Thought leadership

The line will be supported by a new dedicated centre of excellence, along with a global recruitment drive.  Digital Customer Experience, or DCX, intends to provide organisations with the ability to implement digital engagement strategies, platforms and solutions, to change how they interact with their end-users.

It has already implemented a number of digital customer experience projects for various clients, including Hydro Quebec.

According to a company statement, the introduction of Capgemini’s DCX global service line is in response to the need for companies across all sectors to digitise their customers’ experiences.

DCX aims to bring enterprises closer to their end-users in order to deliver a multi-channel experience.  The new global service line will include a series of digital transformation methodologies developed with Capgemini Consulting, such as All Channel Experience (ACE), which places the customer at the heart of the business and provides a clear framework for internal alignment across an organisation.

It will also provide the ability to build digital operating models that incorporate solution architecture, cloud services orchestration, leveraging existing IP such as Immediate part of Capgemini’s Ready2Series for Software-as-a-Service integration, digital asset management, mobile platforms, and big data and analytics.

Further, the delivery and aggregation of digital services such as Cloud services, mobile platform offers, data storage and analysis, governance and risk compliance, plus ongoing Cloud and mobile testing.

Capgemini head of DCX global service line, Simon Short, said today’s users expected seamless interactions via multiple channels with almost instantaneous responses.

“To achieve this, businesses need to be more agile, innovative, social, mobile and above all, completely customer focused,” he said.

“The ever-changing landscape of business technology solutions has led to a standstill for many when deciding what is best for operations, employees and customers.

“Our Digital Customer Experience service line will help companies to intelligently consume digital services to deliver a holistic and profitable strategy, while creating a meaningful experience for their customers.”


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