{"id":529382,"date":"2023-11-22T13:46:01","date_gmt":"2023-11-22T13:46:01","guid":{"rendered":"https:\/\/www.capgemini.com\/ch-en\/?post_type=research-and-insight&#038;p=529382"},"modified":"2026-02-02T11:39:00","modified_gmt":"2026-02-02T11:39:00","slug":"why-cx-teams-need-to-take-a-leadership-role-in-their-companys-generative-ai-strategy","status":"publish","type":"research-and-insight","link":"https:\/\/www.capgemini.com\/ch-en\/insights\/research-library\/why-cx-teams-need-to-take-a-leadership-role-in-their-companys-generative-ai-strategy\/","title":{"rendered":"Why CX teams need to take a leadership role in their company\u2019s generative AI strategy"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-reusable header heroReusable  \"><div class=\"header-bgs\"><picture><source srcset=\"https:\/\/prod.ucwe.capgemini.com\/wp-content\/uploads\/2023\/11\/Gen-AI.jpg?w=2880&amp;quality=70 1x, https:\/\/prod.ucwe.capgemini.com\/wp-content\/uploads\/2023\/11\/Gen-AI.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/prod.ucwe.capgemini.com\/wp-content\/uploads\/2023\/11\/Gen-AI.jpg?w=1440&amp;quality=70 1x, https:\/\/prod.ucwe.capgemini.com\/wp-content\/uploads\/2023\/11\/Gen-AI.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/prod.ucwe.capgemini.com\/wp-content\/uploads\/2023\/11\/Gen-AI.jpg?w=1024&amp;quality=70 1x, https:\/\/prod.ucwe.capgemini.com\/wp-content\/uploads\/2023\/11\/Gen-AI.jpg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/prod.ucwe.capgemini.com\/wp-content\/uploads\/2023\/11\/Gen-AI.jpg?w=768&amp;quality=70 1x, https:\/\/prod.ucwe.capgemini.com\/wp-content\/uploads\/2023\/11\/Gen-AI.jpg?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/prod.ucwe.capgemini.com\/wp-content\/uploads\/2023\/11\/Gen-AI.jpg\" class=\"header-img header-img-d\" alt=\"\" style=\"object-fit:cover;object-position:67% 38%\" loading=\"eager\"\/><\/picture><\/div><div class=\"heroPictureCardHeaderShape\"><\/div><div class=\"container\"><div class=\"row\"><div class=\"col-md-12\"><div class=\"box\"><div class=\"boxTagWrapper\"><div class=\"tagInfo\"><div><span class=\"box-tag\">Data and AI<\/span><\/div><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">Why CX teams need to take a leadership role in their company\u2019s generative AI strategy<\/h1><\/div><div class=\"inner-row-insight download-btn\"><div class=\"col-md-4 downloadFiles addPadding\"><a class=\"button-download--small\" type=\"download\" href=\"https:\/\/prod.ucwe.capgemini.com\/wp-content\/uploads\/2023\/11\/Capgemini_CX-Generative-AI-PoV.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><span>Download our PoV<\/span><span class=\"type\">316 KB pdf<\/span><\/a><\/div><\/div><\/div><\/div><\/div><\/div><\/header>\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-1\"><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\/?post_type=research-and-insight&amp;p=970452\" 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-tw\"><a href=\"https:\/\/twitter.com\/intent\/tweet?url=https:\/\/www.capgemini.com\/?post_type=research-and-insight&amp;p=970452&amp;text=%3Cstrong%3EWhy%20CX%20teams%20need%20to%20take%20a%20leadership%20role%20in%20their%20company%E2%80%99s%20generative%20AI%20strategy%3C%2Fstrong%3E\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-tw\"><\/i><span class=\"sr-only\">Twitter<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/shareArticle?url=https:\/\/www.capgemini.com\/?post_type=research-and-insight&amp;p=970452&amp;text=%3Cstrong%3EWhy%20CX%20teams%20need%20to%20take%20a%20leadership%20role%20in%20their%20company%E2%80%99s%20generative%20AI%20strategy%3C%2Fstrong%3E\" 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 class=\"col-12 col-md-11 col-lg-10\"><div class=\"article-text article-quote-text\">\n<h2 class=\"wp-block-heading\" id=\"h-generative-ai-gen-ai-represents-the-next-evolution-of-ai-systems-characterized-by-its-ability-to-learn-adapt-and-collaborate-in-ways-once-reserved-for-human-intelligence\">Generative AI (gen AI) represents the next evolution of AI systems \u2013 characterized by its ability to learn, adapt, and collaborate in ways once reserved for human intelligence.<\/h2>\n\n\n\n<p>In its&nbsp;<a href=\"https:\/\/www.capgemini.com\/ch-en\/insights\/research-library\/generative-ai-in-organizations\/\"><em>Harnessing the value of generative AI<\/em><\/a>&nbsp;report, the Capgemini Research Institute noted that 96 percent of the executives surveyed have put the technology on their boardroom agenda. That said, many leaders are unsure how to get started. Generative AI has emerged as a game-changing technology that promises to reshape all industries and redefine the way people interact with organizations. The potential benefits are staggering, but businesses must understand that harnessing gen AI\u2019s full potential is contingent upon careful preparation.<\/p>\n\n\n\n<p>In this Q&amp;A with Capgemini\u2019s Ollie East, Head of Go-to-Market Strategy and US GenAI CX Lead; Shawn Goodin, Principal MarTech Strategist, Customer Data &amp; AI; and Pranav Kumar, Digital, Data, and AI Business Leader,&nbsp;<strong>discuss on why CX teams need a seat at the gen AI table.<\/strong><\/p>\n\n\n\n<p><\/p>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button is-style-outline\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/prod.ucwe.capgemini.com\/wp-content\/uploads\/2023\/11\/Capgemini_CX-Generative-AI-PoV.pdf\" target=\"_blank\" rel=\"noreferrer noopener\">Download our PoV<\/a><\/div>\n<\/div>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"<p>Why CX teams need to take a leadership role in their company\u2019s generative AI strategy<\/p>\n","protected":false},"author":440,"featured_media":529383,"template":"","meta":{"cg_dt_proposed_to":[],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"","cg_seo_hreflang_x_default_relation":"{\"uuid\":\"157133c7-b6ef-411b-9f40-cabc1416885b\",\"blogId\":\"\",\"domain\":\"\",\"sitePath\":\"\",\"postLink\":\"\",\"postId\":null,\"isSaved\":true,\"isCrossLink\":false,\"hasCrossLink\":false}","cg_dt_approved_content":true,"cg_dt_mandatory_content":false,"cg_dt_notes":"","cg_dg_source_changed":true,"cg_dt_link_disabled":false,"footnotes":"","related_resource_url":"","related_resource_id":0,"related_resource_size":"","related_resource_type":"","cg_author":0,"_yoast_wpseo_primary_theme":74,"primary_term":"Data and AI","featured_focal_points":""},"tags":[],"research-and-insight-type":[66],"theme":[74],"brand":[],"service":[192],"industry":[],"partners":[],"content-group":[],"class_list":["post-529382","research-and-insight","type-research-and-insight","status-publish","has-post-thumbnail","hentry","research-and-insight-type-point-of-view","theme-data-and-ai","service-data-ai"],"theme_term_info":[{"id":74,"name":"Data and AI"}],"industry_term_info":[],"services_term_info":[{"id":192,"name":"Data &amp; 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