1. CW
IN
CAPGEMINI
WEEK OF
INNOVATION
NETWORKS
Perform Yet Smarter: Activate,
Transform, and Re-Imagine with AI
Lanny Cohen, Group Chief Innovation Officer
Toulouse, Thursday 27 September, 2018

2. Presentation Title | Author | Date © 2018 Capgemini. All rights reserved.
2
01
02How do we see organizations
activate, transform, and re-
imagine with Artificial
Intelligence?
Contents
AI in Customer Experience – Highlights of
our Recent Research
The Secret to Winning Customers’ Hearts
DVSA Case Study
Artificial Intelligence & Applied Innovation in Action03
Our Ambition & Response to the Market
Scaling first successes into enterprise-wide AI-driven
transformation programs

3. CW
IN
CAPGEMINI
WEEK OF
INNOVATION
NETWORKS
Artificial Intelligence in CX
Highlights of Our Research
Findings

4. Presentation Title | Author | Date © 2018 Capgemini. All rights reserved. 4Presentation Title | Author | Date © 2018 Capgemini. All rights reserved.
The Context of our Research and What it Means for You

5. Presentation Title | Author | Date © 2018 Capgemini. All rights reserved. 5
Artificial Intelligence is no longer alien to consumers
55% would prefer to have
interactions enabled by a mix of AI
and humans, for both high and lower
consideration products and services

6. Presentation Title | Author | Date © 2018 Capgemini. All rights reserved. 6
Artificial Intelligence is no longer alien to consumers
55% would prefer to have interactions enabled by a mix of AI and humans, for both high and
lower consideration products and services
AI-aware consumers derive
significant benefits from
these interactions

7. Presentation Title | Author | Date © 2018 Capgemini. All rights reserved. 7
Greatest rewards for organizations can be found in areas
where many customers haven't experienced benefits
55% would prefer to have
interactions enabled by a mix of AI
and humans, for both high and lower
consideration products and service’
s
With AI enabled
interactions, trust and
personalization are
the keys to unlocking
customer value

8. Presentation Title | Author | Date © 2018 Capgemini. All rights reserved. 8
A focus on implementation costs and RoI
55% would prefer to have
interactions enabled by a mix of AI
and humans, for both high and
lower consideration products an
d services
Most companies
are not applying
a consumer
lens when
designing AI
initiatives

9. Presentation Title | Author | Date © 2018 Capgemini. All rights reserved. 9
Nuances around customer preferences are lost on most
organizations
55% would prefer to have
interactions enabled by a mix of AI
and humans, for both high and l
consideration products and services
Cross-sector
underestimation
of the critical role
of transparency
on consumer
trust.

10. 10Perform Yet Smarter | Lanny Cohen | CWIN, Sept 2018 © 2018 Capgemini. All rights reserved.
Nuances around customer preferences are lost on most
organizations
55% would prefer to have interactions enabled by a mix of AI and humans, for both high and
lower consideration products and services
Front-Runners bring unique approaches for enhancing
customer experience via AI
Ensure that consumer concerns
form basis for AI initiatives
Make AI-first a
strategic priority
Scale up AI -enabled
interactions globally
Keep the customer informed
Front-Runners prioritize consumer
preference and experiences over cost
and ROI.
78% of Front-Runners take an
AI-first approach when making
organizational decisions and
69% see AI as a business topic
rather than a technical topic
42% of Front-Runners have
globally-scaled AI-enabled
interactions for providing
information during purchase,
as compared to 2% of other
organizations
Front-Runners are transparent with
consumers when deploying AI-enabled
interactions across customer touchpoints
Align incentives to encourage greater
use of AI-enabled interactions
More than 9 out of 10 Front-Runners
agree with consumers’ expectation to be
incentivized for use of their personal data

11. 11Perform Yet Smarter | Lanny Cohen | CWIN, Sept 2018 © 2018 Capgemini. All rights reserved.
Four pillars of AI to Transform Customer Experience
APPLIED AI
+
HUMANIZED CX
=
BRAND AFFINITY
Use AI to relieve employees of repetitive tasks and
to support them in decision making,
improving their focus on customer-facing
interactions requiring emotional intelligence
Combine chat, voice or any other natural
language interface to transform user
interactions into human conversations
Capture customers’ data to turn them into
actionable insights of their needs, expectations
and brand empathy, employ those insights to
provide value
Deliver unique experiences and personalized
content to each customer, meeting, anticipating
and foretelling their expectations
Employee intelligence augmentation Customer understanding
Conversational interfaces Predictive personalization

12. Presentation Title | Author | Date © 2018 Capgemini. All rights reserved.
Our Ambition and Response to the
Market
Scaling first successes into enterprise-wide
AI-driven transformation programs

13. © Capgemini 2018. All rights reserved |Presentation Title | Author | Date
Our ambition is to become the
premier AI-Infused IT services
and consulting company
in the World

14. © Capgemini 2018. All rights reserved |Presentation Title | Author | Date 14
Introducing
Execute
Accomplish
Effect
Mobilizing the Enterprise
and Its Stakeholders to
Realize Superior,
Sustainable and
Trusted Business
Performance from a
Critical Technology
Disruption

15. © Capgemini 2018. All rights reserved |Presentation Title | Author | Date
Focus Portfolio AI AdoptionPlatforms

16. © Capgemini 2018. All rights reserved |Presentation Title | Author | Date
Purpose Built
Performance Driven
Sector Domain
Based
AugmentAutomate Assist Disrupt
USECASESAIAPPLICATION
FOCUS

17. © Capgemini 2018. All rights reserved |Presentation Title | Author | Date
ACTIVATE TRANSFORM RE-IMAGINE
Acute Client
AI Challenges
Capgemini End-to-End
Capabilities
PORTFOLIO

18. © Capgemini 2018. All rights reserved |Presentation Title | Author | Date
PLATFORMS
IP
Sectors &
Global
Business
Lines
AI
Academy Ecosystem Delivery

19. © Capgemini 2018. All rights reserved |Presentation Title | Author | Date
Services Portfolio &
Commercial Models
Partners & Ecosystem
AI-Ready
Capabilities & Talent
Go to Market Tools &
Sales Enablement
AI-Capabletosell
IP & Solutioning
Capabilities & Talent
Platforms,
Accelerators
AI-Capabletodeliver
Offers
Business Models
AI-Embedded
Resource
Supply Chain
Contract
Management
Knowledge
Management
Account/Sales
Management
RecruitingInternal Functions:
AI ADOPTION

20. © Capgemini 2018. All rights reserved |Presentation Title | Author | Date
Become the #1 AI-Infused IT Services and Consulting Company
SPEED SCALE CERTAINTY TRUST INTELLIGENCE
Superior, sustainable and trusted business performance from a
critical technology disruption
Ambition
Response
Principles
Impact

21. CW
IN
CAPGEMINI
WEEK OF
INNOVATION
NETWORKS
Applied Innovation in Action:
AI Case Study with DVSA

22. We explored how the driving theory test could be
taken from home, ensuring a compelling user experience
while preventing and detecting fraud. Our app used a
multi-layer AI approach bringing voice verification,
object recognition, noise detection, typing DNA and facial
recognition to support the future digital test.
Bringing the future of the driving theory test
to life
DVSA

23. The Future of the Driving Theory Test with DVSA:
Artificial Intelligence at the Core
Applied Innovation in Action

24. 24Our AI Ambition | 2018 Analyst Day – NYC | September 20, 2018 © 2018 Capgemini. All rights reserved.
Through Perform AI,
enterprises are capable
of more than they first
thought or ever
envisioned…