Capgemini and Salesforce enhance GenAI portfolio with new CX Foundry

image of brain, AI on purple, blue and yellow pastel background | CX Foundry

Capgemini has announced its expanded collaboration with Salesforce, enhancing its generative AI capabilities with the launch of GenAI for CX Foundry to help clients leveraging Salesforce.

The Foundry is the company’s latest addition to its vast portfolio of services that use GenAI to fuel innovation and accelerate business value and growth. The GenAI for CX Foundry will deliver personalized data-driven customer experiences by automating customized content creation in a secure, ethical and responsible way.

With over a decade of collaboration, both companies have helped clients maximize their commercial impact by creating personalized omnichannel experiences with customer relationship management (CRM). Both companies combine their decades of data, AI and customer experience to deliver business value for joint clients and help accelerate their implementation of GenAI for CRM.

The Foundry aims to assist clients using Salesforce Einstein boost their generative AI investments and explore CX use bases customized for industries. This collaboration allows joint customers to benefit from Salesforce Einstein to accelerate their customer experiences and company productivity.

The GenAI for CX Foundry will leverage Service Cloud and the Einstein Trust Layer to expand its suite of capabilities to help clients deliver business value across marketing, sales, service and commerce.

Steve Corfield, executive vice president, alliances and channels at Salesforce, said: “AI has enormous potential to transform how companies interact with customers and drive business growth. It requires the right approach, rooted in trust and transparency, to ensure business and customer data is safe and secure.

“Together, Salesforce and Capgemini bring the strategy and technical expertise companies need to deploy AI for CRM in a trusted way, drive personalized customer experiences and deliver actionable business outcomes.”

Jean-Marc Gaultier, head of group strategic initiatives and partnerships at Capgemini, said: “We are entering new frontiers of customer experience with Generative AI, which will enable us to re-imagine and offer hyper-personalized experiences for both customers and employees, to deliver new services, personalized resolution to customer issues, tailored campaigns and much more.

“The new Generative AI for CX Foundry for clients using Salesforce combines Capgemini’s deep expertise in CX and AI implementations across sectors with Salesforce’s industry-leading CRM platform, enabling clients to deliver solutions efficiently and at scale, using the power of generative AI. With responsible and ethical AI at its core, this collaboration will deliver re-imagined journeys to delight customers within a safe and trusted environment.”

Salesforce has revealed many AI partnerships and collaborations this year, some of the most significant being with Google Cloud and IBM to help businesses utilize data and AI to deliver personalized customer experiences. More recently, the company entered into a collaboration with McKinsey and footwear brand, Vibram.