuous discipline. Our  Applied Innovation Exchange ecosystem, is adept at translating your innovation roadmaps into the bite sized scalable use cases you can land at pace. Our customer experience experts help you define compelling experiences at every customer touchpoint, re-inventing how you deliver value across marketing, sales, commerce and service, to guide your customer-led business transformation. ​

Our creative agencies specialise in experience and service design. By placing the customer at the epicentre, they help you deliver more holistic, and meaningful experiences that improve engagement, loyalty, and brand recognition.​ Our world leading insight & analytics service provides the tools to help you understand your customer experience; bringing structure and meaning to the voice of your customers, so you can make decisions that meet their needs.​

We blend experience across innovation, customer and operations to imagine, design, pilot and deliver new and exciting omni-channel shopping experiences, re-positioning and the role of the physical store in the customer journey.​ Our specialist commerce capability delivers exceptional unified commerce experiences across channels and devices. Helping retailers craft and execute successful strategies, which can be continually optimised for success.​ Our digital factories provide squads of expert developers and engineers, who will support you to move swiftly and respond to customer demand; delivering high quality solutions faster, with reduced cost and risk.

Shape The Future

With change being the new norm, retailers must continually re-invent themselves; striving for new ways to excite customers and capture their imaginations. We believe the critical components of this are; business model innovation and operating model agility, enabled by digital and cloud technologies.  We bring the method, build the models, and assemble the minds to make innovation a predictable driver of sustainable and profitable growth for the world’s most ambitious retailers.

Build meaningful engagement & sustained loyalty

Retailers need to create tailored interactions, investing in capabilities which drive emotional engagement and create meaningful experiences across physical and digital channels. We believe the key to keeping customers coming back is through more holistic and sustainable human loyalty experiences, powered by in-depth customer data. We help retailers define and deliver the future capabilities they need to deliver this; from smarter AI and analytics to leveraging CRM, offer management and marketing platforms.

Accelerate New Ways to Shop

Successful retailers understand technology is changing the way customers interact with and buy products; bringing easier access to products, profound experiences and convenience. We believe retailers must continually evolve the shopping experience to exceed customer expectations; creating  a meaningful yet consistent brand experience across all channels. We help our clients re-define and deliver the future shopping experience, through a customer-led business transformation, by reimagining and operationalising shopping experiences.

Examples of our work

Meijer – Meijer was looking to leap frog from a traditional store based proposition with transactional relationships to customers, to become a true omnichannel retailer, engaging customers with deeper insight and greater personalisation. We helped Meijer to arrive on a vision, create a roadmap and shape the business case & programme for the transformation. We are proud to have been a key partner in the design, build and launch of omnichannel commerce, personalised loyalty & marketing and customer insight and analytics capabilities that have transformed the business.

McDonalds – At McDonalds we take on full accountability for end to end service delivery of its restaurant and digital technology services. We have jointly designed and established a model where Capgemini’s success is tied to that of McDonald’s. Specifically to tangible business outcomes such as a delivering mobile order and payment capabilities into 10000 restaurants in the first year, we deliver these outcomes through an ecosystem of partners and niche vendors, as driven by the needs of McDonalds.

John Lewis – John Lewis had a vision for a new kind of insurance. One that proactively avoids major accidents and turns insurance on it’s head. Together, we designed the future customer experience and created the blueprint for a beta business. Using a lean start-up approach we developed a deeper understanding of customer needs through product experimentation, which enabled the rapid build of a market-ready product. Resulting in the launch of a new Home Assurance package, which uses smart devices to prevent damage, provides 24/7 emergency response and insures the home.

Dunkin’ Donuts – Dunkin’ Donuts was under fierce competition and tasked Fahrenheit 212 to design a frictionless future for their customers. Our strategy focused on owning the “middle ground” between sit-and-stay coffee shops, and grab-and-go convenience stores, a segment Dunkin’ was uniquely positioned to own. Together we designed an omni-channel experience which allowed customers to choose how they wanted to engage. We enabled the experience through a mobile-order, pickup-only drive-thru concept that eliminated friction and boosted throughput, whilst pushing adoption of the digital app.