Intelligent industry

Intelligent products and services: unlock the opportunity of a connected business

Progress in digital technologies and rapidly evolving customer demand have led to a new level of interconnectivity, driven by advanced software and unprecedented volume and quality of data.

Fueled by data, a product can be connected interactively with a broader ecosystem offering enhanced CX, optimized product performance and services, agile supply chain, and delivering new sources of value more sustainably, helping organizations to transition to “solution-provider” status. We call these smart, connected, software-enabled products intelligent products and services, and explore the topic in depth in our newest Capgemini Research Institute report, Intelligent Products and Services: Unlock the Opportunity of a Connected Business.
There are many concerns around how organizations can utilize and benefit from intelligent products and services. To address these questions, we surveyed 1,000 organizations globally in automotive, medical technology, consumer products, industrial and capital goods, hi-tech manufacturing, and energy and utilities.  These organizations all have either a well-defined or work-in-progress vision and strategy for intelligent products and services. To complement the quantitative insights, we also conducted in-depth interviews with representatives of traditional sectors as well as digital-native firms.
We found that despite the benefits that early adopters of intelligent products and services are seeing, the majority of organizations still lack the planning and capabilities to manage this trend, with many yet to move beyond pilots and proofs of concept. Just 7% of organizations have implemented use cases at scale across business units or geographies, and only 35% of those surveyed currently offer intelligent services. Through our research, we highlight several roadblocks that are impeding organizations’ growth in this area.
In order to harness the full potential of intelligent products and services, organizations must put customer experience and outcomes at the heart of intelligent design and operating models. Further, traditional legacy systems must give way to a more service-oriented architecture. Organizations should invest in comprehensive data-management systems and data-analytics capabilities to build profitable service-based business models and generate competitive advantage. And finally, organizations must take a “toe-in-the-water” approach: build only a few use cases at one time and test those out before scaling. In this report, we focus on four key questions for organizations that will help them best take advantage of the shift towards intelligent products and services, concluding with key recommendations for organizations in terms of closing the maturity gap and scaling intelligent products and services portfolios.
To read more about intelligent products and services and how they can allow an organization to unlock the opportunity of a connected business, download the report.

Intelligent products and services

New value creation is emerging from smart products and service innovation across every industry. 

Expert perspectives

Data and AI, Innovation, Intelligent industry, Technology, Trends

The new generation of privacy preserving technologies

Jun 15, 2022

Client stories

Meet our experts

Nicolas Rousseau

Chief digital and manufacturing officer, Capgemini Engineering | Group Offer Leader, Intelligent Products & Services | Executive Vice-President
Nicolas Rousseau enables the intelligent industry. He brings his holistic view on technologies and business to work with companies to successfully imagine, build and operate new products and services. He has helped businesses transform, orient their R&D, reinvent their manufacturing and run customer experiences across the globe, in all industries.

Lisa Mitnick

Executive Vice President, Capgemini Invent
Lisa Mitnick is Executive Vice President at Capgemini Invent and serves as Global Offer Leader for Intelligent Products & Services, helping companies identify and drive new revenue streams through business model innovation and adopting connected products and services.

Roshan Gya

CEO of Capgemini Invent
Roshan Gya was appointed CEO of Capgemini Invent, the digital innovation, consulting and transformation brand of the Capgemini Group, in January 2023. He is a member of the Group Executive Committee.

Martine Stillman

Vice President of Engineering, Synapse Product Development
I lead a team of engineering experts at Synapse, whose mission is to develop innovative solutions to our clients’ toughest problems. Using multidisciplinary teams, we build products and complex systems that have a positive impact on people and the planet. I’m an architect in Synapse’s Sustainable Design and Lifecycle Assessment practice and am deeply involved in our Climate Tech and CDR portfolio.

Geoff McCleary

Vice President, Global Connected Health Lead, Capgemini
As the VP Global Connected Health Lead at Capgemini, I help healthcare and life sciences leaders turn their connected health efforts into value-driving enterprises. I have over 25 years of experience in leading digital innovation, strategy, and marketing for global clients across the health ecosystem, from pharma and biotech to providers and payers.

Jean-Marie Lapeyre

EVP and Chief Technology & Innovation Officer, Global Automotive Industry
Jean-Marie Lapeyre works with automotive clients to develop and launch actionable technology strategies to help them succeed in a data and software-driven world.

Adrian Penka

Vice President – Head of Smart Products & New Business Models, North America

    Stay informed

    Subscribe to have the latest report from the Capgemini Research Institute delivered direct to your inbox.