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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

    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

    Read more

    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

    Read more

    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

    Read more

    Estes Express Lines drives growth with customer service

    In collaboration with Capgemini, Estes Express creates a 360-degree view of the customer in Salesforce to identify new opportunities

    Read more

    Aggreko puts customers first with new, fully integrated field service solution

    Capgemini helps to deliver business efficiencies, improved productivity and customer service with Field Service Lightning from Salesforce

    Read more

      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

          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

          The new rules of customer service to enable a personal, timely, and seamless 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
          Darshan is globally accountable for directing and building the Capgemini Group’s capabilities, delivery, service and portfolio for its 25,000 strong Digital Customer Experience (DCX) Practice. He has over 30 years of industry experience, including 15 years in Digital and Mobile. With his vast knowledge of business consulting, domain, and technical implementations, he has successfully led many large 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.

            Partners

            Microsoft

            Pega

            Salesforce

            SAP