Cognizant Agentic Retail CX enables retailers to deliver personalised, omnichannel experiences while improving efficiency, productivity, and customer engagement.
Cognizant has announced the launch of Agentic Retail CX, a new AI-powered contact centre solution built on Google Cloud’s Gemini Enterprise for Customer Experience (CX).
Designed specifically for retailers, the solution helps brands deliver personalised, omnichannel experiences while reducing operational costs, improving team member productivity and accelerating the adoption of agentic AI across the retail value chain.
Retail customer expectations are evolving quickly, and brands face mounting pressure to provide fast, seamless and personalised experiences across every touchpoint.
According to a 2024 Forbes study, 81% of consumers prefer companies that offer personalised experiences, and 70% say it matters that brands recognise their history across interactions – making personalisation a baseline expectation in retail.
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As retailers work to meet these expectations, technology investments often fall short due to structural barriers, such as limitations in omnichannel integration, thereby limiting their value.
With the contact centre market set to grow by more than 13 % annually from 2025 to 2031, according to Lucintel, Cognizant Agentic Retail CX applies Cognizant’s AI Builder approach, designed to help retailers move from AI investment to measurable impact, based on their deployment choices and oversight.
Among the first contact centre solutions purpose-built for agentic AI at enterprise scale, the offering combines Google Cloud’s Gemini Enterprise for CX with Cognizant’s retail expertise to deliver AI-driven capabilities that augment human-led workflows in live customer environments.
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The result: a 70-85% containment rate through robust AI self-service, seamless omnichannel engagement, hyper-personalised recommendations, and proactive outreach across abandoned carts, promotions, and feedback capture, driving loyalty and efficiency at scale.
“Retail customers don’t need more channels, they need less friction, and the contact centre is a moment of truth for a brand; a place where trust is either earned or lost, Cognizant Agentic Retail CX, built on Gemini Enterprise for CX, brings agentic AI into that moment in a way that reflects how people actually want to be treated: faster resolution, smarter assistance and a human advisor who’s better equipped thanks to AI. When retailers get that right, efficiency and loyalty will follow,” said Ben Wiener, Global Head of Cognizant Moment, Cognizant.
The solution draws on a deep and active collaboration between Cognizant and Google Cloud, one built around translating AI capability into retail outcomes that enterprises can deploy, measure and scale.
“Agentic AI has the potential to transform the retail sector and deliver better outcomes for consumers and retailers alike, this partnership demonstrates how Gemini Enterprise for CX, combined with Cognizant’s deep industry and AI expertise, can help retailers modernise their customer service and deliver the personalised, efficient experiences that build lasting loyalty,” said Victor Morales, Vice President, Global System Integrators Partnerships, Google Cloud.
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Early client usage underscores the solution’s impact. Ocado Retail, a leading online grocery and delivery company, has leveraged Gemini Enterprise for CX to support exceptional contact centre operations.
“Gemini Enterprise for CX has been instrumental in helping us redefine what a modern, AI-powered customer experience looks like for our business. By bringing conversational intelligence and real-time insights into our operations, we’ve elevated customer engagement at every touchpoint. This transformation reflects our commitment to smarter, simpler journeys for our customers – made possible through the strong execution and expertise of Cognizant,” said Kieren Johnson, Head of IT, Ocado Retail.
Cognizant Agentic Retail CX is part of a broader portfolio of solutions developed through Cognizant and Google Cloud’s collaboration, helping retailers close the gap between AI investment and customer impact.
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