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AI customer activation and marketing journeys

Orchestrating highly personalized customer journeys that resonate deeply

In an increasingly crowded digital space, brands and organizations are fighting for the customers’ attention. How will your marketing team win hearts and minds with relevant, timely interactions?

With AI customer activation and marketing journeys, marketing teams can orchestrate personalized journeys to drive key growth metrics, including customer loyalty and engagement. By combining data from various sources with generative AI, marketers will be able to build a detailed “persona memory” for every interaction with the brand, enabling teams to create more scalable, cost-effective, and always-on campaigns, while also helping them reduce time-to-market and lower costs.

“Orchestrating personalized journeys means making sure customers have experiences that resonate deeply across all channels. It’s about knowing what customers need, encouraging them to interact, and building a strong relationship between them and your brand. With our new AI customer activation and marketing journeys offer, CMOs can integrate Gen AI into the orchestration of personalized journeys, enabling them to meet and exceed marketing objectives with the help of this groundbreaking innovation.”

Yvo Booisma, Global Connected Marketing Offer Leader

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      Client stories

        Wind Tre calls in new marketing capabilities in support of customer experience

        By engaging with Capgemini, Wind Tre develops and implements a solution based on Pega, Adobe and Google Cloud components that enables more personalized inbound and outbound customer communication.

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        Subway drives digital transformation to deliver a better brand experience

        Iconic global brand selects Capgemini as its strategic digital-transformation partner

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        Fluidra builds a new model for website design

        Fluidra partnered with Capgemini to implement Adobe Experience Manager on AWS infrastructure, thereby providing a standardized skeleton on which new websites could be built

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        FILA transforms into an experience-driven retailer

        FILA transforms into an experience-driven retailer

        Leveraging new digital strategies helps the brand re-energize the customer journey with a seamless, API-led architecture

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          Research and insights

          Capgemini Research Institute

          Generative AI and the evolving role of marketing: A CMO's playbook

          capgemini-research-institute
          Point of view

          Revealing customer intent: Why contextual knowledge is key to understanding the customer journey
          Point of view

          Dynamic modular content creation at scale
          Point of view

          Effective investment in generative AI for marketing

          Meet our experts

          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.”
          Darshan Shankavaram – Our Expert

          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.
          Naresh Khanduri – Our Expert

          Naresh Khanduri

          Global Generative AI for CX Lead, Capgemini
          Naresh with over 6 years at Capgemini, currently serves Executive Vice President – Global Head Generative AI for CX. He drives the design and execution of key strategies that differentiate Capgemini in the marketplace. His expertise in Data and Generative AI enhances customer experience across Marketing, Sales, Service, and Commerce, shaping the future of CX through innovative AI applications.

          Marie-Cécile Puissochet

          Content Marketing Offer Lead, frog, part of Capgemini Invent
          Marie-Cécile is a Content Marketing expert with more than 10 years of experience helping Top 100 organizations in creating data-driven strategies to offer impactful experiences to their audiences and designing supporting process, tools and operating models to deliver at scale. She currently focuses on how Gen AI is an opportunity to accelerate content lifecycle and manage creative costs, but also a challenge for marketing teams that must transform their ways of working to embrace its full power.

          Robin van den Hoven

          Digital Customer Experience Architect at Capgemini
          I am a part of the Digital Customer Experience department in the Netherlands, responsible for the CDP and Marketing Automation practice. Also acting as the offer lead for the Connected Marketing Engine, inspiring clients on the latest features and functionalities within the marketing domain. I specialize in end-to-end digital marketing transformations for clients, implementing and helping them adopt the latest innovations in data-driven marketing automation.

          Abi Feseha

          Global offer leader
          Abi is a digital transformation leader at Capgemini, specializing in marketing and customer experience. As Head of Digital Marketing Americas and Global Marketing Offer Lead, she develops innovative marketing solutions for clients. With extensive consulting experience, she has led transformative engagements for Fortune 500 companies, focusing on data-driven insights, emerging technologies, and human-centered methodologies to drive business outcomes.