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Augmented service

Research tells us that consumers happily make additional purchases from a company after a positive customer service experience. We all know that consumers have chosen, recommended, or paid for a brand that provides a personalized service or experience.  

Everyone loves great customer service. As a business, you know that service excellence builds brand loyalty and advocacy. As customers, we’ve all had that warm feeling when someone in a call center or physical store gives us an amazing customer experience. And the concept of customer service is nothing new, dating back hundreds of years.  

So, when you consider this longevity and broad recognition of its value, why does customer service repeatedly fail to deliver on customer expectations?
 
With Augmented Service, we can help you create and maximize value for your customers and your brand. e help you redefine your customer service strategy, from a cost center to a proactive and results-oriented function that generates business value. We empower your workforce with augmented tools while supporting your customer service operations, and monitoring and optimizing performance. 

“As brands are redefining their approach towards building and retaining their relationship with their customers, customer service plays a crucial role. Facing enormous operational challenges to ‘do more with less’ and win market share in rapidly changing markets, brands must provide a consistent and engaging customer experience across all channels and business lines.”

Christian Schacht, Global Offer Lead Augmented Service

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    Positioning the Red Eléctrica group as a leader in sustainability

    Monetizing the positive impact of sustainability as part of goal to be leaders in Circular Economy by 2030

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      What we do

      Transform your field service

      We ensure personalized care, service convenience, and quality – and enable your field service reps to resolve issues promptly while delivering effective communication.

      Field service leaders need to manage asset lifecycle, agent skills, contractor management, and much more. They also want to increase the efficiency and speed of their technicians while meeting stringent health and safety standards.

      We help you transform your field service into a profit center and a customer engagement channel. We help you improve performance across your assets and service agents, while delivering a connected service experience. Our end-to-end approach helps you to make the most of new technology opportunities, so your field agents can provide better customer service while you maintain margins – and grow.

      Enhance your next-generation contact center

      Empower your customer contact center to deliver on customer engagement, operational efficiency, and other business outcomes – all at the same time.

      In a competitive world, contact centers need to embody the brand experience while engaging with customers across many channels and contributing to business results. At the same time, they seek operational excellence while making best use of resources.

      We help you develop a next-generation contact center that captures and understands your customers’ feedback and sentiments in real time. It employs qualification and smart routing, workforce optimization, augmented agents, outbound interaction management, and outsourcing management. It also enables you to deliver efficient, accurate, and personalized responses, and gives opportunities to push up and cross-sell.

        Connected field services

        Enhancing efficiency and customer experience

        Learn More

        Microsoft digital contact center of future

        Reinventing customer service with Capgemini and Microsoft

        Learn More

        A new era of customer experience with generative AI

        Empower the next level of CX engagement

        Read more

        Augmented service for energy and utilities

        Does your organization still see customer service as a cost center? Well, it’s now time to revolutionize your customer service function

        Learn more

        Citizen services for tomorrow’s digital government

        Citizen services: Human-centered by design

        Find out more

        Field service lightning accelerator

        Built on Salesforce Service Cloud, our solution elevates the capabilities of your field-service organization – and address the pain-points.

        Digital customer interactions

        Drive enhanced engagement and loyalty through delivering a frictionless customer experience.

        See our brochure

          Research and insights

          Point of view

          Effective investment in generative AI for marketing
          Point of view

          Intelligence turns bank contact centers into value creators
          Report

          Generative AI in organizations
          Point of view

          Imagining a new era of customer experience with generative AI
          Point of view

          Banking on empathetic customer connections: why it’s worth it

          Expert perspectives

          Customer experience

          Elevating the customer experience creates a competitive edge  

          Oct 23, 2024
          Customer experience

          Creating a loyal experience for customers in banking

          Vinay Patel
          Sep 25, 2024
          Customer experience

          Gen Z prefers connected shops – are you ready for it?

          Sep 3, 2024

          Meet our experts

          Arnaud Bouchard

          Head of Strategic Deals and Business Development, Global Digital Customer Experience; Augmented Service offer Leader
          With 22 years of strategic and operational consulting experience, Arnaud has been a transformative force since joining Capgemini Invent in 2010. He contributed to the launch the Marketing and Sales practice in France, leading to its evolution into Frog, and spearheaded DCX France, and managed the Automotive French Market Unit. Now in his current role, he focuses on boosting the business and technology transformation of our clients in the worldwide field of CX.

          Christian Schacht

          Vice President, Global Offer Lead Augmented Service; Head of Digital and ERP Financial Services
          “I have over 18 years of experience for strategy, concept, design and execution, delivering innovative Digital Transformation solutions for multiple industries. I help clients connect with customers, partners and employees and create great experiences across digital and traditional channels.”

          Darshan Shankavaram

          Executive Vice President, Digital Customer Experience Global Practice Leader
          “I have close to 30 years of domain experience, with more than ten years within Digital and Mobile. I have led product concept-to-sell, business development, pre-sales, solutioning and technical implementation of CX transformation programs.”

            Partners