{"id":616142,"date":"2022-08-05T09:26:42","date_gmt":"2022-08-05T09:26:42","guid":{"rendered":"https:\/\/www.capgemini.com\/ca-en\/?page_id=616142"},"modified":"2025-04-03T06:45:15","modified_gmt":"2025-04-03T10:45:15","slug":"humanizing-the-ai-experience-for-consumer-goods-and-retail","status":"publish","type":"page","link":"https:\/\/www.capgemini.com\/ca-en\/solutions\/humanizing-the-ai-experience-for-consumer-goods-and-retail\/","title":{"rendered":"Humanizing the AI experience for consumer goods and retail"},"content":{"rendered":"\n<div class=\"wp-block-cg-blocks-hero-picture-card undefined  heroPictureCard heroPictureCardLogTitle\"><div class=\"heroPictureCardBgs\"><picture><source srcset=\"https:\/\/www.capgemini.com\/ca-en\/wp-content\/uploads\/sites\/30\/2022\/05\/3692_CPRD-CP-Customer-Centric-AI-web-banner_2.png?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/ca-en\/wp-content\/uploads\/sites\/30\/2022\/05\/3692_CPRD-CP-Customer-Centric-AI-web-banner_2.png?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/ca-en\/wp-content\/uploads\/sites\/30\/2022\/05\/3692_CPRD-CP-Customer-Centric-AI-web-banner_2.png?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/ca-en\/wp-content\/uploads\/sites\/30\/2022\/05\/3692_CPRD-CP-Customer-Centric-AI-web-banner_2.png?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/ca-en\/wp-content\/uploads\/sites\/30\/2022\/05\/3692_CPRD-CP-Customer-Centric-AI-web-banner_2.png?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/ca-en\/wp-content\/uploads\/sites\/30\/2022\/05\/3692_CPRD-CP-Customer-Centric-AI-web-banner_2.png?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/ca-en\/wp-content\/uploads\/sites\/30\/2022\/05\/3692_CPRD-CP-Customer-Centric-AI-web-banner_2.png?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/ca-en\/wp-content\/uploads\/sites\/30\/2022\/05\/3692_CPRD-CP-Customer-Centric-AI-web-banner_2.png?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/ca-en\/wp-content\/uploads\/sites\/30\/2022\/05\/3692_CPRD-CP-Customer-Centric-AI-web-banner_2.png\" class=\"desktopImage\" alt=\"\" style=\"object-fit:cover;object-position:91% 67%\" loading=\"eager\"\/><\/picture><picture><source srcset=\"https:\/\/www.capgemini.com\/ca-en\/wp-content\/uploads\/sites\/30\/2022\/05\/3692_CPRD-CP-Customer-Centric-AI-web-banner_2.png?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/ca-en\/wp-content\/uploads\/sites\/30\/2022\/05\/3692_CPRD-CP-Customer-Centric-AI-web-banner_2.png?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/ca-en\/wp-content\/uploads\/sites\/30\/2022\/05\/3692_CPRD-CP-Customer-Centric-AI-web-banner_2.png?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/ca-en\/wp-content\/uploads\/sites\/30\/2022\/05\/3692_CPRD-CP-Customer-Centric-AI-web-banner_2.png?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/ca-en\/wp-content\/uploads\/sites\/30\/2022\/05\/3692_CPRD-CP-Customer-Centric-AI-web-banner_2.png?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/ca-en\/wp-content\/uploads\/sites\/30\/2022\/05\/3692_CPRD-CP-Customer-Centric-AI-web-banner_2.png?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/ca-en\/wp-content\/uploads\/sites\/30\/2022\/05\/3692_CPRD-CP-Customer-Centric-AI-web-banner_2.png?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/ca-en\/wp-content\/uploads\/sites\/30\/2022\/05\/3692_CPRD-CP-Customer-Centric-AI-web-banner_2.png?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/ca-en\/wp-content\/uploads\/sites\/30\/2022\/05\/3692_CPRD-CP-Customer-Centric-AI-web-banner_2.png\" class=\"mobileImage\" alt=\"\" style=\"object-fit:cover;object-position:91% 67%\" loading=\"eager\"\/><\/picture><\/div><div class=\"heroPictureCardHeaderShape\"><\/div><div class=\"container\"><div class=\"row\"><div class=\"col-md-10 col-lg-10 LongTitle\"><div class=\"heroPictureCardBox\"><div class=\"heroPictureCardBoxTitle\"><h1 data-maxlength=\"144\">Humanizing the AI experience for consumer goods and retail<\/h1><\/div><\/div><\/div><\/div><\/div><div class=\"small-device\"><div class=\"logoWrapperLongTitle\"> <\/div><\/div><\/div>\n\n\n\n<section class=\"wp-block-cg-blocks-intro-para undefined section section--intro\"><div class=\"intro-para\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-11 col-lg-10\"><h2 class=\"intro-para-title\">Customers are looking for context-aware AI. How can companies deliver?<\/h2><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-11 col-lg-10 offset-md-1 offset-lg-1\"><div class=\"article-text article-quote-text\">\n<p>As the COVID-19 crisis grips the world, the impact of AI on the customer experience is accelerating. As customers seek contactless or non-touch interfaces, numerous sectors have stepped up their digital and AI games. Consumer products and retail, for example, have seen the use of AI-powered delivery robots to get groceries and medicines to people subject to shelter-in-place orders.<\/p>\n\n\n\n<p>From using AI for searching or browsing for information about products and services using voice assistants to making payments using AI\/biometric scanners, customers are increasingly context-aware and have higher expectations. Consumer products and retail performance lags, with 55 percent of customers feeling unsatisfied. How can companies humanize the AI experience to continue to meet customer demands?<\/p>\n\n\n\n<p>To help answer those questions, we surveyed more than 1,000 industry executives across eight major industries: banking, insurance, consumer products, retail, automotive, utilities, government\/public services, and public-sector enterprises. We also conducted in-depth interviews with industry executives. Drawing on that research, this report examines several themes:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>How have customers&#8217; wants and needs evolved and have AI interactions lived up to their expectations?<\/li>\n\n\n\n<li>How have organizations adapted AI applications, given changing customer needs and increasing concerns about avoiding issues such as bias and discrimination in AI systems?<\/li>\n\n\n\n<li>How have customers been using AI in a COVID-19 world and how can organizations meet their needs?<\/li>\n\n\n\n<li>How can companies create successful AI engagements?<\/li>\n<\/ul>\n\n\n\n<div class=\"wp-block-cg-blocks-autocloud-form undefined autocloudform\"><div class=\"section--autoCloud-form\"><div class=\"wrapperAutoCloudSection\" id=\"linkToForm\"><div class=\"container\"><div class=\"row\"><div class=\"col-md-12 col-lg-6 left-img align-self-center escaper-left\"><div class=\"carWheelImgWrapper\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/ca-en\/wp-content\/uploads\/sites\/30\/2022\/08\/3692_CPRD-CP-Customer-Centric-AI-image-preview.png?w=800&amp;quality=90\" class=\"box-img\" alt=\"\" style=\"object-fit:cover;object-position:50% 50%\" loading=\"lazy\"\/><\/div><\/div><div class=\"  col-md-12 col-lg-6\"><div class=\"autoCloudForm\"><h4 class=\"formHelpText\"> Read our report: <\/h4>\n\t\t<div class=\"mf_forms__container \">\n\t\t\t\t\t\t\t\t<form id=\"mf_form_487402_3297860849\" class=\"mf_form__form row needs-validation\" action=\"\" method=\"post\" enctype=\"multipart\/form-data\" data-nosnippet>\n\n\t\t\t\t\t\t\t\t<input type=\"hidden\" name=\"form_id\" data-validate=\"number\" class=\"mf_form__id\" value=\"487402\" \/>\n\t\t\t\t<input type=\"hidden\" name=\"form_title\" class=\"mf_form__title\" value=\"\" \/>\n\t\t\t\t<input type=\"hidden\" name=\"wp_rest_nonce\" class=\"mf_form__wp_rest_nonce\" value=\"667204ada3\" \/>\n\n\t\t\t\t<input type=\"hidden\" name=\"mf_form_conditional_logic\" class=\"mf_form__title conditional_logic\" value=\"\" \/>\n\t\t\t\t\n\t\t\t\t<input type=\"hidden\" name=\"mf_form_fields_country_dpo_field\" class=\"mf_form__title conditional_logic mf_form_fields_country_dpo_field\" value=\"\" \/>\n\n\t\t\t\t<!-- Anti-spam field -->\n\t\t\t\t<input type=\"text\" \n\t\t\t\t\tname=\"website_url\" \n\t\t\t\t\tclass=\"mf_field__url\" \n\t\t\t\t\tautocomplete=\"off\"\n\t\t\t\t\ttabindex=\"-1\"\n\t\t\t\t\taria-hidden=\"true\"\n\t\t\t\t\tstyle=\"position:absolute;left:-9999px;width:1px;height:1px;opacity:0;pointer-events:none;\" \n\t\t\t\t\/>\n\t\t\t<\/form>\n\n\t\t\t<div class=\"mf_form__success\" tabindex=\"0\" role=\"alert\">\n\t\t\t\t\t\t\t\t<p>Thank You! We have received your form submission.\t\t\t\t<\/p>\n\t\t\t<\/div>\n\t\t\t<div class=\"mf_form__errors\">\n\t\t\t\t<p>We are sorry, the form submission failed. 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_CONFIG487402 = {\"487402\":{\"errors\":[],\"redirect\":\"\"}};\n\t\t<\/script>\n\t\n\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div>\n\n\n\n<p><\/p>\n\n\n\n<p><\/p>\n\n\n\n<p><\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-three-key-consumer-trends\">Three key consumer trends<\/h3>\n\n\n\n<figure class=\"wp-block-table\"><table><tbody><tr><td> <span class=\"has-inline-color has-black-color\">Convenience<\/span><\/td><td><span class=\"has-inline-color has-black-color\"> Health and safety<\/span> <\/td><td> <span class=\"has-inline-color has-black-color\">Focus on purpose <\/span><\/td><\/tr><tr><td><span class=\"has-inline-color has-black-color\"> The appetite for online shopping<br>and convenience will continue<br>to accelerate post-lockdown. <\/span><\/td><td><span class=\"has-inline-color has-black-color\"> With consumers becoming more concerned<br>about health and wellness, they will expect safer<br>in-store and last-mile practices from CPR<br>organizations in a post-pandemic scenario. <\/span><\/td><td><span class=\"has-inline-color has-black-color\"> CPR organizations that embody a<br>sense of purpose and strong<br>sustainability credentials will see<br>greater consumer engagement. <\/span><\/td><\/tr><\/tbody><\/table><\/figure>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":191,"featured_media":0,"parent":584467,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"cg_dt_proposed_to":[],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"","cg_seo_hreflang_x_default_relation":"{\"uuid\":\"5656af37-6735-4a16-9dbd-91e80e3ff37a\",\"blogId\":\"\",\"domain\":\"\",\"sitePath\":\"\",\"postLink\":\"\",\"postId\":null,\"isSaved\":false,\"isCrossLink\":false,\"hasCrossLink\":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":"","footnotes":"","featured_focal_points":"","partner_card_description":"","gsap_animation":0},"brand":[],"partner_type":[],"service":[],"industry":[],"partners":[],"page-type":[],"content-group":[],"class_list":["post-616142","page","type-page","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.8 (Yoast SEO v22.8) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Humanizing the AI experience for consumer goods and retail - Capgemini Canada - English<\/title>\n<meta name=\"description\" content=\"How can companies humanize the AI experience to continue to meet customer demands? 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