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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 and transform it into a growth engine.

Energy and utilities customers always expect a great service experience with every new interaction; however, 75%* of customers believe it takes too long to reach a live agent, while 72%* are frustrated at having to explain their issue multiple times due to poor customer service and a lack of omnichannel presence.

At Capgemini, we’re empowering your service agents to proactively address customers’ expectations and future needs. Rich, data-driven insights to identify trends, unmet needs, and opportunities are enabled. 

Augmented Service helps energy and utilities players in four ways:

  • Customer data is consistent, complete, and merged to generate value for current and new business propositions
  • AI and big data address customers’ needs and personalized interactions
  • Deeper customer insights and understanding lead to higher NPS and revenue
  • Enterprise agility improves

Meet our experts

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.”

Carl Haigney

Expert in IT/BPO and Consulting space, Utility Industry Transformation
I lead our global partnership with Centrica, responsible for the continued development and delivery of propositions and innovation which combine our breadth of expertise from consulting to application and outsourcing services. My experience within technology solutions is supplemented by a detailed knowledge of the outsourcing market and management of key IT, consulting and BPO services – developing and applying solutions to major business issues with managed risk and ongoing performance improvement. Many of the solutions have been ‘heart of the industry’ business critical systems.