Cognizant Technology Solutions and Google Cloud Bring Agentic AI to Retail's Most Critical Customer Moments with Gemini Enterprise
CTSH
Published on 04/22/2026 at 01:06 pm EDT
Cognizant Technology Solutions announced the launch of Agentic Retail CX, a new AI-powered contact center solution built on Google Cloud's Gemini Enterprise for Customer Experience (CX). Designed specifically for retailers, the solution helps brands deliver personalized, omnichannel experiences while reducing operational costs, improving employee 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 personalized experiences across every touchpoint.
According to a 2024 Forbes study, 81% of consumers prefer companies that offer personalized experiences, and 70% say it matters that brands recognize their history across interactions ? making personalization a baseline expectation in retail. As retailers work to meet these expectations, technology investments often fall short as structural barriers, like omnichannel integration, limiting value.
With the contact center market set to grow more than 13% annually from 2025 to 2031, according to Lucintel, Cognizant Agentic Retail CX applies Cognizant's AI Builder approach which is designed to help retailers move from AI investment to measurable impact, based in their deployment choices and oversight. Among the first contact center 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 bring AI-driven capabilities that assist human-led workflows into live customer environments. The result: a 70-85% containment rate through robust AI self-service, seamless omnichannel engagement, hyper-personalized recommendations and proactive outreach across abandoned carts, promotions and feedback capture, driving loyalty and efficiency at scale.
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. 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 the delivery of exceptional contact center operations.
Cognizant Agentic Retail CX is the latest in a growing portfolio of joint solutions developed through Cognizant and Google Cloud's strategic collaboration, bringing together retail domain expertise and AI infrastructure to help retailers close the gap between AI investment and customer impact. It builds on Cognizant's standing as a Google Cloud Diamond partner ? the highest tier in the Google Cloud partner program ?
and accompanies Cognizant's announcement of a dedicated Gemini Enterprise Practice established jointly with Google Cloud. This longstanding collaboration was also recently recognized with a Google Cloud Partner of the Year 2026 award in two categories: Global Data & Analytics and Services & Industry Solutions: Healthcare & Life Sciences.