Omnichannel Customer Journeys

The leap forward in Digital over the last few years has put powerful new tools into the hands of banks, insurers, and other financial services companies. But many of these tools are also in the hands of the industry’s customers – radically changing customer expectations of our industry.

Key challenges

Financial Services customers now expect sales and service when they choose, from where they choose, using the device they choose. And they expect a seamless customer experience across all communication and service channels. They expect an OMNICHANNEL experience, spanning face-to-face (whether in-branch or through intermediaries), mail, email, telephone, desktop and mobile web, and social media. Customers also now expect to be ENGAGED by their financial services provider. They expect their banks and insurers to know them, and their contact history. And they expect their provider to use that knowledge to bring relevant information, services and products to them – proactively. That’s no small ask.

 

Our Expertise and Unique Approach

Capgemini Consulting is an expert in developing and implementing omnichannel customer strategies for financial services firms. Working collaboratively with our clients, we help banks and insurers to create new visions for their customer relationships – aligned with their business strategy. We then help our clients to develop, and implement, omnichannel customer journeys that are seamless, personalised, engaging and delightful.
 
Our offer rests on three essential elements:
 

  • A team with deep experience in the financial services industry
  • Comprehensive research and analysis focused on banks and insurers
  • A powerful capacity to prototype new customer experiences using innovative approaches and technologies.

 

Track Record and Value Delivery

For years, we have accompanied banking and insurance leaders in reinventing their front-to-back customer experience. Prominent institutions have chosen to work with us for the unique characteristics we embody:
 

  • Convictions and values that promote the long-term quality of customer relationships
  • Capacity to carry vision through to execution
  • Ability to leverage latest digital solutions
  • A renowned international network.

 

Key resources

Contact our experts