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Customer first

E-commerce 2.0: Outcome-based personalized shopping with generative AI

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The generative AI in e-commerce market is forecasted to grow to about USD 2.1 billion by 2032 from USD 529.5 million in 2022, with an expected 14.9% compound annual growth rate (CAGR) from 2023 to 2032.

While it’s clear that the adoption of generative AI (GenAI) in the realm of e-commerce presents a significant breakthrough opportunity, many companies are posing a crucial question: how can we make this technology more approachable and digestible for our organization?

In our recent point of view, E-commerce 2.0: Outcome-based personalized shopping with generative AI, we explore how e-commerce organizations can take a phased approach to GenAI implementation, integrating this technology in a way that allows them to safely discover a multitude of possibilities and harness the technology’s power to amplify human potential.

Key takeaways

  • Replacing traditional search engines: Find out how the rapid advancement of natural language processing and pre-trained AI models will allow companies to launch intuitive and responsive chat interfaces.  
  • Executing GenAI use cases today: Explore some of the practical ways leading e-commerce brands are using this technology to personalize the experience, generate dynamic promotions, create content, and improve operational efficiency.
  • Deciding when to use GenAI: Learn more about the strengths and limitations of GenAI and how to refine solutions to enable a gradual, harmonious transition to new soon-to-be e-commerce standards.
  • Defining the broader technology ecosystem: Create a tech stack that can amplify the power of GenAI and fill the gap when it falls short.

It’s only a matter of time before the broad adoption of generative AI transforms the e-commerce industry for good. The question is who will stay on the sidelines, cautiously observing the changes, and who will enter the game now, investing in a lucrative opportunity to revolutionize their industry beyond recognition?

Download our PoV

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Meet our experts

Chris Harrison

Vice President – Global commerce offer lead, Capgemini
Chris leads our Commerce offerings and global client support, with 30+ years in business consulting, commerce, and tech, driving successful launches and significant revenue growth and cost savings. His global experience spans consulting and industry roles, across sectors. A lifelong learner, Chris excels in digital commerce platforms (Salesforce, SAP, Adobe, Oracle, IBM, Shopify), marketing, segmentation, analytics and more.

Naresh Khanduri

Global Generative AI for CX Lead, Capgemini
Naresh has been with group for more than 6 years now and has played multiple roles. In his current role as “Strategic Initiatives & Growth Lead – DCX” he is responsible for envisioning, designing and building strategic initiatives to help Capgemini differentiate and win in market place.

Alex Smith-Bingham

Executive Vice President, Group Offer Lead for Customer First; Digital Customer Experience Lead for UK
“Customer Experience covers all the support and help our clients need between them and their customers. This will range from changing their purpose, their propositions, new capabilities in sales/service/marketing and commerce, immersive experiences, new operating models, and new ways of working and ecosystems. We harness our global capability in strategic innovation (frog), business consulting, DCX solutions, Insight & Data and run operations in technology and business services.”

Darshan Shankavaram

Executive Vice President, Digital Customer Experience Global Practice Leader
Darshan is globally accountable for directing and building the Capgemini Group’s capabilities, delivery, service and portfolio for its 25,000 strong Digital Customer Experience (DCX) Practice. He has over 30 years of industry experience, including 15 years in Digital and Mobile. With his vast knowledge of business consulting, domain, and technical implementations, he has successfully led many large CX transformation programs.