Intelligent Customer Operations

Drive a frictionless customer experience across your organization by implementing a scalable, cloud-based, omnichannel platform that puts your customers at the center.

Our Intelligent Customer Operations solution offer leverages a human-centric design approach that integrates humans and machines to deliver a digital, AI-infused ecosystem of connected, persona-influenced services and platforms.

Our solution enables you to drive a more meaningful, productive, and frictionless relationship between your customers and employees, delivering enhanced business value across three main areas: Intelligent Customer Interactions, Connected Marketing Operations, and Digital Sales Operations…

What we do

Deliver frictionless, digitally-augmented global marketing operations.

Capgemini’s Connected Marketing Operations solution delivers frictionless, digitally-augmented, data-driven marketing operations that drives a more agile connections and seamless experience with your customers. This is critical in transforming your business, shaping new consumer values, and driving sales.

Our next-generation digital marketing solutions leverage innovative marketing technologies to enrich your digital strategy with relevant insights and data, maximize your campaign and channel reach, and drive operational excellence and efficiency across your marketing function.

This drives a range of enhanced business outcomes, including 40% reduction in cost of operations, 40-50% increase in lead conversion rate, 30% increase in customer reach, and 20% faster speed to market.

Drive enhanced engagement and loyalty through delivering a frictionless customer experience

Our Intelligent Customer Interactions solution puts your customers at the center of your business. Our goal is to deliver a digitally-augmented yet human-centric experience on behalf of your organization.

Our solution is a next-generation digital contact center service solution leveraging 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 omnichannel customer journey, an improved Net Promoter Score, and enhanced customer engagement.

Implement a touchless, data-driven, omnichannel sales journey tailored to your market segments

Our Empowered Sales Operations solution delivers frictionless, digitally augmented, data-driven sales operations that drives competitive advantage across your business.

Our next-generation digital sales solutions leverage innovative technologies and sales systems to integrate, streamline, and optimize sales touchpoints and processes across the lead-to-order lifecycle – delivering accurate, easy-to-access data, enhanced sales support, and data-driven sales analytics.

Our committed enhanced business outcomes include reduction in turnaround time, improvement in win-rate, increase in time returned to sales, and improvement in net promoter score.

    Intelligent Customer Operations for Manufacturing

    Driving frictionless customer interactions across your manufacturing operations

    Intelligent Customer Operations for CPR

    Driving frictionless customer interactions across CPR

    Intelligent Customer Operations for Healthcare

    Drive frictionless patient and member experiences

    Intelligent Customer Ops for Healthcare: Life Sciences and Med-Tech

    Drive frictionless patient and customer experiences

    Intelligent Customer Operations for Tech Product Support

    Drive frictionless customer experiences across product and technical support operations

    Intelligent Customer Operations Powered by Amazon Connect

    Drive frictionless, omnichannel customer experiences with Amazon Connect

      Customer First

      CUSTOMER EXPERIENCE

      Your customers are unique. Different needs, different expectations, different preferences.

      Expert perspectives

      Business operations

      Engaged employees drive enhanced customer experiences

      Tim Szymanski
      Mar 24, 2023
      Business operations

      Design, build, and run “intuitive” deal desk operations

      Deepak Bhootra
      Oct 16, 2023

      Everest Group recognizes Capgemini as a leader and a star performer in its Marketing Services PEAK Matrix® 2024

      Meet our experts

      Robert Brillhart

      Global Head of Intelligent Customer Operations

      Abha Singh

      Senior Director, Capgemini Business Process Outsourcing
      Abha drives large transformation and consultative sales, presales, and marketing projects for Capgemini’s clients, bringing innovation into the core of every area of her work.

      Deepak Bhootra

      GTM Lead, Empowered Sales Operations, Capgemini’s Business Services
      Deepak Bhootra is an established executive with two decades of global leadership experience. He delivers process excellence and sales growth for clients by optimizing processes and delivering seamless business transformation.

      Scott Manghillis

      Business Transformation Manager
      Scott Manghillis helps clients transform their technology into digital, omnichannel, personalized solutions.