What is customer experience? Capgemini defines it as the combination of perceptions, emotions and reactions that a customer has while employing different channels to interact with a company’s environment, products or employees. The actions a consumer takes as a result of this interaction can make the difference between a company’s success or failure. In fact, the re-imagination of customer journeys and the smart automation of the underlying business processes are the cornerstones of our clients’ transformation programs.
This is where Capgemini’s partnership with Pega comes in. It equips our clients with the processes and automation they need to both design and enable a truly connected customer experience.