{"id":711624,"date":"2026-04-13T07:27:09","date_gmt":"2026-04-13T07:27:09","guid":{"rendered":"https:\/\/www.capgemini.com\/gb-en\/?post_type=research-and-insight&#038;p=711624"},"modified":"2026-04-14T07:31:58","modified_gmt":"2026-04-14T07:31:58","slug":"human-led-ai-powered-cx-transformation","status":"publish","type":"research-and-insight","link":"https:\/\/www.capgemini.com\/gb-en\/insights\/research-library\/human-led-ai-powered-cx-transformation\/","title":{"rendered":"Reimagining customer experience: Human-led, AI-powered"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-reusable header heroReusable  \"><div class=\"header-bgs\"><picture><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/04\/Human-led-AI-powered_CRI-2880X1800.jpg?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/04\/Human-led-AI-powered_CRI-2880X1800.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/04\/Human-led-AI-powered_CRI-2880X1800.jpg?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/04\/Human-led-AI-powered_CRI-2880X1800.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/04\/Human-led-AI-powered_CRI-2880X1800.jpg?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/04\/Human-led-AI-powered_CRI-2880X1800.jpg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/04\/Human-led-AI-powered_CRI-2880X1800.jpg?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/04\/Human-led-AI-powered_CRI-2880X1800.jpg?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/04\/Human-led-AI-powered_CRI-2880X1800.jpg\" class=\"header-img header-img-d\" alt=\"\" style=\"object-fit:cover;object-position:52% 39%\" 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 class=\"brandInfo\"><div class=\"brandLogo\"><img decoding=\"async\" loading=\"lazy\" src=\"\/wp-content\/themes\/capgemini2025\/assets\/images\/capgemini-research-institute-white.svg\" alt=\"capgemini-research-institute\" class=\"dark\"\/><img decoding=\"async\" loading=\"lazy\" src=\"\/wp-content\/themes\/capgemini2025\/assets\/images\/capgemini-research-institute.svg\" alt=\"capgemini-research-institute\" class=\"light\"\/><\/div><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">Reimagining customer experience: Human-led, AI-powered<\/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\/wp-content\/uploads\/2026\/04\/Final-Web-Version-Report-AI-Powered-CX.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><span>Download the report<\/span><span class=\"type\">6 MB pdf<\/span><\/a><\/div><div class=\"col-md-4 downloadFiles \"><a class=\"button-download--small\" type=\"download\" href=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/04\/Final-Infographic-AI-Powered-CX.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><span>Download infographic<\/span><span class=\"type\">1,003 KB pdf<\/span><\/a><\/div><\/div><\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-group section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"grid-container\"><div class=\"col-12 col-md-2\"><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=1192682\" 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\/shareArticle?url=https:\/\/www.capgemini.com\/?post_type=research-and-insight&amp;p=1192682\" 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><div class=\"article-text article-quote-text\">\n<h2 class=\"wp-block-heading\" id=\"h-why-customer-experience-is-now-a-driver-of-growth-trust-and-long-term-value\">Why customer experience is now a driver of growth, trust, and long-term value<\/h2>\n\n\n\n<p>Emerging technologies \u2013 particularly AI and agentic AI \u2013 are accelerating the evolution of customer expectations. What customers expect is no longer linear or predictable; it changes by context, moment, and intent. As a result, customer experience (CX) has evolved from a strategic priority into a primary driver of growth.<\/p>\n\n\n\n<p>Reimagining customer experience: Human-led, AI-powered, a report from the Capgemini Research Institute, explores how organisations must rethink the design, delivery, and scaling of CX as AI becomes a critical enabler of next-generation CX. It highlights critical gaps in emotional connection, journey continuity, data trust, and effective AI adoption \u2013 and underscores the importance of human-led, AI-powered engagement in rebuilding trust and loyalty. The report draws on insights from 9,500 consumers across 16 countries and 1,200 executives and front-line staff to show how organisations can close the CX perception gap and deliver consistent, high\u2011impact experiences at scale. Key findings include:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>AI adoption is rising \u2013 but trust is lagging.<\/strong> 68% of organisations believe AI agents will outperform traditional CX channels and 58% of consumers believe AI agents can save them time by automating their routine monthly purchases and payments, yet trust gaps persist: 83% of consumers are uncomfortable with AI recording personal data, compared with 38% of executives who are comfortable with it.<\/li>\n\n\n\n<li><strong>Human-led, AI-powered CX matters more than ever.<\/strong> Over 66% of customers rank front line employees among their top three interaction channels. Customers continue to value authentic person-to-person interactions that convey understanding and trust. Human-led, ensure customers have access to human guidance for emotionally complex and high stakes decisions. <\/li>\n\n\n\n<li><strong>CX is a growth driver \u2013 but leaders misread customer reality.<\/strong> While 84% of executives see CX as core to growth, perception gaps remain stark. Leaders estimate 84% customer willingness to recommend their products\/services, versus just 45% reported by customers.<\/li>\n\n\n\n<li><strong>Poor CX directly erodes revenue and loyalty.<\/strong> After negative experiences, 63% of customers switch providers and 61% reduce spending. Strong CX delivers the opposite effect, with 70% returning as repeat buyers.<\/li>\n\n\n\n<li><strong>Fragmentation is breaking CX at scale.<\/strong> 40% of organisations lack a clear CX roadmap or KPIs, and only 23% have a unified strategy across channels. Just 28% ensure seamless context transfer across journeys.<\/li>\n<\/ul>\n\n\n\n<p>This report is essential for C-suite executives, and leaders driving CX and AI across sectors. To pivot from incremental CX improvements to bold, AI-enabled reinvention, organisations must:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Define CX objectives and align with desired business outcomes<\/li>\n\n\n\n<li>Establish a clear, shared CX roadmap<\/li>\n\n\n\n<li>Design CX for both humans and AI<\/li>\n\n\n\n<li>Rebalance automation and human interaction<\/li>\n\n\n\n<li>Design an AI-powered CX ecosystem that avoids channel fragmentation<\/li>\n\n\n\n<li>Implement capability to measure AI-mediated CX feedback to sense and adapt<\/li>\n\n\n\n<li>Build trusted, secure, and transparent data that is AI-ready to form the foundation of CX infrastructure<\/li>\n<\/ul>\n\n\n\n<p>To learn how to design CX that is adaptive, trusted, and human-led in an AI-enabled world, download the report today and <a href=\"mailto: <research@capgemini.com&gt;\">schedule a customised presentation<\/a> just for your team.<\/p>\n\n\n\n<p><a id=\"_msocom_1\"><\/a><\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-call-to-action undefined is-style-cg-secondary-3 call-to-action-block\"><div class=\"container\"><div class=\"call-to-action-block-content-wrapper has-description\"><div class=\"text-wrapper has-description\"><h3 class=\"title\" data-maxlength=\"144\">Stay informed<\/h3><p class=\"description\" data-maxlength=\"210\">Subscribe to have the latest reports from the Capgemini Research Institute delivered direct to your inbox.<\/p><\/div><div class=\"button-wrapper has-description\"><a class=\"cta-btn action-valid\" data-bs-toggle=\"modal\" data-bs-target=\"#CTA8a45928e_bb7f_4615_b632_ab7f778bf353\" data-maxlength=\"24\" tabindex=\"0\" href=\"#\"> Subscribe <\/a><\/div><div class=\"modal cta-frontend-modal-wrapper\" id=\"CTA8a45928e_bb7f_4615_b632_ab7f778bf353\"><div class=\"modal-dialog modal-lg modal-dialog-centered modal-dialog-scrollable cta-frontend-modal\"><div class=\"modal-content\"><div class=\"modal-header\"><button type=\"button\" class=\"btn-close\" data-bs-dismiss=\"modal\" aria-label=\"close\"> <\/button><\/div><div class=\"modal-body\"><div class=\"logo-wrapper\"><img decoding=\"async\" loading=\"lazy\" src=\"\/wp-content\/themes\/capgemini2025\/assets\/images\/logo-white.svg\" alt=\"logo\" class=\"dark\"\/><img decoding=\"async\" loading=\"lazy\" src=\"\/wp-content\/themes\/capgemini2025\/assets\/images\/logo.svg\" alt=\"logo\" class=\"light\"\/><\/div><h4 class=\"form-title\">Stay informed<\/h4>\t\t<div class=\"mf_forms__container \">\n\t\t\t\t\t\t\t\t<form id=\"mf_form_344265_1137530896\" class=\"mf_form__form row needs-validation\" action=\"\" method=\"post\" enctype=\"multipart\/form-data\" data-nosnippet>\n\n\t\t\t\t\t\t\t\t<input type=\"hidden\" name=\"form_id\" data-validate=\"number\" class=\"mf_form__id\" value=\"344265\" \/>\n\t\t\t\t<input type=\"hidden\" name=\"form_title\" class=\"mf_form__title\" value=\"\" \/>\n\t\t\t\t<input type=\"hidden\" name=\"wp_rest_nonce\" class=\"mf_form__wp_rest_nonce\" value=\"e2c6884adf\" \/>\n\n\t\t\t\t<input type=\"hidden\" name=\"mf_form_conditional_logic\" class=\"mf_form__title conditional_logic\" value=\"\" \/>\n\t\t\t\t\n\t\t\t\t<input type=\"hidden\" name=\"mf_form_fields_country_dpo_field\" class=\"mf_form__title conditional_logic mf_form_fields_country_dpo_field\" value=\"\" \/>\n\n\t\t\t\t<!-- Anti-spam field -->\n\t\t\t\t<input type=\"text\" \n\t\t\t\t\tname=\"website_url\" \n\t\t\t\t\tclass=\"mf_field__url\" \n\t\t\t\t\tautocomplete=\"off\"\n\t\t\t\t\ttabindex=\"-1\"\n\t\t\t\t\taria-hidden=\"true\"\n\t\t\t\t\tstyle=\"position:absolute;left:-9999px;width:1px;height:1px;opacity:0;pointer-events:none;\" \n\t\t\t\t\/>\n\t\t\t<\/form>\n\n\t\t\t<div class=\"mf_form__success\" tabindex=\"0\" role=\"alert\">\n\t\t\t\t\t\t\t\t<p>Thank You! 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https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/02\/Customer-first.webp?w=1000&amp;quality=70 2x\" class=\"box-img\" alt=\"\" style=\"object-fit:cover;object-position:50% 50%\" loading=\"lazy\"\/><\/div><h3 class=\"titleWithoutLink_learnMore\">Customer first<\/h3><\/a><\/div><\/div><div class=\"box-inner\"><\/div><\/div><div class=\"col-md-4\"><div class=\"box\"><div class=\"box-wrapper\"><a class=\"box-title\" href=\"https:\/\/www.capgemini.com\/services\/customer-first\/customer-experience\/\" target=\"\" aria-label=\"Customer experience\" rel=\"noopener noreferrer\"><div class=\"box-img-wrapper\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/11\/Capgemini_Services_Customer-First_Customer-Experience.webp?w=500&amp;quality=70\" srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/11\/Capgemini_Services_Customer-First_Customer-Experience.webp?w=500&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2024\/11\/Capgemini_Services_Customer-First_Customer-Experience.webp?w=1000&amp;quality=70 2x\" class=\"box-img\" alt=\"\" style=\"object-fit:cover;object-position:50% 50%\" loading=\"lazy\"\/><\/div><h3 class=\"titleWithoutLink_learnMore\">Customer experience<\/h3><\/a><\/div><\/div><div class=\"box-inner\"><\/div><\/div><div class=\"col-md-4\"><div class=\"box\"><div class=\"box-wrapper\"><a class=\"box-title\" href=\"https:\/\/www.capgemini.com\/services\/customer-first\/continuous-business-reinvention\/\" target=\"\" aria-label=\"Continuous business reinvention\" rel=\"noopener noreferrer\"><div class=\"box-img-wrapper\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/03\/Capgemini_Customer-First_Continuous-business-reinvention.jpg?w=500&amp;quality=70\" srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/03\/Capgemini_Customer-First_Continuous-business-reinvention.jpg?w=500&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2022\/03\/Capgemini_Customer-First_Continuous-business-reinvention.jpg?w=1000&amp;quality=70 2x\" class=\"box-img\" alt=\"\" style=\"object-fit:cover;object-position:50% 50%\" loading=\"lazy\"\/><\/div><h3 class=\"titleWithoutLink_learnMore\">Continuous business reinvention<\/h3><\/a><\/div><\/div><div class=\"box-inner\"><\/div><\/div><div class=\"col-md-4\"><div class=\"box\"><div class=\"box-wrapper\"><a class=\"box-title\" href=\"https:\/\/www.capgemini.com\/services\/data-and-ai\/\" target=\"\" aria-label=\"Data and artificial intelligence\" rel=\"noopener noreferrer\"><div class=\"box-img-wrapper\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/01\/Capgemini-RAISE_Agentic-AI_Webbanner-2880X1800-2.jpg?w=500&amp;quality=70\" 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