乌鸦传媒

Skip to Content

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.听听

Everyone loves great customer service. As a business, you know that service excellence builds brand loyalty and advocacy. As customers, we鈥檝e 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.听听

So, when you consider this longevity and broad recognition of its value, why does customer service repeatedly fail to deliver on customer expectations?
听
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.听

Connected field services

Unlocking field service

鈥淭oday鈥檚 enterprises could drastically modernize their contact centers by reimagining their customer service. Thanks to the power of Gen AI, a rethinking of customers鈥� 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.鈥�

Arnaud Bouchard, Head of Strategic Deals and Business Development, Global Digital Customer Experience; Augmented Service offer Leader

    Eneco eMobility supercharges its customer care with generative AI

    Working with 乌鸦传媒, the charging services provider boosted agent productivity and enhanced the client service experience by introducing Microsoft Digital Contact Center and its Copilot in Dynamics 365 for Customer Service, GenAI-powered solution

    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 乌鸦传媒, 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

    The Municipality of Oslo explores chatbots to respond to citizen requests

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

    Read more

    Co-creating a high-class customer experience for Hunkem枚ller

    Hunkem枚ller, 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

      What we do

      Enhance your next-generation contact center

      With a Gen AI-enabled Omnichannel Customer Service Hub, you can reimagine your traditional contact center and deliver a greater brand experience with every interaction.

      With our听Gen AI Omnichannel Customer Service Hub听offering, we help you transform your service function from tactical and reactive call centers to advanced omnichannel service hubs that deliver personalized, proactive, omnichannel client experiences, boost agents efficiency, effectiveness, and engagement, and unlock new revenue streams, fuel growth, and differentiate the brand.

      Transform your field service

      We ensure personalized care, service convenience, and quality 鈥� 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 鈥� and grow.

        Microsoft Digital Contact Center of future

        Reinventing customer service with 乌鸦传媒 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鈥檚 now time to revolutionize your customer service function

        Learn More

        Citizen services for tomorrow鈥檚 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.

        Life of a CMO

          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 鈥� 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
          Point of view

          Intelligence turns bank contact centers into value creators

          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 乌鸦传媒s DCX COE for Sales & Service in Sweden.

            Partners