{"id":677849,"date":"2024-05-03T07:51:51","date_gmt":"2024-05-03T07:51:51","guid":{"rendered":"https:\/\/www.capgemini.com\/gb-en\/?p=677849&#038;preview=true&#038;preview_id=677849"},"modified":"2026-01-22T07:53:11","modified_gmt":"2026-01-22T07:53:11","slug":"empowering-customers-with-behavioral-data-and-ai-driven-personalisation","status":"publish","type":"post","link":"https:\/\/www.capgemini.com\/gb-en\/insights\/expert-perspectives\/empowering-customers-with-behavioral-data-and-ai-driven-personalisation\/","title":{"rendered":"Empowering customers with behavioral data and AI-driven personalisation"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-blogs header-hero-blogs\"><div class=\"container\"><div class=\"hero-blogs\"><div class=\"hero-blogs-content-wrapper\"><div class=\"row\"><div class=\"col-12\"><div class=\"header-title\"><h1>Empowering customers with behavioral data and AI-driven personalisation<\/h1><\/div><\/div><\/div><\/div><div class=\"hero-blogs-bottom\"><div class=\"header-author\"><div class=\"author-img\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/07\/Alok.jpg?w=200&amp;quality=10\" alt=\"Customer experience in Data and AI\" loading=\"lazy\"\/><\/div><div class=\"author-name-date\"><h5 class=\"author-name\">Alok Benjwal<\/h5><h5 class=\"blog-date\">3 May 2024<\/h5><\/div><\/div><div class=\"brand-image\"><\/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\/insights\/expert-perspectives\/should-i-stay-or-should-i-go-my-2-cents-on-current-and-future-leaders-in-digital-process-automation\/\" 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\/insights\/expert-perspectives\/should-i-stay-or-should-i-go-my-2-cents-on-current-and-future-leaders-in-digital-process-automation\/&amp;text=Should%20I%20stay%20or%20should%20I%20go%3F%20-%20my%202%20cents%20on%20current%20and%20future%20leaders%20in%20digital%20process%20automation%C2%A0\" 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\/insights\/expert-perspectives\/should-i-stay-or-should-i-go-my-2-cents-on-current-and-future-leaders-in-digital-process-automation\/&amp;text=Should%20I%20stay%20or%20should%20I%20go%3F%20-%20my%202%20cents%20on%20current%20and%20future%20leaders%20in%20digital%20process%20automation%C2%A0\" 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<p>In today&#8217;s competitive banking landscape, customers demand personalised experiences tailored to individual needs and preferences. However, the current generic interactions and misalignment with financial goals leads to dissatisfaction with the current state of customisation offered by banks. A&nbsp;<a href=\"https:\/\/blend.com\/blog\/thought-leadership\/personalization-in-banking\/\" target=\"_blank\" rel=\"noreferrer noopener\">report<\/a> by Blend found that 65% of consumers wanted banks to make it easier to shop and find tailored products, and 72% felt product offers to be more valuable when tailored to their personal needs. This illustrates the gap between customer expectations for personalised services and the reality of banking experiences.<\/p>\n\n\n\n<p>Generative AI is a key tool that has emerged to drive personalisation. Customers love it, with the Capgemini Research Institute\u2019s 2023 <a href=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/05\/Final-Web-Version-Report-Creative-Gen-AI.pdf\" target=\"_blank\" rel=\"noreferrer noopener\">survey<\/a> revealing that 73% of 8500+ consumers trusted content written by it and 53% have faith in generative AI-assisted financial advice. With the scramble to develop such solutions for enhanced business outcomes, business leaders should know how this technology can drive personalisation for their businesses.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-content-creation-at-scale\"><strong>Content creation at scale<\/strong><\/h4>\n\n\n\n<p>Generative AI revolutionises media creation, infusing personalisation into every aspect from text to images. This approach ensures that tailored content resonates uniquely with each consumer, be it product descriptions, blogs, or video scripts. Replacing labor-intensive manual efforts, generative AI streamlines the process, delivering messaging and visuals based on individual preferences, demographics, and past behaviors.<\/p>\n\n\n\n<p>AI algorithms swiftly analyze real-time consumer interactions and transactions, ensuring content remains relevant and effective across platforms. In contact centers, Generative AI addresses common queries, reducing agent costs and resolution times, elevating overall customer experience.<\/p>\n\n\n\n<p><a href=\"https:\/\/www.capgemini.com\/insights\/research-library\/cmo-playbook-gen-ai\/\">CRI&#8217;s <\/a><a href=\"https:\/\/www.capgemini.com\/insights\/research-library\/cmo-playbook-gen-ai\/\" target=\"_blank\" rel=\"noreferrer noopener\">survey<\/a> highlights this approach\u2019s significance, with 29% of executives extensively leveraging generative AI for content creation and another 26% embracing it to some extent. <a href=\"https:\/\/www.forbes.com\/sites\/randybean\/2023\/11\/27\/how-ally-financial-is-delivering-business-value-from-generative-ai\/?sh=6dd27e379a86\">Ally <\/a><a href=\"https:\/\/www.forbes.com\/sites\/randybean\/2023\/11\/27\/how-ally-financial-is-delivering-business-value-from-generative-ai\/?sh=6dd27e379a86\" target=\"_blank\" rel=\"noreferrer noopener\">Financial<\/a>, a US all-digital bank, used generative AI to reduce marketers&#8217; production time by up to 2-3 weeks, achieving average time savings of 34% with prompt accuracy of 81% (indicating users generally received relevant content output).<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-hyper-personalised-recommendations\"><strong><strong>Hyper-personalised recommendations<\/strong><\/strong><\/h4>\n\n\n\n<p>Generative AI utilises customer data to analyze past interactions, transactions, and preferences, generating tailored product and service recommendations. This fosters trust, and contributes to loyalty, retention, and revenue growth through repeat purchases and brand advocacy.<\/p>\n\n\n\n<p>Detailed customer profiles enable targeted recommendations, such as credit cards and insurance, based on individual preferences. Real-time analysis suggests agent responses and identifies cross-selling opportunities, catering to specific consumer needs.<\/p>\n\n\n\n<p>According to <a href=\"http:\/\/mhttps\/\/www.capgemini.com\/insights\/research-library\/cmo-playbook-gen-ai\/\">Capgemini\u2019s <\/a><a href=\"http:\/\/mhttps\/\/www.capgemini.com\/insights\/research-library\/cmo-playbook-gen-ai\/\" target=\"_blank\" rel=\"noreferrer noopener\">research<\/a>, 60% of executives use generative AI extensively for customised customer experiences, and 57% for creating personalised customer and brand avatars. Mastercard&#8217;s Dynamic Yield developed <a href=\"https:\/\/voicebot.ai\/2023\/12\/04\/mastercard-unveils-generative-ai-retail-tool-shopping-muse\/\">Shopping <\/a><a href=\"https:\/\/voicebot.ai\/2023\/12\/04\/mastercard-unveils-generative-ai-retail-tool-shopping-muse\/\" target=\"_blank\" rel=\"noreferrer noopener\">Muse<\/a>, leveraging colloquial language to deliver customised product recommendations and predict shopping intents based on the past purchase data and behavior, enhancing shoppers\u2019 discovery experience.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-dynamic-and-engaging-interactions\"><strong><strong><strong>Dynamic and engaging interactions<\/strong><\/strong><\/strong><\/h4>\n\n\n\n<p>Generative AI chatbots mimic human responses, providing round-the-clock support, engaging in natural conversations, and adapting to user mood or intent. This enhances service perception, offering personalised advice and support, ultimately boosting engagement and loyalty.<\/p>\n\n\n\n<p>In a Capgemini <a href=\"https:\/\/www.capgemini.com\/insights\/research-library\/generative-ai-in-organizations\/\" target=\"_blank\" rel=\"noreferrer noopener\">survey<\/a>, 83% of organisations deemed chatbots relevant for automating customer service and improving knowledge management. Wells Fargo&#8217;s chatbot, <a href=\"https:\/\/venturebeat.com\/ai\/wells-fargos-google-llm-driven-assistant-may-reach-100-million-interactions-per-year\/\" target=\"_blank\" rel=\"noreferrer noopener\">Fargo<\/a>, manages 20 million interactions, offering banking services and financial advice via voice and text, powered by the Tachyon AI platform.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-tailored-marketing-and-advertising\"><strong><strong><strong><strong>Tailored marketing and advertising<\/strong><\/strong><\/strong><\/strong><\/h4>\n\n\n\n<p>Generative AI transforms marketing with targeted campaigns, replacing generic ads with personalised content across different media formats. Historical data informs tailored messaging, optimising clickthrough and conversion rates. Financial institutions leverage generative AI for personalised content, driving loyalty and engagement with instant cross-selling and up-selling offers.<\/p>\n\n\n\n<p>Consumers embrace generative AI, with 62% comfortable with its use in marketing, per Capgemini Research Institute survey. For <a href=\"https:\/\/www.pymnts.com\/commercial-payments\/2023\/square-launches-10-new-generative-ai-features-to-assist-businesses\/\" target=\"_blank\" rel=\"noreferrer noopener\">example<\/a>, Square integrates this technology into its business software, streamlining email marketing with personalised content and supporting blog copywriting for SEO improvement and resource savings.<\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter size-full\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/05\/Empowering-customers-_01-1.png\" alt=\"\" class=\"wp-image-1019079\"\/><\/figure>\n<\/div><\/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<h4 class=\"wp-block-heading\" id=\"h-towards-individualisation\"><strong><strong><strong><strong><strong>Towards individualisation<\/strong><\/strong><\/strong><\/strong><\/strong><\/h4>\n\n\n\n<p>Marketing strategies have used technology to shift from broad-based campaigns to targeted approaches using group-level data. With generative AI, we move to individualisation, where AI platforms craft unique experiences tailored to each user&#8217;s specific needs and preferences. This can incorporate factors like real-time behavior, mood, preferences, goals, and health metrics. To illustrate, while personalisation involves targeting segments with credit card campaigns based on transaction history, individualisation takes it further. It allows credit card companies to monitor each customer&#8217;s financial actions, adjusting credit limits dynamically based on their creditworthiness and current financial situation using AI\/ML. This ensures personalised, responsible credit management.<\/p>\n\n\n\n<p>Deploying sophisticated generative AI operationalises, at scale, the insights generated from AI\/ML algorithms. This optimises resource allocation, improves customer engagement, and growth and efficiency strategies. According to <a href=\"https:\/\/www.capgemini.com\/insights\/research-library\/cmo-playbook-gen-ai\/\" target=\"_blank\" rel=\"noreferrer noopener\">Capgemini<\/a>, 58% of organisations integrate generative AI into marketing, and 50% of financial services firms allocate budget to it . How does this technology enhance business and customer outcomes for financial institutions?<\/p>\n\n\n\n<figure class=\"wp-block-image aligncenter size-full\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/05\/Empowering-customers-_02-01.png\" alt=\"\" class=\"wp-image-1019083\"\/><\/figure>\n\n\n\n<figure class=\"wp-block-image aligncenter size-full\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/05\/Empowering-customers-_03.png\" alt=\"\" class=\"wp-image-1019084\"\/><\/figure>\n<\/div><\/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>Generative AI\u2019s technological prowess and operational capabilities will lead to a paradigm shift in how businesses can be ran efficiently. To extract the maximum value out of generative AI applications, a leader must understand the technology and how it can enhance existing business processes, along with clarity on the outcomes it can create. Banks and financial institutions will need to rapidly adopt these technologies in a volatile, competitive environment to ensure that customers\u2019 demands for greater personalisation and convenience are met quickly and effectively.<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n<section class=\"latest-insights layout-odd \"><div class=\"container\"><div class=\"insight-title\"><h2 class=\"latest-insight-title\">Related research and insights<\/h2><\/div><div class=\"layout-single-card\">\n                      <div class=\"row align-items-center w-lg-100\">\n                        <div class=\"card-image-wrapper\">\n                                <div class=\"card-image\" data-image-url=\"https:\/\/www.capgemini.com\/gb-en\/insights\/research-library\/cmo-playbook-gen-ai\/\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<picture>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2023\/12\/CMO-playbook-Gen-AI_2880X1800.jpg?w=2048&#038;quality=70 1x, https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2023\/12\/CMO-playbook-Gen-AI_2880X1800.jpg?w=2048&#038;quality=70 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 1500px)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2023\/12\/CMO-playbook-Gen-AI_2880X1800.jpg?w=1024&#038;quality=70 1x, https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2023\/12\/CMO-playbook-Gen-AI_2880X1800.jpg?w=2048&#038;quality=70 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 992px)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2023\/12\/CMO-playbook-Gen-AI_2880X1800.jpg?w=1024&#038;quality=70 1x, https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2023\/12\/CMO-playbook-Gen-AI_2880X1800.jpg?w=2048&#038;quality=70 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 768px)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2023\/12\/CMO-playbook-Gen-AI_2880X1800.jpg?w=500&#038;quality=70 1x, https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2023\/12\/CMO-playbook-Gen-AI_2880X1800.jpg?w=1000&#038;quality=70 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 0)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2023\/12\/CMO-playbook-Gen-AI_2880X1800.jpg\" alt=\"\" style=\"object-position: 50% 50%; object-fit: cover;\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/picture>\n                                <\/div>\n                            <\/div>\n                            <div class=\"col-12 col-md-5 col-lg-7\"><\/div>\n                        <div class=\"col-12 col-md-7 col-lg-5\">\n                            <a href=\"https:\/\/www.capgemini.com\/gb-en\/insights\/research-library\/cmo-playbook-gen-ai\/\" aria-label=\"Generative AI and the evolving role of marketing: A CMO\u2019s playbook\" class=\"card-link-holder\">\n                            <div class=\"insight-card insight-card-start\">\n                                <div class=\"card-tag\">Capgemini Research Institute<\/div>\n                                <h3 class=\"card-title\">Generative AI and the evolving role of marketing: A CMO\u2019s playbook<\/h3>\n                                <div class=\"insight-card-footer\">\n                                    <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/themes\/capgemini2025\/assets\/images\/capgemini-research-institute.svg\" alt=\"capgemini-research-institute\" class=\"light\">\n\t\t\t\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/themes\/capgemini2025\/assets\/images\/capgemini-research-institute-white.svg\" alt=\"capgemini-research-institute\" class=\"dark\">\n                                <\/div>\n                            <\/div>\n                            <\/a>\n                        <\/div>\n                     <\/div>\n                    <\/div><div class=\"layout-two-card cards-reversed\">\n                                <div class=\"row align-items-center\"><div class=\"card-image-wrapper\">\n                                <div class=\"card-image\" data-image-url=\"https:\/\/www.capgemini.com\/gb-en\/insights\/research-library\/generative-ai-in-organisations\/\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<picture>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<source 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href=\"https:\/\/www.capgemini.com\/gb-en\/insights\/research-library\/world-retail-banking-report\/\" aria-label=\"World Retail Banking Report 2025\" class=\"card-link-holder\">\n                            <div class=\"insight-card insight-card-start\">\n                                <div class=\"card-tag\">Report<\/div>\n                                <h3 class=\"card-title\">World Retail Banking Report 2025<\/h3>\n                                <div class=\"insight-card-footer\">\n                                    <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/themes\/capgemini2025\/assets\/images\/capgemini-research-institute-white.svg\" alt=\"capgemini-research-institute\" class=\"light\">\n\t\t\t\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/themes\/capgemini2025\/assets\/images\/capgemini-research-institute-white.svg\" alt=\"capgemini-research-institute\" class=\"dark\">\n                                <\/div>\n                            <\/div>\n                            <\/a>\n                        <\/div>\n                    <div class=\"col-12 col-md-6 col-lg-4\">\n                           <a href=\"https:\/\/www.capgemini.com\/gb-en\/insights\/research-library\/generative-ai-in-organisations\/\" aria-label=\"Generative ai in organisations\" class=\"card-link-holder\">\n                            <div class=\"insight-card insight-card-center\">\n                                <div class=\"card-tag\">Report<\/div>\n                                <h3 class=\"card-title\">Generative ai in organisations<\/h3>\n                                <div class=\"insight-card-footer\">\n                                    <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/themes\/capgemini2025\/assets\/images\/capgemini-research-institute.svg\" alt=\"capgemini-research-institute\" class=\"light\">\n\t\t\t\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/themes\/capgemini2025\/assets\/images\/capgemini-research-institute-white.svg\" alt=\"capgemini-research-institute\" class=\"dark\">\n                                <\/div>\n                            <\/div>\n                            <\/a>\n                        <\/div>\n                    <div class=\"col-12 col-lg-4 d-md-none d-lg-block\"><\/div><\/div>\n                    <\/div><div class=\"layout-two-card cards-normal\">\n                                <div class=\"row align-items-center\"><div class=\"card-image-wrapper\">\n                                <div class=\"card-image\" data-image-url=\"https:\/\/www.capgemini.com\/gb-en\/insights\/research-library\/intelligence-turns-bank-contact-centres-into-value-creators\/\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<picture>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<source 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srcset=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2024\/05\/Intelligent-banks_web-banner-2880x1800px.jpg?w=800&#038;quality=70 1x, https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2024\/05\/Intelligent-banks_web-banner-2880x1800px.jpg?w=800&#038;quality=70 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 768px)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<source srcset=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2024\/05\/Intelligent-banks_web-banner-2880x1800px.jpg?w=350&#038;quality=70 1x, https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2024\/05\/Intelligent-banks_web-banner-2880x1800px.jpg?w=700&#038;quality=70 2x\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tmedia=\"(min-width: 0)\"\/>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2024\/05\/Intelligent-banks_web-banner-2880x1800px.jpg\" alt=\"\" style=\"object-position: 50% 50%; object-fit: cover;\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/picture>\n                                <\/div>\n                            <\/div><div class=\"col-12 col-lg-4 d-md-none d-lg-block\"><\/div><div class=\"col-12 col-md-6 col-lg-4\">\n                           <a href=\"https:\/\/www.capgemini.com\/gb-en\/insights\/research-library\/intelligence-turns-bank-contact-centres-into-value-creators\/\" aria-label=\"Intelligence turns bank contact centres into value creators\" class=\"card-link-holder\">\n                            <div class=\"insight-card insight-card-center\">\n                                <div class=\"card-tag\">Point of view<\/div>\n                                <h3 class=\"card-title\">Intelligence turns bank contact centres into value creators<\/h3>\n                                <div class=\"insight-card-footer\">\n                                    <img decoding=\"async\" loading=\"lazy\" src=\"\" alt=\"\" class=\"light\">\n\t\t\t\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"\" alt=\"\" class=\"dark\">\n                                <\/div>\n                            <\/div>\n                            <\/a>\n                        <\/div>\n                    <div class=\"col-12 col-md-6 col-lg-4\">\n                            <a href=\"https:\/\/www.capgemini.com\/gb-en\/insights\/research-library\/ramping-up-customer-experience-cx-from-interaction-to-engagement\/\" aria-label=\"Ramping up customer experience (CX) \u2013 from interaction to engagement\" class=\"card-link-holder\">\n                            <div class=\"insight-card insight-card-start\">\n                                <div class=\"card-tag\">Point of view<\/div>\n                                <h3 class=\"card-title\">Ramping up customer experience (CX) \u2013 from interaction to engagement<\/h3>\n                                <div class=\"insight-card-footer\">\n                                    <img decoding=\"async\" loading=\"lazy\" src=\"\" alt=\"\" class=\"light\">\n                                    <img decoding=\"async\" loading=\"lazy\" src=\"\" alt=\"\" class=\"dark\">\n                                <\/div>\n                            <\/div>\n                            <\/a>\n                        <\/div>\n                    <\/div>\n                    <\/div><\/div><\/section>\n\n","protected":false},"excerpt":{"rendered":"<p>Generative AI is a key tool that has emerged to drive 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