Cognizant and Google Cloud Announce 'Agentic Retail CX,' an Agentic AI Solution for Retail Powered by Gemini Enterprise

Cognizant (Headquarters: New Jersey, USA; CEO: Ravi Kumar S) has announced the launch of 'Agentic Retail CX,' a new AI-powered contact center solution based on Google Cloud's 'Gemini Enterprise for Customer Experience (CX).' Designed specifically for retailers, this solution helps deliver personalized omnichannel experiences, reduce operational costs, improve employee productivity, and accelerate the adoption of agentic AI across the retail value chain. Customer needs in retail are changing rapidly, and companies are under pressure to provide fast, seamless, and personalized experiences at every turn. According to a 2024 Forbes survey*¹, 81% of consumers prefer companies that offer personalized experiences, and 70% say it's important for companies to know their history from past interactions, making personalization a basic expectation in retail. *¹'The Personalized Customer Experience: Consumers Want You To Know Them,' April 14, 2024, Forbes.com. While retailers strive to meet these expectations, structural barriers like omnichannel integration often limit value creation, leading to suboptimal returns on technology investments. According to a Lucintel study*², the contact center market is expected to grow at a CAGR of over 13% from 2025 to 2031. Against this backdrop, Cognizant's 'Agentic Retail CX' adopts the unique 'AI Builder' approach to help retailers convert their AI investments into measurable outcomes based on their own implementation methods and governance structures. *² 'Omnichannel Call Center Service Market Report: Trends, Forecast and Competitive Analysis to 2031,' July 2025, Lucintel. As one of the first contact center solutions built specifically for enterprise-scale agentic AI, this service combines Google Cloud's 'Gemini Enterprise for CX' with Cognizant's retail expertise. This allows for the deployment of AI-driven features that support human-led workflows in real customer environments. The result is a 70-85% containment rate through stable AI self-service, seamless omnichannel engagement, highly optimized recommendations, and proactive approaches to cart abandonment, promotions, and feedback collection, fostering large-scale customer trust and efficiency. 'Retail customers don't want more channels; they want a more frictionless experience. The contact center is the 'moment of truth' for a brand, where trust is either won or lost. 'Cognizant Agentic Retail CX,' built on 'Gemini Enterprise for CX,' deploys agentic AI at that very moment to deliver what people actually want: quick resolutions, smarter assistance, and AI-empowered human advisors. Get this right, and efficiency and customer loyalty will naturally follow,' said Ben Wiener, Global Head of Cognizant Moments. This solution is built on a deep and active collaboration between Cognizant and Google Cloud, aimed at converting AI capabilities into retail outcomes in a way that businesses can implement, measure, and scale. 'Agentic AI has the potential to transform the retail industry and deliver better outcomes for both consumers and businesses,' said Victor Morales, Vice President, Global System Integrator Partnerships at Google Cloud. 'This partnership proves that by combining 'Gemini Enterprise for CX' with Cognizant's deep industry knowledge and AI expertise, businesses can modernize their customer service, provide optimized and efficient experiences, and build lasting loyalty.' Early customer stories validate the solution's impact. Ocado Retail, a leading online grocery and delivery company, is leveraging 'Gemini Enterprise for CX' to achieve excellence in its contact center operations. ''Gemini Enterprise for CX' has been pivotal for us in defining what a modern, AI-powered customer experience looks like. By incorporating conversational intelligence and real-time insights into our operations, we've been able to enhance customer engagement at every touchpoint. This transformation reflects our commitment to providing a smarter, simpler experience for our customers and was made possible by Cognizant's strong execution and expertise,' said Kieren Johnson, Head of IT at Ocado Retail. 'Cognizant Agentic Retail CX' is the latest service in an expanding portfolio of joint solutions developed through the strategic partnership between Cognizant and Google Cloud. It combines retail expertise with AI infrastructure to help retailers bridge the gap between AI investment and customer impact. This initiative is based on Cognizant's status as a 'Google Cloud Diamond Partner,' the highest tier in the Google Cloud Partner Program, and is linked to the announcement of a dedicated 'Gemini Enterprise Practice' established jointly with Google Cloud. This long-standing collaboration was also highly recognized with two Google Cloud Partner of the Year awards in 2026 for 'Global Data & Analytics' and 'Services & Industry Solutions: Healthcare & Life Sciences.' Furthermore, Cognizant was recognized as a Leader in the 'Everest Group Google Cloud Services PEAK Matrix® Assessment 2026' by leading analyst firm Everest Group, a result of its strong market impact, vision, and capabilities. For more details, visit Cognizant's Google Cloud partner page (English). About Cognizant: Cognizant (NASDAQ: CTSH) is an AI Builder and technology services provider that builds full-stack AI solutions for our clients, bridging the gap between AI investment and business value. Our deep expertise in industry, business processes, and engineering allows us to embed an organization's unique business context into its technology systems. We do this to maximize human potential, deliver tangible results, and help global companies stay one step ahead in a rapidly changing world. Learn more at www.cognizant.com or follow @cognizant. ※This release is a translation of the US headquarters' 'Cognizant and Google Cloud Bring Agentic AI to Retail's Most Critical Customer Moments with Gemini Enterprise.' For more information about Cognizant Japan, please visit: https://www.cognizant.com/jp/ja/about-cognizant