It’s Not (Only) the Technology: Capgemini’s North American President John Mullen talks about the firm’s client-centric transformation

 

Count on Capgemini North America President John Mullen to have a unique take. A few years ago, he authored a post that asked readers if their digital customer experience strategy possessed sufficient emotion. When he discusses the technological disruptions upending most industries, Mullen shares deeper thoughts on a new economic model “based on experience, utilization and trust.” Last June, Capgemini North America consultants emerged from a global, six-month organizational transformation that involved highly empathetic work—more specifically, Mullen explains, how to put the client “at the center of everything we think about and then orchestrate all of Capgemini’s experts around the world to move the client’s agenda forward.” Early returns suggest the transformation is paying off. In a recent interview with Eric Krell, Consulting’s business editor, Mullen explained why he’s excited by the firm’s recent growth—especially in life sciences, consumer products and digital manufacturing among other sectors and capability areas. 

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