Capgemini consolidates digital expertise in new global service line

MUMBAI, INDIA: 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 IP, 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.