Consumers are adopting smart speakers an order of magnitude faster than they did the smartphone. The devices, and the voices assistants which inhabit them, will change shopping forever, creating a new era: Conversational Commerce.

This paper explains how it will accelerate the changes e-commerce is already creating in consumer industries; how it results in a new, emotionally engaged relationship between consumers and brands; what it means for customer experience; how artificial intelligence makes it possible; how business operations will need to adapt; and the huge opportunities Conversational Commerce presents to organisations that get it right.

Read the Intel, MIT and Capgemini PoV.

Meet the Authors

Mark Taylor
Executive Vice President
Chief Experience Officer
DCX Practice


Kees Jacobs
Digital Proposition Lead
Consumer Products & Retail


Shannon Warner
Vice President
Retail and Consumer Products
Capgemini Consulting North America


Gwendolyn Graman
Conversational Commerce
Proposition Lead
Consumer Products & Retail


Prof. Sanjay Sarma
Vice President for Open Learning



Prof. Brian Subirana
Director of the MIT Auto-ID



Richard (Dick) Cantwell
MIT Affiliate at the School
of Engineering and Auto-ID
Laboratory at the Massachusetts



Jon Stine
Global General Manager
Retail Hospitality Consumer Goods
Industry Sales Group
Intel Corporation


Chris Hunt
Global Consulting Lead for Retail and CPG
Intel Corporation




Read the research report from the Digital Transformation Institute.

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