{"id":713548,"date":"2026-05-20T08:54:15","date_gmt":"2026-05-20T08:54:15","guid":{"rendered":"https:\/\/www.capgemini.com\/gb-en\/?post_type=research-and-insight&#038;p=713548"},"modified":"2026-05-20T08:54:17","modified_gmt":"2026-05-20T08:54:17","slug":"ai-powered-customer-service-as-the-engine-for-audience-delight","status":"publish","type":"research-and-insight","link":"https:\/\/www.capgemini.com\/gb-en\/insights\/research-library\/ai-powered-customer-service-as-the-engine-for-audience-delight\/","title":{"rendered":"AI-powered customer service as the engine for audience delight"},"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\/05\/AI-powered-customer-service-Dotcom-banner.jpg?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/05\/AI-powered-customer-service-Dotcom-banner.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/05\/AI-powered-customer-service-Dotcom-banner.jpg?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/05\/AI-powered-customer-service-Dotcom-banner.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/05\/AI-powered-customer-service-Dotcom-banner.jpg?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/05\/AI-powered-customer-service-Dotcom-banner.jpg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/05\/AI-powered-customer-service-Dotcom-banner.jpg?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/05\/AI-powered-customer-service-Dotcom-banner.jpg?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/05\/AI-powered-customer-service-Dotcom-banner.jpg\" class=\"header-img header-img-d\" alt=\"\" style=\"object-fit:cover;object-position:50% 44%\" 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\">Customer first<\/span><\/div><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">AI-powered customer service as the engine for audience delight<\/h1><\/div><div class=\"inner-row-insight download-btn\"><\/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=1219249\" 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=1219249\" 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-media-and-entertainment-is-a-heavily-customer-focused-industry-to-survive-you-must-constantly-manage-a-flurry-of-high-volume-feedback\">Media and entertainment is a heavily customer-focused industry. To survive, you must constantly manage a flurry of high-volume feedback.<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Depending on how you look at it, this can be either a curse or a blessing.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Brands that treat customer service as nothing more than a way to keep audiences happy and returning will inevitably miss a bigger opportunity: using every interaction to improve their products and services. The result? Even more sales, stronger loyalty, and a far more resilient business.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">But to enable this kind of innovation-from-insights model, it\u2019s not enough to have a traditional customer service function. You need a customer engagement centre \u2013 a modern operating model that unifies every touchpoint and interaction, then uses generative and agentic AI to capture, analyse, and learn from what customers say across channels.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">This shift turns service from a reactive necessity into a continuous engine for audience delight, helping you resolve issues faster, anticipate needs earlier, and design experiences that match customer expectations.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Explore our latest point of view to discover the full benefits of an AI-powered customer engagement centre along with a practical guide on what it takes to build one.<\/p>\n\n\n\n<center><a class=\"turtl-embed\" target=\"_blank\" style=\"width: 750px; max-width: 100%;\" data-turtl-embed-type=\"animation\" data-turtl-link-text=\"Click to read\" data-turtl-width=\"340\" data-turtl-display-mode=\"lightbox\" data-turtl-animation-mode=\"hover\" 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