With this in mind, our autumn 2021 edition of Innovation Nation focuses on how at Capgemini we enable more meaningful and frictionless relationships between our clients, their front-line staff and their customers. With these, we cover the customer lifecycle of attraction, delight, and retention. Keeping the customer first, we have crafted three offers that integrate humans and machines to deliver end-to-end services covering Digital Customer Interactions, Connected Marketing Operations, and Digital Sales Operations. Capgemini’s vision of customer operations combines a human-digital hybrid that enables the “always on” lifestyle and embodies the spirit of the digital-native customer. Data also helps us to be intentional and purposeful in matching technology with the needs of our customers.Ĭapgemini’s Digital Customer Operations suite of offers takes its inspiration from the lessons of the pandemic. Customer insights are now the fuel of marketeers. The age of data also gained more depth and velocity as the shopfront and interactions moved online. Our customers now expect to connect meaningfully, interact with our shopfront, and transact at the time, place, and channel of their choosing. This “always on” is our new customer expectation paradigm. We have become familiar with our colleagues’ pets and families. Work-life balance has been replaced by work-life integration. The pandemic brought in the new age of “always on.” Being continuously connected is the new reality of our lives. Young and old learnt to deliver the expanse of our emotions, experiences, sadness, and exhilaration through a single pane of glass – something that has remained with us. When the streets fell silent and we were confined behind walls, our digital devices became the primary enabler of human connection. The greatest lesson the pandemic has taught us is the true value of meaningful and personalized connections – even when enabled solely through digital. More than that, the disruption caused to our daily lives has created unique opportunities, and has highlighted the incredible ability for humans to adapt and evolve. The world over, the global pandemic has been a source of massive and unprecedented upheaval.
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