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
Things are changing so quickly in IoT that it would take a wizard to predict which ecosystem will gain the most traction. In order for IoT to reach its potential, smart devices must be able to work together. Today, there are a slew of interoperability standards being promoted by big names to make this happen: HomeKit, Brillo and Alljoyn. In his session at @ThingsExpo, Adam Justice, vice president and general manager of Grid Connect, will review what happens when smart devices don’t work togethe...
SYS-CON Events announced today that Ocean9will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Ocean9 provides cloud services for Backup, Disaster Recovery (DRaaS) and instant Innovation, and redefines enterprise infrastructure with its cloud native subscription offerings for mission critical SAP workloads.
In his session at @ThingsExpo, Eric Lachapelle, CEO of the Professional Evaluation and Certification Board (PECB), will provide an overview of various initiatives to certifiy the security of connected devices and future trends in ensuring public trust of IoT. Eric Lachapelle is the Chief Executive Officer of the Professional Evaluation and Certification Board (PECB), an international certification body. His role is to help companies and individuals to achieve professional, accredited and worldw...
Adding public cloud resources to an existing application can be a daunting process. The tools that you currently use to manage the software and hardware outside the cloud aren’t always the best tools to efficiently grow into the cloud. All of the major configuration management tools have cloud orchestration plugins that can be leveraged, but there are also cloud-native tools that can dramatically improve the efficiency of managing your application lifecycle.
Providing the needed data for application development and testing is a huge headache for most organizations. The problems are often the same across companies - speed, quality, cost, and control. Provisioning data can take days or weeks, every time a refresh is required. Using dummy data leads to quality problems. Creating physical copies of large data sets and sending them to distributed teams of developers eats up expensive storage and bandwidth resources. And, all of these copies proliferating...
DevOps is often described as a combination of technology and culture. Without both, DevOps isn't complete. However, applying the culture to outdated technology is a recipe for disaster; as response times grow and connections between teams are delayed by technology, the culture will die. A Nutanix Enterprise Cloud has many benefits that provide the needed base for a true DevOps paradigm. In his Day 3 Keynote at 20th Cloud Expo, Chris Brown, a Solutions Marketing Manager at Nutanix, will explore t...
SYS-CON Events announced today that Technologic Systems Inc., an embedded systems solutions company, will exhibit at SYS-CON's @ThingsExpo, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Technologic Systems is an embedded systems company with headquarters in Fountain Hills, Arizona. They have been in business for 32 years, helping more than 8,000 OEM customers and building over a hundred COTS products that have never been discontinued. Technologic Systems’ pr...
SYS-CON Events announced today that CA Technologies has been named “Platinum Sponsor” of SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY, and the 21st International Cloud Expo®, which will take place October 31-November 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. CA Technologies helps customers succeed in a future where every business – from apparel to energy – is being rewritten by software. From ...
The taxi industry never saw Uber coming. Startups are a threat to incumbents like never before, and a major enabler for startups is that they are instantly “cloud ready.” If innovation moves at the pace of IT, then your company is in trouble. Why? Because your data center will not keep up with frenetic pace AWS, Microsoft and Google are rolling out new capabilities In his session at 20th Cloud Expo, Don Browning, VP of Cloud Architecture at Turner, will posit that disruption is inevitable for c...
SYS-CON Events announced today that Cloudistics, an on-premises cloud computing company, has been named “Bronze Sponsor” of SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Cloudistics delivers a complete public cloud experience with composable on-premises infrastructures to medium and large enterprises. Its software-defined technology natively converges network, storage, compute, virtualization, and management into a ...
Keeping pace with advancements in software delivery processes and tooling is taxing even for the most proficient organizations. Point tools, platforms, open source and the increasing adoption of private and public cloud services requires strong engineering rigor - all in the face of developer demands to use the tools of choice. As Agile has settled in as a mainstream practice, now DevOps has emerged as the next wave to improve software delivery speed and output. To make DevOps work, organization...
Deep learning has been very successful in social sciences and specially areas where there is a lot of data. Trading is another field that can be viewed as social science with a lot of data. With the advent of Deep Learning and Big Data technologies for efficient computation, we are finally able to use the same methods in investment management as we would in face recognition or in making chat-bots. In his session at 20th Cloud Expo, Gaurav Chakravorty, co-founder and Head of Strategy Development ...
The explosion of new web/cloud/IoT-based applications and the data they generate are transforming our world right before our eyes. In this rush to adopt these new technologies, organizations are often ignoring fundamental questions concerning who owns the data and failing to ask for permission to conduct invasive surveillance of their customers. Organizations that are not transparent about how their systems gather data telemetry without offering shared data ownership risk product rejection, regu...
What if you could build a web application that could support true web-scale traffic without having to ever provision or manage a single server? Sounds magical, and it is! In his session at 20th Cloud Expo, Chris Munns, Senior Developer Advocate for Serverless Applications at Amazon Web Services, will show how to build a serverless website that scales automatically using services like AWS Lambda, Amazon API Gateway, and Amazon S3. We will review several frameworks that can help you build serverle...
SYS-CON Events announced today that Loom Systems will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Founded in 2015, Loom Systems delivers an advanced AI solution to predict and prevent problems in the digital business. Loom stands alone in the industry as an AI analysis platform requiring no prior math knowledge from operators, leveraging the existing staff to succeed in the digital era. With offices in S...