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Capgemini Named a Horizon 3 Market Leader in HFS Horizons: Customer Experience Services, 2026

Read | Aug 25, 2026

AUTHOR(s)

HFS Research

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Key Points

Capgemini has been named a Market Leader and positioned in Horizon 3 – Ecosystem synergy and new value creation in the HFS Horizons: Customer Experience Services, 2026 report. HFS Research describes Capgemini's proposition as “domain-deep, AI-native intelligent operations for CX transformation,” reflecting its ability to combine domain expertise, technology and AI to advance customer experience transformation. Horizon 3 represents HFS' highest level of value creation, extending beyond functional and end-to-end CX transformation to the ability to create new sources of value through a OneEcosystem approach.

Customer experience is entering an AI-native era. As Gen AI and Agentic AI become increasingly central to service delivery, enterprises are looking to connect fragmented customer journeys, determine the right balance between human and automated interactions, and translate CX investments into measurable business value.

HFS Horizons Customer Experience Services 2026 – Capgemini Horizon 3 Market Leader badge

Why HFS Recognized Capgemini as a Market Leader

HFS highlights Capgemini's combination of deep domain expertise, AI-native capabilities, technology ecosystem and intelligent operations as key strengths that support end-to-end CX transformation.

The report specifically calls out Capgemini's Intelligent Business Operations (IBO) business unit, combining WNS with Capgemini Business Services. This brings together WNS' deep verticalized CX operations and transformation delivery expertise with Capgemini's technology capabilities across platforms such as Salesforce, Genesys and Snowflake, hyperscaler relationships and agentic engineering.

Key strengths highlighted by HFS include:

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Deep domain and operational expertise combined with native-stack technology capabilities

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EXPIRIUS, supporting transformation across customer journey intelligence, engagement, agent experience, analytics and automation

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A broad portfolio of AI-enabled proprietary IP spanning translation, customer journey analytics, agent experience, conversational AI and marketing

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Outcome-focused delivery with demonstrated improvements in productivity, operating costs and customer interactions

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Strong client and partner references for delivery, breadth of services and relationship quality

From CX Efficiency to AI-native Intelligent Operations

HFS identifies a fundamental shift in customer experience services: From isolated automation and assisted AI toward connected, AI-native operating models spanning the customer journey. As capabilities such as agent assist, automated quality and conversational AI become increasingly commonplace, differentiation is shifting toward proprietary data and IP, domain depth, operating models and measurable outcomes.

Capgemini's CX proposition reflects this evolution. EXPIRIUS provides a framework spanning customer journey intelligence, engagement, agent experience, analytics and automation, complemented by proprietary solutions such as TravelBuddy, SmartCollections, RAISE™, KnowRA+ and Helix across different dimensions of customer experience.

Analyst Perspective

"Capgemini has earned its Horizon 3 (Market Leader) placement in the HFS Horizons: Customer Experience Services, 2026 report for its domain-deep, AI-native approach to CX transformation. Its WNS integration unites verticalized CX operations with agentic engineering and platform strength, backed by proprietary IP in EXPiRiUS and RAISE to deliver client outcomes that span both cost and experience."
Melissa Fersht

Executive Research Leader, HFS Research

Turning Customer Experience into Measurable Outcomes

One of the clearest findings from HFS is the gap between CX ambition and realized business value. Against this backdrop, HFS highlights Capgemini's focus on outcomes. For a global consumer goods company, Capgemini consolidated delivery into a single strategic partner model, reducing total operating costs by 50 percent and voice demand by approximately 30 percent against a committed 63 percent productivity gain.

HFS Horizons: Customer Experience Services, 2026 – Capgemini positioned in Horizon 3

Download the HFS Horizons: Customer Experience Services, 2026 report to explore:

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Why Capgemini was recognized as a Leader

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Key trends shaping customer experience services in 2026

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How Gen AI and Agentic AI are re-shaping CX transformation

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Why CX is moving from operational efficiency toward measurable business outcomes

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What differentiates customer experience service providers in an increasingly AI-native market

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FAQs

1. What are customer experience services?

Customer experience services help organizations design, transform, and manage customer interactions and journeys across channels. They can include CX strategy, journey orchestration, customer service transformation, sales and marketing operations, analytics, automation, AI, customer insights, and managed services.

2. What is AI-native customer experience?

AI-native customer experience integrates AI, Gen AI, Agentic AI, analytics, and automation into customer journeys and service operations. It can help organizations deliver more personalized, proactive, and efficient experiences while connecting customer interactions with business outcomes.

3. How is Agentic AI transforming customer experience?

Agentic AI can move CX beyond individual automated tasks toward workflows where AI systems plan, execute, and verify activities across customer journeys, with human oversight where appropriate. HFS identifies agentic automation and autonomous CX as a major direction for the industry.

4. What customer experience transformation services does Capgemini provide?

Capgemini's CX services include CX strategy and experience design, customer journey orchestration, sales and revenue transformation, marketing operations, service transformation, retention and loyalty, customer insights, agent experience transformation, quality automation, AI-powered orchestration, technology integration, and managed services.

5. Why is customer journey orchestration important?

Customer journey orchestration connects interactions across channels and business functions so customers receive more consistent and contextual experiences. It helps organizations move from fragmented CX processes toward connected, end-to-end journeys.

6. How can AI improve customer service?

AI can support customer service through conversational AI, virtual agents, agent copilots, automated quality management, knowledge transformation, analytics, and workflow automation. These capabilities can improve resolution, containment, productivity, and customer experience when implemented with appropriate governance.

7. How does Capgemini approach AI-powered customer experience?

Capgemini combines CX domain expertise with technology, data, AI, and ecosystem capabilities to support AI-powered CX transformation. HFS highlights its EXPIRIUS framework, RAISE responsible AI capability and broader AI orchestration and automation capabilities.

8. What did HFS Research say about Capgemini's CX services?

HFS Research describes Capgemini as “Domain-deep, AI-native intelligent operations for CX transformation.” The report highlights its combination of operational domain expertise, technology capabilities, ecosystem relationships, and AI-driven transformation offerings.

9. What are the major customer experience trends in 2026?

Major trends include Gen AI and Agentic AI, end-to-end journey orchestration, AI-native CX at scale, ecosystem integration, workforce transformation, trust and governance, and the shift from traditional staffing models toward Services-as-Software.

10. How can enterprises measure customer experience transformation?

Organizations can measure CX transformation using metrics such as customer satisfaction, NPS, customer effort, first-contact resolution, time-to-resolution, cost-to-serve, productivity, retention, conversion, and revenue outcomes. HFS emphasizes that enterprises increasingly expect providers to connect AI investments with measurable business results.

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