Contests

Company Name: Capgemini

Company URL: www.capgemini.com  

Your Name: Gokul Agiwal

Your Title: Adobe Experience Cloud Practitioner – Manager

Describe your company, the customer experience and business challenge(s) you set out to solve with Adobe Experience Cloud products, and how long your company/organization has been using Adobe Experience Cloud products.

Reimagine customer experience, with Adobe and Capgemini, by harnessing the power of data and insights to elevate brand engagement.

Customers have always wanted products to be available, and competitively priced. But nowadays, they also want immersive experiences with variety, immediacy, and simplicity. They expect you to know how they like things, too. Thousands of people. Thousands of needs. All different. All constantly changing.

An Adobe Platinum Solution Partner, Capgemini will work with you to marry every aspect of a digital marketing solution – across every channel, and every technology, in the most effective way possible – harnessing the power of data and insights 

Recognition for Capgemini

2021 Adobe Digital Experience Partner of the Year Award – EMEA
2021 Best Overall Cloud Native CXM Champion – Adobe Go for Gold Challenge
2021 Adobe Digital experience Partner of the Year Award – EMEA
2021 Adobe Analytics Specialization – APAC

2020 Magento Commerce Specialization – North America
2020 Gartner Magic Quadrant Leader in CRM and Customer Experience Implementation
2020 Adobe Platinum Status

Adobe Experience Cloud Journey

The Capgemini and Adobe alliance offers an unmatched experience that delivers unique value for organizations across the globe.

• Capgemini serves clients globally from multiple geographic Centre of Excellence through our Rightshore® Model.
• These COEs work with Capgemini Consulting, and Applied Innovation Exchange lab to deliver outstanding customer experience
• Our ACE Framework can be readily leveraged for building capabilities using Adobe tools and Solutions for the Customers/Agents across their Acquisition-Onboarding-Purchasing-Servicing Journey
• Quality framework and agile delivery methodology provides faster implementation of Adobe Experience Cloud solutions

Describe how you have integrated and used multiple Adobe Experience Cloud products to solve these challenges to improve and personalize the customer experience/journey. Please provide information that will be helpful in understanding your integration (e.g. architecture diagram, step by step process integration flow, etc.).

One of our fintech client was facing challenges on their current CMS system and marketing tech which lacks in inherited disparate data sets, siloed organisation, and disconnected marketing capabilities.

Details on challenges -

• Client had multiple channels which served secure and public content through different architectures including,
  • End to end management on AEM
  • Partially management on AEM (ex: public pages on AEM, secure pages outside AEM).
  • Complete management outside AEM
• Our client faced multiple challenges including,
  • High dependency on technical team and additional cost for content updates on multiple systems
  • Difficulty in controlling ‘Content Everywhere' vision of 'A single source of truth for information’
  • Duplication of content leading to redundant content and difficulty in management of content across its lifecycle throughout the organization
  • Increased time to market impacting bottom line growth
• Marketing Challenges
  • No Centralized audience management and activation
  • Channels and journeys are siloed.
  • Limited access to data
  • Incomplete feedback loop of marketing activities

Business Solutions - 

• We provided a next-generation solution using Adobe Experience platform services and Adobe Experience Manager that can support both the flexibility of a headless publishing environment with the efficiency of channel-centric content authoring. Our solution included the following,
  • Define and creation of content model, folder structure, taxonomy, user permissions for reusable content
  • Workflows for content translation, authoring
  • Custom content as a service to share content independent of layout
  • Reusable component/templates to share content with layout keeping in mind future requirements
  • Integration with Coveo external search platform
  • Cookie-less static domain to serve digital assets & cache improvements
• Agile + DevOps was used as strategic solution for development, deployment, and maintenance of the websites
• Implementing Adobe Experience Platform capabilities for managing marketing automation program by understanding our customer data better and triggering behaviour-based communications.
  • This result into increases available customer interactions data to support a more enriched personalized customer experience.
  • Facilitate “right message right time” approach enabling real time marketing
  • Consolidation of customer data in centralized platform.

 High Level Architecture Design

Based on your successful use and integration of multiple Adobe Experience Cloud products, describe how it has transformed the customer experience/journey, and the value, business impact, and results your company/organization has realized. Please cite both qualitative and quantitative results as applicable.

• Enabled business to author/publish master experiences or content on AEM that was dynamically made available for multiple channels supported on/outside AEM
• Enabled efficient sharing of digital assets with improved caching and response time
• Reduced development, maintenance, and support cost
• Improved and Efficient delivery through a rigorous build to deployment process through DevOps
• Reduced overall time to Market through,
  • Reusable component/template library
  • Easy onboarding process for new tenant on AEM
  • Easy integration process for sharing content/assets with external applications

• 45% in Cost Savings, 70% Productivity gain for marketing Services
• Increased customer engagements resulting in higher conversion rates and lower drop-off rates.
• Enhanced and personalized customer experience
• Relevant realistic offers based on customer profile & behaviour
• Customer engagement with social channels