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74% of executives believe the benefits of generative AI will outweigh theassociated concerns
Generative AI tools for chatbots, product and service design, and customer experience seen as mostrelevant for organizations

Paris, July 6, 2023 – 70% of executives believe that generative AI will enable organizations towiden the scope of the roles of knowledge workers.1 Nearly all executives (96%) recognize thatgenerative AI is a key topic in the boardroom, with the majority confirming that their leadershipare strong advocates. This is according to Capgemini Research Institute’s latest report,‘Harnessing the value of generative AI: Top use cases across industries’, which examines thetransformative force of generative AI for innovation across enterprises.
Organizations see generative AI as an opportunity to drive revenues
Despite apparent risks, such as copyright infringement or cybersecurity, 74% of executives believe that thebenefits posed by generative AI outweigh the associated concerns. While 21% anticipate a disruption in theirindustries, 40% of organizations across industries have already established teams and budget for thetechnology, with a further 49% contemplating doing so within 12 months.
The research also found:•Organizations believe that the most relevant generative AI based platforms or tools for theirindustries are chatbots for automating customer service and improving knowledge management(83%) and designing, collecting, or summarizing data (75%)•

Most executives believe that generative AI will make product and service design more efficient (78%)
and accessible (76%)•They also said it will make customer experiences more interactive and engaging (71%) or improvecustomer service with automated and personalized support (67%).

A range of further benefits within three years
Within three years’ time, and following the successful implementation of generative AI, executives foreseea range of benefits. They believe that its integration will lead to an 8% increase in sales and a 7% decreasein costs. Alongside this, those surveyed indicated that they could expect to see a 9% improvement in bothcustomer engagement and satisfaction, and operational efficiency.
“Generative AI is a transformational force for innovation in organizations, accelerating industry specific use
cases to create value, and it’s no surprise that it’s already at the top of the agenda of virtually every largeorganization,” comments Franck Greverie, Chief Portfolio Officer and Group Executive Board Member atCapgemini. “While generative AI can enable numerous benefits for businesses and employees alike, adopting
a human-centric approach while scaling the technology and implementing necessary guidelines will be key

1

Knowledge workers are defined as professionals who use their intellectual abilities and expertise to contribute value within their fields.
They rely on cognitive skills, problem-solving, and specialized knowledge.

Capgemini Press Releaseto fostering trust in the workplace. As businesses accelerate their generative AI journeys, they must prioritize
implementing it sustainably across the organization.”
The high-tech industry is leading the way in generative AI integration
Executives in the high-tech industry are the ones most convinced (84%) that the overall impact of generative
AI will be positive. Nearly 70% of executives in that industry said their organizations have generative AI
pilots underway, and 18% state that they have already implemented generative AI across some locations
or business functions. The top two use cases are 3D modelling for detailed shapes and predictive
maintenance.
The majority (67%) of executives across sectors see the most potential for generative AI in the IT function– this is particularly true within the high-tech sector which holds the largest percentage of executives (86%)
saying their organization is using or plans to use generative AI in IT. Other areas where executives see
generative AI driving value are sales (54%), and marketing and communications (48%).
The rise of generative AI will create new roles and will require investment in upskilling
According to 69% of businesses, generative AI will begin to provide concepts and initial designs for projects
and, as such, employees’ roles will shift away from ideation and creation, to review and refinement. Thissentiment was also echoed by consumers, with 70% saying that they believe generative AI will make themmore efficient at work, free them from routine tasks and enable them to explore more strategic aspects of
their job.2
The research reveals that 69% of executives believe generative AI will lead to the emergence of new roles
such as AI auditors and AI ethicists. With the introduction of new generative AI-based roles, 68% ofexecutives believe that integration of the technology into the workforce will require significant investment
in upskilling and cross-skilling of talent.
Most organizations understand the need for sustainable generative AI
Nearly 80% of organizations understand the criticality of implementing and scaling generative AI sustainably.
Alongside this, 78% of enterprises understand that generative AI can have a larger carbon footprint than
traditional IT programs. However, out of the organizations that plan to train their own models (8%), roughly
half have taken steps to mitigate their environmental impact, highlighting the need for more concrete efforts
towards sustainability.

Methodology
For this report, the Capgemini Research Institute surveyed 1,000 organizations interested in exploring
generative AI across 13 countries across the US, Europe, and Asia Pacific: UK, US, Australia, Canada, France,Germany, Italy, Japan, Netherlands, Norway, Singapore, Spain, and Sweden. Alongside this survey, they
conducted in-depth interviews with 10 industry executives. The vast majority (99%) of organizations
surveyed had annual revenue of over $1 billion, and over half (55%) had revenue over $5 billion.
About Capgemini
Capgemini is a global leader in partnering with companies to transform and manage their business byharnessing the power of technology. The Group is guided everyday by its purpose of unleashing humanenergy through technology for an inclusive and sustainable future. It is a responsible and diverse
organization of nearly 360,000 team members in more than 50 countries. With its strong 55-year heritageand deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their businessneeds, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud,2According to Capgemini Research Institute report ‘Why Consumers Love Generative AI’, June 2023

2Capgemini Press Releasedata, AI, connectivity, software, digital engineering and platforms. The Group reported in 2022 global
revenues of €22 billion.
Get The Future You Want | www.capgemini.com
About the Capgemini Research Institute
The Capgemini Research Institute is Capgemini’s in-house think-tank on all things digital. The Institutepublishes research on the impact of digital technologies on large traditional businesses. The team draws on
the worldwide network of Capgemini experts and works closely with academic and technology partners. The
Institute has dedicated research centers in India, Singapore, the United Kingdom and the United States. It
was recently ranked #1 in the world for the quality of its research by independent analysts.
Visit us at https://www.capgemini.com/researchinstitute/3Capgemini Press Release