凯捷：2026重构客户体验：以人为本, AI驱动研究报告（英文版）（96页）.pdf

1、1Capgemini Research Institute 2026Reimagining customer experience:Human-led,AI-poweredMake it real.Make it real.Human-led,AI-powered Reimagining customer experienceTable of contents2Capgemini Research Institute 2026Reimagining customer experience:Human-led,AI-poweredWho should read this report and w

2、hy?04Executive summary06Section 2:Human-led CX is valuable24Section 1:AIs growing capabilities are transforming CX103Capgemini Research Institute 2026Reimagining customer experience:Human-led,AI-poweredSection 3:Whats up with CX?38Section 4:How to build human-led,AI-powered CX60Conclusion 76Research

3、 methodology77Who should read this report and why?Emerging technologies,in particular AI and agentic AI,are accelerating the evolution of customer expectations.In response,customer experience(CX)has evolved from a strategic priority into a primary driver of growth.The findings of the research on whi

4、ch this report is based reveal shortcomings in emotional connection,end to end journey continuity,data trust,and effective AI adoption.They also highlight the widening perception gap between the executive lens and actual CX.Ultimately,we underline the critical importance of human led,AI powered enga

5、gement in rebuilding trust and long term loyalty.This report will be particularly helpful to CEOs,CMOs,CIOs,CTOs,CDOs,CSOs,chief customer officers,chief learning and development officers,and leaders involved in shaping and accelerating the CX transformation journey.The report is designed for leaders

6、 driving CX strategy across sectors,particularly those leading AI and generative AI(Gen AI),digital transformation,analytics,and experience innovation.We draw on insights from two complementary surveys,to capture both customer and leadership perspectives.The research spans 10 sectors:banking,insuran