Personalized ecommerce experiencePersonalized ecommerce experience

Commerce realized

Shoppers don’t want to waste time browsing before they buy. They expect proactive, responsive experiences that anticipate their needs and adapt to their preferences.

With AI, organizations can unite intelligent relationships, deep human insight, agile processes, and trusted data to elevate both business performance and customer experience – reframing commerce not just around efficiency but sustainable, long-term growth. By enhancing operational efficiency and reducing costs, AI-driven automation speeds up transactions and reduces the need for manual tasks such as checkout processes, which has the dual benefit of improving customer satisfaction and reducing operational costs.

With Commerce Realized, organizations can leverage generative and agentic AI at scale to create intelligent systems that observe, reason, decide, and act, delivering hyper-personalized customer experiences that transcend platforms and meet the needs of the moment.

See how Commerce Realized can help your organization rethink commerce and realize new value across experience and operations.

“Buying is no longer a distinct, isolated activity – it’s embedded into the flow of everyday life. As AI becomes more prevalent across the shopper journey, expectations for fast, relevant, and seamless experiences continue to rise. At Capgemini, we help organizations lead the future of commerce by using generative and agentic AI to transform rigid systems into intelligent ecosystems that drive efficiency, personalization, and growth across every channel, in each moment.”

Xavière Tallent, Global Commerce Realized Offer Lead

Crafted commerce elevating digital solutions

Client stories

Supercharging Heathrow Airport's digital customer experience evolution using Salesforce

Working collaboratively with Copado, a market-leading DevOps startup, Heathrow and Capgemini develop a new approach for Salesforce solution implementation to support the efficient delivery of a new digital customer experience

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FILA transforms into an experience-driven retailer

FILA transforms into an experience-driven retailer

Leveraging new digital strategies helps the brand re-energize the customer journey with a seamless, API-led architecture

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Three happy friends watching a smart phone mobile outdoors

Liberty Latin America transforms the telecoms customer experience

Partnering with Capgemini, Liberty Latin America launches a digital transformation project to deliver revitalized B2C and B2B customer experiences

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Subway client story web banner

Subway drives digital transformation to deliver a better brand experience

Iconic global brand selects Capgemini as its strategic digital-transformation partner

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Mynt deploys a MuleSoft platform to evolve from point-to-point to API-led connectivity

Mynt deploys a MuleSoft platform to evolve from point-to-point to API-led connectivity

Partnering with Capgemini, Mynt deploys MuleSoft Anypoint Platform™ to improve the time-to-market for new products

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What we do

Match the speed and intelligence of modern B2B buyers with AI agents.

B2B buyers are taking control of the buying journey, using generative AI to research, compare, and shortlist products independently. Shouldn’t your sales team and toolset reflect the new reality?

With AI-Powered B2B Commerce, organizations can rapidly outpace the competition by deploying AI agents to drive faster, smarter sales interactions. By orchestrating agents across catalog, pricing, negotiation, and fulfillment, companies can create adaptive, end-to-end commercial processes that match the speed and intelligence of AI-enabled buyers – without relying on excessive software customizations.

Jumpstart your journey to a new commerce future with these AI agents enabled by AI-Powered B2B Commerce:

  • Catalog management agent: Make product discovery effortless with dynamic catalogs and personalized recommendations.
  • Pricing optimization agent: Deliver real-time, context-aware pricing strategies that adapt to market conditions and buyer behavior.
  • Negotiation support agent: Equip your teams with AI-driven insights to strengthen negotiation power and maintain governance.
  • Fulfillment automation agent: Streamline delivery and order management for faster, smarter execution.

Smarter, faster, and more autonomous enterprise selling – powered by AI agents.

See how AI-Powered B2B Commerce agents can help your team generate real value across critical workflows.

Hyper-personalization 
Every buyer gets tailored recommendations, dynamic pricing, and contextual offers.

Speed and autonomy
Buyers enjoy instant responses, self-service options, and human support.

Efficiency and profitability
Reduce manual work, optimize operations, and improve margins through intelligent automation.

Future-proofing
Transition from static platforms to intelligent ecosystems that scale.

Deliver seamless omnichannel experiences at scale with AI.

Today’s commerce is defined by real-time, hyper-personalized interactions across an ever-expanding set of channels. Orchestrating consistent, high-quality experiences at this scale has become increasingly complex as customer expectations rise and traditional, tightly coupled platforms struggle to keep pace.

Crafted Commerce offers a smarter path forward. By leveraging an API-led architecture, organizations can decouple front ends from core commerce engines and divide the core platform into packaged business services – equipping them with the flexibility to adapt quickly, innovate continuously, and deliver seamless omnichannel experiences. Moving to a composable and headless architecture also lays the foundation for successful agentic commerce, enabling brands to control how their products and experiences are exposed – not only to customers across channels but also to emerging AI agents and LLMs such as OpenAI, ChatGPT, and Copilot.

With Crafted Commerce, companies can accelerate their omnichannel journey with a modular, future-ready approach that empowers teams to design without constraints, integrate best-of-breed capabilities, and deliver branded experiences that evolve with the market. See how Crafted Commerce can help your organization:

  • Rapidly build, test, and refine the business case
  • Leverage thebusiness case as a decision-making and arbitration tool
  • Establish a design authority with key stakeholders from business and IT
  • Construct ad hoc competency models
  • Design and conduct a change management plan
  • Define relevant KPIs and a comprehensive tracking plan from the start
  • Set up a management cockpit

Resetting the standard for sales excellence with AI. 

Crafted Commerce helps organizations deliver radically better customer experiences and redefine what great commerce looks like. What we deliver:

  • Enhanced flexibility and adaptability due to modular architecture
  • Elevated purchase experience through transactional efficiency and omnichannel experiences 
  • Maximized functionality using best-of-breed components within the architecture
  • Enhanced autonomy for business and IT teams 

Research and insights

Report

What matters to today's consumer 2026

capgemini-research-institute capgemini-research-institute
Point of view

E-commerce 2.0: Outcome-based personalized shopping with generative AI
Gen AI in Service
Point of view

B2B sellers, meet your new Gen AI sales assistant
Point of view

Envision a new era of customer service with generative AI  

Meet our experts

Xaviere Tallent – Our Expert

Xaviere Tallent

Global Commerce Realized Offer Lead
With over 30 years of experience in data-driven digital commerce transformation, Xavière has helped organizations successfully reinvent their business and leverage new technologies to deliver better online and offline customer experiences, throughout the value chain. As a commerce trend expert, with a deep industry expertise, she assists her clients in putting their customers first to drive business value at scale.
Arnaud Bouchard

Arnaud Bouchard

EVP, Global Customer Experience Offer Leader and Head of Strategic Deals & Business Development
With 22 years of consulting experience, Arnaud has been a transformative force since joining Invent in 2010. He contributed to the launch of the Customer Engagement practice in France (now frog), led DCX France, and managed the Automotive French Market Unit, before joining the global DCX team. Today, he accelerates business and tech transformation in CX globally, fostering AI innovation in marketing, sales, service, and commerce to help organizations deliver seamless, future-ready customer experiences for sustainable value.
Alex-Smith-Bingham

Alex Smith-Bingham

EVP, Global Application Business Line Leader, Digital Customer Experience
With over 30 years of expertise in business and technology transformation, Alex has been instrumental in helping global brands reinvent their businesses and transform their customer experiences across numerous industries. Today, he leads a team of over 12,000 CX architects, consultants, and platform experts worldwide, harnessing advanced capabilities and technologies like AI to craft and deliver hyper-personalized experiences that drive growth, customer satisfaction, innovation, agility, and profitability for our clients
Rich Minns – Our Expert

Rich Minns

Group Commerce CTO
“I have over 20 years of experience working within IT and Commerce. I oversee the architecture and development of large commerce, content, headless, and microservice projects – always driving value for my clients.”
Andrew Smith – Our Expert

Andrew Smith

Vice President, Head of Salesforce CoE Europe
“My passion is in helping organizations to leverage Digital Technology to break down the traditional barriers between IT and business, transforming them from being cost and revenue driven to one focused on what matters. The people, whether they be consumers, customers, trading partners or most importantly your employees. I work across the business and architecture teams within global and UK major brands to help them realize the value of digital channels through the “internet of things” and drive out Agile technology architectures which scale and evolve as consumer habits change.”
Christoph Kipp

Christoph Kipp

CTO Commerce Europe
“I have more than 20 years of experience in the field of Customer Experience Technology, especially in Digital Commerce – both in B2B and B2C. I have spent most of my career advising customers as a Solution and Enterprise Architect on improving their digital business processes. My passion is working with clients in new industries and understanding and solving their unique challenges through technology.”

    Partners

    FAQ

    Commerce Realized is a comprehensive service offer from Capgemini that helps organizations leverage generative and agentic AI to deliver hyper-personalized customer experiences that drive both one-time transactions and support sustainable growth.

    B2B buyers increasingly expect the same speed, convenience, and personalization they experience in the B2C world. They want proactive, responsive experiences that anticipate needs and adapt in real time, as well as the ability to research, compare, and shortlist products independently, without the help of a human sales agent.

    AI-Powered B2B Commerce is a Capgemini solution that uses AI agents across catalog, pricing, negotiation, and fulfillment to enable faster, smarter sales interactions. It helps organizations match the speed and intelligence of AI-enabled buyers without relying on heavy, rigid software customizations.

    AI agents automate and optimize key commercial workflows, making product discovery easier, pricing more dynamic, negotiations more informed, and fulfillment faster. The result is a more adaptive, end-to-end commercial process that evolves and scales with buyer expectations.

    Organizations benefit from hyper-personalization, greater speed and buyer autonomy, improved efficiency and profitability, and a future-ready shift from static platforms to intelligent, scalable ecosystems.

    Crafted Commerce is a sales solution from Capgemini that leverages a modular, API-led approach to decouple front-end experiences from core commerce engines and divide the core platform into packaged business services. This flexibility allows organizations to innovate faster, integrate best-of-breed capabilities, and deliver consistent omnichannel experiences at scale.

    By separating “heads” from “engines,” Crafted Commerce enables teams to design without constraints, adapt quickly to new channels, and continuously refine experiences – while maintaining efficiency, governance, and architectural coherence.

    Capgemini helps organizations lead the future of commerce by combining generative and agentic AI, deep human insight, agile processes, and trusted data to transform rigid systems into intelligent ecosystems, driving efficiency, personalization, and growth across every channel and moment.