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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. 

    A new era of customer experience with Generative AI

    Empower the next level of CX engagement

    Transform your organization

    In today’s rapidly evolving landscape, data and AI have become paramount in the effort to anticipate

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

      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.

      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.

        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

        Inventive brand experience

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

        Capgemini Invent

        Inventive shopping

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

        Capgemini Invent

        Inventive banking

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

        Capgemini Invent

          Expert perspectives

          Meet our experts

          Alexander Fritsch

          Vice President at Capgemini Invent Sweden-Finland
          With 25+ years of experience, Alexander Fritch is Vice President at Capgemini Invent Sweden and Finland. He is an experienced project, program, and business unit manager with extensive knowledge of digital, data & analytics strategy, transformation and service delivery across CRM and much more.

          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.”