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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

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

    Microsoft Digital Contact Center of future

    Reinventing customer service with Capgemini and Microsoft

    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

    Field Service Lightning Accelerator

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

    Citizen Services Solution with Pega

    Citizens and businesses demand an always-on, relevant and consistent government experience. Our Citizen Services Solution delivers that.

    Digital Customer Interactions

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

      Expert perspectives

      Customer experience

      Happy or frustrated — How do your customers feel?

      Christian Schacht
      Jul 13, 2023
      Customer experience

      What’s going wrong with your customer service?

      Christian Schacht
      Oct 20, 2022

      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.”

      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.

      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.

      Hans Bracke

      Service Transformation Solutions Director (Capgemini DCX)
      “I’m passionate about service and field service, working closely with our customers to support, define and execute their service journey. Service and Field Service is increasingly core to the customer lifecycle and hence business strategy and delivery models. Here, I brings broad business expertise from enterprise architecture to business change, from user experience (customer and employee) to programme delivery to support our customers in driving business value through change and technology.”

      Milangelo Maduro

      Principal Consultant, Augmented Service Offer lead Netherlands, Business Technology Services Market lead for Consumer Products, Retail and Agriculture
      Milangelo is an action-oriented Business Consultant and Business Analyst with a proven track record in the realm of customer experience (CX). With a wealth of experience in both the private and public sectors, Milangelo has successfully helped numerous organizations overcome strategic challenges and implement end-to-end solutions.