{"id":551948,"date":"2026-04-08T05:11:05","date_gmt":"2026-04-08T05:11:05","guid":{"rendered":"https:\/\/www.capgemini.com\/au-en\/?p=551948&#038;preview=true&#038;preview_id=551948"},"modified":"2026-04-09T05:17:29","modified_gmt":"2026-04-09T05:17:29","slug":"the-problem-isnt-ai","status":"publish","type":"post","link":"https:\/\/www.capgemini.com\/au-en\/insights\/expert-perspectives\/the-problem-isnt-ai\/","title":{"rendered":"The problem isn\u2019t AI"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-blogs header-hero-blogs\"><div class=\"container\"><div class=\"hero-blogs\"><div class=\"hero-blogs-content-wrapper\"><div class=\"row\"><div class=\"col-12\"><div class=\"header-title\"><h1>The problem isn\u2019t AI.<br><sup><br>It\u2019s readiness.<\/sup><\/h1><\/div><\/div><\/div><\/div><div class=\"hero-blogs-bottom\"><div class=\"header-author\"><div class=\"author-img\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/au-en\/wp-content\/uploads\/sites\/10\/2022\/11\/Tim-Szymanski-1.jpg?w=200&amp;quality=10\" alt=\"\" loading=\"lazy\"\/><\/div><div class=\"author-name-date\"><h5 class=\"author-name\">Tim Szymanski<\/h5><h5 class=\"blog-date\">Mar 30, 2026<\/h5><\/div><\/div><div class=\"brand-image\"><\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-group section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"grid-container\"><div class=\"col-12 col-md-2\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/www.capgemini.com\/?p=1210533\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/shareArticle?url=https:\/\/www.capgemini.com\/?p=1210533\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div><div class=\"article-text article-quote-text\">\n<h2 class=\"wp-block-heading\" id=\"h-across-customer-operations-interest-in-ai-and-agentic-workflows-is-surging-but-inside-live-environments-especially-high-volume-contact-centers-scaled-adoption-remains-more-cautious-than-the-headlines-suggest\">Across customer operations, interest in AI and agentic workflows is surging. But inside live environments \u2013 especially high-volume contact centers \u2013 scaled adoption remains more cautious than the headlines suggest.<\/h2>\n\n\n\n<p>There\u2019s a reason for that.<\/p>\n\n\n\n<p>In customer operations, AI does not resolve operational uncertainty.<\/p>\n\n\n\n<p>It amplifies it.<\/p>\n\n\n\n<p>If the underlying operation is unstable or poorly understood, AI accelerates ambiguity, repeat contacts, and flawed decision-making logic \u2013 at scale and in front of customers. That\u2019s why so many AI programs that look compelling on paper struggle to deliver sustained value in production.<\/p>\n\n\n\n<p>Before automation can safely scale, leaders need clear answers to a few uncomfortable questions:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Who truly owns the end-to-end customer outcome \u2013 not just the project, but the business result?<\/li>\n\n\n\n<li>Is demand well understood, including the volume driven by failure demand and broken journeys?<\/li>\n\n\n\n<li>Is the frontline operation stable enough that rapid innovation won\u2019t erode CX, service levels, or employee confidence?<\/li>\n<\/ul>\n\n\n\n<p>If those answers are fuzzy, the operation isn\u2019t ready for scaled AI.<\/p>\n\n\n\n<p>The most successful transformations I see follow a disciplined sequence:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Run the operation.<\/li>\n\n\n\n<li>Stabilize it.<\/li>\n\n\n\n<li>Then, earn the right to automate it.<\/li>\n<\/ul>\n\n\n\n<p>This isn\u2019t conservatism. It\u2019s operational physics.<\/p>\n\n\n\n<p>What\u2019s notable is that the broader technology ecosystem is increasingly reflecting this same reality. Leading customer operations platforms are investing heavily in unified data, governed automation, and assistive AI layered on top of stable workflows.<\/p>\n\n\n\n<p>Using Salesforce as an example, this shows up in several practical ways:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Consolidation onto modern orchestration frameworks (for example, Flow)<\/li>\n\n\n\n<li>Unified customer data as the foundation for intelligence<\/li>\n\n\n\n<li>Assistive AI (summaries, guidance, recommendations) before full autonomy<\/li>\n\n\n\n<li>Deeper observability into conversations and process performance<\/li>\n\n\n\n<li>AI operating within governed business workflows.<\/li>\n<\/ul>\n\n\n\n<p>The pattern is becoming consistent across the market:<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-ai-doesn-t-fix-broken-operations-it-scales-the-reality-it-finds\">AI doesn\u2019t fix broken operations. It scales the reality it finds<\/h3>\n\n\n\n<p>At Capgemini Intelligent Customer Operations, we focus first on restoring operational certainty across customer operations \u2013 and only then deploying AI as the force multiplier it was meant to be.<\/p>\n\n\n\n<p>Where are you seeing the biggest readiness gaps today \u2014 data, operational stability, or clarity of demand?<\/p>\n\n\n\n<p><em>To learn how Capgemini\u2019s Intelligent Customer Interactions solution delivers a next-generation digital contact center service to drive a more meaningful, emotive, and frictionless relationship with your customers, contact: <a href=\"mailto:tim.szymanski@capgemini.com\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">tim.szymanski@capgemini.com<\/a><\/em><\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\" section section--expert-slider wrapper-people-slider wp-block-cg-blocks-wrapper-people-slider\"><div class=\"container\"><div class=\"row\"><div class=\"content-title col-12 col-md-8\"><h2 data-maxlength=\"34\" class=\"people-heading-title\">Meet our expert<\/h2><\/div><\/div><\/div><div class=\"slider slider-boxed\"><div class=\"container\"><div class=\"slider-window\"><div class=\"slider-list\">\t\t<div class=\"slide\">\n\t\t\t<div class=\"box\">\n\t\t\t\t<div class=\"row\">\n\t\t\t\t\t<div class=\"col-md-6 col-lg-4 box-img-wrapper\">\n\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/au-en\/wp-content\/uploads\/sites\/10\/2022\/11\/Tim-Szymanski-1.jpg\" alt=\"Tim Szymanski\"\/>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"col-md-6 col-lg-8 box-inner\">\n\t\t\t\t\t\t<div class=\"row title-social-media-header\">\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 mbl-social-icon\">\n\t\t\t\t\t\t\t\t<ul class=\"social-nav\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li>\n\t\t\t\t\t\t\t\t\t\t\t<a class=\"subnav-button--form\" href=\"javascript:void(0)\" aria-label=\"contact us\" data-bs-toggle=\"modal\" data-bs-target=\"#WPB0207afe4_6e34_4a0d_bbbc_aa483f6a9144\" data-bs-expert-title=\"1\">\n\t\t\t\t\t\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"ico-form\"><\/i>\n\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li><a aria-label=\"Linkedin\" target=\"_blank\" title=\"Opens in a new window\" href=\"https:\/\/www.linkedin.com\/in\/tjszymanski\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><\/a><\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 box-container\">\n\t\t\t\t\t\t\t\t<div class=\"box-title\">\n\t\t\t\t\t\t\t\t\t<h3 class=\"people-profile-title\">Tim Szymanski<\/h3>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span>GTM Lead, High-Tech, Intelligent Customer Operations, \u00a0Capgemini\u2019s Business Services<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 social-box-container dkt-social-icon\">\n\t\t\t\t\t\t\t\t<ul class=\"social-nav\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li>\n\t\t\t\t\t\t\t\t\t\t\t<a class=\"subnav-button--form\" href=\"javascript:void(0)\" aria-label=\"contact us\" data-bs-toggle=\"modal\" data-bs-target=\"#WPB0207afe4_6e34_4a0d_bbbc_aa483f6a9144\" data-bs-expert-title=\"Tim Szymanski\">\n\t\t\t\t\t\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"ico-form\"><\/i>\n\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li><a aria-label=\"Linkedin\" target=\"_blank\" title=\"Opens in a new window\" href=\"https:\/\/www.linkedin.com\/in\/tjszymanski\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><\/a><\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"people-info\">Tim is a go-to-market and transformation leader specializing in modernizing large-scale customer operations. 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