Go further with

Experience
Everywhere

Develop experiences that meet and surpass evolving consumer expectations

Align best-in-class customer experience with what your brand stands for.

By deploying leading experience design practices, we close the gap between the brand promise and reality to deliver seamless experiences that drive business outcomes and operational efficiency.

Diagnose your current experience, unleash your potential by designing future-ready experience and build a comprehensive, cross-dimensional transformation.

Aligned on the Promise

Respond to the customer's desire to be aligned with a brand's values by acting on the brand promise

Optimized Touchpoints

Consider every touchpoint with the customer as an opportunity to reinforce the brand's consistency with the experience

Fueled by Experience

Deliver an experience that fits with the very unique relationship a brand has with its customers

Measured Experiences

Technology, processes and individuals are the means to make every experience smoother, more efficient and satisfying

39%
of shoppers say they would permanently boycott their favorite brand if they felt their values weren't aligned

Source: “New Research Shows Consumers More Interested in Brands’ Values than Ever," Harris Poll, 2022

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01.

Exceed Expectations

Get ahead of the experience gap. Stay ahead of changing customer needs with data, insights and continuous innovation.

Represent your own unique consumer-brand relationship
Craft genuinely instinctive moments
Deliver emotional and human experiences
Balance your customer dynamic

of customers

now consider the experience a company provides to be as important as its products and services

Source: “State of the Connected Customer Report,” Salesforce, 2023

02.

Be Where it Matters

Focus on interaction modes, prioritize channels, redefine the role of human interactions and place the customer at the center.

Be everywhere your client expects
Select the right channel for the right moment
Map effortless customer journeys
Harmonize human and digital interactions

of companies

are customer obsessed, underscoring the significant gap that exists between the ideal and the reality

Source: “Forrester's State of Customer Obsession Survey,” Forrester, 2022

03.

Calibrate on Cost

Invest in the right touchpoints for efficient resource use and to effectively balance cost optimization and customer satisfaction.

Conduct ethnographic studies
Quantify the promise-experience gap
Define the remediation plan
Launch the transformation through impactful initiatives

700

ROI over 12-years

research shows that companies prioritizing customer obsession can yield a substantial ROI

Source: “Forrester's State of Customer Obsession Survey,” Forrester, 2022

04.

Accelerate via Levers

Leverage technology like Gen AI and data to predict desires, not just respond to them.

Connect through hyper-personalization
Orchestrate customer journeys with Gen AI
Create immersive destinations
Empower sustainable behavior

of consumers

frequently using Gen AI tools say they're satisfied by Gen AI augmented chatbots

Source: “Why Consumers Love Generative AI,” Capgemini, 2023

Partner with frog

Make bolder choices. Form stronger teams. Build better products.

Make it real

Article

Omni-Chaos to Omni-Cohesion

Organizations must prioritize cross-channel customer journeys if they want the customer to be at the heart of omnichannel strategy. Discover more about crafting a customer-centric multichannel strategy.

Our Expert & Leaders

As part of the global Capgemini organization, we draw on an unparalleled breadth of knowledge to partner at scale with uncompromising quality.

Synchronize top-tier customer experience dimensions to create a unified experience, avoiding costly misalignments and delivering the right experience at the right price.

Julien Giffard

Executive Vice President, Head of frog France

frog, part of Capgemini Invent
France

Today, most clients experience a brand through several channels, crafting a seamless experience is critical, yet rarely achieved.

Diane Botta

Senior Managing Consultant, Luxury & Cosmetics Industry

frog, Part of Capgemini Invent
France

By aligning customer experience with their sustainable promise, brands can ensure each interaction becomes a step towards a more responsible future.

Clément Lacroix

Vice President, Experience Everywhere Global Lead

frog, part of Capgemini Invent
USA

Enhance business performance and improve satisfaction by reducing the gap between promise and delivery.

Nadine Kirchhoff

Senior Director

Capgemini Invent
Germany

Gen AI will be revolutionary in crafting and enabling differentiating and personalized experiences for customers.

Paul Johnston

Senior Director, Head of Sales, Service & CRM Consulting

frog, Part of Capgemini Invent
UK

By aligning both customer-facing functions and internal functions we can achieve optimal business efficiency.

Pratyasha Shishodia

Director, Head of Customer Transformation, Customer Experience Strategy & Architecture

frog, Part of Capgemini Invent
India

Forge authentic connections that build loyalty and deliver lasting value with seamless, personalized multi-channel experiences.

Ron Siemerink

Director, Product Design

frog, Part of Capgemini Invent
UK

Get in touch

Make bolder choices. Form stronger teams. Build better products.

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