{"id":502911,"date":"2021-10-25T11:49:00","date_gmt":"2021-10-25T11:49:00","guid":{"rendered":"https:\/\/www.capgemini.com\/?post_type=research-and-insight&#038;p=675414"},"modified":"2025-03-18T10:16:35","modified_gmt":"2025-03-18T10:16:35","slug":"innovation-nation-autumn-2021","status":"publish","type":"research-and-insight","link":"https:\/\/www.capgemini.com\/fi-en\/insights\/research-library\/innovation-nation-autumn-2021\/","title":{"rendered":"Innovation Nation | Autumn 2021"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-reusable is-style-blue-line header heroReusable  \"><div class=\"header-bgs\"><picture><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/01\/ÎÚÑ»´«Ã½_Bsv_Driving-a-seamless-customer-experience.jpg?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/01\/ÎÚÑ»´«Ã½_Bsv_Driving-a-seamless-customer-experience.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/01\/ÎÚÑ»´«Ã½_Bsv_Driving-a-seamless-customer-experience.jpg?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/01\/ÎÚÑ»´«Ã½_Bsv_Driving-a-seamless-customer-experience.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/01\/ÎÚÑ»´«Ã½_Bsv_Driving-a-seamless-customer-experience.jpg?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/01\/ÎÚÑ»´«Ã½_Bsv_Driving-a-seamless-customer-experience.jpg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/01\/ÎÚÑ»´«Ã½_Bsv_Driving-a-seamless-customer-experience.jpg?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/01\/ÎÚÑ»´«Ã½_Bsv_Driving-a-seamless-customer-experience.jpg?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/01\/ÎÚÑ»´«Ã½_Bsv_Driving-a-seamless-customer-experience.jpg\" class=\"header-img header-img-d\" alt=\"\" style=\"object-fit:cover;object-position:50% 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\">Innovation Nation<\/span><\/div><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">Innovation Nation | Autumn 2021<\/h1><\/div><h2 class=\"reasearchInsightTitle\">Special feature: Driving a seamless customer experience<\/h2><div class=\"inner-row-insight download-btn\"><div class=\"col-md-4 downloadFiles \"><a class=\"button-download--small\" type=\"download\" href=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2021\/10\/Driving-a-seamless-customer-experience-Innovation-Nation-magazine-Autumn-2021-edition.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><span>Download magazine<\/span><span class=\"type\">12 MB  pdf<\/span><\/a><\/div><div class=\"col-md-4 downloadFiles \"><a class=\"button-download--small\" type=\"download\" href=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2021\/10\/A-perspective-on-seamless-customer-operations-Infographic.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><span>Download infographic<\/span><span class=\"type\">766 KB  pdf<\/span><\/a><\/div><\/div><\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-intro-para undefined section section--intro\"><div class=\"intro-para\"><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\/fi-en\/insights\/research-library\/innovation-nation-autumn-2021\/\" 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-tw\"><a href=\"https:\/\/twitter.com\/intent\/tweet?url=https:\/\/www.capgemini.com\/fi-en\/insights\/research-library\/innovation-nation-autumn-2021\/&amp;text=Innovation Nation | Autumn 2021\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-tw\"><\/i><span class=\"sr-only\">Twitter<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/sharing\/share-offsite\/?url=https:\/\/www.capgemini.com\/fi-en\/insights\/research-library\/innovation-nation-autumn-2021\/&amp;text=Innovation Nation | Autumn 2021\" 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\"><h2 class=\"intro-para-title\">Helping to reimagine your business operations<\/h2><p class=\"intro-para-content\">The world over, the global pandemic has been a source of massive and unprecedented upheaval. More than that, the disruption caused to our daily lives has created unique opportunities, and has highlighted the incredible ability for humans to adapt and evolve.<br><br>The greatest lesson the pandemic has taught us is the true value of meaningful and personalized connections \u2013 even when enabled solely through digital. When the streets fell silent and we were confined behind walls, our digital devices became the primary enabler of human connection. Young and old learnt to deliver the expanse of our emotions, experiences, sadness, and exhilaration through a single pane of glass \u2013 something that has remained with us.<\/p><\/div><\/div><\/div><\/div><\/section>\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-11 col-lg-10 offset-md-1 offset-lg-1\"><div class=\"article-text article-quote-text\">\n<p>The pandemic brought in the new age of \u201calways on.\u201d Being continuously connected is the new reality of our lives. Work-life balance has been replaced by work-life integration. We have become familiar with our colleagues\u2019 pets and families. This \u201calways on\u201d is our new customer expectation paradigm. Our customers now expect to connect meaningfully, interact with our shopfront, and transact at the time, place, and channel of their choosing.<\/p>\n\n\n\n<p>The age of data also gained more depth and velocity as the shopfront and interactions moved online. Customer insights are now the fuel of marketeers. Data also helps us to be intentional and purposeful in matching technology with the needs of our customers.<\/p>\n\n\n\n<p>ÎÚÑ»´«Ã½\u2019s Digital Customer Operations suite of offers takes its inspiration from the lessons of the pandemic. ÎÚÑ»´«Ã½\u2019s vision of customer operations combines a human-digital hybrid that enables the \u201calways on\u201d lifestyle and embodies the spirit of the digital-native customer. Keeping the customer first, we have crafted three offers that integrate humans and machines to deliver end-to-end services covering Digital Customer Interactions, Connected Marketing Operations, and Digital Sales Operations. With these, we cover the customer lifecycle of attraction, delight, and retention.<\/p>\n\n\n\n<p>With this in mind, our autumn 2021 edition of&nbsp;<em>Innovation Nation<\/em>&nbsp;focuses on how at ÎÚÑ»´«Ã½ we enable more meaningful and frictionless relationships between our clients, their front-line staff and their customers. The articles and interviews you\u2019re about to read not only celebrate the importance of building meaningful connections with the people around us, but how ÎÚÑ»´«Ã½ is enabling that journey in a better, more personalized way.<\/p>\n\n\n\n<p><\/p>\n\n\n\n<div class=\"wp-block-media-text alignwide is-stacked-on-mobile\" style=\"grid-template-columns:20% auto\" id=\"attachment_660209\"><figure class=\"wp-block-media-text__media\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2021\/11\/Anjali-Pendlebury-Green-Global-Head-of-the-Digital-Customer-Operations-Practice-Business-Services-ÎÚÑ»´«Ã½-e1638265010791.jpg?w=204\" alt=\"Anjali Pendlebury-Green, Global Head of the Digital Customer Operations Practice, Business Services ÎÚÑ»´«Ã½\" class=\"wp-image-660209 size-full\"\/><\/figure><div class=\"wp-block-media-text__content\">\n<p>Anjali Pendlebury-Green,<br>Global Head of the Digital Customer Operations Practice,<br>Business Services<\/p>\n<\/div><\/div>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n<section class=\"section latestStoriesBlock \"><div class=\"container\"><div class=\"contentTitle\"><h2 class=\"story-heading\">Highlights from this edition<\/h2><\/div><div class=\"bleedImageWrapper row \"><div class=\"col-md-4 storyBox\">\n\t\t\t\t\t<div class=\"storyInfo FirstStoryTextInFourStories\">\n\t\t\t\t\t\t<span class=\"storyTag\">Expert perspective<\/span>\n\t\t\t\t\t\t<a class=\"storyTitle\" href=\"\/insights\/expert-perspectives\/implementing-a-frictionless-customer-experience\/\" aria-label=\"Implementing a frictionless customer experience\" ><h3 class=\"story-subtitle\">Implementing a frictionless customer experience<\/h3><\/a>\n\t\t\t\t\t\t<p>Anjali Pendlebury-Green talks to Robert Brillhart on how ÎÚÑ»´«Ã½\u2019s Digital Customer Operations portfolio integrates humans and machines to drive a more meaningful, productive, and frictionless digital customer experience.<\/p>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div><div class=\"col-md-8 storyBox\">\n\t\t\t\t<div class=\"imageWrapper imgWrapperFourStories escaper escaper-right\">\n\t\t\t\t\t<a href=\"\/insights\/expert-perspectives\/implementing-a-frictionless-customer-experience\/\" aria-label=\"Implementing a frictionless customer experience\"  tabindex=\"-1\">\n\t\t\t\t\t<picture>\n\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2021\/10\/ÎÚÑ»´«Ã½_CRI_Reinvent-the-customer-experience-with-5G.jpg?w=1024&#038;quality=70\"\n\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<source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2021\/10\/ÎÚÑ»´«Ã½_CRI_Reinvent-the-customer-experience-with-5G.jpg?w=1024&#038;quality=70\"\n\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<source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2021\/10\/ÎÚÑ»´«Ã½_CRI_Reinvent-the-customer-experience-with-5G.jpg?w=500&#038;quality=70\"\n\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<img decoding=\"async\" loading=\"lazy\" class=\"box-img\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2021\/10\/ÎÚÑ»´«Ã½_CRI_Reinvent-the-customer-experience-with-5G.jpg\" alt=\"\" style=\"object-position: 0% 0%; object-fit: cover;\">\n\t\t\t\t\t\t\t<\/picture>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t<\/div><\/div><div class=\"row\"><div class=\"col-md-4 col-right\">\n\t\t\t\t\t\t<div class=\"storyBox\">\n\t\t\t\t\t\t\t<div class=\"imageWrapper\">\n\t\t\t\t\t\t\t\t<a href=\"\/insights\/expert-perspectives\/digital-cx-delight-the-customer-first\/\" aria-label=\"Digital customer experience\"  tabindex=\"-1\">\n\t\t\t\t\t\t\t\t\t<picture>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/04\/ÎÚÑ»´«Ã½_Services_Customer-First_Customer-Experience.jpg?w=300&#038;quality=70\"\n\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<source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/04\/ÎÚÑ»´«Ã½_Services_Customer-First_Customer-Experience.jpg?w=300&#038;quality=70\"\n\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<source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/04\/ÎÚÑ»´«Ã½_Services_Customer-First_Customer-Experience.jpg?w=300&#038;quality=70\"\n\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<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/04\/ÎÚÑ»´«Ã½_Services_Customer-First_Customer-Experience.jpg\" alt=\"\" style=\"object-position: 0% 0%; object-fit: cover;\" \/>\n\t\t\t\t\t\t\t\t\t<\/picture>\n\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"storyInfo\">\n\t\t\t\t\t\t\t\t<span class=\"storyTag\">Expert perspective<\/span>\n\t\t\t\t\t\t\t\t<a class=\"storyTitle\" href=\"\/insights\/expert-perspectives\/digital-cx-delight-the-customer-first\/\"  aria-label=\"Digital customer experience\">\n\t\t\t\t\t\t\t\t\t<h3 class=\"story-subtitle\">Digital customer experience<\/h3>\n\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<p>Delight the customer first<\/p>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div><div class=\"col-md-4 col-right\">\n\t\t\t\t\t\t<div class=\"storyBox\">\n\t\t\t\t\t\t\t<div class=\"imageWrapper\">\n\t\t\t\t\t\t\t\t<a href=\"\/insights\/expert-perspectives\/modernizing-the-contact-center-transforming-customer-interactions\/\" aria-label=\"Modernizing the contact center\"  tabindex=\"-1\">\n\t\t\t\t\t\t\t\t\t<picture>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2021\/05\/customer-contact1_cropped_1900x557_0-e1502446168717.jpg?w=300&#038;quality=70\"\n\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<source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2021\/05\/customer-contact1_cropped_1900x557_0-e1502446168717.jpg?w=300&#038;quality=70\"\n\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<source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2021\/05\/customer-contact1_cropped_1900x557_0-e1502446168717.jpg?w=300&#038;quality=70\"\n\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<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2021\/05\/customer-contact1_cropped_1900x557_0-e1502446168717.jpg\" alt=\"\" style=\"object-position: 0% 0%; object-fit: cover;\" \/>\n\t\t\t\t\t\t\t\t\t<\/picture>\n\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"storyInfo\">\n\t\t\t\t\t\t\t\t<span class=\"storyTag\">Expert perspective<\/span>\n\t\t\t\t\t\t\t\t<a class=\"storyTitle\" href=\"\/insights\/expert-perspectives\/modernizing-the-contact-center-transforming-customer-interactions\/\"  aria-label=\"Modernizing the contact center\">\n\t\t\t\t\t\t\t\t\t<h3 class=\"story-subtitle\">Modernizing the contact center<\/h3>\n\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<p>Transforming customer interactions<\/p>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div><div class=\"col-md-4 col-right\">\n\t\t\t\t\t\t<div class=\"storyBox\">\n\t\t\t\t\t\t\t<div class=\"imageWrapper\">\n\t\t\t\t\t\t\t\t<a href=\"\/insights\/expert-perspectives\/patients-first-digital-transformation-in-healthcare\/\" aria-label=\"Patients first\"  tabindex=\"-1\">\n\t\t\t\t\t\t\t\t\t<picture>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/04\/patient-centric-1600x450-1.jpg?w=300&#038;quality=70\"\n\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<source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/04\/patient-centric-1600x450-1.jpg?w=300&#038;quality=70\"\n\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<source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/04\/patient-centric-1600x450-1.jpg?w=300&#038;quality=70\"\n\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<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/04\/patient-centric-1600x450-1.jpg\" alt=\"\" style=\"object-position: 0% 0%; object-fit: cover;\" \/>\n\t\t\t\t\t\t\t\t\t<\/picture>\n\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"storyInfo\">\n\t\t\t\t\t\t\t\t<span class=\"storyTag\">Expert perspective<\/span>\n\t\t\t\t\t\t\t\t<a class=\"storyTitle\" href=\"\/insights\/expert-perspectives\/patients-first-digital-transformation-in-healthcare\/\"  aria-label=\"Patients first\">\n\t\t\t\t\t\t\t\t\t<h3 class=\"story-subtitle\">Patients first<\/h3>\n\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t<p>Digital transformation in healthcare<\/p>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div><\/div><\/section>","protected":false},"excerpt":{"rendered":"","protected":false},"author":33,"featured_media":502912,"template":"","meta":{"cg_dt_proposed_to":[],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"","cg_seo_hreflang_x_default_relation":"{\"uuid\":\"74ad5a47-ae75-466c-8c3f-cb1a4b8b1d58\",\"blogId\":\"\",\"domain\":\"\",\"sitePath\":\"\",\"postLink\":\"\",\"postId\":null,\"isSaved\":false,\"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":"Business operations","featured_focal_points":""},"tags":[],"research-and-insight-type":[],"theme":[257,221,209],"brand":[],"service":[33,37,139],"industry":[],"partners":[],"content-group":[],"class_list":["post-502911","research-and-insight","type-research-and-insight","status-publish","has-post-thumbnail","hentry","theme-business-operations","theme-customer-first","theme-innovation","service-customer-experience","service-enterprise-management","service-intelligent-business-operations"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.8 (Yoast SEO v22.8) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Innovation Nation | Autumn 2021 - ÎÚÑ»´«Ã½ Finland<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.capgemini.com\/fi-en\/insights\/research-library\/innovation-nation-autumn-2021\/\" \/>\n<meta property=\"og:locale\" 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