{"id":922496,"date":"2026-08-18T08:19:23","date_gmt":"2026-08-18T08:19:23","guid":{"rendered":"https:\/\/www.capgemini.com\/pl-pl\/?post_type=research-and-insight&#038;p=922496"},"modified":"2026-08-19T08:28:20","modified_gmt":"2026-08-19T08:28:20","slug":"retails-next-evolution-preparing-for-agentic-customer-experience","status":"publish","type":"research-and-insight","link":"https:\/\/www.capgemini.com\/pl-pl\/insights\/biblioteka\/retails-next-evolution-preparing-for-agentic-customer-experience\/","title":{"rendered":"Retail\u2019s next evolution: Preparing for agentic customer experience"},"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\/02\/GCN-event_Banner_2880X1800.jpg?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/02\/GCN-event_Banner_2880X1800.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/02\/GCN-event_Banner_2880X1800.jpg?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/02\/GCN-event_Banner_2880X1800.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/02\/GCN-event_Banner_2880X1800.jpg?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/02\/GCN-event_Banner_2880X1800.jpg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/02\/GCN-event_Banner_2880X1800.jpg?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/02\/GCN-event_Banner_2880X1800.jpg?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/02\/GCN-event_Banner_2880X1800.jpg\" class=\"header-img header-img-d\" alt=\"\" style=\"object-fit:cover;object-position:46% 60%\" 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\">Retail\u2019s next evolution: Preparing for agentic customer experience<\/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=1237133\" 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=1237133\" 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 id=\"h-retailers-have-spent-years-refining-experiences-for-customers-moving-across-search-engines-websites-apps-digital-marketplaces-and-physical-stores-but-now-agentic-ai-is-beginning-to-change-how-consumers-engage-with-retailers-throughout-that-journey\" class=\"wp-block-heading\">Retailers have spent years refining experiences for customers moving across search engines, websites, apps, digital marketplaces, and physical stores. But now, agentic AI is beginning to change how consumers engage with retailers throughout that journey.<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Intelligent agents are more than just a hot topic. Retail customers and businesses alike are already recognizing their practical value. According to the Capgemini Research Institute\u2019s <a href=\"https:\/\/www.capgemini.com\/pl-pl\/insights\/biblioteka\/human-led-ai-powered-cx-transformation\" type=\"link\" id=\"https:\/\/www.capgemini.com\/pl-pl\/insights\/biblioteka\/human-led-ai-powered-cx-transformation\">Nowe spojrzenie na do\u015bwiadczenie klienta: podej\u015bcie human\u2011led, wsparte przez AI<\/a> report, 58% of consumers believe AI agents can save them time when making routine monthly purchases and payments. The same report indicates that 68% of organizations believe AI agents will outperform traditional CX channels.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">As confidence in these technologies grows, retailers must prepare for a future where customers increasingly rely on AI agents to discover products, make informed decisions, complete purchases, and resolve issues.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p class=\"wp-block-paragraph\">\u201cAgentic commerce is one of the most common questions we get from consumer products and retail clients. Consumers are already using LLMs to shape what they buy, and the leading retailers and consumer brands are treating that as a &#8220;channel&#8221; to win in.&#8221;<\/p>\n<cite>Dreen Yang, EVP Global Industry Leader, Consumer Products &amp; Retail<\/cite><\/blockquote>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-how-we-do-it section section--howwedoit block-howwedoit is-align-center\"><div class=\"container\"><div><div class=\"row\"><div class=\"col-12 col-md-2\"><\/div><div class=\"content-title col-12 col-md-8\"><h2 data-maxlength=\"72\" class=\"expandable-heading-tag\">Three considerations for agentic CX<\/h2><\/div><\/div><div class=\"row\"><div class=\"col-12 col-md-2\"><\/div><div class=\"col-12 col-md-8\"><p>Customer experience is one of the areas where agentic AI carries the greatest potential. But building an agentic customer experience model requires more than deploying a conversational interface or modernizing customer service.<br><br>Retailers must create experiences that understand customer intent, connect interactions to meaningful action, and preserve continuity across every touchpoint. As organizations prepare for this shift, we believe three areas deserve particular attention.<\/p><\/div><\/div><\/div><div class=\"row\"><div class=\"col-12 col-md-2\"><\/div><div class=\"col-12 col-md-8\"><div class=\"section-content\">\n<div class=\"wp-block-cg-blocks-card-howwedoit expanders\"><div class=\"box card-regulated-agreements card-howwedoit\"><div class=\"expander-box filter-box tag-active \"><div class=\"expander-title\" tabindex=\"0\" role=\"button\" aria-expanded=\"false\"><h3 class=\"expander-heading-title\">1. Organize customer experience around intent<\/h3><\/div><div class=\"expander-content\"><p>Many retail experiences are structured around channels, departments, or predefined customer journeys. The challenge is that customers rarely think in these terms. Instead, they\u2019re focused on accomplishing a specific goal.<br><br>Whether a customer is researching a product, comparing options, making a purchase, or seeking support after delivery, the experience should adapt to the underlying intent behind the interaction. A shopper searching for products for an upcoming vacation has different needs than someone searching for a replacement after a product failure, even if both begin with similar queries.<br><br>Preparing for these models requires retailers to identify the signals that help recognize customer intent across discovery, purchase, and post-purchase interactions. By understanding the context surrounding a customer need, retailers can create experiences that remain relevant regardless of where or how engagement begins.<\/p><div class=\"bg-color video-align-right\"><div class=\"container\"><div class=\"row video-align-left\"><div class=\"col-md-12\"><div class=\"video-align-left row box box--4 box--mini\"><div class=\"col-md-3\"><\/div><div class=\"col-md-8 box-img-wrapper\"><div class=\"video-box\"><\/div><\/div><\/div><\/div><\/div><\/div><\/div><div class=\"content-more\"><\/div><\/div><\/div><\/div><\/div>\n\n\n\n<div class=\"wp-block-cg-blocks-card-howwedoit expanders\"><div class=\"box card-regulated-agreements card-howwedoit\"><div class=\"expander-box filter-box tag-active \"><div class=\"expander-title\" tabindex=\"0\" role=\"button\" aria-expanded=\"false\"><h3 class=\"expander-heading-title\">2. Connect agents to the systems that enable action<\/h3><\/div><div class=\"expander-content\"><p>Understanding intent is only valuable when it leads to meaningful outcomes. An agent helping a customer find the right product needs access to inventory, pricing, promotions, and availability. An agent assisting with a delivery issue may require order history, fulfillment status, and service policies. Without access to trusted business systems and operational data, even the most intelligent agent can do little more than provide information.<br><br>Retailers should connect customer-facing agents with the systems that support commerce and service operations, while clearly defining the actions agents can perform at different stages of the customer lifecycle. The opportunity lies in moving beyond conversation alone and creating models where agents can take action on behalf of customers when appropriate.<\/p><div class=\"bg-color video-align-right\"><div class=\"container\"><div class=\"row video-align-left\"><div class=\"col-md-12\"><div class=\"video-align-left row box box--4 box--mini\"><div class=\"col-md-3\"><\/div><div class=\"col-md-8 box-img-wrapper\"><div class=\"video-box\"><\/div><\/div><\/div><\/div><\/div><\/div><\/div><div class=\"content-more\"><\/div><\/div><\/div><\/div><\/div>\n\n\n\n<div class=\"wp-block-cg-blocks-card-howwedoit expanders\"><div class=\"box card-regulated-agreements card-howwedoit\"><div class=\"expander-box filter-box tag-active \"><div class=\"expander-title\" tabindex=\"0\" role=\"button\" aria-expanded=\"false\"><h3 class=\"expander-heading-title\">3. Preserve context when people become involved<\/h3><\/div><div class=\"expander-content\"><p>Agentic experiences will not eliminate the need for human expertise. Certain purchasing decisions may benefit from specialist guidance, while some customer situations will continue to require human judgment and empathy.<br><br>When employees become involved, the customer context should move with them. Teams should have immediate visibility into customer intent, prior interactions, recommendations already provided, and any actions an AI agent has taken. This prevents customers from repeating information and enables employees to focus on resolving the issue or progressing with the customer\u2019s request. Retailers should design these interactions across both commerce and service experiences so that context follows the customer wherever the journey leads next.<\/p><div class=\"bg-color video-align-right\"><div class=\"container\"><div class=\"row video-align-left\"><div class=\"col-md-12\"><div class=\"video-align-left row box box--4 box--mini\"><div class=\"col-md-3\"><\/div><div class=\"col-md-8 box-img-wrapper\"><div class=\"video-box\"><\/div><\/div><\/div><\/div><\/div><\/div><\/div><div class=\"content-more\"><\/div><\/div><\/div><\/div><\/div>\n<\/div><\/div><\/div><\/div><\/section>\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><div class=\"article-text article-quote-text\">\n<h3 id=\"h-how-capgemini-and-google-cloud-can-help\" class=\"wp-block-heading\">How Capgemini and Google Cloud can help<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">The challenge for retailers is turning these principles into operational capabilities. Delivering agentic customer experiences requires more than individual AI tools. It depends on connecting customer interactions, enterprise data, and business processes across the retail lifecycle.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">At <a href=\"https:\/\/www.capgemini.com\/news\/events\/google-cloud-next\/\" target=\"_blank\" rel=\"noreferrer noopener\">Google Cloud Next 2026<\/a>, we showcased how our long-standing partnership with Google Cloud is helping retailers apply agentic AI across commerce and customer service. Our complementary solutions address both how customers discover and purchase products and how retailers support customer needs beyond each transaction.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Gemini Enterprise for CX<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Gemini Enterprise for CX brings shopping and customer service together through an agentic solution that spans product discovery to post-purchase resolution. Using the solution, retailers can build and manage agentic systems that use advanced reasoning to understand customer intent and provide conversational support informed by customer preferences and consent.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Agentic commerce with Google Cloud<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Agentic commerce helps transform customer intent into connected purchasing journeys. Intelligent agents can guide product discovery, compare options, coordinate transactions, and help manage post-purchase activities across multiple systems \u2013 supporting the path from discovery and evaluation through payment, delivery, and returns. It helps retailers move from conversational engagement toward action across the buying lifecycle.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Bringing the cloud to the restaurant<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Using Google Distributed Cloud, we help quick service restaurants unlock a new era of in-store innovation. We combine Google Cloud technology with our industry expertise to scale cutting-edge AI experiences that transform restaurants into intelligent hubs that deliver hyper-personalized service and next-gen operational efficiency.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Intelligence-powered store management<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Together with Google Cloud, we help grocery stores run more intelligently. Combining Google Distributed Cloud for resilient in-store systems and Vertex AI for predictive analytics, we help grocers predict demand, optimize inventory, and build customer loyalty through personalization.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Enabling next-gen monetization<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Using Google\u2019s immersive AI technologies, we connect the digital and physical worlds to enable stores to create hyper-realistic, interactive shopping experiences. Our solution allows customers to virtually \u201ctry on\u201d products or explore digital twins of physical store locations, blurring the lines between channels to drive higher engagement, confidence, and sales.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Building an intelligent B2B supply chain<\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Using Google\u2019s core AI platform, we\u2019re helping build more efficient wholesale supply chains. Our solution helps wholesale retailers manage inventory, enhance procurement, and create shared visibility across the supply chain to improve fill rates and margins.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">These joint solutions exemplify how we\u2019re driving real value across retail with Google Cloud. Our approach has been recognized by Everest Group, which ranked Capgemini as the leading Google Cloud service provider in the <a href=\"https:\/\/www.capgemini.com\/pl-pl\/aktualnosci\/wyroznienia\/capgemini-has-been-named-a-leader-in-everest-groups-google-cloud-services-peak-matrix-assessment-2026\" type=\"link\" id=\"https:\/\/www.capgemini.com\/pl-pl\/aktualnosci\/wyroznienia\/capgemini-has-been-named-a-leader-in-everest-groups-google-cloud-services-peak-matrix-assessment-2026\">2026 PEAK Matrix\u00ae assessment<\/a>. According to Everest Group, \u201cBSFI, retail, and telco enterprises prioritizing CX modernization at scale can benefit from Capgemini\u2019s newer agentic AI-led CX capabilities on Google Cloud to scale AI-driven service operations.\u201d<\/p>\n\n\n\n<h3 id=\"h-meeting-evolving-customer-expectations\" class=\"wp-block-heading\">Meeting evolving customer expectations<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">As consumers become more comfortable using AI agents to support purchasing decisions, resolve issues, and navigate complex interactions, expectations will continue to evolve. Retailers that organize experiences around customer intent, enable agents to take meaningful action, and preserve context across every interaction will be better positioned to meet those expectations.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Success depends on crafting experiences that remain seamless, connected, and responsive regardless of whether the interaction begins with a person or an AI agent.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Ready to explore how your enterprise can make intelligence real? Connect with our Google Cloud experts to begin your journey toward business impact: <a href=\"mailto:googlecloud.global@capgemini.com\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">googlecloud.global@capgemini.com<\/a><\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n<section class=\"latest-insights layout-odd layout-one-card-only \"><div class=\"container\"><div class=\"insight-title\"><h2 class=\"latest-insight-title\">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\/pl-pl\/insights\/biblioteka\/human-led-ai-powered-cx-transformation\/\">\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\/pl-pl\/wp-content\/uploads\/sites\/27\/2026\/04\/Human-led-AI-powered_CRI-2880X1800.jpg?w=2048&#038;quality=70 1x, https:\/\/www.capgemini.com\/pl-pl\/wp-content\/uploads\/sites\/27\/2026\/04\/Human-led-AI-powered_CRI-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\/pl-pl\/wp-content\/uploads\/sites\/27\/2026\/04\/Human-led-AI-powered_CRI-2880X1800.jpg?w=1024&#038;quality=70 1x, https:\/\/www.capgemini.com\/pl-pl\/wp-content\/uploads\/sites\/27\/2026\/04\/Human-led-AI-powered_CRI-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\/pl-pl\/wp-content\/uploads\/sites\/27\/2026\/04\/Human-led-AI-powered_CRI-2880X1800.jpg?w=1024&#038;quality=70 1x, https:\/\/www.capgemini.com\/pl-pl\/wp-content\/uploads\/sites\/27\/2026\/04\/Human-led-AI-powered_CRI-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\/pl-pl\/wp-content\/uploads\/sites\/27\/2026\/04\/Human-led-AI-powered_CRI-2880X1800.jpg?w=500&#038;quality=70 1x, https:\/\/www.capgemini.com\/pl-pl\/wp-content\/uploads\/sites\/27\/2026\/04\/Human-led-AI-powered_CRI-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\/pl-pl\/wp-content\/uploads\/sites\/27\/2026\/04\/Human-led-AI-powered_CRI-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\/pl-pl\/insights\/biblioteka\/human-led-ai-powered-cx-transformation\/\" aria-label=\"Nowe spojrzenie na do\u015bwiadczenie klienta: podej\u015bcie human\u2011led, wsparte przez AI\" 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\">Nowe spojrzenie na do\u015bwiadczenie klienta: podej\u015bcie human\u2011led, wsparte przez AI<\/h3>\n                                <div class=\"insight-card-footer\">\n                                    <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/pl-pl\/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\/pl-pl\/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><\/section>\n\n\n<section class=\"wp-block-cg-blocks-wrapper-partners undefined section section--partners-small\"><div class=\"container\"><div class=\"row\"><div class=\"content-title col-12 col-md-8\"><h2 class=\"partner-heading\">Partner<\/h2><\/div><\/div><div class=\"row\">\n<div class=\"col-6 col-md-4 col-lg-2 small\">\n            <a href=\"https:\/\/www.capgemini.com\/pl-pl\/o-nas\/partnerzy-technologiczni\/google-cloud\/\" class=\"partner-box-title\" aria-label=\"Unleash what&apos;s possible. Innovate for growth and re-invent your business models.\">\n        <div class=\"partner-box\">\n                                                     <div class=\"partner-box-bottom\">\n                        <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/08\/GC_Logo_FullColor_rgb_July-2026-1.png?w=350&amp;quality=70\" alt=\"\" class=\"partner-box-logo light\">\n\n                                                        <h3 class=\"partner-title-fallback\">Google Cloud<\/h3>\n                            \n                    <\/div>\n                                                    <\/div>\n            <\/a>\n    <\/div>\n\n<\/div><\/div><\/section>\n\n\n\n<div data-open-first=\"true\" class=\"wp-block-cg-blocks-cg-blocks-faq-schema\"><section class=\"wp-block-cg-blocks-cg-blocks-faq-schema section section--faqs-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-md-12\"><div class=\"content-title\"><h2>Frequently asked questions<\/h2><\/div><div class=\"filters filters--vertical\" data-max=\"100\"><div class=\"expanders filters-content\">\n<div class=\"wp-block-cg-blocks-cg-block-card-faq-schema expander-box filter-box tag-active\"><div class=\"expander-title\" role=\"button\" tabindex=\"0\" aria-expanded=\"false\"><h3>What is agentic customer experience in retail?<\/h3><\/div><div class=\"expander-content\">\n<p class=\"wp-block-paragraph\">Agentic customer experience in retail refers to the use of AI agents that can understand customer intent, reason across available information, and support actions across the shopping and service journey. Unlike traditional digital experiences that are often structured around channels or predefined journeys, agentic CX is designed around what the customer is trying to achieve, whether that is discovering a product, comparing options, completing a purchase, or resolving an issue after delivery.<\/p>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-cg-blocks-cg-block-card-faq-schema expander-box filter-box tag-active\"><div class=\"expander-title\" role=\"button\" tabindex=\"0\" aria-expanded=\"false\"><h3>How can AI agents improve customer experience for retailers?<\/h3><\/div><div class=\"expander-content\">\n<p class=\"wp-block-paragraph\">AI agents can improve customer experience by helping shoppers find relevant products faster, compare options more easily, receive personalized support, and resolve routine issues with less friction. When connected to trusted business systems, agents can move beyond answering questions to supporting meaningful actions, such as checking availability, guiding purchase decisions, tracking orders, or assisting with returns. This can create more seamless, responsive, and context-aware experiences across discovery, commerce, and service.<\/p>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-cg-blocks-cg-block-card-faq-schema expander-box filter-box tag-active\"><div class=\"expander-title\" role=\"button\" tabindex=\"0\" aria-expanded=\"false\"><h3>Why should retailers organize customer experience around customer intent?<\/h3><\/div><div class=\"expander-content\">\n<p class=\"wp-block-paragraph\">Retailers should organize customer experience around customer intent because customers are focused on accomplishing a goal, not navigating internal channels, departments, or predefined journeys. A customer researching a gift, replacing a failed product, or checking delivery status may use similar entry points but have very different needs. By recognizing the intent behind each interaction, retailers can provide more relevant support and create experiences that adapt to the customer\u2019s context across discovery, purchase, and post-purchase moments.<\/p>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-cg-blocks-cg-block-card-faq-schema expander-box filter-box tag-active\"><div class=\"expander-title\" role=\"button\" tabindex=\"0\" aria-expanded=\"false\"><h3>What systems should customer-facing AI agents connect to?<\/h3><\/div><div class=\"expander-content\">\n<p class=\"wp-block-paragraph\">Customer-facing AI agents should connect to the systems that enable accurate information and meaningful action. These may include inventory, pricing, promotions, product data, order history, fulfillment status, CRM, loyalty platforms, service policies, and customer preferences where consent has been provided. By connecting agents to trusted commerce and service systems, retailers can help ensure that AI-led interactions are not limited to conversation but can support practical outcomes across the customer lifecycle.<\/p>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-cg-blocks-cg-block-card-faq-schema expander-box filter-box tag-active\"><div class=\"expander-title\" role=\"button\" tabindex=\"0\" aria-expanded=\"false\"><h3>How is agentic customer experience different from a chatbot?<\/h3><\/div><div class=\"expander-content\">\n<p class=\"wp-block-paragraph\">Agentic customer experience goes beyond the capabilities of a traditional chatbot. A chatbot typically answers predefined questions or guides users through scripted interactions. An agentic experience can understand intent, reason across context, connect to business systems, and support actions when appropriate. In retail, this means an AI agent could help a customer compare products, check availability, coordinate a transaction, or support post-purchase service rather than simply responding to a basic query.<\/p>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-cg-blocks-cg-block-card-faq-schema expander-box filter-box tag-active\"><div class=\"expander-title\" role=\"button\" tabindex=\"0\" aria-expanded=\"false\"><h3>What role do employees play in agentic customer experiences?<\/h3><\/div><div class=\"expander-content\">\n<p class=\"wp-block-paragraph\">Employees continue to play an important role in agentic customer experiences, especially when situations require specialist knowledge, judgment, or empathy. AI agents can support routine interactions and provide context, but human teams remain essential for complex decisions, escalations, and high-value customer moments. The key is ensuring that when an employee becomes involved, the customer\u2019s context moves with them, including prior interactions, customer intent, recommendations, and actions already taken by the AI agent.<\/p>\n<\/div><\/div>\n\n\n\n<div class=\"wp-block-cg-blocks-cg-block-card-faq-schema expander-box filter-box tag-active\"><div class=\"expander-title\" role=\"button\" tabindex=\"0\" aria-expanded=\"false\"><h3>How can Capgemini and Google Cloud help retailers implement agentic CX?<\/h3><\/div><div class=\"expander-content\">\n<p class=\"wp-block-paragraph\">Capgemini and Google Cloud help retailers implement agentic customer experience by connecting customer interactions, enterprise data, AI capabilities, and business processes across the retail lifecycle. Through solutions such as Gemini Enterprise for CX and agentic commerce with Google Cloud, retailers can build experiences that support product discovery, purchasing journeys, customer service, and post-purchase engagement. Capgemini brings industry and transformation expertise to help retailers operationalize these capabilities and create connected, AI-powered customer experiences.<\/p>\n<\/div><\/div>\n<\/div><\/div><\/div><\/div><\/div><\/section><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Retailers have spent years refining experiences for customers moving across search engines, websites, apps, digital marketplaces, and physical stores.<\/p>\n","protected":false},"author":257,"featured_media":922497,"template":"","meta":{"cg_dt_proposed_to":[],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"","cg_seo_hreflang_x_default_relation":"","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":371,"primary_term":"Customer 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