MARKETING, SALES & SERVICE
Digital Customer Solutions
Increasingly popular digital channels present new challenges as companies try to manage their customer relationships.
As customers distance themselves from companies and align with their peer groups, they are increasingly gaining message control. Meanwhile, the introduction of new channels is decreasing emotional connectivity between customers and organizations.
At Capgemini Consulting, we help you keep pace with this rapidly-changing landscape by developing company operations to support all channels and customer needs.
Our Expertise and Unique Approach
Social media management is a critical component for succeeding in the digital world. At Capgemini Consulting, we build social media strategies, monitor social media activity and optimize the use of social channels to enhance e-commerce and service.
”Social Insight into Action”, developed in partnership with Pegasystems and Attensity, is an end-to-end social media management solution that allows you to derive customer insight effectively from unstructured, natural language text, combine these insights with structured business information, and respond in near real-time.
At the same time, the proliferation of digital channels means that companies must have a clear strategy for managing customer interactions across all channels. Capgemini Consulting has developed a channel management strategic framework, which is used to drive results for your customers, products and services through an appropriate channel strategy.
Track Record and Value
Capgemini Consulting has a wealth of experience in delivering digital projects across our global network. Key examples our experience include:
- Defined the tools and processes to support a broadcasting company’s customer engagement strategy using customer-centric, transparent, flexible and cost-effective approach.
- Developed the digital strategy for a manufacturing company and seamlessly integrating its online channels with existing channels, so it became a true digital player.
- Investigated diversification opportunities for an online community, including how to capture value from e-commerce growth, the online ad market, and consumer spending.
Featured
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Winning at Segmentation: Strategies for a Digital AgeA fresh look at segmentation
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Channel Strategy: Framework for SuccessMaximizing internal and customer benefits through effective channel management
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Capgemini Consulting: Multi-Channel ManagementThe number and type of channels that customers are using is rapidly growing to include Internet, smart phones and a host of social networking options.
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Socializing CRMThe New Engagement Paradigm
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What Is Royal Mail Group Trying to Achieve in eBusiness?Stuart Curley, CTO of the Royal Mail Group, the UK’s national postal service, discusses the Capgemini Immediate solution and why it was chosen to support new ventures, transform services and cut costs within the Group. The 6 year contract, centered on the ITS Cloud Computing solution, Capgemini Immediate, will enable IT-on-demand to be piped into the organization as a ‘smart utility’ on a money-saving pay-as-you-go basis.Watch the video to learn more about what this will mean for the Royal Mail Group and how Capgemini will work to support the transformation of its business and consumer online services
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Trends in Social Media for Telecommunications: Part 1More than 70% of IT-dominated social media initiatives through 2012 will fail, according to the Gartner Group. That being said, 79% of Fortune 500 companies currently use Facebook, Twitter, YouTube, or corporate blogs to communicate with customers. Sprint, Verizon, AT&T, T-Mobile, and Comcast all use social media vehicles to share product info, generate user participation around special events, respond to support requests, and more. But what does a truly proactive social media strategy look like?Learn more about how your organization can develop a comprehensive plan to cost-effectively engage with customers and support your brand
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Trends in Social Media for Telecommunications: Part 2elecommunications companies must be familiar with the platforms, channels and devices that span their customers’ working and personal personas in order to reach them with the right information at the right time. Matthew Standish, Mobility and Social Media Service Line Leader at Capgemini discusses how social media enables communications companies to deliver consistent, carefully-aligned messages across all interactive channels whether handling customer complaints, delivering marketing messages, or distributing channel-appropriate content based on your consumers’ pattern of engagement.Learn more about how using vehicles like Facebook, Twitter, YouTube, corporate blogs and others can enrich your services and cost effectively improve customer satisfaction
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Trends in Social Media for Telecommunications: Part 3We have seen that social media usage is growing quickly across all platforms. Yet, its power to grow or destabilize customer relationships promises to have its greatest impact on mobile devices. Not only is mobile data usage rising, but Internet companies are also building new applications to simplify mobile access using geo-location to create context across relationships of people, presence, time and location. If telcos ignore such trends, they risk being dis-intermediated, whereas, the mobile network operator is simply a “pipe” without the ability to monetize social media.In the third of our four-part series we explore how to address the economic and technical challenges raised by profound shifts in how customers obtain services, share information and communicate with enterprises. We look at how on-demand, pay-as-you-go software services help telcos to minimize heavy up-front investment while adapting rapidly to operating in a new environment
