{"id":764313,"date":"2026-05-20T01:55:29","date_gmt":"2026-05-20T06:55:29","guid":{"rendered":"https:\/\/www.capgemini.com\/us-en\/?post_type=research-and-insight&#038;p=764313"},"modified":"2026-05-21T01:56:53","modified_gmt":"2026-05-21T06:56:53","slug":"ai-powered-customer-service-as-the-engine-for-audience-delight","status":"publish","type":"research-and-insight","link":"https:\/\/www.capgemini.com\/us-en\/insights\/research-library\/ai-powered-customer-service-as-the-engine-for-audience-delight\/","title":{"rendered":"AI-powered customer service as the engine for audience delight"},"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\/05\/AI-powered-customer-service-Dotcom-banner.jpg?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/05\/AI-powered-customer-service-Dotcom-banner.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/05\/AI-powered-customer-service-Dotcom-banner.jpg?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/05\/AI-powered-customer-service-Dotcom-banner.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/05\/AI-powered-customer-service-Dotcom-banner.jpg?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/05\/AI-powered-customer-service-Dotcom-banner.jpg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/05\/AI-powered-customer-service-Dotcom-banner.jpg?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/05\/AI-powered-customer-service-Dotcom-banner.jpg?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2026\/05\/AI-powered-customer-service-Dotcom-banner.jpg\" class=\"header-img header-img-d\" alt=\"\" style=\"object-fit:cover;object-position:50% 44%\" 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\">AI-powered customer service as the engine for audience delight<\/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=1219249\" 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=1219249\" 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 class=\"wp-block-heading\" id=\"h-media-and-entertainment-is-a-heavily-customer-focused-industry-to-survive-you-must-constantly-manage-a-flurry-of-high-volume-feedback\">Media and entertainment is a heavily customer-focused industry. To survive, you must constantly manage a flurry of high-volume feedback.<\/h2>\n\n\n\n<p>Depending on how you look at it, this can be either a curse or a blessing.<\/p>\n\n\n\n<p>Brands that treat customer service as nothing more than a way to keep audiences happy and returning will inevitably miss a bigger opportunity: using every interaction to improve their products and services. The result? Even more sales, stronger loyalty, and a far more resilient business.<\/p>\n\n\n\n<p>But to enable this kind of innovation-from-insights model, it\u2019s not enough to have a traditional customer service function. You need a customer engagement center \u2013 a modern operating model that unifies every touchpoint and interaction, then uses generative and agentic AI to capture, analyze, and learn from what customers say across channels.<\/p>\n\n\n\n<p>This shift turns service from a reactive necessity into a continuous engine for audience delight, helping you resolve issues faster, anticipate needs earlier, and design experiences that match customer expectations.<\/p>\n\n\n\n<p>Explore our latest point of view to discover the full benefits of an AI-powered customer engagement center along with a practical guide on what it takes to build one.<\/p>\n\n\n\n<center><a class=\"turtl-embed\" target=\"_blank\" style=\"width: 750px; max-width: 100%;\" data-turtl-embed-type=\"animation\" data-turtl-link-text=\"Click to read\" data-turtl-width=\"340\" data-turtl-display-mode=\"lightbox\" data-turtl-animation-mode=\"hover\" data-turtl-color=\"#173D41\r\n\" data-turtl-story-id=\"69c163de031675517d129078\"href=\"https:\/\/capgemini.turtl.co\/story\/customer-service-transformation\/page\/1?teaser=yes\" title=\"Customer service transformation\">Customer service transformation<\/a><\/center>\r\n<!-- Please call embed.js only once per page -->\r\n<script async type=\"text\/javascript\" data-turtl-script=\"embed\" data-turtl-assets-hostname=\"https:\/\/assets.turtl.co\" src=\"https:\/\/app-static.turtl.co\/embed\/turtl.embed.v1.js\"><\/script>\n<\/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\"><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\">\t\t<div class=\"slide\">\n\t\t\t<div class=\"box\">\n\t\t\t\t<div class=\"row\">\n\t\t\t\t\t<div class=\"col-md-6 col-lg-4 box-img-wrapper\">\n\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2022\/05\/richminns-capgemini-e1591782413124-3.jpg\" alt=\"Rich Minns\"\/>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"col-md-6 col-lg-8 box-inner\">\n\t\t\t\t\t\t<div class=\"row title-social-media-header\">\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 mbl-social-icon\">\n\t\t\t\t\t\t\t\t<ul class=\"social-nav\">\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<li><a aria-label=\"Linkedin\" target=\"_blank\" title=\"Opens in a new window\" href=\"https:\/\/www.linkedin.com\/in\/richminns\/\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><\/a><\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 box-container\">\n\t\t\t\t\t\t\t\t<div class=\"box-title\">\n\t\t\t\t\t\t\t\t\t<h3 class=\"people-profile-title\">Rich Minns<\/h3>\n\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<span>Expert in Digital Transformation, Retail<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 social-box-container dkt-social-icon\">\n\t\t\t\t\t\t\t\t<ul class=\"social-nav\">\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<li><a aria-label=\"Linkedin\" target=\"_blank\" title=\"Opens in a new window\" href=\"https:\/\/www.linkedin.com\/in\/richminns\/\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><\/a><\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"modal\" id=\"WPB9fa38aa1_ecf4_489c_a252_ae66a79b008a\">\n\t\t\t\t\t<div class=\"modal-dialog modal-dialog-centered modal-lg modal-dialog-scrollable landing-page-modals\">\n\t\t\t\t\t\t<div class=\"modal-content\">\n\t\t\t\t\t\t\t<div class=\"modal-header\">\n\t\t\t\t\t\t\t\t<button type=\"button\" class=\"btn-close\" aria-label=\"close\" data-bs-dismiss=\"modal\"><\/button>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"modal-body\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"logo-wrapper\">\n\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/us-en\/wp-content\/themes\/capgemini2025\/assets\/images\/logo.svg\"\n\t\t\t\t\t\t\t\t\t\talt=\"Connect with us\" class=\"light\" \/>\n\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/us-en\/wp-content\/themes\/capgemini2025\/assets\/images\/logo-white.svg\"\n\t\t\t\t\t\t\t\t\t\talt=\"Connect with us\" class=\"dark\" \/>\n\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<h4 class=\"form-title\">Connect with us<\/h4>\n\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t<div class=\"mf_forms__container \">\n\t\t\t\t\t\t\t\t<form id=\"mf_form_344241_2290878402\" class=\"mf_form__form row needs-validation\" action=\"\" method=\"post\" enctype=\"multipart\/form-data\" data-nosnippet>\n\n\t\t\t\t\t\t\t\t<input type=\"hidden\" name=\"form_id\" data-validate=\"number\" class=\"mf_form__id\" value=\"344241\" \/>\n\t\t\t\t<input type=\"hidden\" name=\"form_title\" class=\"mf_form__title\" value=\"\" \/>\n\t\t\t\t<input type=\"hidden\" name=\"wp_rest_nonce\" class=\"mf_form__wp_rest_nonce\" value=\"b19e1cccf5\" \/>\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\t\t\t\t<p>Thank You! 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_CONFIG344241 = {\"344241\":{\"errors\":[],\"redirect\":\"\"}};\n\t\t<\/script>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\n\n\t\t<div class=\"slide\">\n\t\t\t<div class=\"box\">\n\t\t\t\t<div class=\"row\">\n\t\t\t\t\t<div class=\"col-md-6 col-lg-4 box-img-wrapper\">\n\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2026\/05\/Rob-Stanich.jpg\" alt=\"Rob Stanich\"\/>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"col-md-6 col-lg-8 box-inner\">\n\t\t\t\t\t\t<div class=\"row title-social-media-header\">\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 mbl-social-icon\">\n\t\t\t\t\t\t\t\t<ul class=\"social-nav\">\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<li><a aria-label=\"Linkedin\" target=\"_blank\" title=\"Opens in a new window\" href=\"https:\/\/www.linkedin.com\/in\/robstanich\/\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><\/a><\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 box-container\">\n\t\t\t\t\t\t\t\t<div class=\"box-title\">\n\t\t\t\t\t\t\t\t\t<h3 class=\"people-profile-title\">Rob Stanich<\/h3>\n\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<span>Delivery Excellence, Digital Customer Experience\u00a0<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 social-box-container dkt-social-icon\">\n\t\t\t\t\t\t\t\t<ul class=\"social-nav\">\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<li><a aria-label=\"Linkedin\" target=\"_blank\" title=\"Opens in a new window\" href=\"https:\/\/www.linkedin.com\/in\/robstanich\/\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><\/a><\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"people-info\">Rob Stanich is a delivery executive in Capgemini\u2019s Digital Customer Experience business line, leading the Engagement Management capability and overseeing the North America portfolio. He specializes in enabling organizations to transform their customer experience through world\u2011class solutions built on leading platforms such as Salesforce, Adobe, and SAP, helping clients accelerate value creation and achieve sustainable business outcomes.<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"modal\" id=\"WPBeefb55a9_9d2e_4a5d_9e38_5df6caa5407c\">\n\t\t\t\t\t<div class=\"modal-dialog modal-dialog-centered modal-lg modal-dialog-scrollable landing-page-modals\">\n\t\t\t\t\t\t<div class=\"modal-content\">\n\t\t\t\t\t\t\t<div class=\"modal-header\">\n\t\t\t\t\t\t\t\t<button type=\"button\" class=\"btn-close\" aria-label=\"close\" data-bs-dismiss=\"modal\"><\/button>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"modal-body\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"logo-wrapper\">\n\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/us-en\/wp-content\/themes\/capgemini2025\/assets\/images\/logo.svg\"\n\t\t\t\t\t\t\t\t\t\talt=\"Connect with us\" class=\"light\" \/>\n\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/us-en\/wp-content\/themes\/capgemini2025\/assets\/images\/logo-white.svg\"\n\t\t\t\t\t\t\t\t\t\talt=\"Connect with us\" class=\"dark\" \/>\n\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<h4 class=\"form-title\">Connect with us<\/h4>\n\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\t\t<div class=\"mf_forms__container \">\n\t\t\t\t\t\t\t\t<form id=\"mf_form_344241_2984668803\" class=\"mf_form__form row needs-validation\" action=\"\" method=\"post\" enctype=\"multipart\/form-data\" data-nosnippet>\n\n\t\t\t\t\t\t\t\t<input type=\"hidden\" name=\"form_id\" data-validate=\"number\" class=\"mf_form__id\" value=\"344241\" \/>\n\t\t\t\t<input type=\"hidden\" name=\"form_title\" class=\"mf_form__title\" value=\"\" \/>\n\t\t\t\t<input type=\"hidden\" name=\"wp_rest_nonce\" class=\"mf_form__wp_rest_nonce\" value=\"b19e1cccf5\" \/>\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\t\t\t\t<p>Thank You! 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_CONFIG344241 = {\"344241\":{\"errors\":[],\"redirect\":\"\"}};\n\t\t<\/script>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/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","protected":false},"excerpt":{"rendered":"<p>Media and entertainment is a heavily customer-focused industry. To survive, you must constantly manage a flurry of high-volume feedback.<\/p>\n","protected":false},"author":257,"featured_media":764314,"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":294,"primary_term":"Customer first","featured_focal_points":""},"tags":[],"research-and-insight-type":[85],"theme":[294],"brand":[],"service":[45],"industry":[],"partners":[],"content-group":[],"class_list":["post-764313","research-and-insight","type-research-and-insight","status-publish","has-post-thumbnail","hentry","research-and-insight-type-point-of-view","theme-customer-first","service-customer-experience"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.8 (Yoast SEO v22.8) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>AI-powered customer service as the engine for audience delight - Capgemini USA<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.capgemini.com\/us-en\/insights\/research-library\/ai-powered-customer-service-as-the-engine-for-audience-delight\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"AI-powered customer service as the engine for audience delight\" \/>\n<meta property=\"og:description\" content=\"Media and entertainment is a heavily customer-focused industry. To survive, you must constantly manage a flurry of high-volume feedback.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.capgemini.com\/us-en\/insights\/research-library\/ai-powered-customer-service-as-the-engine-for-audience-delight\/\" \/>\n<meta property=\"og:site_name\" content=\"Capgemini USA\" \/>\n<meta property=\"article:modified_time\" content=\"2026-05-21T06:56:53+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2025\/10\/New-Web-preview-global.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"627\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.capgemini.com\/us-en\/insights\/research-library\/ai-powered-customer-service-as-the-engine-for-audience-delight\/\",\"url\":\"https:\/\/www.capgemini.com\/us-en\/insights\/research-library\/ai-powered-customer-service-as-the-engine-for-audience-delight\/\",\"name\":\"AI-powered customer service as the engine for audience delight - Capgemini USA\",\"isPartOf\":{\"@id\":\"https:\/\/www.capgemini.com\/us-en\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.capgemini.com\/us-en\/insights\/research-library\/ai-powered-customer-service-as-the-engine-for-audience-delight\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/www.capgemini.com\/us-en\/insights\/research-library\/ai-powered-customer-service-as-the-engine-for-audience-delight\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2026\/05\/AI-powered-customer-service-Dotcom-banner.jpg\",\"datePublished\":\"2026-05-20T06:55:29+00:00\",\"dateModified\":\"2026-05-21T06:56:53+00:00\",\"breadcrumb\":{\"@id\":\"https:\/\/www.capgemini.com\/us-en\/insights\/research-library\/ai-powered-customer-service-as-the-engine-for-audience-delight\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.capgemini.com\/us-en\/insights\/research-library\/ai-powered-customer-service-as-the-engine-for-audience-delight\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/www.capgemini.com\/us-en\/insights\/research-library\/ai-powered-customer-service-as-the-engine-for-audience-delight\/#primaryimage\",\"url\":\"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2026\/05\/AI-powered-customer-service-Dotcom-banner.jpg\",\"contentUrl\":\"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2026\/05\/AI-powered-customer-service-Dotcom-banner.jpg\",\"width\":2800,\"height\":1800,\"caption\":\"AI-powered customer service Dotcom banner\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/www.capgemini.com\/us-en\/insights\/research-library\/ai-powered-customer-service-as-the-engine-for-audience-delight\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\/\/www.capgemini.com\/us-en\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Research &amp; insights\",\"item\":\"https:\/\/www.capgemini.com\/us-en\/research-and-insight\/\"},{\"@type\":\"ListItem\",\"position\":3,\"name\":\"AI-powered customer service as the engine for audience delight\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.capgemini.com\/us-en\/#website\",\"url\":\"https:\/\/www.capgemini.com\/us-en\/\",\"name\":\"Capgemini USA\",\"description\":\"Just another www.capgemini.com site\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.capgemini.com\/us-en\/?s={search_term_string}\"},\"query-input\":\"required name=search_term_string\"}],\"inLanguage\":\"en-US\"},{\"@type\":\"Person\",\"@id\":\"https:\/\/www.capgemini.com\/us-en\/#\/schema\/person\/4a58ac48fd0781800d85b33cab939b87\",\"name\":\"tejasdhonsale\",\"url\":\"https:\/\/www.capgemini.com\/us-en\/author\/tejasdhonsale\/\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"AI-powered customer service as the engine for audience delight - Capgemini USA","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.capgemini.com\/us-en\/insights\/research-library\/ai-powered-customer-service-as-the-engine-for-audience-delight\/","og_locale":"en_US","og_type":"article","og_title":"AI-powered customer service as the engine for audience delight","og_description":"Media and entertainment is a heavily customer-focused industry. To survive, you must constantly manage a flurry of high-volume feedback.","og_url":"https:\/\/www.capgemini.com\/us-en\/insights\/research-library\/ai-powered-customer-service-as-the-engine-for-audience-delight\/","og_site_name":"Capgemini USA","article_modified_time":"2026-05-21T06:56:53+00:00","og_image":[{"width":1200,"height":627,"url":"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2025\/10\/New-Web-preview-global.jpg","type":"image\/jpeg"}],"twitter_card":"summary_large_image","twitter_misc":{"Est. reading time":"2 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/www.capgemini.com\/us-en\/insights\/research-library\/ai-powered-customer-service-as-the-engine-for-audience-delight\/","url":"https:\/\/www.capgemini.com\/us-en\/insights\/research-library\/ai-powered-customer-service-as-the-engine-for-audience-delight\/","name":"AI-powered customer service as the engine for audience delight - Capgemini USA","isPartOf":{"@id":"https:\/\/www.capgemini.com\/us-en\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.capgemini.com\/us-en\/insights\/research-library\/ai-powered-customer-service-as-the-engine-for-audience-delight\/#primaryimage"},"image":{"@id":"https:\/\/www.capgemini.com\/us-en\/insights\/research-library\/ai-powered-customer-service-as-the-engine-for-audience-delight\/#primaryimage"},"thumbnailUrl":"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2026\/05\/AI-powered-customer-service-Dotcom-banner.jpg","datePublished":"2026-05-20T06:55:29+00:00","dateModified":"2026-05-21T06:56:53+00:00","breadcrumb":{"@id":"https:\/\/www.capgemini.com\/us-en\/insights\/research-library\/ai-powered-customer-service-as-the-engine-for-audience-delight\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.capgemini.com\/us-en\/insights\/research-library\/ai-powered-customer-service-as-the-engine-for-audience-delight\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.capgemini.com\/us-en\/insights\/research-library\/ai-powered-customer-service-as-the-engine-for-audience-delight\/#primaryimage","url":"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2026\/05\/AI-powered-customer-service-Dotcom-banner.jpg","contentUrl":"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2026\/05\/AI-powered-customer-service-Dotcom-banner.jpg","width":2800,"height":1800,"caption":"AI-powered customer service Dotcom banner"},{"@type":"BreadcrumbList","@id":"https:\/\/www.capgemini.com\/us-en\/insights\/research-library\/ai-powered-customer-service-as-the-engine-for-audience-delight\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.capgemini.com\/us-en\/"},{"@type":"ListItem","position":2,"name":"Research &amp; insights","item":"https:\/\/www.capgemini.com\/us-en\/research-and-insight\/"},{"@type":"ListItem","position":3,"name":"AI-powered customer service as the engine for audience delight"}]},{"@type":"WebSite","@id":"https:\/\/www.capgemini.com\/us-en\/#website","url":"https:\/\/www.capgemini.com\/us-en\/","name":"Capgemini USA","description":"Just another www.capgemini.com site","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.capgemini.com\/us-en\/?s={search_term_string}"},"query-input":"required name=search_term_string"}],"inLanguage":"en-US"},{"@type":"Person","@id":"https:\/\/www.capgemini.com\/us-en\/#\/schema\/person\/4a58ac48fd0781800d85b33cab939b87","name":"tejasdhonsale","url":"https:\/\/www.capgemini.com\/us-en\/author\/tejasdhonsale\/"}]}},"theme_term_info":[{"id":294,"name":"Customer first"}],"industry_term_info":[],"services_term_info":[{"id":45,"name":"Customer experience"}],"partners_term_info":[],"brand_term_info":[],"brand_term":[],"parsely":{"version":"1.1.0","canonical_url":"https:\/\/capgemini.com\/us-en\/insights\/research-library\/ai-powered-customer-service-as-the-engine-for-audience-delight\/","smart_links":{"inbound":0,"outbound":0},"traffic_boost_suggestions_count":0,"meta":{"@context":"https:\/\/schema.org","@type":"NewsArticle","headline":"AI-powered customer service as the engine for audience delight","url":"https:\/\/www.capgemini.com\/us-en\/insights\/research-library\/ai-powered-customer-service-as-the-engine-for-audience-delight\/","mainEntityOfPage":{"@type":"WebPage","@id":"https:\/\/www.capgemini.com\/us-en\/insights\/research-library\/ai-powered-customer-service-as-the-engine-for-audience-delight\/"},"thumbnailUrl":"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2026\/05\/AI-powered-customer-service-Dotcom-banner.jpg?w=150&h=150&crop=1","image":{"@type":"ImageObject","url":"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2026\/05\/AI-powered-customer-service-Dotcom-banner.jpg"},"articleSection":"Uncategorized","author":[],"creator":[],"publisher":{"@type":"Organization","name":"Capgemini USA","logo":""},"keywords":[],"dateCreated":"2026-05-20T06:55:29Z","datePublished":"2026-05-20T06:55:29Z","dateModified":"2026-05-21T06:56:53Z"},"rendered":"<meta name=\"parsely-title\" content=\"AI-powered customer service as the engine for audience delight\" \/>\n<meta name=\"parsely-link\" content=\"https:\/\/www.capgemini.com\/us-en\/insights\/research-library\/ai-powered-customer-service-as-the-engine-for-audience-delight\/\" \/>\n<meta name=\"parsely-type\" content=\"post\" \/>\n<meta name=\"parsely-image-url\" content=\"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2026\/05\/AI-powered-customer-service-Dotcom-banner.jpg?w=150&amp;h=150&amp;crop=1\" \/>\n<meta name=\"parsely-pub-date\" content=\"2026-05-20T06:55:29Z\" \/>\n<meta name=\"parsely-section\" content=\"Uncategorized\" \/>","tracker_url":"https:\/\/cdn.parsely.com\/keys\/capgemini.com\/p.js"},"archive_status":false,"featured_image_src":"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2026\/05\/AI-powered-customer-service-Dotcom-banner.jpg","featured_image_alt":"AI-powered customer service Dotcom banner","jetpack_sharing_enabled":true,"distributor_meta":false,"distributor_terms":false,"distributor_media":false,"distributor_original_site_name":"Capgemini USA","distributor_original_site_url":"https:\/\/www.capgemini.com\/us-en","push-errors":false,"tag_names":[],"featured_image_url":"https:\/\/www.capgemini.com\/us-en\/wp-content\/uploads\/sites\/30\/2026\/05\/AI-powered-customer-service-Dotcom-banner.jpg","_links":{"self":[{"href":"https:\/\/www.capgemini.com\/us-en\/wp-json\/wp\/v2\/research-and-insight\/764313","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.capgemini.com\/us-en\/wp-json\/wp\/v2\/research-and-insight"}],"about":[{"href":"https:\/\/www.capgemini.com\/us-en\/wp-json\/wp\/v2\/types\/research-and-insight"}],"author":[{"embeddable":true,"href":"https:\/\/www.capgemini.com\/us-en\/wp-json\/wp\/v2\/users\/257"}],"version-history":[{"count":1,"href":"https:\/\/www.capgemini.com\/us-en\/wp-json\/wp\/v2\/research-and-insight\/764313\/revisions"}],"predecessor-version":[{"id":764317,"href":"https:\/\/www.capgemini.com\/us-en\/wp-json\/wp\/v2\/research-and-insight\/764313\/revisions\/764317"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.capgemini.com\/us-en\/wp-json\/wp\/v2\/media\/764314"}],"wp:attachment":[{"href":"https:\/\/www.capgemini.com\/us-en\/wp-json\/wp\/v2\/media?parent=764313"}],"wp:term":[{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.capgemini.com\/us-en\/wp-json\/wp\/v2\/tags?post=764313"},{"taxonomy":"research-and-insight-type","embeddable":true,"href":"https:\/\/www.capgemini.com\/us-en\/wp-json\/wp\/v2\/research-and-insight-type?post=764313"},{"taxonomy":"theme","embeddable":true,"href":"https:\/\/www.capgemini.com\/us-en\/wp-json\/wp\/v2\/theme?post=764313"},{"taxonomy":"brand","embeddable":true,"href":"https:\/\/www.capgemini.com\/us-en\/wp-json\/wp\/v2\/brand?post=764313"},{"taxonomy":"service","embeddable":true,"href":"https:\/\/www.capgemini.com\/us-en\/wp-json\/wp\/v2\/service?post=764313"},{"taxonomy":"industry","embeddable":true,"href":"https:\/\/www.capgemini.com\/us-en\/wp-json\/wp\/v2\/industry?post=764313"},{"taxonomy":"partners","embeddable":true,"href":"https:\/\/www.capgemini.com\/us-en\/wp-json\/wp\/v2\/partners?post=764313"},{"taxonomy":"content-group","embeddable":true,"href":"https:\/\/www.capgemini.com\/us-en\/wp-json\/wp\/v2\/content-group?post=764313"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}