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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. 

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

    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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    The Municipality of Oslo explores chatbots to respond to citizen requests

    By partnering with Capgemini, the Municipality of Oslo develops proof of concept chatbot and RPA to respond to citizen and employee requests

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    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

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    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

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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.

        A new era of customer experience with Generative AI

        Empower the next level of CX engagement

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        Microsoft Digital Contact Center of future

        Reinventing customer service with Capgemini and Microsoft

        Learn 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

        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.

        Find out more

        Digital Customer Interactions

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

        See our brochure

          Research and insights

          Point of view

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

          The new rules of customer service – Enabling a personal, timely, and seamless experience
          Point of view

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

          COVID-19 and the age of the contactless customer experience: Winning consumer trust in a no-touch world

          Meet our experts

          Niklas Jansson

          Director | Pega CTO – CTO Office – DCX Europe
          Niklas Jansson is part of the CTO Office for DCX Europe and has a strong track record and experience of working in various digital transformation and customer experience projects across various verticals as well as business and practice development. Niklas focus is on how to use technology to enable businesses create outstanding digital customer experiences and deliver transformative and business centric solutions through platforms, process orchestration, low-code, Artificial Intelligence (AI) and agile delivery.

          Niklas Korswall

          Principal Enterprise Architect
          I have more than 25 years experience driving technical evolution and digital transformation in various roles – such as CIO, PM, Advisor and Consultant – for different companies in almost all of our business verticals. Always being guided by an open and a curious mind, I use my broad skillset within Enterprise Architecture and Tech, connected to my business know-how as a springboard to help create relevant decision material to underpin truly informed decisions for digital change. At the same time I often function as a catalyst for Business Leaders in starting the implementation of the digital transformation. I am today leading Capgeminis DCX COE for Sales & Service in Sweden.

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