HEMA partnered with Capgemini to enhance its customer experience by becoming more customer-centric and loyalty-focused. Together, they implemented Salesforce Service Cloud and Social Studio, which provided customer service agents with a 360-degree view of shoppers. This resulted in improved customer experiences, empowered agents with better tools and insights, and reduced manual work. The collaboration streamlined HEMA’s operations, enhanced employee experiences, and opened new opportunities for cross-selling and upselling, leading to higher customer satisfaction and preparing the company for future growth.

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