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Reimagining customer experience: Human-led, AI-powered
Why customer experience is now a driver of growth, trust,& longterm value
- Industry Competencies
- Consumer GoodsEnergy and UtilitiesFinancial ServicesHealthcare and Life SciencesManufacturingPublic Sector and GovernmentRetailTravel, Transportation and Hospitality
- Product Competencies
- AgentforceAgentforce CommerceAgentforce MarketingAgentforce SalesAgentforce ServiceAnalyticsData 360Platform
- Certified PeoplePeople employed by the consultant who hold Salesforce certifications that align to competencies
- 7,957
- CertificationsThe number of certifications held by people at this organization that align to competencies
- 25,469
Emerging technologies – particularly AI and agentic AI – are accelerating the evolution of customer expectations. What customers expect is no longer linear or predictable; it changes by context, moment, and intent.
Description
Reimagining Customer Experience: Human-Led, AI-Powered In an era where AI is reshaping how customers interact with brands, expectations are evolving faster than ever. Customers now demand seamless, personalized, and context-aware experiences across every touchpoint. As a result, Customer Experience (CX) has become a critical driver of growth, trust, loyalty, and long-term business value. The Capgemini Research Institute report, Reimagining Customer Experience: Human-Led, AI-Powered, explores how organizations can harness AI and agentic AI to transform customer engagement while preserving the human connection that customers continue to value most. Drawing on insights from 9,500 consumers across 16 countries and 1,200 executives and frontline employees, the report reveals the widening gap between business perceptions and customer realities—and what organizations must do to close it. The research highlights that while AI adoption is accelerating, customer trust remains fragile. Organizations must strike the right balance between intelligent automation and human empathy to create meaningful, trusted experiences at scale.
Highlights
🔹 Seven priorities for CX leaders Align CX with business outcomes Create a shared CX roadmap Design experiences for humans and AI Balance automation with human engagement Eliminate channel fragmentation Measure AI-driven customer interactions
Capgemini*'s Achievements
Capgemini*'s Impact
Pledge 1%
This company pledges 1% of their product, profit, equity, or time to support the community.
Provider Details
Capgemini*
Paris, FR
Founded
1967
Phone
+1-425-818-3364Capgemini is an AI-powered global business and technology transformation partner, helping organizations reimagine their future and deliver tangible business value through innovation, technology, and people. With a strong heritage of nearly 60 years, Capgemini is a responsible and diverse organization of over 420,000 team members across more than 50 countries, serving clients globally with deep industry expertise and a robust partner ecosystem. We deliver end-to-end services and solutions, spanning strategy, design, technology, engineering, and business operations—empowering enterprises to accelerate their digital and sustainable transformation journeys. Leveraging market-leading capabilities in AI, generative AI, cloud, data, and digital engineering, Capgemini enables organizations to unlock innovation, enhance customer experiences, and drive measurable outcomes at scale. At Capgemini, we combine technology with purpose—imagining and making the future real through responsible and ethical innovation that creates lasting value for businesses and society. Get the future you want | www.capgemini.com
Geographic Focus
Shows the regions where the provider operates or has done business
Countries
United States • Canada • Japan • Algeria • Argentina • Australia • Austria • Belgium • Brazil • China • Colombia • Denmark • Egypt • Finland • France • Germany • Hong Kong • Hungary • India • Indonesia • Ireland • Italy • Malaysia • Mexico • Morocco • Netherlands • New Zealand • Norway • Philippines • Poland • Portugal • Singapore • Spain • Sri Lanka • Sweden • Switzerland • Tunisia • Ukraine • United Arab Emirates • United Kingdom • Vietnam
Languages
Supported Languages
English