Smarter Customer Service and Sales IBM and Genesys working together….

Richard McCrossan, Genesys Frank Sung, IBM

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Today’s Consumer

Connected

Always on

Social

Mobile

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The Connected Customer

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Customer Service Adoption

1 in 4 seniors 50% aged 18-32 62% satisfaction

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It’s not just devices that are

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41% are concerned about customer criticism spreading

Only 22% cite positive effects like customer service

Companies are investing in social media

out of fear – not engaging customers

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Should we fear social media?

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The stage has been set…

1M apps 1B downloads Smart phones

out strip feature phones

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Creating The New Conversation

Connect me across channels

Help me with empowered employees

Remember me and personalize accordingly my

experience

IBM & Genesys….Working Together to Deliver Smarter Commerce

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Insights from the

Global Chief Marketing

Officer Study

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We spoke with more than 1,700 CMOs

16% Communications

36% Distribution

24% Financial Services

21% Industrial

3% Public 44%

Growth markets

17% North America

35% Europe 4%

Japan

IBM Institute for Business Value

5 sectors, 19 industries 64 countries

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CMOs are underprepared to manage key changes…

Source:IBM Institute for Business Value

Growth markets

ROI accountability

Customer collaboration Privacy considerations

Regulatory considerations

Global outsourcing

Data explosion

Social media 68%

Channel and device choices 65%

Financial constraints 59%

56%

56%

56%

55%

54%

50%

Decreasing brand loyalty 57%

Shifting demographics 63%

Corporate transparency 47%

71%

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Deliver value to empowered customers

Foster lasting connections

Capture value, measure results

CMOs signaled three key domains of improvement

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CMOs still focused on transactions, not relationships

Source: IBM Institute for Business Value

61% Segmentation/targeting

54% Action/buy

46% Awareness/education

45% Interest/desire

41% Use/enjoy

40% Bond/advocate

Missed opportunity

Transaction focused Relationship focused

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Focus on customers as

individuals

Reveal preferences and

trends hidden in data

Secure customer data and

update privacy policies

Stimulate customer

relationships and offer

tangible incentives

Engage throughout the

customer lifecycle

Define a unique enterprise

identity

Engage the C-suite to

solidify corporate character

Use analytics to improve

decision making and

accountability

Increase technical and

financial know-how

Grow digital expertise with

new partners

Enhance personal financial,

technical and digital

savviness

Moving from Stretched to Strengthened

Deliver value to empowered customers

Foster lasting connections

Capture value, measure results

IBM has designed Smarter Commerce to help companies manage and adapt their buy, market, sell, and service processes, putting the customer at the center of their operations.

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Buy Drives intelligent,

adaptive and optimized extended supply chains based

on customer demand

Market Creates personalized and relevant offers

with unified cross-channel

marketing

Service Anticipates behavior

and delivers flawless customer service across all

channels

Sell Enables customers

and partners to buy what they want,

when and where

Sourcing, controlling and procurement of goods and services

Targeted and personalized marketing across all customer interactions

Selling and fulfillment of products and services across all channels

Servicing customer

needs across all interaction

channels

Market Buy

Service Sell Customer

Insight Strategy

Engagement

IBM has been expanding its software portfolio with leading technologies across the commerce process cycle. In a recent Chief Marketing Officer Study conducted by

IBM one of the key findings was that the most successful

enterprises are focusing on relationships, not just

transactions. They are using data to stimulate interest in

their organizations’ offerings and form bonds with

customers to a much greater extent than their peers in

less successful enterprises.

IBM is working with Genesys to differentiate the solutions

we offer, to heavily personalise interactions with the

customer – know their name, history of interactions, the

offers that they respond most favourably to and use this in

the multi channel conversations with them.

Store Create Order Check Status Cancel Order Initiate/Track

Return Schedule Delivery Change Order Pickup Research

Product

Create Order Check Status Cancel Order Initiate/Track

Return

Schedule Delivery or Pickup Change Order

Schedule Store Pickup

Research Product Mobile apps

Create Order Check Status Cancel Order Schedule Delivery

or Pickup Change Order Schedule Store

Pickup Research Product

Web Initiate/Track

Return

Genesys follows customers across multiple channels. Tightly integrating Genesys capability to manage end to end conversatons with IBM supply chain, analytics and marketing solutions can deliver a superior customer experience

Phone Create Order Check Status Cancel Order Initiate/Track

Return Schedule Delivery

or Pickup Change Order Schedule Store

Pickup Research Product

85% of consumers “expect a seamless experience across all channels for a retailer”1

Multi-channel shoppers spend 30% to 50% more than their single-channel counterparts, forcing traditional merchandising activities to deliver a truly transparent connection between all customer touchpoints. 2

1 Source: “Cross-Channel Brand Interaction: 2010 Consumer Preferences,” Sterling solution,

2 Source: Gartner, The 2010 Retail Handbook for Becoming Demand Driven

IBM Enterprise

Content/ Analytics

Assets

Genesys integrates with IBM software assets in real time to enable a solution that builds a heavily personalised customer experience through a best of breed call routing rules engine that works across all channels to deliver a true seamless multi channel capability

an IBM Approved Smarter Commerce Partner

Genesys Conversation Manager

Genesys Social Engagement

Genesys e-Services

Genesys Mobile Engagement

Genesys Customer

Interaction Management

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Together Genesys and IBM mask the cross-channel complexity when interacting with customers Visibility into all aspects of order management

Control over communications with customer across all channels

Fulfillment control for inventory, third party ordering, multiple options

Together we deliver Smarter Commerce

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