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
Your job is mostly boring. Many of the IT operations tasks you perform on a day-to-day basis are repetitive and dull. Utilizing automation can improve your work life, automating away the drudgery and embracing the passion for technology that got you started in the first place. In this presentation, I'll talk about what automation is, and how to approach implementing it in the context of IT Operations. Ned will discuss keys to success in the long term and include practical real-world examples. Ge...
Dion Hinchcliffe is an internationally recognized digital expert, bestselling book author, frequent keynote speaker, analyst, futurist, and transformation expert based in Washington, DC. He is currently Chief Strategy Officer at the industry-leading digital strategy and online community solutions firm, 7Summits.
"NetApp's vision is how we help organizations manage data - delivering the right data in the right place, in the right time, to the people who need it, and doing it agnostic to what the platform is," explained Josh Atwell, Developer Advocate for NetApp, in this SYS-CON.tv interview at 20th Cloud Expo, held June 6-8, 2017, at the Javits Center in New York City, NY.
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...
Bill Schmarzo, author of "Big Data: Understanding How Data Powers Big Business" and "Big Data MBA: Driving Business Strategies with Data Science," is responsible for setting the strategy and defining the Big Data service offerings and capabilities for EMC Global Services Big Data Practice. As the CTO for the Big Data Practice, he is responsible for working with organizations to help them identify where and how to start their big data journeys. He's written several white papers, is an avid blogge...
When building large, cloud-based applications that operate at a high scale, it's important to maintain a high availability and resilience to failures. In order to do that, you must be tolerant of failures, even in light of failures in other areas of your application. "Fly two mistakes high" is an old adage in the radio control airplane hobby. It means, fly high enough so that if you make a mistake, you can continue flying with room to still make mistakes. In his session at 18th Cloud Expo, Le...
When talking IoT we often focus on the devices, the sensors, the hardware itself. The new smart appliances, the new smart or self-driving cars (which are amalgamations of many ‘things'). When we are looking at the world of IoT, we should take a step back, look at the big picture. What value are these devices providing. IoT is not about the devices, its about the data consumed and generated. The devices are tools, mechanisms, conduits. This paper discusses the considerations when dealing with the...
Machine learning has taken residence at our cities' cores and now we can finally have "smart cities." Cities are a collection of buildings made to provide the structure and safety necessary for people to function, create and survive. Buildings are a pool of ever-changing performance data from large automated systems such as heating and cooling to the people that live and work within them. Through machine learning, buildings can optimize performance, reduce costs, and improve occupant comfort by ...
"Our strategy is to focus on the hyperscale providers - AWS, Azure, and Google. Over the last year we saw that a lot of developers need to learn how to do their job in the cloud and we see this DevOps movement that we are catering to with our content," stated Alessandro Fasan, Head of Global Sales at Cloud Academy, in this SYS-CON.tv interview at 20th Cloud Expo, held June 6-8, 2017, at the Javits Center in New York City, NY.
René Bostic is the Technical VP of the IBM Cloud Unit in North America. Enjoying her career with IBM during the modern millennial technological era, she is an expert in cloud computing, DevOps and emerging cloud technologies such as Blockchain. Her strengths and core competencies include a proven record of accomplishments in consensus building at all levels to assess, plan, and implement enterprise and cloud computing solutions. René is a member of the Society of Women Engineers (SWE) and a m...
Containers and Kubernetes allow for code portability across on-premise VMs, bare metal, or multiple cloud provider environments. Yet, despite this portability promise, developers may include configuration and application definitions that constrain or even eliminate application portability. In this session we'll describe best practices for "configuration as code" in a Kubernetes environment. We will demonstrate how a properly constructed containerized app can be deployed to both Amazon and Azure ...
Business professionals no longer wonder if they'll migrate to the cloud; it's now a matter of when. The cloud environment has proved to be a major force in transitioning to an agile business model that enables quick decisions and fast implementation that solidify customer relationships. And when the cloud is combined with the power of cognitive computing, it drives innovation and transformation that achieves astounding competitive advantage.
"Cloud computing is certainly changing how people consume storage, how they use it, and what they use it for. It's also making people rethink how they architect their environment," stated Brad Winett, Senior Technologist for DDN Storage, in this SYS-CON.tv interview at 20th Cloud Expo, held June 6-8, 2017, at the Javits Center in New York City, NY.
Poor data quality and analytics drive down business value. In fact, Gartner estimated that the average financial impact of poor data quality on organizations is $9.7 million per year. But bad data is much more than a cost center. By eroding trust in information, analytics and the business decisions based on these, it is a serious impediment to digital transformation.
The cloud competition for database hosts is fierce. How do you evaluate a cloud provider for your database platform? In his session at 18th Cloud Expo, Chris Presley, a Solutions Architect at Pythian, gave users a checklist of considerations when choosing a provider. Chris Presley is a Solutions Architect at Pythian. He loves order – making him a premier Microsoft SQL Server expert. Not only has he programmed and administered SQL Server, but he has also shared his expertise and passion with bu...