A Proven Approach

Capgemini has more than 100 consultants who have helped organizations cost-effectively transform their customer experiences to gain a significant advantage.

Since 2003, we have helped over 20 world-leading businesses with their market and experience strategy, including:

• Creation of a transformation roadmap for a bank, developing an excellent customer experience that delivered revenue uplift of more than $1 billion in a single year
• Establishment of a strong customer-centric culture and clearer market positioning for a global telecoms company
• Implementation of a customer-centric experience for a government agency by evaluating online interactions from the customer perspective
• Transformation of the organizational model for a distribution company, allowing it to provide a differentiated customer experience and achieve its vision of becoming the “first choice” for its customer base

Boosting Revenues, Reducing Costs

Capgemini has a tried and tested toolset to help define and implement your desired customer experience. We can help you to:

• Prioritize customer-facing activities to deliver the best experience and provide positive return on investment
• Understand the changing needs and demands of your customers and respond to them accordingly
• Ensure that your customer experience is consistent across the organization and does not vary by department or company representative
• Identify activities that customers don’t value, allowing you to save money by reducing the associated investments

Prioritize Investment through Customer Experience Transformation

Our Customer Experience Transformation (CET) approach comprises the following components and can be achieved within 12 weeks:

• Customer insight: understand what customers are thinking and feeling, not just what they are saying
• Customer journey mapping: bring your customers’ voices into the organization to identify opportunities to impress them and improve their experience
• Market positioning: determine how to differentiate your organization in a crowded marketplace
• Identify opportunities: use our customer experience calculator to build a prioritized list of improvement opportunities, while identifying activities that should be discontinued because they are not valued by the customer
• Measurement: select appropriate indicators to gauge the effectiveness of your customer experience improvements
• Governance: identify and implement procedures to place the customer at the heart of your organization and ensure long-term accountability
• Employee commitment:ensure that your organizational culture is customer-oriented