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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. We 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. 

Connected field services

Unlocking field service

“Today’s enterprises could drastically modernize their contact centers by reimagining their customer service. Thanks to the power of Gen AI, a rethinking of customers’ journeys, a new digital landscape, and an adjusted operating model, brands will be able to offer a better customized omnichannel customer experience at the right points. This will enable them to handle increasing volumes, speed up resolutions, boost up-sell opportunities, and offer new services that were previously unaffordable, all while reducing the costs of operations.”

Arnaud Bouchard, Head of Strategic Deals and Business Development, Global Digital Customer Experience; Augmented Service offer Leader

    Eneco eMobility supercharges its customer care with generative AI

    Working with Capgemini, the charging services provider boosted agent productivity and enhanced the client service experience by introducing Dynamics 365 Contact Center – a Copilot-first cloud contact center, powered by Gen AI.

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    Subway drives digital transformation to deliver a better brand experience

    Iconic global brand selects Capgemini as its strategic digital-transformation partner

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    Scottish Water’s digital transformation introduces automation

    Scottish Water’s digital transformation provides a blueprint for other businesses to follow when introducing automation to bolster previously

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    HEMA creates exceptional simplicity for customer service

    HEMA wanted to offer a distinctive customer experience by becoming more customer-centric and focusing on loyalty. Working with Capgemini, HEMA implemented the Salesforce Service Cloud and Social Studio, which enabled customer service agents to gain a comprehensive, 360-degree view of shoppers

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    Co-creating a high-class customer experience for Hunkemöller

    Hunkemöller, one of the largest high-street lingerie brands in the Benelux and Germany, implements a system that consolidates all customer service agent activities into a single tool, seamlessly integrating the landscape

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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

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        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
          Point of view

          The new rules of customer service to enable a personal, timely, and seamless experience
          Point of view

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

          Connected customer platforms: End-to-end customer experience transformation to deliver value at speed for businesses and customers
          Point of view

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

          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.

          Jaime S Lightfoot

          Vice President, Head of CX Platform Solutions
          I have 17 years of experience delivering customer service solutions across multiple industries. I help clients put their customers at the center of all they do, while focusing on driving digital containment, personalized and proactive service.

          Sergey Patsko

          Data & AI for Intelligent Industry leader ​
          I partner with my clients to drive Digital Transformation through Data & Artificial Intelligence: facilitate digital strategy sessions, design thinking workshops, Data Science use cases scoping, and road-mapping. We collaborate to establish enterprise-wide AI Centers of Exellence, AI Trust framework, ways to built and deploy Machine Learning applications in production, at scale. I also run Business of AI training for CxOs.

          James Hewson

          Europe Practice Leader, Intelligent Customer Operations
          “I have over 15 years’ experience working with market leading brands to transform their customer and contact center processes. I have partnered with clients to design and implement omni-channel strategies and deliver positive people and customer outcomes.”

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