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Data and AI

2024 Generative AI in organizations

Harnessing the value of generative AI: Top use cases across industries

Download the 2024 report6 MB pdf

Organizations are accelerating their use of generative AI, and there has been an increase in investment in the technology over the last 12 months.

Eighty percent of organizations have increased their investment in generative AI since 2023, and 20% have maintained their investment level, according to Harnessing the value of generative AI – the report from Capgemini Research Institute. The report also found that 24% of organizations have integrated generative AI into some or most of their locations or functions. This represents an increase  compared to only 6% reported just 12 months ago.

Harnessing the value of generative AI: 2nd edition draws on insights from a global survey of 1,100 executives at organizations with more than $1 billion in revenue across 14 countries and 11 industries and sectors.

The report reveals that generative AI is increasingly integrated into organizations, causing changes in operational paradigms. Over the past year, adoption of generative AI has grown across all sectors, and most organizations embrace generative AI among their employees, with only 3% enforcing a complete ban on publicly available generative AI tools in the workplace.

Those organizations that have already adopted generative AI are experiencing benefits, including improved operational efficiency, enhanced customer experience, and increased sales.  

On average, organizations have seen a 6.7% improvement in customer engagement and satisfaction in the areas in which generative AI has been piloted or deployed. As a result, businesses are adjusting their strategic approaches and exploring innovative ways to harness generative AI’s capabilities.

The report also looks at AI agents and the potential they have to transform automation and productivity across sectors. AI agents, once supportive tools, now operate autonomously and can perform tasks independently. The majority of organizations (82%) plan to integrate them within 1-3 years, trusting them for tasks like email generation, coding, and data analysis. Organizations planning to implement AI agents should establish safeguards to ensure transparency and accountability for AI-driven decisions.

Download the report to learn more.

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Meet our experts

Mark Oost

Global Offer Leader, AI Analytics & Data Science
Prior to joining Capgemini, Mark was the CTO of AI and Analytics at Sogeti Global, where he developed the AI portfolio and strategy. Before that, he worked as a Practice Lead for Data Science and AI at Sogeti Netherlands, where he started the Data Science team, and as a Lead Data Scientist at Teradata and Experian. Throughout his career, Mark has had the opportunity to work with clients from various markets around the world and has used AI, deep learning, and machine learning technologies to solve complex problems.

Robert Engels

Global CTIO and Head of Lab for AI Futures and Insights & Data
Robert is an innovation lead and a thought leader in several sectors and regions, and holds the position of Chief Technology Officer for Northern and Central Europe in our Insights & Data Global Business Line. Based in Norway, he is a known lecturer, public speaker, and panel moderator. Robert holds a PhD in artificial intelligence from the Technical University of Karlsruhe (KIT), Germany.

Steve Jones

Expert in Big Data and Analytics
Steve is the founder of Capgemini’s businesses in Cloud, SaaS, and Big Data, a published author in journals such as the Financial Times and IEEE Software. He is also the original creator of the first unified architecture for Big Fast Managed data, the Business Data Lake. He works with clients on delivering large-scale data solutions and the secure adoption of AI, he is the Capgemini lead for Collaborate Data Ecosystems and Trusted AI.

Valérie Perhirin

Head of Portfolio, Partnership and Industry pre-sales, Capgemini Engineering
Valérie Perhirin leads Capgemini Engineering’s portfolio, partnerships, and pre-sales for the Industries COE. She previously led data-driven sustainability for Capgemini Group, supporting clients’ sustainable transformations. Valérie guided 2,200 experts in digital transformation at Capgemini Invent and headed AI and Big Data for Capgemini France. Her strong mathematical and technology background has enabled her to explore various aspects of the data and cloud ecosystems.