Capgemini Se · EURONEXT:CAP
Capgemini — Investor Presentation (2022)
49 slides from Capgemini's investor presentation, 2022
Slide 1: Total Immersion: France Insights
TOTAL IMMERSION HOW IMMERSIVE EXPERIENCES AND THE METAVERSE BENEFIT CUSTOMER EXPERIENCE AND OPERATIONS FRANCE INSIGHTS
Slide 2: Table of Contents
Click icon to add picture with alt text TABLE OF CONTENTS 1. RESEARCH OBJECTIVES, METHODOLOGY, AND DEFINITION 2. IMMERSIVE EXPERIENCES HAVE IMMENSE POTENTIAL TO ENHANCE CONSUMER EXPERIENCES 3. IMMERSIVE EXPERIENCES ALSO BENEFIT ORGANIZATIONS’ INTERNAL OPERATIONS 4. CONSUMER INTEREST PROPELS THE META
Slide 3: Research Objectives and Methodology
1 RESEARCH OBJECTIVES AND METHODOLOGY Immersive Experiences Research | Capgemini Research Institute Public. © Capgemini 2022. All rights reserved | 3
Slide 4: What do we aim to deliver from this research?
WHAT DO WE AIM TO DELIVER FROM THIS RESEARCH? To understand the adoption of immersive technologies and the future potential Key To determine which sectors can leverage this technology to build a competitive objectives advantage and what the various use cases are To figure out how organizations
Slide 5: Defining the term Immersive Experiences
DEFINING THE TERM “IMMERSIVE EXPERIENCES” An immersive experience consists of one of the following use cases: Flat user interfaces (2D): An enhanced experience accessed through a flat interface such as mobile/personal computer (PC)/ app via 3D, AR, or VR; augmented cameras for scanning QR codes, a
Slide 6: Defining the term Metaverse
DEFINING THE TERM “METAVERSE” The metaverse is one such environment that offers an immersive experience that can be realized through one or more of the above interfaces. The metaverse can be defined as a “network of virtual worlds,” where people can play, shop, socialize, or work via their avatars.
Slide 7: Research Methodology: Consumer Research 1/3
RESEARCH METHODOLOGY: CONSUMER RESEARCH – 1/3 • Consumer survey: We surveyed 8,000 consumers over the age of 18 years in 12 countries across Asia Pacific, Europe, and North America. The survey took place in July and August 2022. Survey respondents were given the same definition of “immersive experie
Slide 8: Research Methodology: Consumer Research 2/3
RESEARCH METHODOLOGY: CONSUMER RESEARCH – 2/3 Consumer survey Consumers by work status Consumers by annual household income Full-time employed 54.0% $140,000 or more 2% Part-time employed 18.0% $120,000 - $139,999 10% Global Unemployed 10.0% $100,000 - $119,999 14% Full-time student 9.0% $80,000 - $
Slide 9: Research Methodology: Consumer Research 3/3
RESEARCH METHODOLOGY: CONSUMER RESEARCH – 3/3 • Social listening: We conducted social listening in three parts - Google search analytics, social-media analytics and sentiment analysis and emotion detection Social scan FOCUS ON METAVERSE TIME PERIOD LOCATIONS Social: August 2021 – July Global 2022 Se
Slide 10: Research Methodology: Executive Research 1/2
RESEARCH METHODOLOGY: EXECUTIVE RESEARCH – 1/2 • Executive survey: We surveyed 1,000 organizations represented by one executive with a position of director or above. • In-depth interviews: We interviewed more than 10 executives from software firms working in the immersive space, industry executives
Slide 11: Research Methodology: Executive Research 2/2
RESEARCH METHODOLOGY: EXECUTIVE RESEARCH – 2/2 Executive survey Organizations by revenue Status of immersive experience initiatives (targeted sample) 10% 10% 8% We have plans to implement an 11% Global Global initiative for an immersive 35% experience within the next 12 Between 1 and 5 months 18% bi
Slide 12: Immersive Experiences Have Immense Potential to Enhance Consumer Experiences
IMMERSIVE 2 EXPERIENCES HAVE IMMENSE POTENTIAL TO ENHANCE CONSUMER EXPERIENCES Immersive Experiences Research | Capgemini Research Institute Public. © Capgemini 2022. All rights reserved | 12
Slide 13: Consumers Have a Positive Affinity for Immersive Technologies
CONSUMERS GLOBALLY AND IN FRANCE HAVE A POSITIVE AFFINITY FOR IMMERSIVE TECHNOLOGIES Al though the degree of familiarity varies with the kind of immersive technology, our research has shown that consumers’ positive affinity is not hugely different (for the first three interfaces shown below) Percent
Slide 14: Immersive Technologies Can Change Consumer Preference for Brands
IMMERSIVE TECHNOLOGIES CAN CHANGE CONSUMER’S PREFERENCE FOR BRANDS Consumers would prefer an organization which provide an immersive experience, leading to a 52 point benefit in NPS scores Tweets highlighting the impact of immersive technologies on consumer experience “Amazing time at the Green Plan
Slide 15: Immersive Experience Will Have a Considerable Impact
IMMERSIVE EXPERIENCE WILL HAVE A CONSIDERABLE IMPACT BOTH GLOBALLY AND IN FRANCE …..ON INTERACTIONS WITH PEOPLE AND BRANDS ..DURING THE CONSUMER JOURNEY Percentage distribution of consumers’ Percentage of consumers who say immersive opinions of immersive experiences experience might be impactful and
Slide 16: Brands delivering immersive experiences for consumers
Brands delivering immersive experiences for consumers During product/service During product/service During product/service awareness and selection and purchase usage and support consideration MAC Cosmetics Adidas Nest Canadian cosmetic brand MAC Cosmetics uses AR to try out products virtually, Therm
Slide 17: Immersive Technologies Can Avoid Shortcomings of E-commerce
IMMERSIVE TECHNOLOGIES CAN AVOID THE SHORTCOMINGS OF EXISTING E-COMMERCE FORMAT Immersive technologies can enable consumers to purchase high-engagement products without visiting physical stores Percentage of consumers who agree with the followin g statements 78% 77% 77% 74% 70% 69% • Two in three co
Slide 18: Retail Shopping & Training Attract Highest Interest
RETAIL SHOPPING & TRAINING ATTRACT THE HIGHEST INTEREST FROM CONSUMERS IN FRANCE A majority of consumers find immersive experiences in retail shopping, training, and education valuable and impactful Percentage of consumers who state immersive experiences might be impactful and valuable in the sector
Slide 19: Organizations See the Potential of Immersive Experiences
ORGANIZATIONS SEE THE POTENTIAL OF IMMERSIVE EXPERIENCES FOR CONSUMERS …. Seven out of ten organizations believe immersive experiences would be a key differentiator in the market Ben Houston, co-founder of Threekit, a 3D- Immersive experiences will be a key differentiator for 67% product-configurato
Slide 20: Only a Few Organizations Have Piloted and Scaled Initiatives
….. YET, ONLY A FEW ORGANIZATIONS HAVE BEEN ABLE TO PILOT AND SCALE INITIATIVES Demonstrate organization’s mission or purpose or educate customers through 22% All sectors metaverse 3% 9% 25% CPRD Creating consumer connection through experiences 8% 25% 6% 24% Produce immersive movies, shows, and stre
Slide 21: Opportunity to Tap AR/VR Headset-Owning Consumers
WHILE ORGANIZATIONS HAVE AN OPPORTUNITY TO TAP AR/VR HEADSET-OWNING CONSUMERS GLOBALLY AND IN FRANCE …… Have you used your headsets for applications beyond gaming? Out of the global consumers, that own a headset: Yes; 21% • Three in five (62%) have used or would like to No, and I don't think I will;
Slide 22: Prioritize Web and Mobile-Based Experiences More
…. THEY SHOULD PRIORITIZE WEB AND MOBILE-BASED EXPERIENCES MORE Immersive experiences for web and mobile, while having high importance, are less prioritized 74% 66% Global 54% 51% Consumer excitement Priority for organizations Extended reality Immersive experiences for web and mobile 73% 63% France
Slide 23: Immersive Experiences Also Benefit Organizations' Internal Operations
IMMERSIVE 3 EXPERIENCES ALSO BENEFIT ORGANIZATIONS’ INTERNAL OPERATIONS Immersive Experiences Research | Capgemini Research Institute Public. © Capgemini 2022. All rights reserved | 23
Slide 24: Organizations using immersive experiences for operations
Organizations using immersive experiences for operations Aerospace and Defence Automotive Healthcare Airbus Ford and Bosch SentiAR Uses VR tools for the aircraft design Train technicians using VR headsets on diagnosis and tasks such as process and engineers can use VR to A US-based startup, SentiAR,
Slide 25: Most Implemented Immersive Use Cases for Internal Operations 1/3
THE MOST IMPLEMENTED IMMERSIVE USE CASES FOR INTERNAL OPERATIONS – 1/3 Retail floor planning Logistics and operations Consumer By viewing the retail floor virtually, visualization products, retail organizations can plan their retail Within warehouses, AR can help and distribution store design withou
Slide 26: Most Implemented Immersive Use Cases for Internal Operations 2/3
THE MOST IMPLEMENTED IMMERSIVE USE CASES FOR INTERNAL OPERATIONS – 2/3 Process flow visualization Similar to data visualization, VR can also make Training and education of medical process flow visualization easier and faster to professionals access and understand. This can help train surgeons Life s
Slide 27: Most Implemented Immersive Use Cases for Internal Operations 3/3
THE MOST IMPLEMENTED IMMERSIVE USE CASES FOR INTERNAL OPERATIONS – 3/3 Training employees on safety, product New employee hiring features, and processes Immersive Field Simulator, a VR and mixed Metaverse-based hiring has gained reality-based training tool, provides targeted, attention in recent mon
Slide 28: Only a Few Organizations Piloting and Scaling Internal Use Cases
DESPITE THE BENEFITS, ONLY A FEW ORGANIZATIONS ARE PILOTING AND SCALING THE INITIATIVES – INTERNAL OPERATIONS USE CASES 6% 33% All sectors Recruitment 5% 29% 6% 28% Financial advising and support 5% 35% Financial Services 18% 3% On-field support 8% 38% Telecom 2% 31% Retail-store layout and design u
Slide 29: Organizations Face Challenges Adopting Immersive Technologies
ORGANIZATIONS FACE CHALLENGES IN THEIR QUEST TO ADOPT IMMERSIVE TECHNOLOGIES Low consumer adoption and lack of connectivity hold back scaling in France 62% 62% 60% 56% 58% 56% 58% 56% Global Lack of Lack of a clear Lack of Lack of Lack of Lack of Lack of adoption Immersive management vision and tech
Slide 30: Consumer Interest Propels the Metaverse to the Fore
4 CONSUMER INTEREST PROPELS THE METAVERSE TO THE FORE Immersive Experiences Research | Capgemini Research Institute Public. © Capgemini 2022. All rights reserved | 30
Slide 31: Nine in Ten Consumers Globally Are Curious About the Metaverse
NINE IN TEN CONSUMERS GLOBALLY ARE CURIOUS ABOUT THE METAVERSE Percentage of consumers and their experience with the metaverse I have used the metav erse I am but curren am tly Metaverse experienced; not Metaverse skeptic ; 3% using using 4% the it metav curren erse tly; 1% and plan Global on doing
Slide 32: More Than Nine in Ten French Consumers Are Curious
MORE THAN NINE IN TEN FRENCH CONSUMERS ARE CURIOUS ABOUT THE METAVERSE Percentage of consumers and their experience I have used with the metaverse the metav erse I am but curren am tly not using using the it metav Metaverse experienced; curren erse Metaverse skeptic ; 3.8% tly; and 4.3% 1.3% plan on
Slide 33: Who Are These Metaverse-Experienced Consumers?
WHO ARE THESE METAVERSE-EXPERIENCED CONSUMERS? Percentage of sample population, grouped by generation, that is metaverse experienced Metaverse-experienced consumers are from Canada, South Korea, 4.2% global Japan and from younger generation and from low-income populations 4.7% 4.9% survey average 2.
Slide 34: Consumer Interest in France Focuses on Social Interaction and Commerce
CONSUMER INTEREST IN FRANCE FOR THE METAVERSE FOCUSES ON SOCIAL INTERACTION AND COMMERCE Percentage of metaverse-curious consumers (93% of sample) and the features they are interested in Interacting with friends and family 43% 43% Interacting with work colleagues 38% 39% Gamification 22% 33% 27% Com
Slide 35: Retail and Manufacturing Can Use the Metaverse
RETAIL AND MANUFACTURING CAN USE THE METAVERSE TO ALIGN THEIR OFFERINGS WITH CONSUMERS’ INTERESTS Which brands and industries would you like to see or experience in the metaverse? 79% Retail shopping 78% Product organizations – cars, household 80% electronics, furniture 77% 56% Banking and insurance
Slide 36: The Metaverse Amplifies Consumer Concerns Around Social Media
THE METAVERSE AMPLIFIES CONSUMER CONCERNS AROUND SOCIAL MEDIA Metaverse-experienced consumers have faced hostile environments and experiences Percentage of metaverse-experienced consumers who have stated the following (N=335 metaverse-experienced consumers) 67% 29% 27% Global Source: Capgemini Resea
Slide 37: Consumers' Concerns Around the Metaverse
CONSUMERS’ CONCERNS AROUND THE METAVERSE Social media conversation about the metaverse highlights consumers’ concerns Source: Capgemini, social listening study, conducted in August – September 2022 for the period August 2021 – July 2022. Immersive Experiences Research | Capgemini Research Institute
Slide 38: Metaverse Challenges Include Lack of Control Over Personal Assets
METAVERSE CHALLENGES INCLUDE A LACK OF CONTROL OVER PERSONAL ASSETS Percentage of consumers who state the following challenges in their use of the metaverse There is far too much personal information 76% being collected 76% There is a lack of control over personal assets 70% (avatars, digital person
Slide 39: Organizations Expect the Metaverse to Be an Important Channel
ORGANIZATIONS EXPECT THE METAVERSE TO BE AN IMPORTANT CHANNEL FOR CONSUMER AND EMPLOYEE EXPERIENCE …… Global 72% 15% Metaverse is the place to be for brands 65% Of organizations aim to 70% have some metaverse Metaverse is going to change how people interact with brands in the long-term 63% presence
Slide 40: Marketing and Virtual Stores as Top Use Cases in France
…. WITH MARKETING AND VIRTUAL STORES AS THE TOP USE CASES FOR ORGANIZATIONS IN FRANCE What kind of presence do you already have or plan to have in the metaverse? 73% 72% 60% 56% 53% 47% 52% 50% 45% 42% 45% 36% 38% 36% Global France Source: Capgemini Research Institute, Immersive Technology Executive
Slide 41: Organizations Have Taken a Watch-and-Wait Approach
AND YET GLOBALLY ORGANIZATIONS HAVE TAKEN A WATCH-AND- WAIT APPROACH Global are concerned with the 59% are taking watch-and- 68% domination of a few wait for the players metaverse Source: Capgemini Research Institute, immersive technology – executive survey, July – August 2022, n=1,000 organizations
Slide 42: How Can Immersive Technology Reimagine the Customer Journey and Internal Operations?
4 HOW CAN IMMERSIVE TECHNOLOGY REIMAGINE THE CUSTOMER JOURNEY AND INTERNAL OPERATIONS? Immersive Experiences Research | Capgemini Research Institute Public. © Capgemini 2022. All rights reserved | 42
Slide 43: Key Recommendations for Adopting Immersive Technology
KEY RECOMMENDATIONS FOR ADOPTING IMMERSIVE TECHNOLOGY Identify and Leverage select use cases external based on value agencies, delivered while partners, and maintaining end users to co- consistency in create and brand presence establish a presence Build a center of excellence to Enrich the community
Slide 44: Identify and Select Use Cases Based on Value Delivered
IDENTIFY AND SELECT USE CASES BASED ON VALUE DELIVERED TO CONSUMERS AND EMPLOYEES WHILE MAINTAINING CONSISTENCY IN BRAND PRESENCE 38% of organizations are one-off projects, showing there is less likelihood of use • Valentin Heun, VP of Innovation Engineering at PTC – the American industrial software
Slide 45: Build a Centre of Excellence to Drive Initiatives at Scale
BUILD A CENTRE OF EXCELLENCE TO DRIVE THE IMMERSIVE INITIATIVES AT SCALE Governance and implementation structure of immersive technologies in organizations A central team is important for scaling and educating the rest of the Decentralized distribution model with each business unit 94% organization
Slide 46: Design Privacy and Safety Measures for Consumers
DESIGN PRIVACY AND SAFETY MEASURES FOR CONSUMERS WHILE STRENGTHENING DIGITAL ASSETS AND OMNI-CHANNEL INTEGRATION Design measures to promote consumer privacy and safety from the beginning Organizations should take the following steps, right from the design phase, to ensure a positive experience for c
Slide 47: Build Customer Retention by Focusing on Community
BUILD CUSTOMER RETENTION BY FOCUSING ON COMMUNITY ASPECT AND LEVERAGE EXTERNAL AGENCIES, PARTNERS AND END-USERS Enrich the community aspect in order to build customer retention While the novelty of the immersive experience will attract consumers, the greater challenge is retention. The answer, partl
Slide 48: Subscribe to the Capgemini Research Institute
SUBSCRIBE TO THE CAPGEMINI RESEARCH INSTITUTE Receive advance copies of our reports by scanning the QR code or visiting: https://www.capgemini.com/insights/research-institute/su bscribe/ Immersive Experiences Research | Capgemini Research Institute Public. © Capgemini 2022. All rights reserved | 48
Slide 49: About Capgemini
About Capgemini Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsib