Digital Customer Interactions

Drive enhanced engagement and loyalty through delivering a frictionless customer experience

DCI Digital Customer Interactions Outcome graphics

Deliver enhanced customer experience excellence through frictionless customer interactions

Capgemini’s Digital Customer Interactions solution puts your customers at the center of your business, delivering a digitally-augmented yet human-centric experience on behalf of your organization.

Our offer is a next-generation digital contact center service solution that leverages AI augmentation to deliver a persona-influenced service design that integrates humans and machines. This enables you to drive a more meaningful, emotive, and frictionless relationship with your customers. Our committed enhanced business outcomes include:

  • A personalized customer experience – an aligned, cross-generation contact experience strategy that creates a virtuous circle of satisfied customers that help your business grow within the context of the “new normal”
  • An omnichannel customer journey – leverage digital-first customer interactions across a range of channels, including phone, email, chatbots, social media, self-service platforms, and user portals
  • An improved Net Promoter Score – increased customer satisfaction scores enhance your brand value and loyalty
  • Enhanced customer engagement – meaningful customer conversations across digital channels.

Each brand is unique, and each customer segment has different needs and expectations:

Reshape your customer journeys by leveraging a human-digital mix

Our offer leverages human interaction design, organizational design, and scalable AI-enabled tools to reshape and streamline your customer promise, including:

  • Human-integrated digital-first approach
  • Customer journey orchestrator
  • Strategy and insights-led service design.

Digital Customer Interactions drives synergies across your upstream and downstream process value chain. This drives smooth customer interactions, helping you transition to – what we call – the Frictionless Enterprise.

The Frictionless Enterprise-blockchain for the supply chain

Contact Business Services

To learn more about how Capgemini’s Digital Customer Interactions helps you deliver a superior, frictionless customer experience, contact: businessservices.global@capgemini.com