{"id":535762,"date":"2026-01-06T07:30:00","date_gmt":"2026-01-06T17:18:50","guid":{"rendered":"https:\/\/www.capgemini.com\/pt-en\/?post_type=research-and-insight&#038;p=535762"},"modified":"2026-01-22T07:41:24","modified_gmt":"2026-01-22T07:41:24","slug":"what-matters-to-todays-consumer-2026","status":"publish","type":"research-and-insight","link":"https:\/\/www.capgemini.com\/pt-en\/insights\/research-library\/what-matters-to-todays-consumer-2026\/","title":{"rendered":"What matters to today\u2019s consumer 2026"},"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\/01\/Consumer-trend-2026-web-banner.jpg?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/01\/Consumer-trend-2026-web-banner.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/01\/Consumer-trend-2026-web-banner.jpg?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/01\/Consumer-trend-2026-web-banner.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/01\/Consumer-trend-2026-web-banner.jpg?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/01\/Consumer-trend-2026-web-banner.jpg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/01\/Consumer-trend-2026-web-banner.jpg?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/01\/Consumer-trend-2026-web-banner.jpg?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/01\/Consumer-trend-2026-web-banner.jpg\" class=\"header-img header-img-d\" alt=\"Consumer trend 2026 web banner\" 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><span class=\"box-tag\">Customer first<\/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\">What matters to today&#8217;s consumer 2026<\/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\/01\/Final-Web-Version-Report-Consumer-Trends-2026.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\/01\/Final-Infographic-Consumer-Trends-2026.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><span>Download the infographic<\/span><span class=\"type\">728 KB pdf<\/span><\/a><\/div><\/div><\/div><\/div><\/div><\/div><\/header>\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=\"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=975561\" 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-tw\"><a href=\"https:\/\/twitter.com\/intent\/tweet?url=https:\/\/www.capgemini.com\/?post_type=research-and-insight&amp;p=975561&amp;text=What%20matters%20to%20todays%20consumer%202024\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-tw\"><\/i><span class=\"sr-only\">Twitter<\/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=975561&amp;text=What%20matters%20to%20todays%20consumer%202024\" 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-how-ai-is-transforming-value-perception\" class=\"wp-block-heading\">How AI is transforming value perception.<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Consumer decision-making is entering a new era. AI-driven tools, sharper expectations of fairness and transparency, and the need for meaningful human interaction are reshaping what shoppers consider acceptable, valuable, and worth paying for. Price alone no longer defines value \u2013 quality, trust, and emotional connection matter more than ever.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><em>What matters to today\u2019s consumer 2026<\/em>, the latest report from the Capgemini Research Institute, explores how AI, personalization, and emotion are influencing consumer choices, and what brands must do to deliver experiences that feel transparent, adaptive, and human. Key findings, based on a survey of 12,000 consumers across 12 countries, include:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Fairness and quality define value: <\/strong>Transparent pricing, consistent policies, and clear communication now sit alongside quality as top value drivers. 74% of consumers would switch brands for lower regular prices. Health benefits, clean ingredients, and durability guide decisions, while bundles and warranties strengthen perceived value.<\/li>\n\n\n\n<li><strong>Careful spending meets intentional indulgence: <\/strong>Consumers are trading down in some categories while retaining spending in others, especially where reliability matters. Impulse restraint is easing, signaling a modest rebound of \u201cintentional indulgence\u201d alongside persistent deal-seeking. Seven in ten (71%) consumers opt for treats and small indulgences to cope with financial stress.<\/li>\n\n\n\n<li><strong>AI is becoming the consumer\u2019s trusted guide:<\/strong> One-quarter (25%) of consumers have already used Gen AI shopping tools in 2025, while a further 31% plan to use them in the future. Yet control and transparency remain critical: 76% want clear rules for when an AI assistant acts, and 71% are concerned about how Gen AI tools use their data.<\/li>\n\n\n\n<li><strong>Human touch still drives loyalty:<\/strong> Technology reduces stress for 65% of shoppers, but human support is essential for complex purchases. Preference for in-person assistance has surged: 74% value it during in-store service, and 66% during purchase decisions.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><em>What matters to today\u2019s consumer 2026<\/em> is essential for CMOs, digital and e-commerce heads, loyalty and consumer insights leads, product executives, and category managers, offering practical guidance for strategy, pricing, and technology teams seeking to meet evolving consumer expectations by:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Accelerating growth with intelligent engagement:<\/strong> Position digital assistants as full engagement channels, pilot anticipatory commerce models with safeguards, and design promotions that are aligned with shopper behavior.<\/li>\n\n\n\n<li><strong>Optimizing operations with seamless AI:<\/strong> Deploy AI that enhances clarity and consistency, strengthens pricing logic, and reinforces customer experience.<\/li>\n\n\n\n<li><strong>Leading with purpose through resilient transformation:<\/strong> Make sustainability central, ensure responsible AI use, and redefine loyalty as a two-way relationship blending financial and emotional returns.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">To discover how empowered consumers are redefining value, and how brands can respond by building transparency, trust, and emotional engagement in the age of AI-enabled shopping, <a href=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/01\/Final-Web-Version-Report-Consumer-Trends-2026.pdf\" target=\"_blank\" rel=\"noreferrer noopener\">download the report today<\/a>.<\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n<section class=\"latest-insights layout-even layout-even-all-purple-cards \"><div class=\"container\"><div class=\"insight-title\"><h2 class=\"latest-insight-title\">Latest insight<\/h2><\/div><div class=\"layout-two-card cards-normal\">\n                                <div class=\"row align-items-center\"><div class=\"card-image-wrapper\">\n                                <div class=\"card-image\" data-image-url=\"https:\/\/www.capgemini.com\/pt-en\/insights\/research-library\/what-matters-to-todays-consumer-2025\/\">\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<source srcset=\"https:\/\/www.capgemini.com\/pt-en\/wp-content\/uploads\/sites\/42\/2025\/01\/DotCom_Banner_1440-x-900.jpg.jpg?w=800&#038;quality=70 1x, https:\/\/www.capgemini.com\/pt-en\/wp-content\/uploads\/sites\/42\/2025\/01\/DotCom_Banner_1440-x-900.jpg.jpg?w=800&#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\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\/pt-en\/wp-content\/uploads\/sites\/42\/2025\/01\/DotCom_Banner_1440-x-900.jpg.jpg?w=800&#038;quality=70 1x, https:\/\/www.capgemini.com\/pt-en\/wp-content\/uploads\/sites\/42\/2025\/01\/DotCom_Banner_1440-x-900.jpg.jpg?w=800&#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\/pt-en\/wp-content\/uploads\/sites\/42\/2025\/01\/DotCom_Banner_1440-x-900.jpg.jpg?w=800&#038;quality=70 1x, https:\/\/www.capgemini.com\/pt-en\/wp-content\/uploads\/sites\/42\/2025\/01\/DotCom_Banner_1440-x-900.jpg.jpg?w=800&#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\/pt-en\/wp-content\/uploads\/sites\/42\/2025\/01\/DotCom_Banner_1440-x-900.jpg.jpg?w=350&#038;quality=70 1x, https:\/\/www.capgemini.com\/pt-en\/wp-content\/uploads\/sites\/42\/2025\/01\/DotCom_Banner_1440-x-900.jpg.jpg?w=700&#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<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/pt-en\/wp-content\/uploads\/sites\/42\/2025\/01\/DotCom_Banner_1440-x-900.jpg.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<\/picture>\n                                <\/div>\n                            <\/div><div class=\"col-12 col-lg-4 d-md-none d-lg-block\"><\/div><div class=\"col-12 col-md-6 col-lg-4\">\n                           <a href=\"https:\/\/www.capgemini.com\/pt-en\/insights\/research-library\/what-matters-to-todays-consumer-2025\/\" aria-label=\"What matters to today\u2019s consumer 2025\" class=\"card-link-holder\">\n                            <div class=\"insight-card insight-card-center\">\n                                <div class=\"card-tag\">Capgemini Research Institute<\/div>\n                                <h3 class=\"card-title\">What matters to today\u2019s consumer 2025<\/h3>\n                                <div class=\"insight-card-footer\">\n                                    <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/pt-en\/wp-content\/themes\/capgemini2025\/assets\/images\/capgemini-research-institute.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\/pt-en\/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 class=\"col-12 col-md-6 col-lg-4\">\n                            <a href=\"https:\/\/www.capgemini.com\/pt-en\/research-and-insight\/supply-chain-in-cpr-research\/\" aria-label=\"Supply chain in consumer products and retail\" class=\"card-link-holder\">\n                            <div class=\"insight-card insight-card-start\">\n                                <div class=\"card-tag\">Capgemini Portugal Oy \u2013 Porkkalankatu 3, 00180 Helsinki<\/div>\n                                <h3 class=\"card-title\">Supply chain in consumer products and retail<\/h3>\n                                <div class=\"insight-card-footer\">\n                                    <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/pt-en\/wp-content\/themes\/capgemini2025\/assets\/images\/capgemini-research-institute-white.svg\" alt=\"capgemini-research-institute\" class=\"light\">\n                                    <img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/pt-en\/wp-content\/themes\/capgemini2025\/assets\/images\/capgemini-research-institute-white.svg\" alt=\"capgemini-research-institute\" class=\"dark\">\n                                <\/div>\n                            <\/div>\n                            <\/a>\n          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src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/02\/Capgemini_Industries_Consumer-Products.webp\" alt=\"Capgemini Industries Consumer Products\" style=\"object-position: 50% 50%;object-fit: cover\" \/>\n                                        \n\n                  \t<\/div>\n\t\t\t\t\t\t\t\t\t<div class=\"slide-reveal\"><\/div>\n\n\t\t\t\t\t\t\t\t\t\t<div class=\"container slide-info-wrapper card-learning-slider\">\n\t\t\t\t\t\t\t\t\t\t\t<div class=\"row\">\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\t\t\t\t\t<div class=\"col-12 col-lg-10 col-xl-6 col-xxl-6 right-card\">\n\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"slide-info short-copy\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"box\">\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\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"title-link\" href=\"https:\/\/www.capgemini.com\/industries\/consumer-products\/\" target=\"\" rel=\"noopener noreferrer\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<h3 class=\"title-text\" data-maxlength=\"88\">Consumer products<\/h3>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/a>\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\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<p data-maxlength=\"330\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\tMeeting the consumer at the crossroads of change\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/p>\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\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"box-bottom\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"col-12 col-md-6\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"slide-info-footer\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div 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We have received your form submission.\t\t\t\t<\/p>\n\t\t\t<\/div>\n\t\t\t<div class=\"mf_form__errors\">\n\t\t\t\t<p>We are sorry, the form submission failed. Please try again.<\/p>\n\t\t\t<\/div>\n\t\t\t\t<\/div>\n\n\t\t<script>\n\t\t\twindow.MF_CONFIG344265 = {\"344265\":{\"errors\":[],\"redirect\":\"\"}};\n\t\t<\/script>\n\t<\/div><\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\" section section--expert-slider wrapper-people-slider wp-block-cg-blocks-wrapper-people-slider undefined\"><div class=\"container\"><div class=\"row\"><div class=\"content-title col-12 col-md-8\"><h2 data-maxlength=\"34\" class=\"people-heading-title\">Meet our experts<\/h2><\/div><\/div><\/div><div class=\"slider slider-boxed\"><div class=\"container\"><div class=\"slider-window\"><div class=\"slider-list\">\n\n\n\n\n\n\n\n\n\n\n\n<\/div><\/div><\/div><div class=\"slider-nav\"><button class=\"slider-prev inactive\" aria-label=\"Slider-previous\" tabindex=\"-1\"><\/button><ul class=\"slider-paginator\"><\/ul><button class=\"slider-next\" aria-label=\"Slider-next\"><\/button><\/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\u00a0What Matters to Today&#8217;s Consumer 2026\u00a0about?<\/h3><\/div><div class=\"expander-content\">\n<p class=\"wp-block-paragraph\">This report explores how consumer expectations are evolving around value, trust, AI, personalization, loyalty, and purchasing behavior, and what these changes mean for consumer products and retail organizations.&nbsp;<\/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 businesses read this report?<\/h3><\/div><div class=\"expander-content\">\n<p class=\"wp-block-paragraph\">The report provides actionable insights to help brands understand changing consumer priorities, strengthen customer loyalty, improve value propositions, and prepare for the growing influence of AI in the shopping journey.<\/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>Who is this report intended for?<\/h3><\/div><div class=\"expander-content\">\n<p class=\"wp-block-paragraph\">The research is designed for leaders across the consumer products and retail ecosystem, including CMOs, digital and e-commerce leaders, loyalty and consumer insights teams, product leaders, category managers, pricing teams, innovation leaders, and technology executives.<\/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 are the key themes covered in the report?<\/h3><\/div><div class=\"expander-content\">\n<p class=\"wp-block-paragraph\">The report examines:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Consumer perceptions of value and fairness<\/li>\n\n\n\n<li>Quality versus price trade-offs<\/li>\n\n\n\n<li>AI-powered shopping experiences<\/li>\n\n\n\n<li>Trust and transparency<\/li>\n\n\n\n<li>Brand loyalty and switching behavior<\/li>\n\n\n\n<li>The emotional drivers of purchasing decisions<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><\/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 important is AI in influencing consumer decisions?<\/h3><\/div><div class=\"expander-content\">\n<p class=\"wp-block-paragraph\">The report highlights the growing role of AI in discovery, recommendations, and purchasing journeys. It explores how organizations can deploy consumer-grade AI responsibly while maintaining trust and transparency.<\/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 does the report reveal about customer loyalty?<\/h3><\/div><div class=\"expander-content\">\n<p class=\"wp-block-paragraph\">Consumer loyalty is becoming more dynamic and value-driven. The research found that\u00a0<strong>65% of consumers say loyalty programs influence their switching decisions<\/strong>, emphasizing the need for brands to rethink loyalty as a two-way relationship.<\/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 retailers and consumer product companies use these insights?<\/h3><\/div><div class=\"expander-content\">\n<p class=\"wp-block-paragraph\">Organizations can use the findings to improve pricing strategies, enhance customer experiences, build trust, strengthen loyalty programs, and prioritize investments in digital and AI-powered capabilities.<\/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 research methodology was used?<\/h3><\/div><div class=\"expander-content\">\n<p class=\"wp-block-paragraph\">The study is based on a global survey of 12,000 consumers aged 18 and over across 12 countries, supplemented by interviews with industry experts and executives from the consumer products and retail sectors.<\/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>Which countries are represented in the research?<\/h3><\/div><div class=\"expander-content\">\n<p class=\"wp-block-paragraph\">The survey includes consumers from Australia, Canada, France, Germany, India, Italy, Japan, the Netherlands, Spain, Sweden, the United Kingdom, and the United States.<\/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 is the report&#8217;s key takeaway for business leaders?<\/h3><\/div><div class=\"expander-content\">\n<p class=\"wp-block-paragraph\">Long-term success will depend on delivering value transparently, building trust, and creating meaningful customer relationships. Competing effectively will require investment in consumer-grade AI that communicates clearly and works seamlessly across touchpoints. The report concludes that leading organizations will view value not merely as a transaction, but as an experience that consistently earns consumer trust.<\/p>\n<\/div><\/div>\n<\/div><\/div><\/div><\/div><\/div><\/section><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Consumer decision-making is entering a new era.<\/p>\n","protected":false},"author":440,"featured_media":535763,"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":387,"primary_term":"Customer first","featured_focal_points":""},"tags":[],"research-and-insight-type":[381,206],"theme":[221],"brand":[302],"service":[],"industry":[20,30],"partners":[],"content-group":[515],"class_list":["post-535762","research-and-insight","type-research-and-insight","status-publish","has-post-thumbnail","hentry","research-and-insight-type-capgemini-research-institute","research-and-insight-type-report","theme-customer-first","brand-capgemini-research-institute","industry-consumer-products","industry-retail","content-group-cri"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.7 (Yoast SEO v27.8) - 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