Capgemini – From Hype to Habit: How Consumers Are Embracing AI

This report examines the evolving consumer attitudes toward AI over the past two years.

It focuses on the integration of AI into daily life, alignment with consumer needs, and its impact on consumer satisfaction. The report analyzes adoption rates, usage patterns, and key challenges such as trust, privacy, ethical concerns, and sustainability. It offers insights for business and technology leaders in B2C sectors to better align AI innovations with consumer expectations, foster trust, and add value in the post-digital age. The role of Gen Z in driving the AI revolution and AI's transformation of the shopping experience are also highlighted. The research is based on a survey of 10,000 consumers aged 18 to 80 from 13 countries across the Americas, Europe, and Asia-Pacific.