Customer Experience

You. At Scale.

What is Customer Experience (CX)?

Customer Experience is a combination of the perceptions, emotions and reactions that a customer has while employing different channels to interact with a company’s environment, products or employees.

CX is not just about “customer centricity”. It is about finding the right balance between customer expectations and business expectations.

CX is about delivering value at speed for both business and customer alike. It has direct impact and influence on a customer’s brand sentiment.

What is our approach to CX?

Our approach to customer experience is personal rather than personalized. Empathizing as well as analyzing. Putting the “You” first, every time. We’re embracing humanity, sensitivity, and intuition to invent new experiences. These are grounded in rigorous analyses and cutting-edge technologies, for customers’ experiences to be as personal as they are effective – experiences that build relationships, one interaction at a time.

Any touch point, any context, any time.

How do we help our clients improve their CX?

To make this possible we orchestrate designers, business consultants, data and technology experts to manage the whole life cycle of our clients’ customers. We design, enable and support end-to-end transformation across the entire enterprise of our clients. At scale.

We empower our clients to constantly adapt their people, organization and system in order to deliver value at speed for both their customers and their business.

We call it: You. At Scale.

Expanding capabilities to get the benefits of specialization and collaboration in the pursuit of sustainable competitive advantage for our CX clients.

 

Analyst recognition

Gartner’s Magic Quadrant for CRM and Customer Experience Implementation Services

Capgemini named a Leader in Gartner’s 2020 Magic Quadrant for CRM and Customer Experience Implementation Services. Capgemini’s approach to customer experience is personal rather than personalized, empathizing as well as analysing, and putting the “You” first, every time. We’re embracing humanity, sensitivity, and intuition to invent new experiences. These are grounded in rigorous analyses and cutting-edge technologies, for customers’ experiences to be as personal as they are effective – experiences that build relationships, across any touch point, context or time.

Gartner Critical Capabilities for CRM and Customer Experience Implementation Services, Worldwide - 19 July 2019

Capgemini is a good choice for the implementation of CRM technology. It has practices that support all the major CRM platforms (Salesforce, Oracle CX, SAP C/4HANA, Pegasystems, Adobe and Microsoft Dynamics) and is now among the strongest for CRM technology implementation projects. Capgemini is also a good fit for projects requiring strategy consulting, particularly when close collaboration is required.

The Forrester Wave™: Salesforce Implementation Partners 2019

Today, Capgemini has broad capabilities across the whole Salesforce portfolio and offers a range of services across design, consulting, and technology. Capgemini brings a broad portfolio of services, including innovation and experience design, Salesforce technology expertise, and extensive operational and technology resources. Significant acquisitions in recent years have driven rapid expansion.

Are you looking for more customers? Or, do you want to better understand your current customers - for example what do they care most about, and how do you drive higher engagement with them? Do you have a desire to personalize experiences across channels? We can help you with strategy and ideation of complex marketing campaigns, streamlining the process of launching campaigns, improving the results of your loyalty campaign and much, much more.

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Connect with our CX experts

Darshan Shankavaram

Darshan Shankavaram is an Exec. VP and Leader of Global DCX Practice at Capgemini, India. As a part of his role, Darshan is globally responsible for defining, building and delivering Capgemini’s Digital Customer Experience portfolio, in the areas of Marketing, Sales, Service and Commerce. Darshan has > 25 years of industry experience, with more than 10 years in Digital and Mobile, with vast knowledge in the CX domain, business consulting and technical implementation.

Fernand Khousakoun

Expert in Business Process Management

Térence Goudriaan

Expert in Customer Experience, Digital Customer Experience, Digital Transformation

Naresh Khanduri

Digital Commerce solution, Innovation and Strategy

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