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 this 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 50% reduction in cost of operations, 35% increase in lead conversion rate, 50% increase in customer reach, and 30% 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 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

      Meet our experts

      Anjali Pendlebury-Green

      Global Head of the Intelligent Customer Operations Practice, Capgemini's Business Services
      I am an expert in the field of HR Outsourcing and HR Transformation, specializing in delivering HR solutions that leverage global outsourcing platforms, leading edge technology, stack offers and process standardization. I have led award-winning HRO teams for large multinational companies with a special focus on the manufacturing sector.

      Robert Brillhart

      Digital Customer Operations Practice Lead

      Maggie Knight

      Vice President and Strategy and Relationship Manager for Capgemini’s Digital Marketing Practice
      I have extensive experience in digital marketing in the credit card/financial services area. I bring over 30 years of experience of engaging with clients at all levels including C-level and VP-level to understand their marketing objectives and problem areas and to show opportunities to drive revenue.

      Kundan Kumar

      Digital Marketing capability Leader
      Kundan is a Digital marketing Technology professional with experience in B2B2C for the financial services Industry. He is an expert in Content Management, Customer Data platforms (CDP), Marketing Automation, Omni-Channel, Personalization on scale, Customer Journey Management, Real-Time Interaction Management, Social Media Listening, offer management, customer analytics, and Insights.