Cognizant and Google Cloud Unveil Agentic Retail CX with Gemini Enterprise

Cognizant and Google Cloud Transform Retail with AI

Cognizant, based in New Jersey, USA, has launched a groundbreaking AI-driven contact center solution called 'Agentic Retail CX', leveraging Google Cloud's 'Gemini Enterprise for Customer Experience (CX)'. Designed specifically for retailers, this solution aims to enhance customer interactions by delivering personalized omnichannel experiences, reducing operational costs, and increasing employee productivity. Additionally, it facilitates the acceleration of agent-based AI deployment across the retail value chain.

Today's consumers are experiencing rapid shifts in their needs and expectations. Retailers are under immense pressure to provide quick, seamless, and personalized experiences at every touchpoint. According to a 2024 Forbes survey, 81% of consumers prefer brands that offer personalized experiences, and 70% believe it's crucial for companies to keep track of their past interactions. Personalization has thus become a fundamental expectation in the retail industry.

However, as retailers strive to meet these expectations, they often encounter structural barriers, such as the integration of omnichannel solutions, which limit value creation. Many technology investments fail to yield satisfactory results. A report from Lucintel predicts that the contact center market will see an average annual growth rate of over 13% from 2025 to 2031. In this context, Cognizant's 'Agentic Retail CX' deploys a unique 'AI Builder' approach, empowering retailers to transform their investments in AI into measurable outcomes tailored to their operational frameworks.

This service is among the first contact center solutions specifically built for enterprise-scale agent-based AI, combining the expertise of Cognizant in the retail sector with Google Cloud's Gemini Enterprise for CX. This integration deploys AI-driven capabilities that assist human-driven workflows within actual customer environments. As a result, businesses can achieve 70-85% containment rates, advance large-scale customer trust, and enhance efficiency with stable AI self-service options, seamless omnichannel engagement, and highly optimized recommendations.

Ben Wiener, Global Head of Cognizant Moment, emphasized, "Customers in retail are not seeking more channels; they want a stress-free experience. Contact centers represent moments of truth for brands, where trust can be gained or lost. By implementing agent-based AI at these critical junctures, 'Cognizant Agentic Retail CX' facilitates swift resolutions, smarter assistance, and human advisors enhanced by AI—essentially delivering what people truly desire. If executed correctly, efficiency and customer loyalty will naturally follow."

This innovative solution stems from a deep and active collaboration between Cognizant and Google Cloud, aiming to transform AI capabilities seamlessly into retail outcomes that businesses can adopt, measure, and scale.

Victor Morales, Vice President of Global Systems Integrator Partnerships at Google Cloud, noted, "Agent-based AI holds the potential to revolutionize the retail industry, providing better outcomes for both consumers and businesses. This partnership, combining 'Gemini Enterprise for CX' with Cognizant's deep industry knowledge and AI expertise, exemplifies how companies can modernize customer service and create optimized, efficient experiences that foster lasting loyalty."

Initial customer case studies validate the impact of this solution. Major online grocery and delivery company Ocado Retail successfully operates exceptional contact center operations utilizing 'Gemini Enterprise for CX'. Kieren Johnson, IT Chief of Ocado Retail, stated, "'Gemini Enterprise for CX' has been instrumental in defining what an AI-driven modern customer experience looks like for us. By incorporating conversational intelligence and real-time insights into our operations, we've improved customer engagement at every touchpoint. This transformation reflects our commitment to offering customers a smarter, simpler experience, facilitated through Cognizant's robust execution capabilities and expertise."

'Cognizant Agentic Retail CX' represents the latest service in the expanding portfolio of collaborative solutions developed through the strategic partnership between Cognizant and Google Cloud. By merging retail sector expertise with AI infrastructure, it aids retailers in bridging the gap between AI investments and effective customer impact. This initiative aligns with Cognizant's established status as a 'Google Cloud Diamond Partner' within the Google Cloud Partner Program and is associated with the announcement of the dedicated 'Gemini Enterprise Practice' established in collaboration with Google Cloud. Furthermore, this long-standing collaboration has garnered high recognition, winning the 'Global Data & Analytics' and 'Service & Industry Solutions: Healthcare & Life Sciences' categories at the 2026 Google Cloud Partner of the Year Awards.

Cognizant was also recognized as a leader in the 'Everest Group Google Cloud Services PEAK Matrix® Assessment 2026' by the leading analyst firm Everest Group, reflecting its strong market influence, vision, and capabilities. For more details, please visit Cognizant's Google Cloud partner page.

About Cognizant

Cognizant (NASDAQ: CTSH) serves as a full-stack AI solution provider, acting as a bridge between AI investments and corporate value for its clients. Leveraging its deep industry, business process, and engineering expertise, Cognizant integrates organization-specific business environments into technology systems, maximizing human potential and delivering tangible results. With this support, global businesses can stay ahead in a rapidly changing world. For further information, visit www.cognizant.com or follow @cognizant.