connecting moments across marketing, sales & service€¦ · annual returns long/short...
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Connecting Momentsacross marketing, sales & service
Keith Pearce
Senior VP Corporate Marketing
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What is a connected moment?
Know EngagePredict
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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.
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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.
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The winner takes it all
Genesys confidential and proprietary information.
Unauthorized disclosure is prohibited.
![Page 6: Connecting Moments across marketing, sales & service€¦ · Annual returns long/short Portfolio vs S&P 500 Sources: C. Fornell, F. V. Morgeson III and G. T. M. Hult. "Stock Returns](https://reader034.vdocument.in/reader034/viewer/2022042811/5fa2af794fce6c7dea40dc9a/html5/thumbnails/6.jpg)
The winner takes it all
Genesys confidential and proprietary information.
Unauthorized disclosure is prohibited.
$0
$100
$200
$200
$300
$400
$500
$600
$700
$800
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
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The digital divide
Genesys confidential and proprietary information.
Unauthorized disclosure is prohibited.
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What is the winning strategy?
Genesys confidential and proprietary information.
Unauthorized disclosure is prohibited.
Marketing
Sales
Service
Customer
Engagement
Employee
Engagement
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CX value creation framework
Genesys confidential and proprietary information.
Unauthorized disclosure is prohibited.
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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
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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/
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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.
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Top global brands use Genesys
Kanter Millward Brown, World’s Most Valuable Brands, NOV
‘17
Genesys confidential and proprietary information.
Unauthorized disclosure is prohibited.
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Determine Call to Action
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Thank youKeith Pearce
Senior VP Corporate Marketing