Capgemini Invent

At Capgemini Invent we ideate and bring to life what’s next for our clients. Capgemini Invent combines strategy, technology, data science and creative design to solve the most complex business and technology challenges.

Paris, France
Founded: 1967
Organisational Design
Insight-Driven Marketing
Marketing Strategy
Campaign Management
Innovation Strategy
Customer Intelligence
Customer Experience
Relationship Marketing

and 1 more

Johnson & Johnson
Scottish Water
National Grid
Talk Talk
cathay pacific

and 11 more

Sector Experience

Consumer Products, Retail & Distribution
Energy, Utilities & Chemicals
Financial Services (Insurance & Banking)
Public Sector
Manufacturing, Automotive and Life Sciences
Telecommunications, Media and Entertainment
Travel & Transport

Working as trusted partner for the digital transformation of a leading designer outlet

by Susan Maginn

Brick-and-mortar retailers will only retain relevance through digital transformation

The Challenge

When confronted with increasing customer expectations, developments in technology, and the rise of omnichannel commerce, this leading European retail outlet chain wanted to maintain their market position, which required a digital transformation. They were looking for a new strategy, business case, and capability design to show how digital can be used to drive increased footfall to their outlet stores.

The Solution

We designed and executed their digital strategy; this included a digital pilot, a CRM and marketing technology assessment, managing internal adoption and training, as well as implementing Salesforce Service Cloud and Salesforce Marketing Cloud.. Starting with the customer first, we helped them understand how emerging technologies coupled with rich granular customer data, could help to personalise the experience and transform the in-store experience. This enabled them to offer detailed customisation of a product or a service specific to each individual customers’ requirements.

The Results

Our initiatives had the power to unlock over 9% footfall uplift after four years. The digital pilot campaigns reduced cost per visit and drove a 60% increase in email CTR. We were able to provide clarity on the quick wins and inform long term investments. The CRM capability provided a joint-up view of data and campaign effectiveness for this leading designer outlet.