Conversational assistants are here to stay, making everything from boiling an egg to making a payment that much easier. And consumers expect more of them day by day. If they meet these growing expectations, conversational assistants are in a position to transform the customer experience landscape. But do organizations have the customer centricity and organizational capabilities necessary to deploy these technologies successfully?

In the latest research report from the Capgemini Research Institute, we talked to over 12,000 consumers who’ve used and continue to use voice and/or chat assistants, and to 1,000 executives from consumer products and retail, financial services, and automotive companies to uncover how organizations and consumers are embracing voice and chat assistants. Their answers may surprise you.