connecting moments across marketing, sales & service€¦ · annual returns long/short...

Connecting Momentsacross marketing, sales & service

Keith Pearce

Senior VP Corporate Marketing

What is a connected moment?

Know EngagePredict

Consumers growing expectations for companies to meet

their ‘always connected attitude’ has reached a tipping

point that leads to disconnected customer experiences

and untapped customer lifetime value.

Genesys confidential and proprietary information.

Unauthorized disclosure is prohibited.

Customer Experience = Brand Experience

97% of customers globally are

multichannel users, customers

use 5.6 channels on average.

— NICE and BCG, 2016

51% of consumers have switched

brands in the past year due to

poor customer service.

— Accenture Global Consumer Pulse

Research, 2016

81% of consumers are willing to pay

for a better experience

— Capgemini, 2017

Genesys confidential and proprietary information.

Unauthorized disclosure is prohibited.

The winner takes it all

Genesys confidential and proprietary information.

Unauthorized disclosure is prohibited.

The winner takes it all

Genesys confidential and proprietary information.

Unauthorized disclosure is prohibited.

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April 00 December 2016

Annual returns long/short Portfolio vs S&P 500

Sources: C. Fornell, F. V. Morgeson III and G. T. M. Hult. "Stock Returns on Customer Satisfaction Do Beat the Market: Gauging the Effect of a Marketing Intangible." Journal of Marketing. May

2016. | American Customer Satisfaction Index (ACSI) Stock Portfolio | Standard & Poor's Ratings Services S&P 500.

S&P 500

$157

American Customer

Satisfaction Stock Portfolio

$760

The digital divide

WeChat

Genesys confidential and proprietary information.

Unauthorized disclosure is prohibited.

What is the winning strategy?

Genesys confidential and proprietary information.

Unauthorized disclosure is prohibited.

Marketing

Sales

Service

Customer

Engagement

Employee

Engagement

CX value creation framework

Genesys confidential and proprietary information.

Unauthorized disclosure is prohibited.

CX value creation framework

Design connected

moments

Meet the new brand

imperative

From profiling & data

exploitationTo engaging customers

with relevance & value

Shape the customer

journey in real timeProvide consistent &

personalized experience

Know Engag

ePredict

The investment divide needs to change

CRMCustomer Relationship Management

CEPCustomer Engagement Platform

CRM Market source: https://www.gartner.com/newsroom/id/3871105

CEP Market source: https://www.gpg-callcenter.com/en/blog/global-contact-center-market-

exceed-usd-9-7-billion-2019-according-technavio/

The best brands connect with Genesys

8.2% online sales

increase10% handle time

reduction

25% increase in inside

sales efficiencyGenesys confidential and proprietary information.

Unauthorized disclosure is prohibited.

Top global brands use Genesys

Kanter Millward Brown, World’s Most Valuable Brands, NOV

‘17

Genesys confidential and proprietary information.

Unauthorized disclosure is prohibited.

Determine Call to Action

Thank youKeith Pearce

Senior VP Corporate Marketing