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..

    SunPower redefines its customer experience for the digital age

    Read more

      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 40% reduction in cost of operations, 40-50% increase in lead conversion rate, 30% increase in customer reach, and 20% faster speed to market.

      Read more
      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.

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

      Our Empowered Sales Operations solution delivers frictionless, digitally augmented, data-driven sales operations that drives competitive advantage across your business.

      Our next-generation digital sales solutions leverage innovative technologies and sales systems to integrate, streamline, and optimize sales touchpoints and processes across the lead-to-order lifecycle – delivering accurate, easy-to-access data, enhanced sales support, and data-driven sales analytics.

      Our committed enhanced business outcomes include reduction in turnaround time, improvement in win-rate, increase in time returned to sales, and improvement in net promoter score.

      Read more

        Intelligent Customer Operations for Manufacturing

        Driving frictionless customer interactions across your manufacturing operations

        Read more

        Intelligent Customer Operations for CPR

        Driving frictionless customer interactions across CPR

        Read more

        Intelligent Customer Operations for Healthcare

        Drive frictionless patient and member experiences

        Read more

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

        Drive frictionless patient and customer experiences

        Read more

        Intelligent Customer Operations for Tech Product Support

        Drive frictionless customer experiences across product and technical support operations

        Read more

        Intelligent Customer Operations Powered by Amazon Connect

        Drive frictionless, omnichannel customer experiences with Amazon Connect

        Read more

          Research and insights

          Point of view

          Sustainable procurement – a pathway to responsible business operations
          Point of view

          Ramping up customer experience (CX) – from interaction to engagement
          Customer First

          CUSTOMER EXPERIENCE

          Your customers are unique. Different needs, different expectations, different preferences.

          Read more

          Meet our experts

          Robert Brillhart

          Global Head of Intelligent Customer Operations

          Abha Singh

          Senior Director, Capgemini Business Process Outsourcing
          Abha drives large transformation and consultative sales, presales, and marketing projects for Capgemini’s clients, bringing innovation into the core of every area of her work.

          Deepak Bhootra

          GTM Lead, Empowered Sales Operations, Capgemini’s Business Services
          Deepak Bhootra is an established executive with two decades of global leadership experience. He delivers process excellence and sales growth for clients by optimizing processes and delivering seamless business transformation.

          Scott Manghillis

          Business Transformation Manager
          Scott Manghillis helps clients transform their technology into digital, omnichannel, personalized solutions.