The Capgemini Consulting Customer Experience Transformation proposition helps companies to make the right investments in the right places at the right time to get maximum loyalty from customers, whilst identifying the areas where a company has invested that does not add any value to customers.

Capgemini has in excess of 100 consultants who have been involved in Customer Experience Transformation projects for clients across a broad range of market sectors. Since 2003 we have advised 20 of the world’s top 30 retailers.

This section includes:

• Benefits of Customer Experience Transformation
• Capgemini’s approach
• Capgemini capability
• Success stories

The benefits of Customer Experience Transformation (CET)

CET provides organisations with a Capgemini unique tool that will help them prioritise activities to deliver the best customer experience and provide positive return on investment

CET helps organisations to understand the changing needs and demand from their customers and respond to them.

CET enables organisations to deliver a consistent customer experience as an organisation rather than on an experience that is delivered by individual, which leads to the inevitable inconsistent delivery.

CET identifies activities that customers don’t value as well as those that they do.

CET enables organisations to spend money on those areas that will increase customer delight while reducing unnecessary cost in those areas that do not.

Capgemini’s approach

Customer Experience Transformation is based on a series of core components:

• Customer Insight – understanding what customers are thinking and feeling, not just what they are saying.
• Understanding the Customer Journey – documenting how a customer interacts with an organisation exposes existing and new opportunities to impress and also areas where the customer is unhappy and which need to be addressed, which means truly bringing in the voice of the customer into the organisation.
• Market Positioning – this looks at the competitive positioning of an organisation against others in its market and identifies areas in which to invest in order to increase competitive differentiation. This is based on extensive Capgemini research.
• Identifying Opportunities – identification of a prioritised list of opportunities for improvement using the Capgemini prioritisation tool that measures Customer impact as well as financial. We will identify activities that should be stopped as they add no value as well as new opportunity to deliver to the customers the things that will drive their Customer Satisfaction.
• Measurement – identifying the correct measurements to use to gauge the operational efficiency as well as ensuring the measures that are important to the customer are obtained and given the right level of profile.
• Governance – identifying and implement procedures and processes to embed the Customer at the heart of an organisation on an ongoing basis and ensuring accountability.
• Employee Commitment – it is critical that the culture of the organisation is customer orientated, we review what needs to be done for the employees to make this happen.

Capgemini capabilities

• Capgemini Consulting hasover 100 consultants with experience of working on CET programmes.
• We have a Capgemini unique tried and tested methodology and structured approach to CET
• We deliver short projects to get our clients started on the CET journey, while equipping the client’s own team with the tools and training they need to continue the journey.

We can help you assess how your organisation can optimise your customers’ experience.

Success Stories

Orange

Leading mobile communications company Orange identified a need to re-focus its customer proposition and take out costs in its customer experience delivery. Capgemini was brought in to help develop a clear market position for the Orange brand and to provide employees with a better understanding of how the brand could be affected by the customer experience. The result is a Europe-wide rolling programme which began in the UK, followed by Belgium and Switzerland with a series of 12-week in-country projects designed to affect the cultural and procedural changes to make each operation more customer-centric. Each 12-week project follows a prescribed methodology, although content is adapted to specific in-country market conditions and consumer patterns. Knowledge transfer is a critical component to ensure that the lessons learned and new ways of working will be maintained long after Capgemini has left.