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7 [AI] Steps to betterCustomer Experiences
Richard McCrossanDigital Sales
![Page 2: 7 Steps to better [AI] Customer Experiences...CUSTOMER JOURNEY Predictive engagement with customers online Self service with chatbots and voicebots Check-Out voice of the customer](https://reader030.pdfslide.net/reader030/viewer/2022041107/5f09a6317e708231d427d934/html5/thumbnails/2.jpg)
![Page 3: 7 Steps to better [AI] Customer Experiences...CUSTOMER JOURNEY Predictive engagement with customers online Self service with chatbots and voicebots Check-Out voice of the customer](https://reader030.pdfslide.net/reader030/viewer/2022041107/5f09a6317e708231d427d934/html5/thumbnails/3.jpg)
Genesys confidential and proprietary information. Unauthorized disclosure is prohibited. 3
TOO SLOWDISCONNECTED
JOURNEY MOMENTS
ILL-EQUIPPED RESOURCES
![Page 4: 7 Steps to better [AI] Customer Experiences...CUSTOMER JOURNEY Predictive engagement with customers online Self service with chatbots and voicebots Check-Out voice of the customer](https://reader030.pdfslide.net/reader030/viewer/2022041107/5f09a6317e708231d427d934/html5/thumbnails/4.jpg)
$209B
3%
How much of your
CX budget converts?
![Page 5: 7 Steps to better [AI] Customer Experiences...CUSTOMER JOURNEY Predictive engagement with customers online Self service with chatbots and voicebots Check-Out voice of the customer](https://reader030.pdfslide.net/reader030/viewer/2022041107/5f09a6317e708231d427d934/html5/thumbnails/5.jpg)
5
![Page 6: 7 Steps to better [AI] Customer Experiences...CUSTOMER JOURNEY Predictive engagement with customers online Self service with chatbots and voicebots Check-Out voice of the customer](https://reader030.pdfslide.net/reader030/viewer/2022041107/5f09a6317e708231d427d934/html5/thumbnails/6.jpg)
6
Connecting the unconnected
Your customers want to be there instantaneously
![Page 7: 7 Steps to better [AI] Customer Experiences...CUSTOMER JOURNEY Predictive engagement with customers online Self service with chatbots and voicebots Check-Out voice of the customer](https://reader030.pdfslide.net/reader030/viewer/2022041107/5f09a6317e708231d427d934/html5/thumbnails/7.jpg)
Genesys confidential and proprietary information. Unauthorized disclosure is prohibited. 7
![Page 8: 7 Steps to better [AI] Customer Experiences...CUSTOMER JOURNEY Predictive engagement with customers online Self service with chatbots and voicebots Check-Out voice of the customer](https://reader030.pdfslide.net/reader030/viewer/2022041107/5f09a6317e708231d427d934/html5/thumbnails/8.jpg)
AI and Machine LearningAct in the now
Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.
![Page 9: 7 Steps to better [AI] Customer Experiences...CUSTOMER JOURNEY Predictive engagement with customers online Self service with chatbots and voicebots Check-Out voice of the customer](https://reader030.pdfslide.net/reader030/viewer/2022041107/5f09a6317e708231d427d934/html5/thumbnails/9.jpg)
Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.
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 match best agent
Agent Assist in real time
EMPLOYEE JOURNEY
![Page 10: 7 Steps to better [AI] Customer Experiences...CUSTOMER JOURNEY Predictive engagement with customers online Self service with chatbots and voicebots Check-Out voice of the customer](https://reader030.pdfslide.net/reader030/viewer/2022041107/5f09a6317e708231d427d934/html5/thumbnails/10.jpg)
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 11: 7 Steps to better [AI] Customer Experiences...CUSTOMER JOURNEY Predictive engagement with customers online Self service with chatbots and voicebots Check-Out voice of the customer](https://reader030.pdfslide.net/reader030/viewer/2022041107/5f09a6317e708231d427d934/html5/thumbnails/11.jpg)
Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.
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 match best agent
Agent Assist in real time
EMPLOYEE JOURNEY
![Page 12: 7 Steps to better [AI] Customer Experiences...CUSTOMER JOURNEY Predictive engagement with customers online Self service with chatbots and voicebots Check-Out voice of the customer](https://reader030.pdfslide.net/reader030/viewer/2022041107/5f09a6317e708231d427d934/html5/thumbnails/12.jpg)
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 13: 7 Steps to better [AI] Customer Experiences...CUSTOMER JOURNEY Predictive engagement with customers online Self service with chatbots and voicebots Check-Out voice of the customer](https://reader030.pdfslide.net/reader030/viewer/2022041107/5f09a6317e708231d427d934/html5/thumbnails/13.jpg)
Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.
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 match best agent
Agent Assist in real time
EMPLOYEE JOURNEY
![Page 14: 7 Steps to better [AI] Customer Experiences...CUSTOMER JOURNEY Predictive engagement with customers online Self service with chatbots and voicebots Check-Out voice of the customer](https://reader030.pdfslide.net/reader030/viewer/2022041107/5f09a6317e708231d427d934/html5/thumbnails/14.jpg)
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 15: 7 Steps to better [AI] Customer Experiences...CUSTOMER JOURNEY Predictive engagement with customers online Self service with chatbots and voicebots Check-Out voice of the customer](https://reader030.pdfslide.net/reader030/viewer/2022041107/5f09a6317e708231d427d934/html5/thumbnails/15.jpg)
Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.
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 match best agent
Agent Assist in real time
EMPLOYEE JOURNEY
![Page 16: 7 Steps to better [AI] Customer Experiences...CUSTOMER JOURNEY Predictive engagement with customers online Self service with chatbots and voicebots Check-Out voice of the customer](https://reader030.pdfslide.net/reader030/viewer/2022041107/5f09a6317e708231d427d934/html5/thumbnails/16.jpg)
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: 7 Steps to better [AI] Customer Experiences...CUSTOMER JOURNEY Predictive engagement with customers online Self service with chatbots and voicebots Check-Out voice of the customer](https://reader030.pdfslide.net/reader030/viewer/2022041107/5f09a6317e708231d427d934/html5/thumbnails/17.jpg)
Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.
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 match best agent
Agent Assist in real time
EMPLOYEE JOURNEY
![Page 18: 7 Steps to better [AI] Customer Experiences...CUSTOMER JOURNEY Predictive engagement with customers online Self service with chatbots and voicebots Check-Out voice of the customer](https://reader030.pdfslide.net/reader030/viewer/2022041107/5f09a6317e708231d427d934/html5/thumbnails/18.jpg)
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: 7 Steps to better [AI] Customer Experiences...CUSTOMER JOURNEY Predictive engagement with customers online Self service with chatbots and voicebots Check-Out voice of the customer](https://reader030.pdfslide.net/reader030/viewer/2022041107/5f09a6317e708231d427d934/html5/thumbnails/19.jpg)
Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.
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 match best agent
Agent Assist in real time
EMPLOYEE JOURNEY
![Page 20: 7 Steps to better [AI] Customer Experiences...CUSTOMER JOURNEY Predictive engagement with customers online Self service with chatbots and voicebots Check-Out voice of the customer](https://reader030.pdfslide.net/reader030/viewer/2022041107/5f09a6317e708231d427d934/html5/thumbnails/20.jpg)
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: 7 Steps to better [AI] Customer Experiences...CUSTOMER JOURNEY Predictive engagement with customers online Self service with chatbots and voicebots Check-Out voice of the customer](https://reader030.pdfslide.net/reader030/viewer/2022041107/5f09a6317e708231d427d934/html5/thumbnails/21.jpg)
Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.
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 match best agent
Agent Assist in real time
EMPLOYEE JOURNEY
![Page 22: 7 Steps to better [AI] Customer Experiences...CUSTOMER JOURNEY Predictive engagement with customers online Self service with chatbots and voicebots Check-Out voice of the customer](https://reader030.pdfslide.net/reader030/viewer/2022041107/5f09a6317e708231d427d934/html5/thumbnails/22.jpg)
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: 7 Steps to better [AI] Customer Experiences...CUSTOMER JOURNEY Predictive engagement with customers online Self service with chatbots and voicebots Check-Out voice of the customer](https://reader030.pdfslide.net/reader030/viewer/2022041107/5f09a6317e708231d427d934/html5/thumbnails/23.jpg)
Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.
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 match best agent
Agent Assist in real time
EMPLOYEE JOURNEY
![Page 24: 7 Steps to better [AI] Customer Experiences...CUSTOMER JOURNEY Predictive engagement with customers online Self service with chatbots and voicebots Check-Out voice of the customer](https://reader030.pdfslide.net/reader030/viewer/2022041107/5f09a6317e708231d427d934/html5/thumbnails/24.jpg)
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: 7 Steps to better [AI] Customer Experiences...CUSTOMER JOURNEY Predictive engagement with customers online Self service with chatbots and voicebots Check-Out voice of the customer](https://reader030.pdfslide.net/reader030/viewer/2022041107/5f09a6317e708231d427d934/html5/thumbnails/25.jpg)
Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.
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 match best agent
Agent Assist in real time
EMPLOYEE JOURNEY
![Page 26: 7 Steps to better [AI] Customer Experiences...CUSTOMER JOURNEY Predictive engagement with customers online Self service with chatbots and voicebots Check-Out voice of the customer](https://reader030.pdfslide.net/reader030/viewer/2022041107/5f09a6317e708231d427d934/html5/thumbnails/26.jpg)
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: 7 Steps to better [AI] Customer Experiences...CUSTOMER JOURNEY Predictive engagement with customers online Self service with chatbots and voicebots Check-Out voice of the customer](https://reader030.pdfslide.net/reader030/viewer/2022041107/5f09a6317e708231d427d934/html5/thumbnails/27.jpg)
Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.
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 match best agent
Agent Assist in real time
EMPLOYEE JOURNEY
![Page 28: 7 Steps to better [AI] Customer Experiences...CUSTOMER JOURNEY Predictive engagement with customers online Self service with chatbots and voicebots Check-Out voice of the customer](https://reader030.pdfslide.net/reader030/viewer/2022041107/5f09a6317e708231d427d934/html5/thumbnails/28.jpg)
RETAILERPotential +7% revenue increase identified
FLIGHT RESERVATIONSPotential +40% revenue uncovered
See what you could win:
Improved CSAT 61%
Increased agent productivity 66%
Increased agent satisfaction 69%
Build a bot workshop
Where to start?
![Page 29: 7 Steps to better [AI] Customer Experiences...CUSTOMER JOURNEY Predictive engagement with customers online Self service with chatbots and voicebots Check-Out voice of the customer](https://reader030.pdfslide.net/reader030/viewer/2022041107/5f09a6317e708231d427d934/html5/thumbnails/29.jpg)
See what you can win
Act
NOW
![Page 30: 7 Steps to better [AI] Customer Experiences...CUSTOMER JOURNEY Predictive engagement with customers online Self service with chatbots and voicebots Check-Out voice of the customer](https://reader030.pdfslide.net/reader030/viewer/2022041107/5f09a6317e708231d427d934/html5/thumbnails/30.jpg)
These brands saw what they could win
