Artificial intelligence (AI) is giving customer experience a shot in the arm. Organizations are increasingly adopting conversational chatbots for providing customer service. Airports around the world are investing in mobile androids that help travelers with directions. Hotels are experimenting with voice-assisted in-room controls. How consumers engage with businesses is evolving dramatically and organizations are using this technology to achieve a range of business goals. To understand AI’s impact on customer experience in particular, our new research, The Secret to Winning Customers’ Hearts with Artificial Intelligence: Add Human Intelligence, explores how consumers perceive AI and which interactions they believe could be better delivered by humans, which by AI, and which by a mix of humans and AI. In this podcast, Jerome Buvat, Head of Capgemini's Digital Transformation Institute gives us a glimpse into the key findings. Download the report: The Secret to Winning Customers’ Hearts with Artificial Intelligence: Add Human Intelligence. https://goo.gl/nxAUZS

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