Welcome!

News Feed Item

Driven by End-User Digital Demand, Capgemini Consolidates Digital Expertise in New Global Service Line

Capgemini, one of the world's foremost providers of consulting, technology and outsourcing services, today announced plans to combine its key digital assets and capabilities under a new global service line entitled Digital Customer Experience (DCX). DCX intends to provide organizations with the seamless offer they need to understand and implement digital engagement strategies, platforms and solutions, to fundamentally change how they do business and interact with their end-users. It consolidates Capgemini’s well established digital engagement expertise and IP1, and will be supported by a new dedicated Center of Excellence in India, along with a global recruitment drive. Capgemini has already successfully implemented a number of digital customer experience projects for various clients including Hydro Quebec.

The introduction of Capgemini’s DCX global service line is in response to the need for companies across all sectors to digitize their customers’ experiences, in order to increase client intimacy, ensure growth and differentiate themselves against their competitors. It aims to support CMOs who want innovation and reduced time to market through contextually rich customer campaigns, and CIOs who need to deliver technology at a pace to provide the agility required by the business, as well as COOs and CFOs for whom the transparent delivery of operational performance is imperative. DCX will combine Capgemini’s key digital assets and capabilities to help all client stakeholders intelligently manage their operations, to better serve their customers’ needs.

“Today's multichannel customers demand better experiences than they get from firms that design underperforming one-off touch-points. Faced with an expanding ecosystem of legacy websites, mobile sites, and apps, firms need a plan that will help them align their investments with their customers' most pressing needs. They can accomplish this by taking a user-centered approach to understanding the needs and behaviors of their multichannel customers and filling in the experience gaps,” writes Ron Rogowski II, Principal Consultant, in a Forrester report.2

Capgemini’s DCX aims to bring enterprises closer to their end-users in order to deliver the seamless multi-channel experience that they now expect. It combines Capgemini’s market leading capabilities in application services and consulting, with its proven track record in digital transformation engagements. The new global service line will include:

  • A series of digital transformation methodologies developed with Capgemini Consulting, such as All Channel Experience3 (ACE), which places the customer at the heart of the business and provides a clear framework for internal alignment across an organization.
  • The ability to build digital operating models that incorporate solution architecture, cloud services orchestration, leveraging existing IP such as Immediate4 part of Capgemini’s Ready2Series5 for SaaS integration, digital asset management, mobile platforms, and big data and analytics.
  • The delivery and aggregation of digital services such as cloud services, mobile platform offers, data storage and analysis, governance and risk compliance, plus ongoing cloud and mobile testing.

“We know that today’s end-users expect seamless interactions via multiple channels with faster, almost instantaneous responses. To achieve this, businesses need to be more agile, innovative, social, mobile and above all, completely customer focused,” said Simon Short, Head of Digital Customer Experience Global Service Line at Capgemini. “The ever-changing landscape of business technology solutions has led to a standstill for many when deciding what is best for operations, employees and customers. Our Digital Customer Experience service line will help companies to intelligently consume digital services to deliver a holistic and profitable strategy, while creating a meaningful experience for their customers.”

Capgemini worked closely with Hydro-Quebec, a large public utilities company based in Montreal with 4.01 million customers, to understand and distil their customer experience vision for the future, and identified the key benefits. An ambitious multi-channel strategy and transformation roadmap was then developed in parallel with the design and implementation of an IT roadmap. The core focus was a renewal of the Contact Centre and Web Portal, combined with CRM implementation, bringing the scope to three major projects. To accelerate the internal transformation and ensure longevity of the benefits delivered, a new Customer Experience division was set up.

"Working collaboratively with Capgemini over the course of this transformation not only equipped our organisation with stronger internal tools and processes but also empowered us with the skills and self-confidence to deliver a bring a best in class channel offering to our customers,” said Marcel Boyer, Customer Service VP, Hydro-Quebec.

Informed by a unique long-term partnership with MIT Center for Digital Business

In addition to its established track record in digital engagement strategies for clients, Capgemini has leveraged the findings of a three year industry research program in collaboration with the MIT Center For Digital Business. Forming the most extensive research on digital transformation to date, the program has examined more than 400 large mainstream companies around the globe. The most recent study, published in October 2013 and conducted with MIT Sloan Management Review, “Embracing Digital Technology: A New Strategic Imperative,” involving over 1,500 executives in 106 countries, revealed that while the potential opportunity of Digital Transformation is absolutely clear, the journey to get there is not. Key findings included - 78% of respondents felt that Digital Transformation will be critical to their organization within the next two years and where Digital Transformation is a permanent fixture on the executive agenda, 81% of people believe it will give their company a competitive advantage6.

An earlier report in 2012, “The Digital Advantage: How digital leaders outperform their peers in every industry”, revealed that those companies that have succeeded in delivering a fundamental transformation of their business through technology, benefit from a considerable ‘Digital Advantage’ and demonstrate significantly better financial performance than their peers. Based on this research, Capgemini developed a unique Digital Maturity Assessment tool that enables companies to assess their digital maturity and compare their position with their peers in their industry.

Read about more Capgemini client digital engagement stories.

Note to Editors:

If you would like to speak to Capgemini in more detail about Digital Customer Experience please make contact with the press office – details at the top of this release.

About Capgemini

With more than 130,000 people in 44 countries, Capgemini is one of the world's foremost providers of consulting, technology and outsourcing services. The Group reported 2012 global revenues of EUR 10.3 billion. Together with its clients, Capgemini creates and delivers business and technology solutions that fit their needs and drive the results they want. A deeply multicultural organization, Capgemini has developed its own way of working, the Collaborative Business ExperienceTM, and draws on Rightshore®, its worldwide delivery model.

Learn more about us at www.capgemini.com.

Rightshore® is a trademark belonging to Capgemini

_____________________________

1 Capgemini’s IP includes tried and tested tools, software, methods, knowhow, and experience

2 Source: Forrester, Improve Your Digital Customer Experience, Ron Rogowski II et al, June 2012

3 Capgemini’s All-Channel Experience approach helps consumer products and retail companies provide a consistent, integrated customer experience across all channels

4 Immediate is Capgemini’s cloud-based, e-Business service that manages an ecosystem of digital suppliers

5 Capgemini’s Ready2Series is a range of innovative, tried-and-tested Capgemini products and solutions that are focused on accelerating results with quick, affordable and low-risk implementation

6 Source: Embracing Digital Technology: A New Strategic Imperative, by Capgemini Consulting and MIT Sloan Management Review, October 2013

More Stories By Business Wire

Copyright © 2009 Business Wire. All rights reserved. Republication or redistribution of Business Wire content is expressly prohibited without the prior written consent of Business Wire. Business Wire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

Latest Stories
What happens when the different parts of a vehicle become smarter than the vehicle itself? As we move toward the era of smart everything, hundreds of entities in a vehicle that communicate with each other, the vehicle and external systems create a need for identity orchestration so that all entities work as a conglomerate. Much like an orchestra without a conductor, without the ability to secure, control, and connect the link between a vehicle’s head unit, devices, and systems and to manage the ...
We are always online. We access our data, our finances, work, and various services on the Internet. But we live in a congested world of information in which the roads were built two decades ago. The quest for better, faster Internet routing has been around for a decade, but nobody solved this problem. We’ve seen band-aid approaches like CDNs that attack a niche's slice of static content part of the Internet, but that’s it. It does not address the dynamic services-based Internet of today. It does...
In his keynote at 18th Cloud Expo, Andrew Keys, Co-Founder of ConsenSys Enterprise, provided an overview of the evolution of the Internet and the Database and the future of their combination – the Blockchain. Andrew Keys is Co-Founder of ConsenSys Enterprise. He comes to ConsenSys Enterprise with capital markets, technology and entrepreneurial experience. Previously, he worked for UBS investment bank in equities analysis. Later, he was responsible for the creation and distribution of life sett...
The WebRTC Summit New York, to be held June 6-8, 2017, at the Javits Center in New York City, NY, announces that its Call for Papers is now open. Topics include all aspects of improving IT delivery by eliminating waste through automated business models leveraging cloud technologies. WebRTC Summit is co-located with 20th International Cloud Expo and @ThingsExpo. WebRTC is the future of browser-to-browser communications, and continues to make inroads into the traditional, difficult, plug-in web ...
20th Cloud Expo, taking place June 6-8, 2017, at the Javits Center in New York City, NY, will feature technical sessions from a rock star conference faculty and the leading industry players in the world. Cloud computing is now being embraced by a majority of enterprises of all sizes. Yesterday's debate about public vs. private has transformed into the reality of hybrid cloud: a recent survey shows that 74% of enterprises have a hybrid cloud strategy.
WebRTC is the future of browser-to-browser communications, and continues to make inroads into the traditional, difficult, plug-in web communications world. The 6th WebRTC Summit continues our tradition of delivering the latest and greatest presentations within the world of WebRTC. Topics include voice calling, video chat, P2P file sharing, and use cases that have already leveraged the power and convenience of WebRTC.
Without lifecycle traceability and visibility across the tool chain, stakeholders from Planning-to-Ops have limited insight and answers to who, what, when, why and how across the DevOps lifecycle. This impacts the ability to deliver high quality software at the needed velocity to drive positive business outcomes. In his general session at @DevOpsSummit at 19th Cloud Expo, Phil Hombledal, Solution Architect at CollabNet, discussed how customers are able to achieve a level of transparency that e...
"We're a cybersecurity firm that specializes in engineering security solutions both at the software and hardware level. Security cannot be an after-the-fact afterthought, which is what it's become," stated Richard Blech, Chief Executive Officer at Secure Channels, in this SYS-CON.tv interview at @ThingsExpo, held November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA.
The Internet of Things (IoT) promises to simplify and streamline our lives by automating routine tasks that distract us from our goals. This promise is based on the ubiquitous deployment of smart, connected devices that link everything from industrial control systems to automobiles to refrigerators. Unfortunately, comparatively few of the devices currently deployed have been developed with an eye toward security, and as the DDoS attacks of late October 2016 have demonstrated, this oversight can ...
Fact is, enterprises have significant legacy voice infrastructure that’s costly to replace with pure IP solutions. How can we bring this analog infrastructure into our shiny new cloud applications? There are proven methods to bind both legacy voice applications and traditional PSTN audio into cloud-based applications and services at a carrier scale. Some of the most successful implementations leverage WebRTC, WebSockets, SIP and other open source technologies. In his session at @ThingsExpo, Da...
Kubernetes is a new and revolutionary open-sourced system for managing containers across multiple hosts in a cluster. Ansible is a simple IT automation tool for just about any requirement for reproducible environments. In his session at @DevOpsSummit at 18th Cloud Expo, Patrick Galbraith, a principal engineer at HPE, discussed how to build a fully functional Kubernetes cluster on a number of virtual machines or bare-metal hosts. Also included will be a brief demonstration of running a Galera MyS...
Internet-of-Things discussions can end up either going down the consumer gadget rabbit hole or focused on the sort of data logging that industrial manufacturers have been doing forever. However, in fact, companies today are already using IoT data both to optimize their operational technology and to improve the experience of customer interactions in novel ways. In his session at @ThingsExpo, Gordon Haff, Red Hat Technology Evangelist, will share examples from a wide range of industries – includin...
Unless your company can spend a lot of money on new technology, re-engineering your environment and hiring a comprehensive cybersecurity team, you will most likely move to the cloud or seek external service partnerships. In his session at 18th Cloud Expo, Darren Guccione, CEO of Keeper Security, revealed what you need to know when it comes to encryption in the cloud.
Organizations planning enterprise data center consolidation and modernization projects are faced with a challenging, costly reality. Requirements to deploy modern, cloud-native applications simultaneously with traditional client/server applications are almost impossible to achieve with hardware-centric enterprise infrastructure. Compute and network infrastructure are fast moving down a software-defined path, but storage has been a laggard. Until now.
We're entering the post-smartphone era, where wearable gadgets from watches and fitness bands to glasses and health aids will power the next technological revolution. With mass adoption of wearable devices comes a new data ecosystem that must be protected. Wearables open new pathways that facilitate the tracking, sharing and storing of consumers’ personal health, location and daily activity data. Consumers have some idea of the data these devices capture, but most don’t realize how revealing and...