Post on 17-Jul-2020
Make CX Count!
Richard McCrossanDigital AI Sales
Customer Experience needs to
Find new customers
Win new customers
Keep existing
customers
foundwonkept
Look at what you could have
Genesys confidential and proprietary information. Unauthorized disclosure is prohibited. 5
Spot moments
that matter
Act at the moment that
matters
Make the moment
count
$209B
3%
How much of your
CX budget converts?
7
Connecting the unconnected
Your customers want to be there instantaneously
Employee journey
Customer journey
Predictive engagementwith customers online
Self service withchatbots and voicebots
Check-Outvoice of the customer
Optimize agent skills viaPerformance DNA
AI-poweredforecasting & scheduling
Predictive Routingfor best agent match
Agent Assist in real time
Automate post interaction work
Business intelligence withinteraction analytics
How companies are trying to solve the problems
9
Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.
Go beyond targeting to true
personalisation
Recognise moments that matter
Act at the moment that matters
Make the moment count
5% loyalty increase can lead to 25% - 95%
increase in profits (HBR)
Genesys confidential and proprietary information. Unauthorized disclosure is prohibited. 11
Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.
CUSTOMER EXPERIENCE POWERED BY AI
Predictive online engagement
Self serviceVoice of the
customer
Optimize agent performance
Outcome based scheduling
Learn
Agent Assist EMPLOYEE EXPERIENCE POWERED BY AI
Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.
CUSTOMER EXPERIENCE POWERED BY AI
Predictive online engagement
Self serviceVoice of the
customer
Optimize agent performance
Outcome based scheduling
Learn
Agent Assist EMPLOYEE EXPERIENCE POWERED BY AI
Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.
EMPLOYEE JOURNEY
CUSTOMER JOURNEY
Predictive engagementwith customers online
Self service withchatbots and voicebots
Check-Outvoice of the customer
Optimize agent skills via Performance DNA
AI-poweredforecasting & scheduling
Automate post interaction work
Business intelligence with interaction analytics
Predictive Routing for best agent match
Agent Assist in real time
Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.
CUSTOMER EXPERIENCE POWERED BY AI
Predictive online engagement
Self serviceVoice of the
customer
Optimize agent performance
Outcome based scheduling
Learn
Agent Assist EMPLOYEE EXPERIENCE POWERED BY AI
Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.
CUSTOMER JOURNEY
EMPLOYEE JOURNEY
Predictive engagementwith customers online
Self service withchatbots and voicebots
Check-Outvoice of the customer
Optimize agent skills via Performance DNA
AI-poweredforecasting & scheduling
Automate post interaction work
Business intelligence with interaction analytics
Predictive Routing for best agent match
Agent Assist in real time
Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.
CUSTOMER EXPERIENCE POWERED BY AI
Predictive online engagement
Self serviceVoice of the
customer
Optimize agent performance
Outcome based scheduling
Learn
Agent Assist EMPLOYEE EXPERIENCE POWERED BY AI
Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.
CUSTOMER JOURNEY
EMPLOYEE JOURNEY
Predictive engagementwith customers online
Self service withchatbots and voicebots
Check-Outvoice of the customer
Optimize agent skills via Performance DNA
AI-poweredforecasting & scheduling
Automate post interaction work
Business intelligence with interaction analytics
Predictive Routing for best agent match
Agent Assist in real time
Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.
CUSTOMER EXPERIENCE POWERED BY AI
Predictive online engagement
Self serviceVoice of the
customer
Optimize agent performance
Outcome based scheduling
Learn
Agent Assist EMPLOYEE EXPERIENCE POWERED BY AI
Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.
CUSTOMER JOURNEY
EMPLOYEE JOURNEY
Predictive engagementwith customers online
Self service withchatbots and voicebots
Check-Outvoice of the customer
Optimize agent skills via Performance DNA
AI-poweredforecasting & scheduling
Automate post interaction work
Business intelligence with interaction analytics
Predictive Routing for best agent match
Agent Assist in real time
Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.
CUSTOMER EXPERIENCE POWERED BY AI
Predictive online engagement
Self serviceVoice of the
customer
Optimize agent performance
Outcome based scheduling
Learn
Agent Assist EMPLOYEE EXPERIENCE POWERED BY AI
Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.
CUSTOMER JOURNEY
EMPLOYEE JOURNEY
Predictive engagementwith customers online
Self service withchatbots and voicebots
Check-Outvoice of the customer
Optimize agent skills via Performance DNA
AI-poweredforecasting & scheduling
Automate post interaction work
Business intelligence with interaction analytics
Predictive Routing for best agent match
Agent Assist in real time
Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.
CUSTOMER EXPERIENCE POWERED BY AI
Predictive online engagement
Self serviceVoice of the
customer
Optimize agent performance
Outcome based scheduling
Learn
Agent Assist EMPLOYEE EXPERIENCE POWERED BY AI
Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.
CUSTOMER JOURNEY
EMPLOYEE JOURNEY
Predictive engagementwith customers online
Self service withchatbots and voicebots
Check-Outvoice of the customer
Optimize agent skills via Performance DNA
AI-poweredforecasting & scheduling
Automate post interaction work
Business intelligence with interaction analytics
Predictive Routing for best agent match
Agent Assist in real time
Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.
CUSTOMER EXPERIENCE POWERED BY AI
Predictive online engagement
Self serviceVoice of the
customer
Optimize agent performance
Outcome based scheduling
Learn
Agent Assist EMPLOYEE EXPERIENCE POWERED BY AI
Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.
CUSTOMER JOURNEY
EMPLOYEE JOURNEY
Predictive engagementwith customers online
Self service withchatbots and voicebots
Check-Outvoice of the customer
Optimize agent skills via Performance DNA
AI-poweredforecasting & scheduling
Automate post interaction work
Business intelligence with interaction analytics
Predictive Routing for best agent match
Agent Assist in real time
Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.
CUSTOMER EXPERIENCE POWERED BY AI
Predictive online engagement
Self serviceVoice of the
customer
Optimize agent performance
Outcome based scheduling
Learn
Agent Assist EMPLOYEE EXPERIENCE POWERED BY AI
Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.
Go beyond targeting to true
personalisation
Recognise moments that matter
Act at the moment that matters
Make the moment count
Experience as a Service by Genesys
RETAILERPotential +7% revenue increase identified
TELCOPotential 2x revenue identified
See what you could win:
Improved CSAT 61%
Increased agent productivity 66%
Increased agent satisfaction 69%
Build a bot workshop
Fast start
See what you can win – identify the moments that matter
Act in the moment that matters
Make the moment that matters count