{"id":553530,"date":"2026-06-30T06:55:32","date_gmt":"2026-06-30T06:55:32","guid":{"rendered":"https:\/\/www.capgemini.com\/au-en\/?p=553530"},"modified":"2026-06-30T07:32:16","modified_gmt":"2026-06-30T07:32:16","slug":"human-led-ai-powered-cx-in-australia-and-new-zealand-from-experimentation-to-outcomes","status":"publish","type":"post","link":"https:\/\/www.capgemini.com\/au-en\/insights\/expert-perspectives\/human-led-ai-powered-cx-in-australia-and-new-zealand-from-experimentation-to-outcomes\/","title":{"rendered":"Human-led, AI-powered CX in Australia and New Zealand: from experimentation to outcomes\u00a0"},"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>Human-led, AI-powered CX in Australia and New Zealand: from experimentation to outcomes\u00a0<\/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\/2026\/06\/konrad_highres.png?w=200&amp;quality=10\" alt=\"\" loading=\"lazy\"\/><\/div><div class=\"author-name-date\"><h5 class=\"author-name\">Konrad Dsa<\/h5><h5 class=\"blog-date\">30 June 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\/au-en\/?p=553530\" 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\/sharing\/share-offsite\/?url=https:\/\/www.capgemini.com\/au-en\/?p=553530\" 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<p>Delivering real customer value in the era of AI-powered customer experience requires a new mindset: a move from pilots, experimentation and incremental improvement to a commitment to scaled, end to end, AI-driven transformation.<\/p>\n\n\n\n<p>To make this a reality, customer focused organisations need to invest in strong data, technology and governance foundations, treat AI as an enterprise-wide orchestration layer, redefine success through both outcomes and trust, and design intentionally for human-AI collaboration.<\/p>\n\n\n\n<p>This shift calls for a rethink of technology, operating models, measurement frameworks, and the role of people in delivering customer value where it matters most.<\/p>\n\n\n\n<p>Similar thinking resonated throughout this year\u2019s Adobe Summit in Sydney. In the Australia-New Zealand market, the stakes are high; AI is not THE answer, it is part of the answer. As <a href=\"https:\/\/www.linkedin.com\/in\/gerrit-walters-5505161b\/\" target=\"_blank\" rel=\"noreferrer noopener\">Gerrit Walters<\/a>, Head of Design, Digital Experience and Performance for Qantas, put it succinctly at the Summit:<\/p>\n\n\n\n<p><em>\u201cBeing mentioned by an LLM gets you in the game, but it doesn&#8217;t mean you win the game.&#8221;<\/em><\/p>\n\n\n\n<p>Recent research from Capgemini, <a href=\"https:\/\/www.capgemini.com\/au-en\/insights\/research-library\/human-led-ai-powered-cx-transformation\/\">Reimagining customer experience: human-led, AI-powered<\/a>, also reflects this, finding that while customer experience is now a primary driver of growth, many organisations still struggle to deliver seamless, trusted and emotionally resonant experiences at scale.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-from-nbsp-digital-nbsp-transformation-to-nbsp-ai-powered-nbsp-transformation-nbsp\"><strong>From&nbsp;<\/strong><strong><em>digital<\/em><\/strong><strong>&nbsp;transformation to&nbsp;<\/strong><strong><em>AI-powered<\/em><\/strong><strong>&nbsp;transformation<\/strong>&nbsp;<\/h3>\n\n\n\n<p>Over the past decade, driven by changing customer expectations and more recently, by the digital acceleration turbocharged by COVID \u2013 Australian and New Zealand organisations have made significant progress in digital transformation.\u00a0<\/p>\n\n\n\n<p>Now, we are seeing the next shift is well underway. AI isn\u2019t just <em>enhancing<\/em> experience; it is reshaping how it is <em>designed<\/em>, <em>delivered<\/em> and <em>measured<\/em>, with interactions becoming more outcome driven, journeys more orchestrated and employees more focused on defining intent and guiding AI rather than on task execution.\u00a0<\/p>\n\n\n\n<p>This creates&nbsp;a new design&nbsp;challenge for CX leaders, where the question&nbsp;isn\u2019t&nbsp;just:&nbsp;&nbsp;<\/p>\n\n\n\n<p><em>How do we prioritise and build a multi-wave journey towards automated personalisation?<\/em><\/p>\n\n\n\n<p>But instead:&nbsp;<\/p>\n\n\n\n<p><em>How&nbsp;do we&nbsp;build experiences for a world where customers engage through a combination of human interaction&nbsp;<\/em><strong>and<\/strong><em>&nbsp;AI intermediaries&nbsp;which&nbsp;are increasingly intelligent and embedded across the journey?<\/em>&nbsp;<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-the-shift-to-outcome-driven-cx-nbsp\"><strong>The shift to outcome-driven CX<\/strong>&nbsp;<\/h4>\n\n\n\n<p>One of the most significant changes we are seeing, reflected at the Adobe Summit, in Capgemini\u2019s research, and in conversations with clients, is how success is measured.<\/p>\n\n\n\n<p>Traditional metrics such as NPS and CSAT are being supplemented, and in some cases replaced, by outcome-based measures like resolution rates, speed to resolution, AI-driven recommendations, cost per interaction and productivity gains. This reflects a deliberate shift toward efficiency, scale, relevance and predictability.<\/p>\n\n\n\n<p>But this shift introduces a tension. As organisations optimise for outcomes, experiences risk becoming overly transactional. <a href=\"https:\/\/www.capgemini.com\/insights\/research-library\/human-led-ai-powered-cx-transformation\/\">Capgemini\u2019s research<\/a> highlights a persistent gap between executive perception and customer reality, particularly when it comes to trust and emotional connection.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-trust-nbsp-regulation-nbsp-and-the-reality-nbsp-for-australasian-nbsp-organisations-nbsp\"><strong>Trust,&nbsp;regulation&nbsp;and the reality&nbsp;for Australasian&nbsp;organisations<\/strong>&nbsp;<\/h4>\n\n\n\n<p>This tension is particularly relevant in Australia and New Zealand, where expectations are shaped by global digital leaders but delivered within more complex regulatory environments.&nbsp;Nowhere is this more visible than in&nbsp;the Financial&nbsp;Services&nbsp;industry, particularly in&nbsp;the insurance and&nbsp;superannuation sectors.&nbsp;<\/p>\n\n\n\n<p>Regulation, particularly APRA oversight in Australia, has played a central role in shaping CX transformation, and, in many cases, it has been a catalyst for change. Superannuation providers, for example, have had to become customer-facing brands, while consolidation has increased the need for unified and scalable experiences.\u00a0<\/p>\n\n\n\n<p>Regulation&nbsp;also&nbsp;raises the bar for AI adoption.&nbsp;Organisations&nbsp;can\u2019t&nbsp;simply deploy AI and iterate;&nbsp;control, transparency and accountability&nbsp;must be inbuilt&nbsp;from the outset.&nbsp;&nbsp;<\/p>\n\n\n\n<p>In practice, this shifts the model from&nbsp;<strong><em>build fast and iterate<\/em><\/strong>&nbsp;to:&nbsp;&nbsp;<\/p>\n\n\n\n<p id=\"h-design-responsibly-prove-safety-and-then-deploy-with-confidence\"><strong><em>Design responsibly, prove safety&nbsp;and&nbsp;<\/em>then<em>&nbsp;deploy&nbsp;with confidence<\/em>.<\/strong><\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-the-rise-of-agentic-cx-and-orchestration\"><strong>The rise of agentic CX and orchestration<\/strong><\/h4>\n\n\n\n<p>A key theme at&nbsp;the&nbsp;Adobe Summit was the rise of agentic AI and orchestration&nbsp;\u2013 with Adobe&nbsp;announcing&nbsp;<strong>CX Enterprise, Co-worker, Agent Orchestrator, Brand Intelligence, Engagement Intelligence&nbsp;<\/strong>and<strong>&nbsp;CX Analytics<\/strong>.<\/p>\n\n\n\n<p>Organisations are moving away from fragmented tools in favour of integrated platforms that coordinate multiple AI agents, connect workflows and enable outcomes across Marketing, Sales and Service. Capabilities like Adobe\u2019s CX Orchestrator signal a future where experiences are no longer channel-based but dynamically composed in real time.<\/p>\n\n\n\n<p>This shift extends beyond technology. Teams are becoming smaller and more outcome-focused, and employees increasingly work alongside AI defining intent, prompting actions and validating outputs through shared interfaces rather than operating within siloed systems.<\/p>\n\n\n\n<p>This&nbsp;points to&nbsp;a broader evolution&nbsp;\u2013 a&nbsp;world where&nbsp;<strong>CX is no longer delivered by individual functions, but orchestrated,&nbsp;<\/strong><strong><em>as one<\/em><\/strong><strong>,&nbsp;across&nbsp;an&nbsp;enterprise<\/strong>.&nbsp;<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-the-human-dimension-avoiding-bot-fatigue\"><strong>The human dimension: avoiding \u201cbot fatigue\u201d<\/strong><\/h4>\n\n\n\n<p>As AI scales, a new risk emerges: \u201cbot fatigue\u201d. Customers quickly recognise when they are interacting with AI, and prolonged or poorly designed interactions will invariably erode trust. In complex or emotionally sensitive scenarios, such as financial hardship, claims or major financial decisions, automation alone isn\u2019t enough.<\/p>\n\n\n\n<p>This reinforces a core principle: the goal is not to remove humans from the experience, but to be intentional about where humans can add the greatest value for the customer.<\/p>\n\n\n\n<p>CX-leading organisations are designing hybrid models, using AI to handle high volume tasks while preserving human interaction where judgement, reassurance and trust matter most.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-a-new-mindset-for-ai-led-transformation-nbsp-nbsp-considerations-for-nbsp-australian-and-new-zealand-nbsp-cx-leaders-nbsp\"><strong>A new mindset for AI-led transformation&nbsp;\u2013&nbsp;considerations for&nbsp;Australian and New Zealand&nbsp;CX leaders<\/strong>&nbsp;<\/h4>\n\n\n\n<p>As organisations move from pilots to scaled deployment, incremental change isn\u2019t enough.<\/p>\n\n\n\n<p>Some key considerations for&nbsp;organisations&nbsp;embracing&nbsp;an AI-led CX transformation mindset:&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Invest in foundations first. <\/strong>Data, headless systems and features, governance and architecture must be prerequisites, never afterthoughts.<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Treat&nbsp;AI&nbsp;as a strategic layer&nbsp;or platform&nbsp;across the&nbsp;organisation<\/strong>,&nbsp;rather than a collection of isolated use cases. The focus should move from individual applications to how AI orchestrates&nbsp;end&nbsp;to&nbsp;end&nbsp;journeys.&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Redefine&nbsp;\u201csuccess\u201d<\/strong>.&nbsp;Outcome&nbsp;based metrics are essential, but must be balanced with measures of trust,&nbsp;perception&nbsp;and long-term engagement.&nbsp;<br>&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Design explicitly for human\u2013AI collaboration<\/strong>, clearly defining where automation improves experience and where human interaction remains critical.<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Consider your organisation\u2019s operating models<\/strong>. AI depends on access to data, workflows, and actions, so interoperability becomes essential. Without it, organisations will struggle to scale beyond pilots.<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Be deliberate about how your organisation\u2019s AI capabilities are sourced.<\/strong> Whether building internally or leveraging enterprise platforms, the trade-offs remain consistent: speed, control, cost and scalability.\u00a0\u00a0<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li>With tokens becoming the&nbsp;new currency,&nbsp;organisations&nbsp;must also&nbsp;<strong>consider the economics of AI<\/strong>&nbsp;\u2013 not just&nbsp;the upfront&nbsp;implementation cost, but ongoing operating&nbsp;costs, with&nbsp;human effort&nbsp;offset&nbsp;by token-based consumption.&nbsp;<\/li>\n<\/ul>\n\n\n\n<p>Together, these changes&nbsp;will&nbsp;redefine how customer value is created and delivered.&nbsp;<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-call-to-action-nbsp\"><strong>Call to action<\/strong>&nbsp;<\/h4>\n\n\n\n<p>The shift to human-led, AI-powered CX is happening now \u2013 and for organisations across Australia and New Zealand, the opportunity to combine strong regulatory foundations, deep customer understanding and grow AI investment to create more responsive and meaningful experiences is significant.<\/p>\n\n\n\n<p>At the Adobe Summit, the key question I posed \u2013 and I continue to encourage every client and leader to reflect on \u2013 is:<\/p>\n\n\n\n<p><strong>\ud835\ude1e\ud835\ude29\ud835\ude26\ud835\ude33\ud835\ude26&nbsp;\ud835\ude24\ud835\ude30\ud835\ude36\ud835\ude2d\ud835\ude25&nbsp;\ud835\ude22\ud835\ude28\ud835\ude26\ud835\ude2f\ud835\ude35\ud835\ude2a\ud835\ude24&nbsp;\ud835\ude08\ud835\ude10&nbsp;\ud835\ude24\ud835\ude33\ud835\ude26\ud835\ude22\ud835\ude35\ud835\ude26&nbsp;\ud835\ude35\ud835\ude29\ud835\ude26&nbsp;\ud835\ude2e\ud835\ude30\ud835\ude34\ud835\ude35&nbsp;\ud835\ude37\ud835\ude22\ud835\ude2d\ud835\ude36\ud835\ude26&nbsp;\ud835\ude2a\ud835\ude2f&nbsp;\ud835\ude3a\ud835\ude30\ud835\ude36\ud835\ude33&nbsp;\ud835\ude24\ud835\ude36\ud835\ude34\ud835\ude35\ud835\ude30\ud835\ude2e\ud835\ude26\ud835\ude33&nbsp;\ud835\ude2b\ud835\ude30\ud835\ude36\ud835\ude33\ud835\ude2f\ud835\ude26\ud835\ude3a&nbsp;\ud835\ude35\ud835\ude30\ud835\ude25\ud835\ude22\ud835\ude3a&nbsp;\u2013&nbsp;<em>a<\/em>\ud835\ude2f\ud835\ude25&nbsp;\ud835\ude38\ud835\ude29\ud835\ude22\ud835\ude35\u2019\ud835\ude34&nbsp;\ud835\ude29\ud835\ude30\ud835\ude2d\ud835\ude25\ud835\ude2a\ud835\ude2f\ud835\ude28&nbsp;\ud835\ude3a\ud835\ude30\ud835\ude36&nbsp;\ud835\ude23\ud835\ude22\ud835\ude24\ud835\ude2c&nbsp;\ud835\ude27\ud835\ude33\ud835\ude30\ud835\ude2e&nbsp;\ud835\ude33\ud835\ude26\ud835\ude22\ud835\ude2d\ud835\ude2as\ud835\ude2a\ud835\ude2f\ud835\ude28&nbsp;\ud835\ude2a\ud835\ude35?<\/strong>&nbsp;<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n<section class=\"latest-insights layout-even layout-even-all-purple-cards \"><div class=\"container\"><div class=\"insight-title\"><h2 class=\"latest-insight-title\">Related insights<\/h2><\/div><div class=\"layout-two-card cards-normal\">\n                                <div class=\"row align-items-center\"><div class=\"card-image-wrapper\">\n                                <div class=\"card-image\" data-image-url=\"https:\/\/www.capgemini.com\/au-en\/insights\/research-library\/human-led-ai-powered-cx-transformation\/\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<picture>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/au-en\/wp-content\/uploads\/sites\/10\/2026\/04\/Human-led-AI-powered_CRI-2880X1800.jpg?w=800&#038;quality=70 1x, https:\/\/www.capgemini.com\/au-en\/wp-content\/uploads\/sites\/10\/2026\/04\/Human-led-AI-powered_CRI-2880X1800.jpg?w=800&#038;quality=70 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 1500px)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/au-en\/wp-content\/uploads\/sites\/10\/2026\/04\/Human-led-AI-powered_CRI-2880X1800.jpg?w=800&#038;quality=70 1x, https:\/\/www.capgemini.com\/au-en\/wp-content\/uploads\/sites\/10\/2026\/04\/Human-led-AI-powered_CRI-2880X1800.jpg?w=800&#038;quality=70 2x\"\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\tmedia=\"(min-width: 992px)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/au-en\/wp-content\/uploads\/sites\/10\/2026\/04\/Human-led-AI-powered_CRI-2880X1800.jpg?w=800&#038;quality=70 1x, https:\/\/www.capgemini.com\/au-en\/wp-content\/uploads\/sites\/10\/2026\/04\/Human-led-AI-powered_CRI-2880X1800.jpg?w=800&#038;quality=70 2x\"\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\tmedia=\"(min-width: 768px)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/au-en\/wp-content\/uploads\/sites\/10\/2026\/04\/Human-led-AI-powered_CRI-2880X1800.jpg?w=350&#038;quality=70 1x, https:\/\/www.capgemini.com\/au-en\/wp-content\/uploads\/sites\/10\/2026\/04\/Human-led-AI-powered_CRI-2880X1800.jpg?w=700&#038;quality=70 2x\"\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\tmedia=\"(min-width: 0)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/au-en\/wp-content\/uploads\/sites\/10\/2026\/04\/Human-led-AI-powered_CRI-2880X1800.jpg\" alt=\"\" style=\"object-position: 50% 50%; object-fit: cover;\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/picture>\n                                <\/div>\n                            <\/div><div class=\"col-12 col-lg-4 d-md-none d-lg-block\"><\/div><div class=\"col-12 col-md-6 col-lg-4\">\n                           <a href=\"https:\/\/www.capgemini.com\/au-en\/insights\/research-library\/human-led-ai-powered-cx-transformation\/\" aria-label=\"Reimagining customer experience: Human-led, AI-powered\" class=\"card-link-holder\">\n                            <div class=\"insight-card insight-card-center\">\n                                <div class=\"card-tag\">Report<\/div>\n                                <h3 class=\"card-title\">Reimagining customer experience: Human-led, AI-powered<\/h3>\n                                <div class=\"insight-card-footer\">\n                                    <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/au-en\/wp-content\/themes\/capgemini2025\/assets\/images\/capgemini-research-institute.svg\" alt=\"capgemini-research-institute\" class=\"light\">\n\t\t\t\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/au-en\/wp-content\/themes\/capgemini2025\/assets\/images\/capgemini-research-institute-white.svg\" alt=\"capgemini-research-institute\" class=\"dark\">\n                                <\/div>\n                            <\/div>\n                            <\/a>\n                        <\/div>\n                    <div class=\"col-12 col-md-6 col-lg-4\">\n                            <a href=\"https:\/\/www.capgemini.com\/au-en\/insights\/research-library\/agentic-process-automation-for-customer-first-organizations\/\" aria-label=\"Agentic process automation for customer first organizations\" class=\"card-link-holder\">\n                            <div class=\"insight-card insight-card-start\">\n                                <div class=\"card-tag\">Point of view<\/div>\n                                <h3 class=\"card-title\">Agentic process automation for customer first organizations<\/h3>\n                                <div class=\"insight-card-footer\">\n                                    <img decoding=\"async\" loading=\"lazy\" src=\"\" alt=\"\" class=\"light\">\n                                    <img decoding=\"async\" loading=\"lazy\" src=\"\" alt=\"\" class=\"dark\">\n                                <\/div>\n                            <\/div>\n                            <\/a>\n                        <\/div>\n                    <\/div>\n                    <\/div><\/div><\/section>\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 experts<\/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 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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<\/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\">Konrad Dsa<\/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>Head of Digital Experience Platforms (Martech),Capgemini Australia &amp; New Zealand<\/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=\"#WPB309a7d44_41a2_45a0_adcb_5d0a51524db8\" data-bs-expert-title=\"Konrad Dsa\">\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<\/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\">Konrad Dsa is Head of MarTech for Australia and New Zealand at Capgemini, leading enterprise marketing transformation across digital, cloud and data-driven environments. 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Please try again.<\/p>\n\t\t\t<\/div>\n\t\t\t\t<\/div>\n\n\t\t<script>\n\t\t\twindow.MF_CONFIG93500 = {\"93500\":{\"errors\":[],\"redirect\":\"\"}};\n\t\t<\/script>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div><\/div><\/div><div class=\"slider-nav\"><button class=\"slider-prev inactive\" aria-label=\"Slider-previous\" tabindex=\"-1\"><\/button><ul class=\"slider-paginator\"><\/ul><button class=\"slider-next\" aria-label=\"Slider-next\"><\/button><\/div><\/div><\/section>\n\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Delivering\u00a0real\u00a0customer\u00a0value\u00a0in the\u00a0era of\u00a0AI-powered customer experience\u00a0requires\u00a0a new mindset:\u00a0a\u00a0move\u00a0from\u00a0pilots,\u00a0experimentation\u00a0and\u00a0incremental improvement\u00a0to\u00a0a\u00a0commitment to\u00a0scaled, end\u00a0to\u00a0end,\u00a0AI-driven\u00a0transformation.<\/p>\n","protected":false},"author":412,"featured_media":515179,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"cg_dt_proposed_to":[],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"","cg_seo_hreflang_x_default_relation":"","_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"cg_dt_approved_content":true,"cg_dt_mandatory_content":false,"cg_dt_notes":"","cg_dg_source_changed":false,"cg_dt_link_disabled":false,"_yoast_wpseo_primary_brand":"","_jetpack_memberships_contains_paid_content":false,"footnotes":"","featured_focal_points":"","jetpack_post_was_ever_published":false},"categories":[1],"tags":[],"brand":[],"service":[],"industry":[],"partners":[],"blog-topic":[84],"content-group":[],"class_list":["post-553530","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized","blog-topic-customer-experience"],"yoast_head":"<!-- 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content=\"Explore how AI is transforming customer experience in Australia and New Zealand, moving from experimentation to scalable, outcome-driven transformation.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.capgemini.com\/au-en\/insights\/expert-perspectives\/human-led-ai-powered-cx-in-australia-and-new-zealand-from-experimentation-to-outcomes\/\" \/>\n<meta property=\"og:site_name\" content=\"Capgemini Australia\" \/>\n<meta property=\"article:published_time\" content=\"2026-06-30T06:55:32+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2026-06-30T07:32:16+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.capgemini.com\/au-en\/wp-content\/uploads\/sites\/10\/2023\/11\/Web-banner_people-experience-Blog1.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1440\" \/>\n\t<meta property=\"og:image:height\" content=\"900\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Konrad Dsa\" 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