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CUSTOMER FIRST, BANKING AND CAPITAL MARKETS

Banking customers have spoken. They expect accessible, personalized services tailored to their individual needs and lifestyles. Ready to unlock the power of customer-centricity?

In today’s digital age of constantly evolving technology, banking customers crave personalized experiences across all platforms, inspired by the many other interactions they encounter daily. New, light-weight competitors are taking lead , not in the traditional fields of products and services, but by offering better experience. How can banks compete in this new landscape?

Banks need to shift from product-centric to customer-centric models—foster continuous engagement with their customers that creates intimacy, trust, and loyalty.

Capgemini helps banks craft powerful journeys that deliver your customers the outcomes they want. With a customer-centric channel strategy and a reimagined trust architecture, banks can go beyond Return on Investment (ROI), and benefit from a true return on engagement (ROE).

Our four-pillar customer-centricity framework powered by data, automation, and AI, helps you optimize growth, experience, brand, and loyalty across your marketing, sales, and contact centre organizations—ensuring you always put your customers first.

    World Retail Banking Report 2024

    Intelligent banks do more with less: Take an efficiency leap with frictionless, personalized banking

    Download the report

    ‘Leader’ in customer experience strategy – Frog

    Forrester notes Capgemini Frog outshines competitors with data-powered CX transformations.

    Learn more

      What we offer

      Marketing transformation for financial services

      Empower your marketing teams to deliver contextual and personalized experiences that your customers expect.

      We help banks and financial services firms leverage data-driven insights to build authentic journeys across all stages of customer lifecycle while navigating the complexity of regulatory landscape.

      Contact center transformation

      Your contact center is the voice of your firm – where customers bring their questions, their fears, their ambitions and ultimately, their loyalty.

      Learn how a people-focused approach combined with cloud, omnichannel, self-service, and advanced AI/cognitive capabilities will deliver value and revenue, and inspire trust with every interaction.

      Empowered sales

      Transform the way your firm approaches sales – make it more efficient, data–driven and more profitable.

      We are here to help you in harnessing the power of technology to drive growth by enhancing customer engagement and devising marketplace strategy to optimize sales effectiveness.

      Research and insights

      Point of view

      Ramping up customer experience (CX) – from interaction to engagement
      Capgemini Research Institute

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

      How banks can use generative AI to enhance marketing disclosures
      Financial Services reports

      Getting personal – Five drivers to power client-centric growth in wealth management
      Point of view

      Imagining a new era of customer experience with generative AI
      Financial Services reports

      Accelerating growth: How banks can fast track customer personalization

      Client story

      BNP Paribas: Inventing tomorrow's bank through innovation

      Powering up a dedicated in-house innovation and acceleration center.

      Read more

      Expert perspectives

      Customer experience

      Mass personalization – An oxymoron or an expectation?

      Chandramouli Venkatesan
      Sep 12, 2023
      Customer experience

      Customer centricity: a proven source of revenue

      Vinay Patel
      Jun 1, 2023

      Meet our experts

      Chandramouli Venkatesan

      Vice President – Portfolio Development Lead – Digital Front Office Transformations | Banking and Capital Markets
      Chandra leads the Front Office transformation portfolio (marketing, sales and customer service) and serves banking and capital markets clients. He focuses his work on customer experience and helping financial institutions transform marketing, sales and customer service into more customer-centric organizations with an emphasis on experience strategy design, technology and data. Chandra has deep experience driving CX transformation for retail banks, payments companies, wealth management and capital markets firms.

      Vinay Patel

      Senior Director, Contact Center Transformation Leader
      Banking and Capital Markets sector are focused on delivering a customer-centric contact center leveraging a customer experience hub to  optimally engage customers across interactions.

      Alok Benjwal

      Vice President, Insights & Data, Banking and Payments
      Alok is a seasoned executive with more than 2 decades of experience in customer analytics, digital marketing, marketing and journey optimization, personalization and advanced data science

      Rajesh Iyer

      Global Head of AI and ML, Financial Services
      Rajesh is the Global Head of AI and ML for Financial Services. He has almost three decades of of experience in the Financial Services Industry, working with Fortune/Global 500 clients seeking to maximize the value of investments in their Enterprise Data and AI programs.

        Partners

        Adobe

        Google Cloud

        Microsoft

        Pega

        Salesforce

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        Customer First

        Customers flock to brands they love – brands that have a sense of purpose, are innovative, engaging, and put their customers first.

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