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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.
$0
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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
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
