Capgemini has announced an expanded collaboration with Google Cloud, launching a strategic initiative focused on agentic AI to transform customer experience (CX) into a powerful value driver across industries. Building on their long-standing alliance, the two companies will co-develop tailored, industry-specific AI solutions that seamlessly manage customer interactions across all channels including web, social media, and phone while also enhancing employee productivity.
Leveraging Google Cloud’s advanced AI technology, Capgemini will design intelligent, automated solutions that empower organizations to deliver more personalized, efficient, and consistent customer service. These bespoke systems will tap into deep customer insights to help businesses boost brand loyalty, improve operational efficiency, and unlock new revenue streams.
A recent study by the Capgemini Research Institute revealed that while many companies view customer service as a strategic priority, fewer than half feel prepared to implement AI and generative AI effectively within their operations. As Google Cloud’s Global Industry Solution Partner of the Year 2025, Capgemini will draw on its deep domain knowledge and technical expertise to build solutions powered by Google Agentspace and the Customer Engagement Suite with Google AI.
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These solutions will enable rapid deployment of secure, trustworthy, and interoperable agentic AI capabilities, designed to work seamlessly with clients’ existing IT environments and meet diverse industry and compliance requirements. The goal is to help businesses optimize internal processes, automate complex workflows, and proactively anticipate customer needs—driving measurable business outcomes.
“Capgemini is entering the next phase of its strategic partnership with Google Cloud and this new collaboration focuses on driving revenue for our clients by elevating customer service to a strategic value driver in industries where CX is paramount,” said Fernando Alvarez, Chief Strategy and Development Officer and Group Executive Board Member at Capgemini. “The customer service function is undergoing a transformative shift as business leaders increasingly recognize its importance in unlocking commercial potential. Agentic systems can play a key role in this, and the future of customer service will require a strategic blend of human and virtual agents, enhanced by generative and agentic AI. By understanding the potential of agentic AI and the business realities of our clients, we’re expertly placed to maximize its value and deliver genuine impact.”
“Businesses require a combination of technical expertise and advanced technology to fully realize the benefits of agentic AI within their current IT infrastructure. Through Agentspace and our new Agent2Agent interoperability protocol, our partnership with Capgemini will provide clients with AI solutions that drive long-term value across industries,” said Kevin Ichhpurani, President, Global Partner Organization, Google Cloud.