{"id":511183,"date":"2022-12-20T14:38:30","date_gmt":"2022-12-20T13:38:30","guid":{"rendered":"https:\/\/www.capgemini.com\/?post_type=research-and-insight&#038;p=842514"},"modified":"2025-02-10T10:08:39","modified_gmt":"2025-02-10T10:08:39","slug":"shaping-the-ai-enabled-customer-experience","status":"publish","type":"research-and-insight","link":"https:\/\/www.capgemini.com\/au-en\/insights\/research-library\/shaping-the-ai-enabled-customer-experience\/","title":{"rendered":"Shaping the AI-enabled customer experience"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-reusable header heroReusable  \"><div class=\"header-bgs\"><picture><source srcset=\"https:\/\/prod.ucwe.capgemini.com\/wp-content\/uploads\/2022\/12\/Shaping-the-AI-enabled-customer-experience_AI-Enabled.jpg?w=2880&amp;quality=70 1x, https:\/\/prod.ucwe.capgemini.com\/wp-content\/uploads\/2022\/12\/Shaping-the-AI-enabled-customer-experience_AI-Enabled.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/prod.ucwe.capgemini.com\/wp-content\/uploads\/2022\/12\/Shaping-the-AI-enabled-customer-experience_AI-Enabled.jpg?w=1440&amp;quality=70 1x, https:\/\/prod.ucwe.capgemini.com\/wp-content\/uploads\/2022\/12\/Shaping-the-AI-enabled-customer-experience_AI-Enabled.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/prod.ucwe.capgemini.com\/wp-content\/uploads\/2022\/12\/Shaping-the-AI-enabled-customer-experience_AI-Enabled.jpg?w=1024&amp;quality=70 1x, https:\/\/prod.ucwe.capgemini.com\/wp-content\/uploads\/2022\/12\/Shaping-the-AI-enabled-customer-experience_AI-Enabled.jpg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/prod.ucwe.capgemini.com\/wp-content\/uploads\/2022\/12\/Shaping-the-AI-enabled-customer-experience_AI-Enabled.jpg?w=768&amp;quality=70 1x, https:\/\/prod.ucwe.capgemini.com\/wp-content\/uploads\/2022\/12\/Shaping-the-AI-enabled-customer-experience_AI-Enabled.jpg?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/prod.ucwe.capgemini.com\/wp-content\/uploads\/2022\/12\/Shaping-the-AI-enabled-customer-experience_AI-Enabled.jpg\" class=\"header-img header-img-d\" alt=\"\" style=\"object-fit:cover;object-position:49% 43%\" 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\">Data and AI<\/span><\/div><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">Shaping the AI-enabled 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 undefined section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-1\"><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=842514\" 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=842514&amp;text=Shaping%20the%20AI-enabled%20customer%20experience%EF%BF%BC\" 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=842514&amp;text=Shaping%20the%20AI-enabled%20customer%20experience%EF%BF%BC\" 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 class=\"col-12 col-md-11 col-lg-10\"><div class=\"article-text article-quote-text\">\n<h3 class=\"wp-block-heading\">An effective AI-driven customer-first approach can meet the rising expectations of today\u2019s customers and enable financial services companies to deliver the right customer experience at the right time\u2014to boost revenue and customer satisfaction<\/h3>\n\n\n\n<p>AI is revolutionizing the industry\u2019s ability to derive insights from all the data and put it to work to generate value. However, from the customer\u2019s perspective, the growing use of these technologies is not always leading to an improved customer experience.<\/p>\n\n\n\n<p>With a customer-first approach, AI can be used to understand not only the customer, but also the context of each interaction so that it reflects the customer\u2019s needs and expectations at that moment. Financial services companies can use AI fueled by data to create a \u201ccustomer-first engine\u201d that supports the development and delivery of powerful customer experiences.<\/p>\n\n\n\n<section class=\"wp-block-cg-blocks-counter-para section counter-para-section\"><div class=\"container\"><div class=\"article-text\"><div class=\"content-title\"><h3>AI-enabled customer experience can deliver a:<\/h3><\/div><\/div><div class=\"row statistics-list\"><div class=\"col-md-4 statistic\"><div class=\"statistic-top\">10%<\/div><span class=\"statistic-bottom\">boost in revenue<\/span><\/div><div class=\"col-md-4 statistic\"><div class=\"statistic-top\">20%<\/div><span class=\"statistic-bottom\">increase in customer satisfaction<\/span><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-counter-para section counter-para-section\"><div class=\"container\"><div class=\"row statistics-list\"><div class=\"col-md-4 statistic\"><div class=\"statistic-top\">60%<\/div><span class=\"statistic-bottom\">reduced effort in audience selection<\/span><\/div><div class=\"col-md-4 statistic\"><div class=\"statistic-top\">13%<\/div><span class=\"statistic-bottom\">decrease in operational costs<\/span><\/div><\/div><\/div><\/section>\n\n\n\n<p>These technologies make it possible to work with large amounts of data quickly; understand who customers are and what they intend to do; uncover ways to serve them more effectively; and do it all on a near real-time basis.<\/p>\n\n\n\n<p>Unlike traditional approaches, AI enables companies to continually hone their understanding of customers and dynamically reshape customer experiences to provide them with real value\u2014which in turn fosters long-term relationships that benefit both customer and company.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-why-capgemini\">Why ÎÚÑ»´«Ã½<\/h4>\n\n\n\n<p>ÎÚÑ»´«Ã½ is a leader in developing and deploying cutting-edge technology solutions that address the business challenges of today and tomorrow. Download our new POV and contact us to learn how we can help you transform your organization\u2019s customer experience with an AI and data-driven approach.<\/p>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button is-style-outline is-style-outline--1\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/go.capgeminigroup.com\/l\/95412\/2022-12-16\/7pwc4j\/95412\/1671219599CllBvHJ0\/ÎÚÑ»´«Ã½_Shaping_the_AI_enabled_customer_experience.pdf\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Download paper<\/strong><\/a><\/div>\n<\/div>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"<p>Financial services companies can use AI fueled by data to create a \u201ccustomer-first engine\u201d that supports the development and delivery of powerful customer experiences.<\/p>\n","protected":false},"author":440,"featured_media":511184,"template":"","meta":{"cg_dt_proposed_to":[],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"{\"uuid\":\"66182faf-ddec-40ec-87c1-ed306cc99218\",\"blogId\":\"\",\"domain\":\"\",\"sitePath\":\"\",\"postLink\":\"\",\"postId\":null,\"isSaved\":true,\"isCrossLink\":false,\"hasCrossLink\":false}","cg_seo_hreflang_x_default_relation":"{\"uuid\":\"ad902572-feb6-455d-bd01-822ab35ed42c\",\"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":true,"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":78,"primary_term":"Data and 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