Facebook iconTwitter icon
B2B-Network:
Loader
Thumb original final infographic ai in cx
Client: Capgemini Deutschland Holding GmbH
Format: Infographic
Size: 183 KB
Language: English
Date: 15.09.2020

The art of customer-centric artificial intelligence

From robots delivering our groceries to the ability to take a car for a virtual test drive, AI offers seemingly countless, innovative ways to meet growing desire to avoid human or touchscreen contact in the wake of the COVID-19 pandemic. It’s no wonder then that over three-quarters of customers expect to increase the use of touchless interfaces – such as voice assistants and facial recognition and 62% will continue to do so post-COVID. But are organizations doing enough to keep these customers happy?

In the latest report from the Capgemini Research Institute – The art of customer-centric artificial intelligence –we surveyed over 5,000 customers across twelve countries and more than 1,000 industry executives across eight major industries to track the progress organizations have made with the AI-powered customer experience. We found that:

• To transform customer satisfaction performance, organizations must deliver a relevant, humanized, intent-driven AI experience that delights customers beyond their expectations.
• “Context-aware” AI use cases – the ones that customers find more personalized, empowering, and effortless – are more beneficial to customers
• To deliver tangible value to customers, use cases must be carefully selected and scaled.
• To earn customer trust and loyalty will require strong ethical foundations – including transparency, fairness, and data privacy.

When it comes to delivering a transformative impact on customer engagement, loyalty, and long-term value, the future belongs to the brave and the bold.

Free Download
Please enter your contact information and click the download button. You will receive an email with your download link.



Ich habe die rechtlichen Hinweise gelesen und willige in die Erhebung, Verarbeitung, Nutzung und Weitergabe meiner im Registrierungsformular angegebenen Daten durch die B2B Media Group und die mit ihr verbundenen Partner, wie unten beschrieben, ein. Die B2B Media Group und sowohl der jeweilige Partner Pegasystems GmbH als auch Capgemini Deutschland Holding GmbH dürfen meine Kontaktdaten für den Zweck des B2B-Marketings (via E-Mail, Telefon, Display und postalisch) bis zu einem Widerruf nutzen. Meine Einwilligung kann ich jederzeit mit Wirkung für die Zukunft schriftlich per E-Mail über die folgende Adresse widerrufen: datenschutz@b2bmg.de (Betreff: Pegasystems GmbH)

Privacy / download conditions:

Date: 1.8.2018

Client

  • B2B Media Group GmbH, Bahnhofstraße 5, 91245 Simmelsdorf (B2B MG)
  • B2B Media Group EMEA GmbH, Bahnhofstraße 5, 91245 Simmelsdorf (B2B MG)

Partner

  • Capgemini Deutschland Holding GmbH
  • Pegasystems GmbH
Fields marked with * are mandatory