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Generative AI for customer experience

Generative AI has been a hot topic in the tech world lately. While most of the conversation has focused on its use in chatbots, our research suggests that we need to look at it more holistically to drive impact at the enterprise level.

Generative AI possesses the capacity to profoundly enhance customer experience (CX) in various domains, leading to valuable outcomes beyond just productivity gains and cost reduction. Generative technologies provide strong foundational capabilities that can be applied across the customer lifecycle to enhance CX. One key ingredient to delivering an engaging experience is content. Content plays a critical role in creating engaging and memorable experiences across digital touchpoints. Generative AI can help businesses create more personalized and relevant content at scale.

Redefine CX with Generative AI.

With the capability of generative AI tools evolving rapidly, our client organizations are working hard to understand how the customer will be disrupted, what the future of customer experience looks like and what opportunities this presents for them. There are a lot of unknowns, but what we do know is that through the power of Generative AI, organizations can enhance their relationships with their customers through greater personalization.

As executives begin to consider the commercial implications for Generative AI technology, many are prioritizing the opportunity for it to elevate customer experience and drive growth. According to a recent Gartner poll, 38% of executives indicated the primary focus of Generative AI- investment is customer experience.

With commercial use cases emerging rapidly, executives will need to consider where generative AI can enrich customer journeys; how it might be integrated and what the potential implications are for employees.

Creative and Generative AI

In, Why consumers love generative AI, we explore the potential of generative AI as well as its reception by consumers and their hopes around it.

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    Custom Generative AI for Enterprise

    Elevate your possible. Prepare to be surprised by the collective power of human intelligence and our Custom Generative AI for Enterprise offer.

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      The genie is out of the bottle

      According to Capgemini research, consumers would like to see a broad implementation of Generative AI across their interactions with organizations. In fact, Generative AI tools such as ChatGPT are becoming the new go-to for 70% of consumers when it comes to seeking product or service recommendations, replacing traditional methods such as search.

      Consumer adoption of Generative I tools has been faster than any previous technology or platform – Generative AI is fundamentally changing the way we consume information, solve problems and generate ideas.

      Imagine elevating and scaling self-service cross your service and commerce channels; enhancing customer service through scaling consistent quality of service delivered by your frontline staff; improving the scale, consistency and reach of great content and campaigns; improving productivity and consistency of complex product and service salespeople to orchestrating personalized journeys cross all customer interactions and cross complex ecosystems.

      Work with us

      AI can deliver benefits that save time and money, enhance customer experience, and improve efficiency.  But the challenge for organizations is how to adopt Generative AI successfully and deliver competitive advantages without exposing themselves to significant risks. Because generative AI can make critical errors, companies must ensure that they are in control of the entire process, from the business challenges they address to the governance that controls the model once it is deployed.

      With Generative AI for CX, we help organizations develop tuned foundation models and help them navigate the complexities of generative AI. We provide guidance through the entire process, including assessments, framework implementation, and business templates, to ensure a smooth and efficient experience.

      Latest insights

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      Taking control of generative AI

      Meet our experts

      Alex Smith-Bingham

      Executive Vice President, Group Offer Lead for Customer Experience; 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
      I have close to 30 years of domain experience, with more than ten years within Digital and Mobile. I have led product concept-to-sell, business development, pre-sales, solutioning and technical implementation of CX transformation programs.

      Mark Oost

      Global Offer Leader, AI Analytics & Data Science
      Prior to joining Capgemini, Mark was the CTO of AI and Analytics at Sogeti Global, where he developed the AI portfolio and strategy. Before that, he worked as a Practice Lead for Data Science and AI at Sogeti Netherlands, where he started the Data Science team, and as a Lead Data Scientist at Teradata and Experian. Throughout his career, Mark has had the opportunity to work with clients from various markets around the world and has used AI, deep learning, and machine learning technologies to solve complex problems.