Marketing for customer experience
The CMO’s shift: Enhancing customer experiences with data and generative AI.
By leveraging real-time insights and GenAI, CMOs connect with audiences, providing personalized experiences that build lasting connections. Our data-driven approach, supported by GenAI, empowers teams to impact every stage of the customer journey, from awareness to advocacy. In today’s hyperconnected world, CMOs drive exceptional experiences through innovative strategies and brand-building initiatives.
“Digital has disrupted the way customers interact with brands.”
Virginie Regis, Chief Marketing & Communications Officer at Capgemini
The future of marketing is driven by data
Effective investment in generative AI for marketing
In this point of view, we explore how generative AI is changing the face of marketing and the steps marketing organizations are taking to unlock the advantage of this technology today, while also positioning them to access the full range of benefits that will expand across the content life cycle as more adoption barriers fall.
A day in the life of a CMO
Why should CMOs enable real-time marketing to drive sustainable growth?
What matters to today’s consumer
2024 consumer behavior tracker for the consumer product and retail industries.
Creating value through data ecosystems
How Boots UK is redefining marketing operating models and making its own marketing data available to its suppliers.
GEN AI AND Data-driven results
Learnings from CMOs and industry experts interviewed in Capgemini’s CMO Playbook
58% of organizations are already integrating generative AI into their marketing efforts
65% employ data-driven methods to adapt to shifting market dynamics and customer demands or to adjust their campaign strategies
55% marketers foresee generative AI as a catalyst for innovation, motivating teams to think beyond conventional boundaries.
The CMO agenda
Total immersion: How immersive experiences and the metaverse benefit customer experience and operations
Organizations are putting improvement of their customer experiences at the top of their agendas. Mixed reality, including augmented reality and virtual reality, has allowed companies to provide a differentiated customer experience. In this report, we examine the potential and impact of these technologies.
Transforming the telecoms customer experience
Liberty Latin America launches a digital transformation project to deliver revitalized B2C and B2B customer experiences.
Co-creating a high-class customer experience
Hunkemöller implements a system that consolidates all customer service agent activities into a single tool, seamlessly integrating the landscape.
Driving digital transformation for a better brand experience
Subway is on a multi-year transformation journey to strengthen its brand to better meet the needs of guests and franchisees.
“Chief Challenges”
Disruption fatigue
In the coming era of socially and environmentally conscious business, disruption alone won’t be a sufficient differentiator. Issues such as climate change, social justice, and mental health have become critically important to many workers and consumers, pressuring businesses to change their products and practices. Instead, organizations will need to embody and advance that purpose. Download the report to learn more.
What all brands must have
We ask Leanne Fremar, Chief Brand Officer at JPMorgan Chase, how she’s leading her organization into the future.
“Chief Challenges”
Want to know how to navigate the new realities of leadership? Visit “Chief Challenges”, an interactive series for marketing executives.
Does your brand serve a purpose?
Take this brief survey to understand your brand’s relationship with its purpose.
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