{"id":533721,"date":"2024-04-05T09:18:07","date_gmt":"2024-04-05T09:18:07","guid":{"rendered":"https:\/\/www.capgemini.com\/ch-en\/?post_type=research-and-insight&#038;p=533721"},"modified":"2025-04-02T08:48:58","modified_gmt":"2025-04-02T08:48:58","slug":"ramping-up-customer-experience-cx-from-interaction-to-engagement","status":"publish","type":"research-and-insight","link":"https:\/\/www.capgemini.com\/ch-en\/insights\/research-library\/ramping-up-customer-experience-cx-from-interaction-to-engagement\/","title":{"rendered":"Ramping up customer experience (CX) \u2013 from interaction to engagement"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-reusable header heroReusable  \"><div class=\"header-bgs\"><picture><source srcset=\"https:\/\/www.capgemini.com\/ch-en\/wp-content\/uploads\/sites\/44\/2025\/01\/Genesys_PoV-Ramping-up-customer-experience-CX.jpg?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/ch-en\/wp-content\/uploads\/sites\/44\/2025\/01\/Genesys_PoV-Ramping-up-customer-experience-CX.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/ch-en\/wp-content\/uploads\/sites\/44\/2025\/01\/Genesys_PoV-Ramping-up-customer-experience-CX.jpg?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/ch-en\/wp-content\/uploads\/sites\/44\/2025\/01\/Genesys_PoV-Ramping-up-customer-experience-CX.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/ch-en\/wp-content\/uploads\/sites\/44\/2025\/01\/Genesys_PoV-Ramping-up-customer-experience-CX.jpg?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/ch-en\/wp-content\/uploads\/sites\/44\/2025\/01\/Genesys_PoV-Ramping-up-customer-experience-CX.jpg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/ch-en\/wp-content\/uploads\/sites\/44\/2025\/01\/Genesys_PoV-Ramping-up-customer-experience-CX.jpg?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/ch-en\/wp-content\/uploads\/sites\/44\/2025\/01\/Genesys_PoV-Ramping-up-customer-experience-CX.jpg?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/ch-en\/wp-content\/uploads\/sites\/44\/2025\/01\/Genesys_PoV-Ramping-up-customer-experience-CX.jpg\" class=\"header-img header-img-d\" alt=\"Ramping up customer experience (CX)\" style=\"object-fit:cover;object-position:41% 50%\" loading=\"eager\"\/><\/picture><\/div><div class=\"heroPictureCardHeaderShape\"><\/div><div class=\"container\"><div class=\"row\"><div class=\"col-md-12\"><div class=\"box\"><div class=\"boxTagWrapper\"><div class=\"tagInfo\"><div><span class=\"box-tag\">Customer first<\/span><\/div><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">Ramping up customer experience (CX) \u2013 from interaction to engagement<\/h1><\/div><h2 class=\"reasearchInsightTitle\">How banks are hyper-personalizing contact center interactions with generative AI copilots<\/h2><div class=\"inner-row-insight download-btn\"><div class=\"col-md-4 downloadFiles addPadding\"><a class=\"button-download--small\" type=\"download\" href=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/03\/2024-03-27_CCT-tech-GENESYS_PoV_final_Weblocked_JJ.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><span>Download our point of view<\/span><span class=\"type\">3 MB  pdf<\/span><\/a><\/div><\/div><\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-1\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/www.capgemini.com\/?post_type=research-and-insight&amp;p=1010886\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/shareArticle?url=https:\/\/www.capgemini.com\/?post_type=research-and-insight&amp;p=1010886\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div class=\"col-12 col-md-11 col-lg-10\"><div class=\"article-text article-quote-text\">\n<h2 class=\"wp-block-heading\" id=\"h-with-the-accelerating-embrace-of-generative-ai-banks-have-a-once-in-a-generation-opportunity-to-reimagine-customer-experiences\">With the accelerating embrace of generative AI, banks have a once-in-a-generation opportunity to reimagine customer experiences.<\/h2>\n\n\n\n<p>This includes hyper-personalizing contact center interactions to enable engaging with customers in new ways.<\/p>\n\n\n\n<p>Although highly-personalized human interactions remain critical to attracting, retaining, and monetizing banking relationships, most bank contact centers are challenged to meet today\u2019s evolving personalization expectations as pools of customer data are trapped in silos.<\/p>\n\n\n\n<p><strong>Download our point of view in partnership with Genesys and discover:\u202f<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>How banks are overcoming traditional contact center hurdles to empower staff with a purpose-built type of generative AI, known as a copilot, that can rapidly present CSRs with multifaceted of in-context customer insights.<\/li>\n\n\n\n<li>What critical capabilities banks should look for in a comprehensive, secure, and compliant cloud-based platform to ensure a co-pilot collaborates with CSRs efficiently and effectively.<\/li>\n\n\n\n<li>The five critical steps for successfully implementing a contact center co-pilot platform to enable achieving transformation goals.<\/li>\n<\/ul>\n\n\n\n<div class=\"wp-block-buttons is-content-justification-center is-layout-flex wp-container-core-buttons-is-layout-a89b3969 wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/03\/2024-03-27_CCT-tech-GENESYS_PoV_final_Weblocked_JJ.pdf\" target=\"_blank\" rel=\"noreferrer noopener\">Download our point of view<\/a><\/div>\n<\/div>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n<section class=\"latest-insights layout-even layout-even-all-purple-cards \"><div class=\"container\"><div class=\"insight-title\"><h2 class=\"latest-insight-title\">Latest insights<\/h2><\/div><div class=\"layout-two-card cards-normal\">\n                                <div class=\"row align-items-center\"><div class=\"card-image-wrapper\">\n                                <div class=\"card-image\" data-image-url=\"https:\/\/www.capgemini.com\/ch-en\/insights\/research-library\/world-retail-banking-report\/\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<picture>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/ch-en\/wp-content\/uploads\/sites\/44\/2024\/03\/Website-hero-banner-2880x1800-1.jpg?w=800&#038;quality=70 1x, https:\/\/www.capgemini.com\/ch-en\/wp-content\/uploads\/sites\/44\/2024\/03\/Website-hero-banner-2880x1800-1.jpg?w=800&#038;quality=70 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 1500px)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/ch-en\/wp-content\/uploads\/sites\/44\/2024\/03\/Website-hero-banner-2880x1800-1.jpg?w=800&#038;quality=70 1x, https:\/\/www.capgemini.com\/ch-en\/wp-content\/uploads\/sites\/44\/2024\/03\/Website-hero-banner-2880x1800-1.jpg?w=800&#038;quality=70 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 992px)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/ch-en\/wp-content\/uploads\/sites\/44\/2024\/03\/Website-hero-banner-2880x1800-1.jpg?w=800&#038;quality=70 1x, https:\/\/www.capgemini.com\/ch-en\/wp-content\/uploads\/sites\/44\/2024\/03\/Website-hero-banner-2880x1800-1.jpg?w=800&#038;quality=70 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 768px)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/ch-en\/wp-content\/uploads\/sites\/44\/2024\/03\/Website-hero-banner-2880x1800-1.jpg?w=350&#038;quality=70 1x, https:\/\/www.capgemini.com\/ch-en\/wp-content\/uploads\/sites\/44\/2024\/03\/Website-hero-banner-2880x1800-1.jpg?w=700&#038;quality=70 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 0)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/ch-en\/wp-content\/uploads\/sites\/44\/2024\/03\/Website-hero-banner-2880x1800-1.jpg\" alt=\"World Retail Banking Report 2025\" style=\"object-position: 50% 50%; object-fit: cover;\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/picture>\n                                <\/div>\n                            <\/div><div class=\"col-12 col-lg-4 d-md-none d-lg-block\"><\/div><div class=\"col-12 col-md-6 col-lg-4\">\n                           <a href=\"https:\/\/www.capgemini.com\/ch-en\/insights\/research-library\/world-retail-banking-report\/\" aria-label=\"World Retail Banking Report 2025\" class=\"card-link-holder\">\n                            <div class=\"insight-card insight-card-center\">\n                                <div class=\"card-tag\">ÎÚÑ»´«Ã½ Research Institute<\/div>\n                                <h3 class=\"card-title\">World Retail Banking Report 2025<\/h3>\n                                <div class=\"insight-card-footer\">\n                                    <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/ch-en\/wp-content\/themes\/capgemini2025\/assets\/images\/capgemini-research-institute.svg\" alt=\"capgemini-research-institute\" class=\"light\">\n\t\t\t\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/ch-en\/wp-content\/themes\/capgemini2025\/assets\/images\/capgemini-research-institute-white.svg\" alt=\"capgemini-research-institute\" class=\"dark\">\n                                <\/div>\n                            <\/div>\n                            <\/a>\n                        <\/div>\n                    <div class=\"col-12 col-md-6 col-lg-4\">\n                            <a href=\"https:\/\/www.capgemini.com\/ch-en\/insights\/research-library\/cmo-playbook-gen-ai\/\" aria-label=\"Generative AI and the evolving role of marketing: A CMO\u2019s playbook\" class=\"card-link-holder\">\n                            <div class=\"insight-card insight-card-start\">\n                                <div class=\"card-tag\">ÎÚÑ»´«Ã½ Research Institute<\/div>\n                                <h3 class=\"card-title\">Generative AI and the evolving role of marketing: A CMO\u2019s playbook<\/h3>\n                                <div class=\"insight-card-footer\">\n                                    <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/ch-en\/wp-content\/themes\/capgemini2025\/assets\/images\/capgemini-research-institute-white.svg\" alt=\"capgemini-research-institute\" class=\"light\">\n                                    <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/ch-en\/wp-content\/themes\/capgemini2025\/assets\/images\/capgemini-research-institute-white.svg\" alt=\"capgemini-research-institute\" class=\"dark\">\n                                <\/div>\n                            <\/div>\n                            <\/a>\n                        <\/div>\n                    <\/div>\n                    <\/div><\/div><\/section>\n\n<section class=\"section section--expert-perspectives\"><div class=\"container\"><div class=\"content-title\"><h2 class=\"expert-heading\">Expert perspectives<\/h2><\/div><div class=\"expert-prospective-container\"><div class=\"row\"><div class=\"col-12 col-md-4 row-space\"><div class=\"box\"><div class=\"box-img-wrapper\"><a href=\"https:\/\/www.capgemini.com\/ch-en\/insights\/expert-perspectives\/a-strategic-approach-for-banking-contact-centers\/\" aria-label=\"A strategic approach for banking contact centers\" tabindex=\"-1\"><img decoding=\"async\" class=\"box-img\" alt=\"\" src=\"https:\/\/www.capgemini.com\/ch-en\/wp-content\/uploads\/sites\/44\/2024\/03\/banking.jpeg?w=600&#038;quality=70\" style=\"object-position: 50% 50%; object-fit: cover;\" loading=\"lazy\" \/><\/a><\/div><div class=\"box-inner\"><div class=\"box-tag\">Customer experience, Technology<\/div><a class=\"content-box-title\" href=\"https:\/\/www.capgemini.com\/ch-en\/insights\/expert-perspectives\/a-strategic-approach-for-banking-contact-centers\/\" aria-label=\"A strategic approach for banking contact centers\"><h3 class=\"expert-subtitle\">A strategic approach for banking contact centers<\/h3><\/a><div class=\"box-bottom\">\n\t\t\t<img decoding=\"async\" class=\"box-logo box-logo-default \" loading=\"lazy\" alt=\"\" src=\"https:\/\/www.capgemini.com\/ch-en\/wp-content\/themes\/capgemini2025\/assets\/images\/cg-logo-blue.svg\" \/><div class=\"date-name-info\"><div class=\"author-text\">ÎÚÑ»´«Ã½<\/div><div class=\"date-text\">Mar 20, 2024<\/div><\/div><\/div><\/div><\/div><\/div><div class=\"col-12 col-md-4 row-space\"><div class=\"box\"><div class=\"box-img-wrapper\"><a href=\"https:\/\/www.capgemini.com\/ch-en\/insights\/expert-perspectives\/empowering-agents-how-generative-ai-supports-contact-center-agents-in-banking\/\" aria-label=\"Empowering agents: How generative AI supports contact center agents in banking\" tabindex=\"-1\"><img decoding=\"async\" class=\"box-img\" alt=\"\" src=\"https:\/\/www.capgemini.com\/ch-en\/wp-content\/uploads\/sites\/44\/2023\/10\/GettyImages-1318603905-1.jpg?w=600&#038;quality=70\" style=\"object-position: 50% 50%; object-fit: cover;\" loading=\"lazy\" \/><\/a><\/div><div class=\"box-inner\"><div class=\"box-tag\">Customer experience, Data and AI<\/div><a class=\"content-box-title\" href=\"https:\/\/www.capgemini.com\/ch-en\/insights\/expert-perspectives\/empowering-agents-how-generative-ai-supports-contact-center-agents-in-banking\/\" aria-label=\"Empowering agents: How generative AI supports contact center agents in banking\"><h3 class=\"expert-subtitle\">Empowering agents: How generative AI supports contact center agents in banking<\/h3><\/a><div class=\"box-bottom\">\n\t\t\t<img decoding=\"async\" class=\"box-logo  \" loading=\"lazy\" alt=\"\" src=\"https:\/\/www.capgemini.com\/ch-en\/wp-content\/uploads\/sites\/44\/2022\/10\/Vinay-Patel-1.jpg?w=960\" \/><div class=\"date-name-info\"><div class=\"author-text\">Vinay Patel<\/div><div class=\"date-text\">Oct 27, 2023<\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n<section class=\"wp-block-cg-blocks-learn-more learnMoreBlock updated-new-sample-amal\"><div class=\"container\"><div class=\"content-title\"><h2 class=\"learnmore-heading\">Learn more<\/h2><\/div><div class=\"row\"><div class=\"col-md-4\"><div class=\"box\"><div class=\"box-wrapper\"><a class=\"box-title\" href=\"https:\/\/www.capgemini.com\/ch-en\/industries\/banking-and-capital-markets\/retail-and-commercial-banking\/\" target=\"\" aria-label=\"Retail and commercial banking\" rel=\"noopener noreferrer\"><div class=\"box-img-wrapper\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/12\/ÎÚÑ»´«Ã½_Industries_Capital-Markets_Retail-banking-e1638447185800-1.jpg?w=500&amp;quality=70\" srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/12\/ÎÚÑ»´«Ã½_Industries_Capital-Markets_Retail-banking-e1638447185800-1.jpg?w=500&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/12\/ÎÚÑ»´«Ã½_Industries_Capital-Markets_Retail-banking-e1638447185800-1.jpg?w=1000&amp;quality=70 2x\" class=\"box-img\" alt=\"\" style=\"object-fit:cover;object-position:50% 50%\" loading=\"lazy\"\/><\/div><h3 class=\"titleWithoutLink_learnMore\">Retail and commercial banking<\/h3><\/a><\/div><\/div><div class=\"box-inner\"><p class=\"box-desc\">Traditional industry boundaries are blurring as banks become virtually invisible. Across the retail and business segments, banks need to enrich their customer value and create agile business models.\u00a0We can accompany you in becoming a truly global bank.<\/p><\/div><\/div><div class=\"col-md-4\"><div class=\"box\"><div class=\"box-wrapper\"><a class=\"box-title\" href=\"https:\/\/www.capgemini.com\/solutions\/driving-customer-centricity-in-banking-and-capital-markets\/\" target=\"_blank\" aria-label=\"Customer first, banking and capital markets\" rel=\"noopener noreferrer\"><div class=\"box-img-wrapper\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/04\/The-metrics-that-matter.jpg?w=500&amp;quality=70\" srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/04\/The-metrics-that-matter.jpg?w=500&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/04\/The-metrics-that-matter.jpg?w=1000&amp;quality=70 2x\" class=\"box-img\" alt=\"\" style=\"object-fit:cover;object-position:50% 50%\" loading=\"lazy\"\/><\/div><h3 class=\"titleWithoutLink_learnMore\">Customer first, banking and capital markets<\/h3><\/a><\/div><\/div><div class=\"box-inner\"><p class=\"box-desc\">Banking customers have spoken. They expect accessible, personalized services tailored to their individual needs and lifestyles. Ready to unlock the power of customer-centricity?<\/p><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":440,"featured_media":544512,"template":"","meta":{"cg_dt_proposed_to":[],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"","cg_seo_hreflang_x_default_relation":"{\"uuid\":\"69f322a8-6225-444e-9f8a-1f527ac122fa\",\"blogId\":\"\",\"domain\":\"\",\"sitePath\":\"\",\"postLink\":\"\",\"postId\":null,\"isSaved\":true,\"isCrossLink\":false,\"hasCrossLink\":false}","cg_dt_approved_content":true,"cg_dt_mandatory_content":false,"cg_dt_notes":"","cg_dg_source_changed":true,"cg_dt_link_disabled":false,"footnotes":"","related_resource_url":"","related_resource_id":0,"related_resource_size":"","related_resource_type":"","cg_author":0,"_yoast_wpseo_primary_theme":221,"primary_term":"Customer 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