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Data and AI

AI in action

How gen AI and agentic AI redefine business operations

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As AI moves from pilot projects to production-scale deployments, organisations are beginning to realise measurable returns.

With an average ROI of 1.7x, AI is no longer a future promise – it’s a present-day performance driver. Leading organisations are unlocking ROI and efficiency through AI-driven business operations.

The Capgemini Research Institute’s new report, AI in action: How gen AI and agentic redefine business operations, explores how gen AI and agentic AI systems are transforming business operations across supply chain, finance, customer service, and people operations. From cost savings to faster decision-making, AI is reshaping the way enterprises operate.

Key findings from the report include:

  • AI is delivering real business value: 40% of organisations expect positive ROI from AI within one to three years, and another 35% within three to five years. AI agents are driving improvements in efficiency, accuracy, and customer satisfaction.
  • Investment in AI is accelerating: 62% of organisations have increased gen AI spending in 2025, with 36% allocating dedicated capital. Proprietary models are preferred by 77% of executives for their performance and integration capabilities.
  • Agentic AI adoption is surging. The use of AI agents – including multi-agent systems – has more than doubled in one year, with 21% of organisations now using them in operations. Production-scale deployments are expected to grow by 48% in 2025.
  • AI is reshaping core business functions, delivering cost savings of 26–31% across supply chain and procurement, finance and accounting, and customer and people operations.

AI in action: How gen AI and agentic redefine business operations is essential reading for business leaders, technology decision-makers, governance teams, and investors seeking to understand the transformative potential of gen AI and agentic AI. It provides organisations with the essential steps for developing AI-driven business operations:

  • Build a strong foundation of AI readiness
  • Make the workforce AI-ready through change-management and cultural transformation to enable smarter human – AI collaboration
  • Develop a strong approach to process redesign to unlock agentic AI’s full potential
  • Embrace agentic AI for transformational benefits
  • Maintain a sharp focus on cost containment
  • Devise a clear strategy for scaling AI across the enterprise.

To discover how AI is reshaping enterprise operations, and learn how to scale AI for lasting impact, download the report today.

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Meet our experts

Sebastien Guibert

Business Services Portfolio Head, Capgemini’s Business Services
Intelligent Process Automation can help eliminate frictions impacting your data, people, processes, and technology, enabling you to implement data-driven & digitally augmented workforce at scale by combining process automation, AI and process analytics.
Marek Sowa Head of Intelligent Automation Offering & Innovation, Capgemini Marek empowers clients to revolutionize business operations with AI and RPA. He aids Fortune 500 companies in creating scalable, high-performance automation solutions that enhance efficiency, employee satisfaction, and transformation. His current role involves shaping market-leading offerings, GTM strategies, and aligning global services in the Data & AI portfolio. Marek also manages product design, sales enablement, marketing alignment, and market adoption.

Marek Sowa

Data & AI for Enterprise Management leader
Marek Sowa is head of Capgemini’s Intelligent Automation Offering & Innovation focused on adopting AI technologies into business services. He leverages the potential hidden in deep and machine learning to increase the speed, accuracy, and automation of processes. This helps clients to transform their business operations leveraging the combined power of AI and RPA to create working solutions that deliver real business value.

Anne-Laure Thibaud (Thieullent)

Executive Vice President, Data & AI Group Offer Leader
Choosing the right technology for the right usage is key, but how your company should change the way it acts around data is vital. My passion is to bring technology, business transformation and governance together and take our clients to where they want to be as Intelligent Enterprises, while cultivating the values of trust, privacy and fairness.

Sergey Patsko

Data & AI for Intelligent Industry leader ​
I partner with my clients to drive Digital Transformation through Data & Artificial Intelligence: facilitate digital strategy sessions, design thinking workshops, Data Science use cases scoping, and road-mapping. We collaborate to establish enterprise-wide AI Centers of Exellence, AI Trust framework, ways to built and deploy Machine Learning applications in production, at scale. I also run Business of AI training for CxOs.

Steve Jones

Expert in Big Data and Analytics
Steve is the founder of Capgemini’s businesses in Cloud, SaaS, and Big Data, a published author in journals such as the Financial Times and IEEE Software. He is also the original creator of the first unified architecture for Big Fast Managed data, the Business Data Lake. He works with clients on delivering large-scale data solutions and the secure adoption of AI, he is the Capgemini lead for Collaborate Data Ecosystems and Trusted AI.