Digital Customer Interactions

Deliver enhanced customer experience excellence through frictionless customer interactions

Capgemini’s Digital Customer Interactions solution puts your customers at the center of your business, delivering a digitally-augmented yet human-centric experience on behalf of your organization.

Our offer is a next-generation digital contact center service solution that leverages 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 aligned, cross-generation contact experience strategy that creates a virtuous circle of satisfied customers that help your business grow within the context of the “new normal”
• An omnichannel customer journey – leverage digital-first customer interactions across a range of channels, including phone, email, chatbots, social media, self-service platforms, and user portals
• An improved Net Promoter Score – increased customer satisfaction scores enhance your brand value and loyalty
• Enhanced customer engagement – meaningful customer conversations across digital channels.

Each brand is unique, and each customer segment has different needs and expectations:

• Digital Customer Operations for Healthcare – drive frictionless patient and member interactions to reinvent customer experience for the healthcare industry.

Reshape your customer journeys by leveraging a human-digital mix

Our offer leverages human interaction design, organizational design, and scalable AI-enabled tools to reshape and streamline your customer promise, including:

• Human-integrated digital-first approach
• Customer journey orchestrator
• Strategy and insights-led service design.

Digital Customer Interactions drives synergies across your upstream and downstream process value chain. This drives smooth customer interactions, helping you transition to – what we call – the Frictionless Enterprise.

Contact Business Services

To learn more about how Capgemini’s Digital Customer Interactions helps you deliver a superior, frictionless customer experience, contact: businessservices.global@capgemini.com

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