According to Capgemini, emerging technologies such as artificial intelligence are significantly transforming customer expectations, which increasingly vary according to context and intent. As a result, customer experience has emerged as a critical factor for business growth.
The latest ‘Reimagining customer experience: Human-led, AI-powered’ report from the Capgemini Research Institute, explores how organisations must rethink the design, delivery, and scaling of CX as AI becomes a critical enabler of next-generation CX. It highlights critical gaps in emotional connection, journey continuity, data trust, and effective AI adoption – and underscores the importance of human-led, AI-powered engagement in rebuilding trust and loyalty. The report draws on insights from 9,500 consumers across 16 countries and 1,200 executives and front-line staff to show how organisations can close the CX perception gap and deliver consistent, high‑impact experiences at scale.
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