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Data-driven customer experience

Only 39 percent of organizations successfully turn data-driven insights into sustained competitive advantage.

The formula for success is simple: Enterprise data + customer data = contextual data which leads to strengthened relationships, brand loyalty, and increased acquisition.

What does it mean to be a customer-first brand to your consumers? It means making everything feel personal, from the products customers buy to the services they use – and from the way products are designed to how employees speak to customers. Customer-first makes the painful feel painless, the complex seem simple, and every moment feel intuitively right. When customers feel valued, the brand feels valuable to them.  
 
Knowing what your customers want is a first step to successfully becoming a customer-first brand – and the answer is in the data. Firms are leaning in heavily to maximize these important insights and, while it has never been particularly easy to predict what customers will think and want at any given moment, taking steps to truly understand who they are and their wants, needs and desires is paramount in this immediate satisfaction culture. 

Data-driven CX

Build trust, transparency, and long-term relationships.

Data-driven customer experience empowers you to take full advantage of interconnected data while building trust, transparency, and long-term relationships.

    FILA transforms into an experience-driven retailer

    Leveraging new digital strategies helps the brand re-energize the customer journey with a seamless, API-led architecture

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    GE Healthcare optimizes medical equipment installation logistics with Salesforce CRM

    GE Healthcare works with Capgemini to introduce the SFDC Lightning Salescloud and improve the logistics of its medical equipment installation

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    Data driven decision-making helps the UK Department for Education to define future savings

    The Schools Commercial team works with Capgemini to better communicate the value of its pilot program of savings initiatives for schools

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    SingEx implements Salesforce Sales Cloud to move closer to full digitilization

    Through its partnership with Capgemini, SingEx transforms its customer and sales management processes to stay ahead of the curve

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      What we do

      Capgemini’s data-driven customer experience brings together all relevant customer-first and enterprise functions and related data into unified profiles that distinctively identify each customer and provide a personalized and unified view of their relationship with your brand.  
       
      Working in the real-time, the solution provides reliable, actionable insights from data all while preserving privacy. It transforms traditional Customer Data Platforms to embrace a dynamic program of customer experience and journey management – one that delivers personalized engagement across all customer touchpoints while anticipating each customer’s behavior and addressing their needs.

      Data-driven customer experience – meeting the needs of an experience economy

      Read more about how we help create conversations, build trusted relationships, and enable brands to provide personalized offers and recommendations, in turn delivering value to the brand and the end customer.

      Download our brochure

        New business models

        Is it possible to operate a business that meets the needs of people and planet while also making a profit?

        Capgemini Invent
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        Inventive brand experience

        Reimagining your brand to become better connected, more empathetic and more relevant.

        Capgemini Invent
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        Inventive shopping

        Focusing on the crucial question, what kind of retailer do your customers need you to be?

        Capgemini Invent
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        Inventive banking

        Defining your role to thrive in the highly disruptive environment of next generation digital banking.

        Capgemini Invent
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          Research and insights

          Report

          Smart Money: How to drive AI at scale to transform the financial services customer experience
          Point of view

          Connected customer platforms: End-to-end customer experience transformation to deliver value at speed for businesses and customers
          Report

          The age of insight: Why aren’t more consumer products and retail organizations tapping into the data goldmine?

          Expert perspectives

          Data and AI

          Data-driven CX is not what you think it is

          Naresh Khanduri
          Oct 6, 2022
          Data and AI

          Serendipity systems: architecting personalization systems at scale

          Neerav Vyas
          Nov 4, 2022

          Meet our experts

          Naresh Khanduri

          Vice President, Global Offer Lead Data-driven Customer Experience
          Naresh has been with group for more than 6 years now and has played multiple roles. In his current role as “Strategic Initiatives & Growth Lead – DCX” he is responsible for envisioning, designing and building strategic initiatives to help Capgemini differentiate and win in market place.

          Fernand Khousakoun

          Vice President, Digital Customer Experience Content & Marketing COE Leader
          Fernand has 24 years of experience working with customers to improve the Customer experience.

          Darshan Shankavaram

          Executive Vice President, Digital Customer Experience Global Practice Leader
          “I have close to 30 years of domain experience, with more than ten years within Digital and Mobile. I have led product concept-to-sell, business development, pre-sales, solutioning and technical implementation of CX transformation programs.”

          Padmashree Shagrithaya

          Head of AI, Analytics and Data Science
          “Managing multiple machine learning models, built by varied teams is a huge challenge. MLOps is a powerful approach to bring all the pieces together and reap larger organization-wide value from AI at scale projects.”

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