HFS Research recognizes Capgemini as a Market Leader in its HFS Horizons Customer Experience Services 2026 report

As organizations reshape customer experience for the AI era, they increasingly need partners that can move beyond technology implementation to deliver measurable business outcomes.

In its HFS Horizons: Customer Experience Services, 2026 report, HFS Research recognizes Capgemini for its AI-native intelligent operations, combining customer experience expertise with technology innovation to help organizations transform customer journeys.

The HFS report recognizes Capgemini’s ability to combine deep customer experience expertise with technology innovation to deliver end-to-end transformation. It highlights the strength of Capgemini’s Intelligent Business Operations organization, which combines Capgemini Business Services with WNS to strengthen AI-powered intelligent operations through industry expertise, customer experience transformation, and technology capabilities.

HFS also recognizes Capgemini’s ability to combine operational domain knowledge with system integration expertise across cloud, AI, customer engagement platforms, and hyperscaler ecosystems, helping organizations modernize customer experience while accelerating enterprise transformation.

The report highlights Capgemini’s proprietary capabilities, including EXPiRiUS, which supports customer journey intelligence, engagement, analytics, and automation, alongside RAISE, its framework for building, governing, monitoring, and scaling responsible AI. These capabilities help organizations establish trusted foundations for AI-enabled customer experience transformation.

Supported by more than 30,000 customer experience professionals across 79 delivery and innovation centers, Capgemini combines consulting, technology, and operations expertise to help organizations modernize customer engagement, improve operational performance, and deliver measurable business value through AI-native customer experience transformation.

“Capgemini has earned its Horizon 3 (Market Leader) placement in the HFS Horizons: Customer Experience Services, 2026 report for its domain-deep, AI-native approach to CX transformation. Its WNS integration unites verticalized CX operations with agentic engineering and platform strength, backed by proprietary IP in EXPiRiUS and RAISE to deliver client outcomes that span both cost and experience.”

— Melissa Fersht, Executive Research Leader, HFS Research

Learn how Capgemini’s Intelligent Customer Operations solution helps organizations deliver connected, AI-infused customer experiences by integrating people, processes, data, and technology to create more meaningful, productive, and frictionless customer relationships.