Turning AI into

concrete value:
the successful
implementers’ toolkit

AI is already transforming how organizations do business,

manage customer relationships and stimulate
groundbreaking innovation
AI is driving significant benefits across the organization

Influencing Boosting Engaging Generating

sales operations the customer insights

Cosabella, a luxury Harley-Davidson Siemens’ neural KLM, the Dutch

lingerie-retailer’s used AI in network based airline’s
AI-managed targeted AI is able to AI-assisted
marketing platform marketing and improve the human agents
produced a increased sales emission have been able
155% increase in leads by performance of to improve
revenue 2,930% within a gas turbine customer
in a three month 3 months 20% better service efficiency
pilot than a human by 35%
expert

However, organizations are missing a bigger opportunity by

ignoring the low-hanging fruit

Over half of organizations (58%) are tackling “need to do” use cases instead of “must do” (46%), which are
of high benefit but low complexity
High

Do Case-by-Case Need to Do

34% 58%
Complexity

27% 46%

Can Do Must Do
Low

Low Benefits High

Average % share of organizations implementing any use case in the quadrant
AI use case

Our research shows that organizations implementing a large

number of “must do” use cases drive significantly higher
benefits than those implementing a smaller share

Average gain of implementers of “must do” use cases over low-implementers (percentage points)

Reduced churn 8%
26%

Reduced customer complaints 11%

25%

10%
Reduced false-positives 24%

10%
Greater legal/regulatory compliance at lower cost 23%

Increase in inbound customer leads 10%

22%

Low implementers of "must do" use cases High implementers of "must do" use cases

So, where should organizations invest in AI?

A number of “must do” use cases present lucrative
opportunities for all sectors
High

Analyze
Trading strategies Facial recognition and
consumer behavior
consumer identification
Contextual/predictive
customer care
Risk management
Network security Chat bot/virtual assistant
Model financial transaction and
consumer history
Complexity

Product or services
Fault detection and Reduce revenue churn recommendations
performance
measurement Build more profitable business models

Forecasting
Regulatory
compliance
Must Do
Use Cases
Automated trading and stock
investment
Low

Low Benefits High

How to get started with an AI strategy and roadmap?

A roadmap for making systematic progress on AI implementation in large organizations

Discover Devise Deploy Sustain

Craft a vision Start building Scale the Continuous

for what the capabilities to pilots to transformation
organization develop AI use business-wide
wants to cases scope Nurture an
achieve with AI AI/insight-driven
Launch proofs Establish culture
Explore AI’s of concept governance to
initial, high value and pilot prioritize AI
use cases and implementations projects
technologies
needed to
on selected use
cases 4
implement them
3
2
1

Interested in reading the full report? Head to:

www.capgemini.com/resources/turning-ai-into-concrete-value-the-successful-implementers-toolkit