{"id":616142,"date":"2022-08-05T09:26:42","date_gmt":"2022-08-05T09:26:42","guid":{"rendered":"https:\/\/www.capgemini.com\/us-en\/?page_id=616142"},"modified":"2025-03-06T00:36:04","modified_gmt":"2025-03-06T05:36:04","slug":"humanizing-the-ai-experience-for-consumer-goods-and-retail","status":"publish","type":"page","link":"https:\/\/www.capgemini.com\/us-en\/solutions\/humanizing-the-ai-experience-for-consumer-goods-and-retail\/","title":{"rendered":"Humanizing the AI experience for consumer goods and retail"},"content":{"rendered":"\n<div class=\"wp-block-cg-blocks-hero-picture-card undefined  heroPictureCard heroPictureCardLogTitle\"><div class=\"heroPictureCardBgs\"><picture><source srcset=\"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2022\/05\/3692_CPRD-CP-Customer-Centric-AI-web-banner_2.png?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2022\/05\/3692_CPRD-CP-Customer-Centric-AI-web-banner_2.png?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2022\/05\/3692_CPRD-CP-Customer-Centric-AI-web-banner_2.png?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2022\/05\/3692_CPRD-CP-Customer-Centric-AI-web-banner_2.png?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2022\/05\/3692_CPRD-CP-Customer-Centric-AI-web-banner_2.png?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2022\/05\/3692_CPRD-CP-Customer-Centric-AI-web-banner_2.png?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2022\/05\/3692_CPRD-CP-Customer-Centric-AI-web-banner_2.png?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2022\/05\/3692_CPRD-CP-Customer-Centric-AI-web-banner_2.png?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2022\/05\/3692_CPRD-CP-Customer-Centric-AI-web-banner_2.png\" class=\"desktopImage\" alt=\"\" style=\"object-fit:cover;object-position:91% 67%\" loading=\"eager\"\/><\/picture><picture><source srcset=\"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2022\/05\/3692_CPRD-CP-Customer-Centric-AI-web-banner_2.png?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2022\/05\/3692_CPRD-CP-Customer-Centric-AI-web-banner_2.png?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2022\/05\/3692_CPRD-CP-Customer-Centric-AI-web-banner_2.png?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2022\/05\/3692_CPRD-CP-Customer-Centric-AI-web-banner_2.png?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2022\/05\/3692_CPRD-CP-Customer-Centric-AI-web-banner_2.png?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2022\/05\/3692_CPRD-CP-Customer-Centric-AI-web-banner_2.png?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2022\/05\/3692_CPRD-CP-Customer-Centric-AI-web-banner_2.png?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2022\/05\/3692_CPRD-CP-Customer-Centric-AI-web-banner_2.png?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2022\/05\/3692_CPRD-CP-Customer-Centric-AI-web-banner_2.png\" class=\"mobileImage\" alt=\"\" style=\"object-fit:cover;object-position:91% 67%\" loading=\"eager\"\/><\/picture><\/div><div class=\"heroPictureCardHeaderShape\"><\/div><div class=\"container\"><div class=\"row\"><div class=\"col-md-10 col-lg-10 LongTitle\"><div class=\"heroPictureCardBox\"><div class=\"heroPictureCardBoxTitle\"><h1 data-maxlength=\"144\">Humanizing the AI experience for consumer goods and retail<\/h1><\/div><\/div><\/div><\/div><\/div><div class=\"small-device\"><div class=\"logoWrapperLongTitle\"> <\/div><\/div><\/div>\n\n\n\n<section class=\"wp-block-cg-blocks-intro-para undefined section section--intro\"><div class=\"intro-para\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-11 col-lg-10\"><h2 class=\"intro-para-title\">Customers are looking for context-aware AI. How can companies deliver?<\/h2><\/div><\/div><\/div><\/div><\/section>\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=\"row\"><div class=\"col-12 col-md-11 col-lg-10 offset-md-1 offset-lg-1\"><div class=\"article-text article-quote-text\">\n<p class=\"wp-block-paragraph\">As the COVID-19 crisis grips the world, the impact of AI on the customer experience is accelerating. As customers seek contactless or non-touch interfaces, numerous sectors have stepped up their digital and AI games. Consumer products and retail, for example, have seen the use of AI-powered delivery robots to get groceries and medicines to people subject to shelter-in-place orders.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">From using AI for searching or browsing for information about products and services using voice assistants to making payments using AI\/biometric scanners, customers are increasingly context-aware and have higher expectations. Consumer products and retail performance lags, with 55 percent of customers feeling unsatisfied. How can companies humanize the AI experience to continue to meet customer demands?<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">To help answer those questions, we surveyed more than 1,000 industry executives across eight major industries: banking, insurance, consumer products, retail, automotive, utilities, government\/public services, and public-sector enterprises. We also conducted in-depth interviews with industry executives. Drawing on that research, this report examines several themes:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>How have customers&#8217; wants and needs evolved and have AI interactions lived up to their expectations?<\/li>\n\n\n\n<li>How have organizations adapted AI applications, given changing customer needs and increasing concerns about avoiding issues such as bias and discrimination in AI systems?<\/li>\n\n\n\n<li>How have customers been using AI in a COVID-19 world and how can organizations meet their needs?<\/li>\n\n\n\n<li>How can companies create successful AI engagements?<\/li>\n<\/ul>\n\n\n\n<div class=\"wp-block-cg-blocks-autocloud-form undefined autocloudform\"><div class=\"section--autoCloud-form\"><div class=\"wrapperAutoCloudSection\" id=\"linkToForm\"><div class=\"container\"><div class=\"row\"><div class=\"col-md-12 col-lg-6 left-img align-self-center escaper-left\"><div class=\"carWheelImgWrapper\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2022\/08\/3692_CPRD-CP-Customer-Centric-AI-image-preview.png?w=800&amp;quality=90\" class=\"box-img\" alt=\"\" style=\"object-fit:cover;object-position:50% 50%\" loading=\"lazy\"\/><\/div><\/div><div class=\"  col-md-12 col-lg-6\"><div class=\"autoCloudForm\"><h4 class=\"formHelpText\"> Read our report: <\/h4>\n\t\t<div class=\"mf_forms__container \">\n\t\t\t\t\t\t\t\t<form id=\"mf_form_487402_901514452\" class=\"mf_form__form row needs-validation\" action=\"\" method=\"post\" enctype=\"multipart\/form-data\" data-nosnippet>\n\t\t\t<div class=\"col-12\">\n\t\t\t\t<div class=\"asterisk_title\">\n\t\t\t\t\t<p><span class=\"star-required\">*<\/span> Mandatory field<\/p>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t<div class=\"col-12\">\n\t\t\t\t<div class=\"mf_form__errors mf_form__errors--top\" role=\"alert\" aria-live=\"polite\">\n\t\t\t\t\t<ul class=\"mf_form__errors__list\"><\/ul>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\n\t\t\t\t<div class=\"mf-field-wrapper form-floating col-sm-12\"><input type=\"text\" class=\"form-control\" id=\"_mf_447347_4096_2761293505\" name=\"_mf_447347_4096\" placeholder=\"First Name\" required \/><label for=\"_mf_447347_4096_2761293505\" class=\"form-label\">First Name <span class=\"star-required\">*<\/span><\/label><div class=\"invalid-feedback-frm\">First Name is not valid.<\/div><\/div><div class=\"mf-field-wrapper form-floating col-sm-12\"><input type=\"text\" class=\"form-control\" id=\"_mf_447347_5963_1694306196\" name=\"_mf_447347_5963\" placeholder=\"Last Name\" required \/><label for=\"_mf_447347_5963_1694306196\" class=\"form-label\">Last Name <span class=\"star-required\">*<\/span><\/label><div class=\"invalid-feedback-frm\">Last Name is not valid.<\/div><\/div><div class=\"mf-field-wrapper form-floating col-sm-12\"><input type=\"text\" class=\"form-control\" id=\"_mf_447347_2522_1477689770\" name=\"_mf_447347_2522\" placeholder=\"Company\" required \/><label for=\"_mf_447347_2522_1477689770\" class=\"form-label\">Company <span class=\"star-required\">*<\/span><\/label><div class=\"invalid-feedback-frm\">Company is not valid.<\/div><\/div><div class=\"mf-field-wrapper form-floating col-sm-12\"><input type=\"email\" class=\"form-control\" id=\"_mf_447347_8100_1341816809\" name=\"_mf_447347_8100\" placeholder=\"Email\" required \/><label for=\"_mf_447347_8100_1341816809\" class=\"form-label\">Email <span class=\"star-required\">*<\/span><\/label><div class=\"invalid-feedback-frm\">Email is not valid.<\/div><\/div><div class=\"mf-field-wrapper  col-sm-12\">\n\t\t<div class=\"form-check checkbox-controls\">\n\n\t\t\t<input type=\"checkbox\" id=\"_mf_447347_7122_2587955376\" class=\"form-check-input\"\n\t\t\t\tname=\"_mf_447347_7122[]\"\n\t\t\t\tvalue=\"1\"\n\t\t\t\trequired\n\t\t\t>\n\n\t\t\t<label for=\"_mf_447347_7122_2587955376\" class=\"form-check-label consent-text\">\n\t\t\t\tI agree to Capgemini collecting &amp; processing my personal data to allow me to receive information on Capgemini services. For further information, please see our<a href=\"https:\/\/www.capgemini.com\/us-en\/privacy-policy\/\"> Privacy Notice<\/a>. &nbsp;\t\t\t<\/label>\n\n\t\t<\/div>\n\t\t<\/div>\t\t\t<div class=\"mf_field mf_field--recaptcha\">\n\t\t\t\t<div class=\"g-recaptcha\" data-sitekey=\"6Lc3OpIUAAAAADY4ErEHF0HF6Tr7vuknduDU-fbl\"><\/div>\n\t\t\t<\/div>\n\t\t\t\n\t\t\t<div class=\"mf_field mf_field--submit\" >\n\t\t\t\t<div class=\"slide-button-background button-background\">\n\t\t\t\t\t<label for=\"slider-submit-_mf_447347_6427\" class=\"slide-text\">\n\t\t\t\t\t\tSlide to submit\t\t\t\t\t<\/label>\n\t\t\t\t\t<input\n\t\t\t\t\t\tid=\"slider-submit-_mf_447347_6427\"\n\t\t\t\t\t\ttype=\"range\"\n\t\t\t\t\t\tclass=\"mf_field__input slider-frm-btn\"\n\t\t\t\t\t\trel=\"_mf_447347_6427\"\n\t\t\t\t\t\tmin=\"0\"\n\t\t\t\t\t\tmax=\"100\"\n\t\t\t\t\t\tvalue=\"0\"\n\t\t\t\t\t\taria-label=\"Slide to submit\"\n\t\t\t\t\t\taria-describedby=\"slide-instruction-_mf_447347_6427\"\n\t\t\t\t\t\taria-valuenow=\"0\"\n\t\t\t\t\t\taria-valuemin=\"0\"\n\t\t\t\t\t\taria-valuemax=\"100\"\n\t\t\t\t\t\taria-orientation=\"horizontal\"\n\t\t\t\t\t\trole=\"slider\"\n\t\t\t\t\t\ttabindex=\"0\"\n\t\t\t\t\t\/>\n\t\t\t\t\t<!-- Arrow\/tick icon element: Firefox and Safari don't render ::before\/::after on inputs -->\n\t\t\t\t\t<span class=\"slider-icon\" aria-hidden=\"true\"><\/span>\n\t\t\t\t\t<span id=\"slide-instruction-_mf_447347_6427\" class=\"sr-only\">\n\t\t\t\t\t\tUse right arrow keys to slide, or drag right with your finger. When you reach 100 percent, the form is submitted.\t\t\t\t\t<\/span>\n\t\t\t\t\t<!-- Mobile-only submit button fallback -->\n\t\t\t\t\t<button type=\"submit\" class=\"mf-mobile-submit-btn\" disabled>\n\t\t\t\t\t\t<span class=\"sr-only\">If you use a screen reader or VoiceOver, double-tap this button to submit the form.<\/span>\n\t\t\t\t\t\tSlide to submit\t\t\t\t\t<\/button>\n\t\t\t\t<\/div>\n\t\t\t\t<input type=\"hidden\" name=\"submit_btn_txt\" class=\"submit_btn_txt\" value=\"Slide to submit\"\/>\n\t\t\t\t<input type=\"hidden\" name=\"submitted_state_txt\" class=\"submitted_state_txt\" value=\"Submitted\"\/>\n\t\t\t<\/div>\n\t\t\t\t\t\t<input type=\"hidden\" name=\"form_id\" data-validate=\"number\" class=\"mf_form__id\" value=\"487402\" \/>\n\t\t\t\t<input type=\"hidden\" name=\"form_title\" class=\"mf_form__title\" value=\"2020-na-cri-report-ai-in-cx-cprd\" \/>\n\t\t\t\t<input type=\"hidden\" name=\"wp_rest_nonce\" class=\"mf_form__wp_rest_nonce\" value=\"ada3ef2868\" \/>\n\n\t\t\t\t<input type=\"hidden\" name=\"mf_form_conditional_logic\" class=\"mf_form__title conditional_logic\" value=\"\" \/>\n\t\t\t\t\n\t\t\t\t<input type=\"hidden\" name=\"mf_form_fields_country_dpo_field\" class=\"mf_form__title conditional_logic mf_form_fields_country_dpo_field\" value=\"\" \/>\n\n\t\t\t\t<!-- Anti-spam field -->\n\t\t\t\t<input type=\"text\" \n\t\t\t\t\tname=\"website_url\" \n\t\t\t\t\tclass=\"mf_field__url\" \n\t\t\t\t\tautocomplete=\"off\"\n\t\t\t\t\ttabindex=\"-1\"\n\t\t\t\t\taria-hidden=\"true\"\n\t\t\t\t\tstyle=\"position:absolute;left:-9999px;width:1px;height:1px;opacity:0;pointer-events:none;\" \n\t\t\t\t\/>\n\t\t\t<\/form>\n\n\t\t\t<div class=\"mf_form__success\" tabindex=\"0\" role=\"alert\">\n\t\t\t\t<h3>Thank you for your interest in Customer Centric AI. Your materials will be e-mailed to you shortly.<\/h3><\/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_CONFIG487402 = {\"487402\":{\"errors\":[],\"redirect\":\"\"}};\n\t\t<\/script>\n\t\n\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-three-key-consumer-trends\">Three key consumer trends<\/h3>\n\n\n\n<figure class=\"wp-block-table\"><table><tbody><tr><td> <span class=\"has-inline-color has-black-color\">Convenience<\/span><\/td><td><span class=\"has-inline-color has-black-color\"> Health and safety<\/span> <\/td><td> <span class=\"has-inline-color has-black-color\">Focus on purpose <\/span><\/td><\/tr><tr><td><span class=\"has-inline-color has-black-color\"> The appetite for online shopping<br>and convenience will continue<br>to accelerate post-lockdown. <\/span><\/td><td><span class=\"has-inline-color has-black-color\"> With consumers becoming more concerned<br>about health and wellness, they will expect safer<br>in-store and last-mile practices from CPR<br>organizations in a post-pandemic scenario. <\/span><\/td><td><span class=\"has-inline-color has-black-color\"> CPR organizations that embody a<br>sense of purpose and strong<br>sustainability credentials will see<br>greater consumer engagement. <\/span><\/td><\/tr><\/tbody><\/table><\/figure>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":191,"featured_media":0,"parent":584467,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"cg_dt_proposed_to":[],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"{\"uuid\":\"dfefd513-e324-406b-a5d0-15d87e7dd905\",\"blogId\":\"\",\"domain\":\"\",\"sitePath\":\"\",\"postLink\":\"\",\"postId\":null,\"isSaved\":true,\"isCrossLink\":false,\"hasCrossLink\":false}","cg_seo_hreflang_x_default_relation":"{\"uuid\":\"9c65ac8e-c40b-447f-a16e-dea9ae6f983f\",\"blogId\":\"\",\"domain\":\"\",\"sitePath\":\"\",\"postLink\":\"\",\"postId\":null,\"isSaved\":true,\"isCrossLink\":false,\"hasCrossLink\":false}","cg_dt_approved_content":true,"cg_dt_mandatory_content":false,"cg_dt_notes":"","cg_dg_source_changed":false,"cg_dt_link_disabled":false,"_yoast_wpseo_primary_brand":"","footnotes":"","featured_focal_points":"","partner_card_description":"","gsap_animation":0},"brand":[],"partner_type":[],"service":[],"industry":[],"partners":[],"page-type":[],"content-group":[],"class_list":["post-616142","page","type-page","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.7 (Yoast SEO v27.8) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Humanizing the AI experience for consumer goods and retail - Capgemini USA<\/title>\n<meta name=\"description\" content=\"How can companies humanize the AI experience to continue to meet customer demands? 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