Make CX Count! · 5% loyalty increase can lead to 25% - 95% increase in profits (HBR) Genesys...

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Make CX Count! Richard McCrossan Digital AI Sales

Transcript of Make CX Count! · 5% loyalty increase can lead to 25% - 95% increase in profits (HBR) Genesys...

Page 1: Make CX Count! · 5% loyalty increase can lead to 25% - 95% increase in profits (HBR) Genesys confidential and proprietary information. Unauthorized disclosure is prohibited. 11.

Make CX Count!

Richard McCrossanDigital AI Sales

Page 2: Make CX Count! · 5% loyalty increase can lead to 25% - 95% increase in profits (HBR) Genesys confidential and proprietary information. Unauthorized disclosure is prohibited. 11.

Customer Experience needs to

Find new customers

Win new customers

Keep existing

customers

Page 3: Make CX Count! · 5% loyalty increase can lead to 25% - 95% increase in profits (HBR) Genesys confidential and proprietary information. Unauthorized disclosure is prohibited. 11.
Page 4: Make CX Count! · 5% loyalty increase can lead to 25% - 95% increase in profits (HBR) Genesys confidential and proprietary information. Unauthorized disclosure is prohibited. 11.

foundwonkept

Look at what you could have

Page 5: Make CX 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. 5

Spot moments

that matter

Act at the moment that

matters

Make the moment

count

Page 6: Make CX Count! · 5% loyalty increase can lead to 25% - 95% increase in profits (HBR) Genesys confidential and proprietary information. Unauthorized disclosure is prohibited. 11.

$209B

3%

How much of your

CX budget converts?

Page 7: Make CX Count! · 5% loyalty increase can lead to 25% - 95% increase in profits (HBR) Genesys confidential and proprietary information. Unauthorized disclosure is prohibited. 11.

7

Connecting the unconnected

Your customers want to be there instantaneously

Page 8: Make CX Count! · 5% loyalty increase can lead to 25% - 95% increase in profits (HBR) Genesys confidential and proprietary information. Unauthorized disclosure is prohibited. 11.

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

Page 9: Make CX Count! · 5% loyalty increase can lead to 25% - 95% increase in profits (HBR) Genesys confidential and proprietary information. Unauthorized disclosure is prohibited. 11.

9

Page 10: Make CX 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.

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)

Page 11: Make CX 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. 11

Page 12: Make CX 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

Page 13: Make CX 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

Page 14: Make CX 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.

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

Page 15: Make CX 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

Page 16: Make CX 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 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

Page 17: Make CX 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

Page 18: Make CX 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 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

Page 19: Make CX 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

Page 20: Make CX 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 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

Page 21: Make CX 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

Page 22: Make CX 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 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

Page 23: Make CX 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

Page 24: Make CX 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 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

Page 25: Make CX 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

Page 26: Make CX 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 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

Page 27: Make CX 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

Page 28: Make CX 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.

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

Page 29: Make CX Count! · 5% loyalty increase can lead to 25% - 95% increase in profits (HBR) Genesys confidential and proprietary information. Unauthorized disclosure is prohibited. 11.

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

https://www.genesys.com/campaign/build-a-bot-workshop
Page 30: Make CX Count! · 5% loyalty increase can lead to 25% - 95% increase in profits (HBR) Genesys confidential and proprietary information. Unauthorized disclosure is prohibited. 11.

See what you can win – identify the moments that matter

Act in the moment that matters

Make the moment that matters count


Appendix A HBR - 1 - Kempsey Shire€¦ · Appendix A HBR - 1 16 Jul 2013. Appendix A HBR - 2 16 Jul 2013. Appendix A HBR - 3 16 Jul 2013

Appendix A HBR - 1 - Kempsey Shire€¦ · Appendix A HBR - 1 16 Jul 2013. Appendix A HBR - 2 16 Jul 2013. Appendix A HBR - 3 16 Jul 2013

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