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Immersive Experiences

Customer and employee expectations are changing. Ordinary digital engagement is not enough. Immersive experiences can help you create connections with your customers and employees that result in loyalty, and help you outperform your competitors.

More brands are leveraging technology to create natural and intuitive experiences at various touchpoints – and the result is engagements that are not only personalized but also go above and beyond in terms of convenience and sensory appeal.  
 
84% of customers say that the experience provided by a company is as important as its products and/or services. So, when brands creatively design experiences that use a combination of modalities (think flat UI, natural interfaces, and XR), they can create multi-sensory customer experiences that evoke a sense of wonder, freedom, and joy among customers and employees that lead to emotional connections.

As long as people, technology and current events keep changing, customer demands will drive expectations higher and higher. Immersive customer experience will need to adapt and evolve. We strategize, design, build and execute immersive experiences that are contextually relevant, multi-sensory, and emotionally engaging.

We can help you deliver richer quality immersive experiences.

Immersive experiences

A new era of customer behavior is presenting itself.

“Immersive design isn’t just about creating experiences; it’s about crafting powerful narratives that captivate audiences, forge emotional connections, and transform businesses into memorable journeys where every interaction becomes a chain of connective experiences; combining to create an unforgettable chapter in the story of customer success.”

Amish Desai, Global Head Immersive and Experience Design

    Valmet – Global delivery of business and engineering application management

    Valmet is a leading global developer and supplier of process technologies, automation and services for the pulp, paper and energy industries.

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    Volkswagen Group Sweden revamps the customer experience with Salesforce

    The automotive OEM partners with Capgemini to implement a new CRM platform based on Salesforce and MuleSoft technology to deliver a better customer and employee experience

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    Hel.fi -palvelun teknologiavalinta ja arkkitehtuurin päivitys

    Capgeminin strateginen kumppanuus Helsingin kaupungin kanssa on jatkunut yli 10 vuotta. Yhteistyöhön on mahtunut satoja kaupungin digitalisaatiota ja toimivuutta edistäviä hankkeita. Tuorein esimerkki on kuntalaisia palvelevan hel.fi -palvelun uudistustyö, jonka suuntaa Capgemini on määrittänyt teknologiavalinnan ja sivuston arkkitehtuurin osalta.

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    The Municipality of Oslo explores chatbots to respond to citizen requests

    The Municipality of Oslo explores chatbots to respond to citizen requests

    By partnering with Capgemini, the Municipality of Oslo develops proof of concept chatbot and RPA to respond to citizen and employee requests

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    Aggreko fully integrated field service solution

    Aggreko puts customers first with new, fully integrated field service solution

    Capgemini helps to deliver business efficiencies, improved productivity and customer service with Field Service Lightning from Salesforce

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      What we do

      People buy with their eyes. Despite the significant increase in online shopping, consumers still like to see what their purchases look like — on themselves, in their home, in their car. Research reveals that consumers are 11x more likely to buy furniture if they can see it in their home setting using augmented reality. 

      Being immersed in the buying experience, to have power and choice in how something tastes, feels, or is configured/customized/tailored is a game-changer. 
       
      While data is an integral part of what we do, we also bring together creative design and the enabling technologies needed to provide multi-sensory experiences. These extend from flat UI experiences derived from interaction with a website or native apps via smart devices, through natural interfaces, such as touch and body movement, gestures, speech/conversational commands, etc., to the extended reality of AR, MR and VR. 
       
      Our solutions are transforming the way people feel about their shopping experience and how enterprises derive revenue. 

      Why do immersive field services experiences matter? The borders between physical and digital ways of working are blurring. Manufacturing and field service workers increasingly expect seamless, hyper customized experiences enabled by digital data and immersive technology. 

      Manufacturers are increasingly using new and emerging technologies to enable their workforce to optimize product development, engineering, and manufacturing processes, and to re-shape product and field or customer service portfolios. Smart devices, 3D prototyping, and extended reality technology solutions are changing employee expectations. 
       
      Capgemini Immersive Experiences for Field Service addresses the challenge of digital continuity across the produce lifecycle, from design to operations. We achieve this by bringing together creative design and the enabling technologies needed to provide immersive experiences. These range from natural interfaces, such as touch and body movement, gestures, speech/conversational commands, etc., to the extended reality of AR, MR and VR, along with IoT sensors, connectivity/5G and artificial intelligence (AI).

      Designed to deliver optimum business value, our solutions ensure a tangible ROI, while maximizing user-acceptance in the field.

      Just as delivering positive emotional outcomes drives loyalty with customers, it can also increase retention and engagement among employees. Work/life balance, empowerment, and confidence are all pleasures that an employee wants. And pain avoidance comes in the guise of faster learning, better retention, and better focus.

      The notion of employee experience can still be anything from an afterthought to not really considered at all. Yet, it is a rich source of potential for many businesses, and even more so when considered in conjunction with customer experience. Delivering emotion is absolutely key and immersive employee experiences are something companies should build in the future.
       
       We can help you improve the employee experience with more efficient operations, lead time reduction, heightened quality, enhanced traceability, reduced risks and training time, and improved customer service all leading to increased employee recruiting and retention. 

      The metaverse is the future of experience – promising to provide brands with a new, intriguing collective virtual space where they can deliver deeper immersive branded experiences to customers and employees.

      Like virtual reality before it, the metaverse is quickly graduating from invasive early wearable prototypes to a viable customer-experience channel – home to gaming, shopping, workspaces, social spaces, virtual neighborhoods, live concerts, and many other ways to engage, connect, and interact.
       
      Before investing budget and diving into the digital version of a physical world, it’s important to take a step back to explore and visualize the type of experiences the organization should deliver that will connect more deeply with the customer and employee and bring value to the brand. Let Capgemini help you.

        Conversational Commerce Proposition

        Build relationships of value with consumers, and offer an entirely new way to interact with brands.

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        Andy 3D Platform: Remote assistance and asset revamping

        Our remote assistance platform reduces mistakes and improves cycles times.

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        New business models

        Is it possible to operate a business that meets the needs of people and planet while also making a profit?

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        Smart Mobility Connect

        Empowering OEMs to create the mobility ecosystem of the future designed with people at heart.

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        Inventive shopping

        Focusing on the crucial question, what kind of retailer do your customers need you to be?

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        Net zero strategy

        How can the modern enterprise achieve a 45% cut in CO2 emissions by 2030 and become net zero by 2050?

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          Immersive Commerce Experience

          Ordinary is not enough

          Research and insights

          Point of view

          How immersive commerce is making the shopping experience extraordinary
          Report

          What matters to today’s consumer: 2024 consumer behavior tracker for the consumer product and retail industries

          capgemini-research-institute
          Point of view

          Transform workspace experiences with immersive technologies
          Report

          Total immersion: How immersive experiences and the metaverse benefit customer experience and operations

          capgemini-research-institute

          Expert perspectives

          Customer experience

          Technology Trends for Businesses in Finland with the TechnoVision Report

          Jukka Tuominen
          May 27, 2022
          Customer experience

          How a few operators have changed customer communication forever

          Yannick Martel
          Apr 22, 2022
          Customer experience

          Make virtual experiences tangible with immersive technology

          Darshan Shankavaram
          Jun 20, 2022

          Meet our experts

          Alex Smith-Bingham

          Executive Vice President, Group Offer Lead for Customer First; Digital Customer Experience Lead for UK
          “Customer Experience covers all the support and help our clients need between them and their customers. This will range from changing their purpose, their propositions, new capabilities in sales/service/marketing and commerce, immersive experiences, new operating models, and new ways of working and ecosystems. We harness our global capability in strategic innovation (frog), business consulting, DCX solutions, Insight & Data and run operations in technology and business services.”
          Darshan Shankavaram

          Darshan Shankavaram

          Executive Vice President, Digital Customer Experience Global Practice Leader
          “I have close to 30 years of domain experience, with more than ten years within Digital and Mobile. I have led product concept-to-sell, business development, pre-sales, solutioning and technical implementation of CX transformation programs.”
          Jason Crellin

          Jason Crellin

          Global CTO for Customer Experience and Principal Architect
          Jason is our global CTO for customer experience; working across our portfolio and partner ecosystem to shape our CX and technology vision. With almost 30 years of architecture experience, he helps our clients evaluate, design, and build their CX and digital experience roadmaps. His experience spans data platforms and AI, marketing, content, sales, commerce, and service domains and how they can be efficiently integrated to create a digital experience platform.
          Amol Jadhav

          Amol Jadhav

          Global Head of Experience Design and Engineering at Capgemini Financial Services
          “I am an engineer and passionate technology & business leader with over two decades of experience shaping the Digital Strategy and transformation for banking, insurance and the e-commerce industry. I specialize in defining, developing, owning & implementing strategic vision, frameworks and solutions delivery. I have also led engineering teams responsible for reimagining CX for both internal and external customer facing Digital channels, and Innovation streams to identify and deliver solutions that accelerate growth, reduce costs, and improve customer and employee experience for our clients.”
          Kapil Joshi

          Kapil Joshi

          Experience Design Consultant and Practice Lead
          “I lead Experience Design (UX) Practice for Capgemini Financial Services SBU and have 20 years experience in Design Strategy & Consulting for Mobile and Enterprise Banking & Insurance applications. I manage & deliver Design Engagements with expertise in User Experience Strategy, User Research, Contextual Inquiry, Conceptualization, Persona Building, Storyboarding, Customer Journey, Information Architecture and Rapid Interactive Prototyping through Capgemini’s Design Methodology –  Rapid Design & Visualization (RDV). I have worked across the globe at different customer locations in North America, United Kingdom & APAC and helped banking & insurance customer to enhance their customer experience.”

          Amish Desai

          Global Head of Immersive & Experience Design, Digital Customer Experience
          With 20+ years in digital transformation, Amish has led Fortune 100 firms to profit through design and product innovation. Highlights include training 2,000+ CPG staff in Design Thinking, pioneering digital-first ventures in finance, and launching connected commerce for a century-old retailer. His pinnacle achievement is forming global teams that excel in crafting digital customer experiences at the nexus of immersive tech, customer insight, and business value. He teaches UX design, product, and strategy in academic and entrepreneurial institutions as a token of gratitude for those who have assisted him over the years.

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