Top telecoms brand Orange works with Capgemini Consulting to redefine the behaviours and culture that will differentiate its customer experience.
Our customer experience experts bring a wealth of experience to developing our clients’ strategies.
Patrick James
Vice President and Global Head of Marketing, Sales and Service Consulting
Patrick has spent his career as a consultant building a reputation as a successful leader in Customer Management and Customer Relationship Management implementation. His expertise covers:
- customer experience transformation
- front-office business process management
- CRM strategy and implementation
- segmentation
- marketing-related services
He specialises in delivering and realising the benefits of large, complex, customer-focused programmes, with a particular emphasis on the financial services, telecommunications and automotive sectors.
Patrick’s clients have included Lloyds TSB, Vodafone, General Motors, Deutsche Bank, Capital Group, Orange and Virgin Atlantic.
Email: Patrick.James@capgemini.com
Hilary Kelly
Head of Customer Marketing Consulting
Hilary leads Capgemini’s Customer Marketing Consultancy. She has 18 years’ experience in marketing and business development, predominately in retail and FMCG at organisations including:
- Marks & Spencer
- Woolworths Group
- BAA Retail
- Coca-Cola
Before joining Capgemini she was Commercial Director at dunnhumby (Tesco Clubcard), with responsibility for the creation and delivery of intelligent marketing solutions into non-retail channels including the Telecoms and Leisure sectors.
Email: Hilary.Kelly@capgemini.com
Gaye Andrews
Head of Customer Experience
Gaye runs Capgemini’s Customer Experience practice in the UK. Her background is in the telecoms sector, where she successfully led O2 (and its owner Telefonica) in its mission to place the customer at the heart of its business strategy.
Her commitment to the customer grew from successfully improving call centre service levels in organisations across Europe and the USA. She has delivered keynote addresses on Customer Experience at conferences and educational establishments across the world.
Email: Gaye.Andrews@capgemini.com
