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Augmented service for energy and utilities
Solution

Augmented service for energy and utilities

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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

Augmented Services for Energy & Utilities

Client story

Scottish Water reimagines field services with SWIFT

Capgemini supports Scottish Water in the delivery of its Intelligent Field Force Transformation program, delivering high-quality, data-driven, and sustainable field services

Read more

Expert perspectives

Reengineering the heart of utilities with augmented service
Customer experience

Reengineering the heart of utilities with augmented service

Capgemini
Nov 10, 2022

Meet our experts

Christian Schacht

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

Carl Haigney

Vice President, Energy Transition & Utilities Leader
Leading the UK Retail Energy subsector with a further responsibility as Executive Sponsor for the SmartDCC, RECCo and Ofgem activities, from sales through to delivery, building on the long partnership approach to delivering value. In parallel, leading the Energy Transition and Utilties Sector Capability Team for Customer Experience which brings together the full go-to-market capabilities including new proposition evolution for the sector. I sit on the techUK Smart Energy board, providing an advisory services from the industry into central government and regulators.