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Customer Experience

The human experience of technology.

The world around us is changing rapidly and your customers’ expectations are changing, even faster. How can your business stay ahead in this customer-first world? By keeping your customers at the center of everything you do; offering them enjoyable, personal, and sustainable experiences through the human experience of technology.

As a business and technology transformation partner, we at Capgemini believe technology can create intelligent, empathetic connections that use data and generative AI to pivot your business around your customers, helping you deliver great customer experiences— seamlessly and at scale.

With our global collective of strategic, tech, and industry experts and partners, we work with you to build and scale truly customer-centric solutions – delivering the human experience of technology.

Client stories

What we do

Empower the next level of CX engagement

We’re entering new frontiers of customer experience and moving to an era of experience empowerment. We believe the generative AI is a tool that can not only enable efficiency and enhanced creativity, but it can significantly empower both customers and employees.

Immersive experiences can give your customers and employees the ability to do what they may not have been able to do – or do things in a unique way. 

Immersive experiences can effectively provide superpower-like capabilities and experiences to customers, employees, and other users. Technology is the enabler. Feel the power of Immersive Experiences.

Today’s brands must adapt to truly connect to rapidly changing customer and employee experiences.

With real-time insights into your customer expectations, you can connect and engage with your audience at the right moment with contextual and personalized experiences – while building relationships that last.

Why is your customer average order value lower than the benchmark?

Find out how to increase your sales, expand the range of channels people use, build long-term B2B relationships, and turn your average salespeople into star performers.

Everyone loves great customer service.

You can benchmark your contact center operations, evaluate the efficiency of field service programs, and use AI to improve performance, so you can make (and keep) customers happy. And you can reduce your cost-to-serve at the same time. Service excellence builds brand loyalty and advocacy.

Customers expect brands to engage with them on their terms.

They expect personalized, memorable, engaging and seamless experiences across the entire customer journey. Make your supply chain, order-to-quote, new channels, in-store trade, D2C, and online business work together seamlessly. Give yourself ambitious new growth targets – and achieve them.

Drive a personalized customer experience with data.

To truly win the hearts and minds of your customers, you need to go beyond traditional CDPs and deliver a holistic approach to orchestrate a dynamic, interconnected customer experience powered by data. 

Drive a frictionless customer experience across your organization.

To do this, implement a scalable, cloud-based, omnichannel platform that puts your customers at the center.

    The digital customer experience foundry

    Transforming customer experiences through innovation and collaboration

    Smart mobility connect

    Empowering OEMs to create the mobility ecosystem of the future designed with people at heart.

    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

    Inventive insurer

    Delivering the next generation of digital insurance business models.

    Capgemini Invent

    Inventive telecoms

    It’s time to switch your business strategy model from traditional products to next generation smart connected products and services. 

    Capgemini Invent

      Leader ranking

      Capgemini recognized as a ‘Leader’ in Customer Experience Strategy Consulting Practices 2022 report by independent research firm

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      Meet our experts

      Darshan Shankavaram

      Executive Vice President, Digital Customer Experience Global Practice Leader
      Darshan is globally accountable for directing and building the Capgemini Group’s capabilities, delivery, service and portfolio for its 25,000 strong Digital Customer Experience (DCX) Practice. He has over 30 years of industry experience, including 15 years in Digital and Mobile. With his vast knowledge of business consulting, domain, and technical implementations, he has successfully led many large CX transformation programs.

      Alex Smith-Bingham

      Executive Vice President, Group Offer Lead for Customer First; Digital Customer Experience Lead for UK
      “Customer Experience covers all the support and help our clients need between them and their customers. This will range from changing their purpose, their propositions, new capabilities in sales/service/marketing and commerce, immersive experiences, new operating models, and new ways of working and ecosystems. We harness our global capability in strategic innovation (frog), business consulting, DCX solutions, Insight & Data and run operations in technology and business services.”

      Jason Crellin

      Global CTO for Customer Experience and Principal Architect
      Jason is our global CTO for customer experience; working across our portfolio and partner ecosystem to shape our CX and technology vision. With almost 30 years of architecture experience, he helps our clients evaluate, design, and build their CX and digital experience roadmaps. His experience spans data platforms and AI, marketing, content, sales, commerce, and service domains and how they can be efficiently integrated to create a digital experience platform.

      Sumit Uppal

      Head of Digital, North America, Capgemini
      Sumit heads the Digital practice for Financial Services in North America working with clients in Banking, Capital Markets, Insurance and Healthcare to support on Digital Transformation, Technology Strategy, Innovation and at scale digital delivery initiatives. He also leads the charter for Content & Digital Marketing globally to accelerate our efforts around the space with our strategic vendor partners. He is an intrapreneur and is passionate about incubating new digital capabilities / solutions which can accelerate digital transformation for his clients, also scaling them globally.

        Join the conversation on LinkedIn

        Connect with our experts and read the latest customer experience insights on our dedicated LinkedIn page