{"id":550173,"date":"2020-07-16T14:47:00","date_gmt":"2020-07-16T14:47:00","guid":{"rendered":"https:\/\/www.capgemini.com\/gb-en\/?post_type=research-and-insight&#038;p=550173"},"modified":"2026-03-06T10:01:04","modified_gmt":"2026-03-06T10:01:04","slug":"the-art-of-customer-centric-artificial-intelligence","status":"archive","type":"research-and-insight","link":"https:\/\/www.capgemini.com\/gb-en\/insights\/research-library\/the-art-of-customer-centric-artificial-intelligence\/","title":{"rendered":"The art of customer-centric artificial intelligence"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-reusable header heroReusable  \"><div class=\"header-bgs\"><picture><source srcset=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2022\/05\/DotCom-Banner_1540x866-1-1.jpg?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2022\/05\/DotCom-Banner_1540x866-1-1.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2022\/05\/DotCom-Banner_1540x866-1-1.jpg?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2022\/05\/DotCom-Banner_1540x866-1-1.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2022\/05\/DotCom-Banner_1540x866-1-1.jpg?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2022\/05\/DotCom-Banner_1540x866-1-1.jpg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2022\/05\/DotCom-Banner_1540x866-1-1.jpg?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2022\/05\/DotCom-Banner_1540x866-1-1.jpg?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2022\/05\/DotCom-Banner_1540x866-1-1.jpg\" class=\"header-img header-img-d\" alt=\"\" style=\"object-fit:cover;object-position:50% 50%\" 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><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">The Art of Customer-Centric Artificial Intelligence<\/h1><\/div><div class=\"inner-row-insight download-btn\"><div class=\"col-md-4 downloadFiles \"><a class=\"button-download--small\" type=\"download\" href=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2022\/05\/AI-in-CX_CRI-Report_16072020_V4-1.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><span>AI-in-CX_C&#8230;<\/span><span class=\"type\">5 MB  pdf<\/span><\/a><\/div><div class=\"col-md-4 downloadFiles \"><a class=\"button-download--small\" type=\"download\" href=\"https:\/\/www.capgemini.com\/gb-en\/wp-content\/uploads\/sites\/5\/2022\/05\/Final-Infographic-AI-in-CX-1.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><span>Final-Info&#8230;<\/span><span class=\"type\">183 KB  pdf<\/span><\/a><\/div><\/div><\/div><\/div><\/div><\/div><\/header>\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-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\/gb-en\/insights\/research-library\/the-art-of-customer-centric-artificial-intelligence\/\" 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-li\"><a href=\"https:\/\/www.linkedin.com\/sharing\/share-offsite\/?url=https:\/\/www.capgemini.com\/gb-en\/insights\/research-library\/the-art-of-customer-centric-artificial-intelligence\/\" 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\"><h2 class=\"intro-para-title\">From robots delivering our groceries to the ability to take a car for a virtual test drive, AI offers seemingly countless, innovative ways to meet growing desire to avoid human or touchscreen contact in the wake of the COVID-19 pandemic. It\u2019s no wonder then that over three-quarters of customers expect to increase the use of touchless interfaces \u2013 such as voice assistants and facial recognition and 62% will continue to do so post-COVID. But are organisations doing enough to keep these customers happy?<\/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>In the latest report from the Capgemini Research Institute \u2013 <em>The art of customer-centric artificial intelligence<\/em> <em>\u2013<\/em>we surveyed over 5,000 customers across twelve countries and more than 1,000 industry executives across eight major industries to track the progress organisations have made with the AI-powered customer experience. We found that:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>To transform customer satisfaction performance, organisations must deliver a relevant, humanised, intent-driven AI experience that delights customers beyond their expectations.<\/li>\n\n\n\n<li>\u201cContext-aware\u201d AI use cases \u2013 the ones that customers find more personalised, empowering, and effortless \u2013 are more beneficial to customers<\/li>\n\n\n\n<li>To deliver tangible value to customers, use cases must be carefully selected and scaled.<\/li>\n\n\n\n<li>To earn customer trust and loyalty will require strong ethical foundations \u2013 including transparency, fairness, and data privacy.<\/li>\n<\/ul>\n\n\n\n<p>When it comes to delivering a transformative impact on customer engagement, loyalty, and long-term value, the future belongs to the brave and the bold.<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":103,"featured_media":550177,"template":"","meta":{"cg_dt_proposed_to":[],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"","cg_seo_hreflang_x_default_relation":"{\"uuid\":\"881af6c2-1408-4d8a-a28b-40a40ceb43d7\",\"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":false,"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":0,"primary_term":"","featured_focal_points":""},"tags":[],"research-and-insight-type":[],"theme":[],"brand":[],"service":[],"industry":[73],"partners":[],"content-group":[],"class_list":["post-550173","research-and-insight","type-research-and-insight","status-archive","has-post-thumbnail","hentry","industry-life-sciences"],"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>The art of customer-centric artificial intelligence - Capgemini UK<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.capgemini.com\/gb-en\/insights\/research-library\/the-art-of-customer-centric-artificial-intelligence\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"The art of customer-centric artificial intelligence\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.capgemini.com\/gb-en\/insights\/research-library\/the-art-of-customer-centric-artificial-intelligence\/\" \/>\n<meta property=\"og:site_name\" content=\"Capgemini UK\" \/>\n<meta property=\"article:modified_time\" content=\"2026-03-06T10:01:04+00:00\" 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