HOW TO DELIVER OMNICHANNEL CUSTOMER ENGAGEMENT, TODAY! , Genesys Telecommunications Laboratories, Inc. All rights reserved.

AGENDA Why omnichannel customer engagement The vision and path to success How to map your customer s journey How you can deliver seamless experiences Business benefits Success stories 2 2

WHY ARE WE TALKING ABOUT OMNICHANNEL ENGAGEMENT AND THE URGENCY TO DELIVER IT TODAY? 3 3

Digitalization The use of digital technologies to change a business model and provide new revenue and value-producing opportunities; it is the process of moving to a digital business - Gartner Digital Transformation The continuous process by which enterprises adapt to or drive disruptive changes in their customers and markets by leveraging digital competencies to innovate new business models, products, and services that seamlessly blend digital and physical and business and customer experiences while improving operational efficiencies and organizational performance - Worldwide Digital Transformation 2016 Predictions, IDC The worldwide spending on digital transformation technologies will grow more than 2.1 trillion in 2019. A 16.8% CAGR in the 2014-2019 forecast period - Worldwide Digital Transformation 2016 Predictions, IDC 4 4

DIGITAL TRANSFORMATION INVOLVES ENTERPRISE WIDE CHANGE 5

SO HOW DOES DIGITAL TRANSFORMATION RELATE TO OMNICHANNEL ENGAGEMENT? 7 7

DEFINING OMNICHANNEL Commonly used in the Retail industry to describe multi-path purchase experiences that take place across in-store touchpoints, online storefronts, and mobile applications Omnichannel CX is driven by the goal of gathering and using information and context across all engagement channels, throughout the complete customer lifecycle, for the purpose of increasing customer satisfaction, loyalty, and sales 8 8

MULTI-CHANNEL VS OMNICHANNEL Assisted Service Touchpoint Coverage CALL CENTER CONTACT CENTER OMNICHANNEL ENGAGEMENT CENTER Self-Service Touchpoint Coverage Channel Coverage 9 9

12 Years Old Video Natives Multi-Modal User Interaction/User Experience (Pokémon Go, Amazon Dash) 10 10

CX VALUE GAP 5 YEARS -40% THE COST OF DOING NOTHING 5 Year GAP THE BENEFIT OF ACTION 52% LOWER PROFITS NO MIND SHARE DECREASING MARKET SHARE INCREASING ACQUISITION COST GROWING CHURN 92% GROWING PROFITS MIND & APP SHARE INCREASING MARKET SHARE LOWER ACQUISITION COST LOW CHURN 11 11

WHAT SHOULD BE THE END STATE, THEIR VISION OF SUCCESS? 12 12

THE VISION Omnichannel involves enterprise-wide change requiring innovation in organization, customer experience, operating model, information and leadership To remain competitive and retain their digitally evolving customers, companies must undergo a significant transformation from the inside out. 13 13 2016, Genesys Telecommunications Laboratories, Inc. All rights reserved.

TOP-DOWN DIRECTIVE - BENEFITS Consistent, contextual and personalized experience unified channels Connected CX across self/assisted service channels that increase NPS, sales, satisfaction Empowered omnichannel employees omnichannel desktop Improved employee experience that results in improved productivity Aligned processes across departments Improved operational efficiency Next gen self-service Balance between cost savings and increased customer satisfaction 14 14

ROI AND BUSINESS BENEFITS OF OMNICHANNEL ACCORDING TO THE FORRESTER TOTAL ECONOMIC IMPACT STUDY, ENTERPRISES USING THE GENESYS CX PLATFORM ACHIEVE: 30% improvement in ecommerce conversions 50% reduction in customer abandonment 12.5% improvement in agent handle time 158% ROI Over Five Years Payback in 12.8 Months $20M+ Reduction in Infrastructure Costs $7600+ NPV Per Agent License 15 15

WHERE TO START? 16 16

GETTING ON THE PATH TO SUCCESS Customer Engagement Strategy Business Optimization Needs Employee Engagement Goals 18 18

CUSTOMER ENGAGEMENT STRATEGY Map journeys of specific personas Use research methods to establish accuracy Identify channels throughout those Journeys Analyze the Journeys to find pain points Design Optimized Journeys Create service blueprint and prioritized roadmap Discover, Design, Execute 19 19

EMPLOYEE ENGAGEMENT GOALS Empowering your agents Omnichannel Desktop Routing Interactions Multi-modality and proactive collaboration Omnichannel forecasting and scheduling Journey insights Can your employees summarize the company s strategy? 20 20 2016, Genesys Telecommunications Laboratories, Inc. All rights reserved.

BUSINESS OPTIMIZATION NEEDS Integration of business processes and applications Automation of the management of back office work tasks Rule-based prioritization to consistently achieve promised service levels 21 21 2016, Genesys Telecommunications Laboratories, Inc. All rights reserved.

MATURITY EXECUTION MODEL ASSESSING CURRENT STATE AND DEFINING ROADMAP CHANNELS PROCESEES EMPLOYEES SELF-SERVICE The right channels in the right touchpoints Interdepartmental processes The right set of skills and tools Simple, dynamic, effective Consistent, contextual and personalized Predictive Routing Identify all Stakeholders and their relationships Journey first, then the processes Empowered agents in all touchpoints Aligned with the strategy Connected to Assisted Service Proactive and predictive TIME FOR CHANGE, ARE YOU READY? 22 22

GENESYS CUSTOMER EXPERIENCE PLATFORM Seamless omnichannel orchestration for new and existing channels Best of breed workforce optimization and journey analytics Hyper-personalization and digital automation for marketing, sales and services Multimedia communications for contact center, back office, branch and any other knowledge worker From small to large on-premises, hybrid architectures and next-generation global cloud network 23 23

WHAT SUCCESS HAVE YOU SEEN FROM CUSTOMERS? 24 24

VODAFONE: UNLEASHING THE POWER OF OMNICHANNEL CHALLENGES Unify interactions across all customer touchpoints Differentiation through superior CX 25 25 RESULTS 18 million monthly cross- channel contacts now handled by one department 86% of customers routed to the best agent within seconds, irrespective of channel Average hold time cut by 10 seconds per interaction 50% reduction in IVR handling time This is the best contact center I could have imagined. We ve been ranked the number one Vodafone contact center worldwide. And with the new innovative channels we ve developed, we know there s a lot more to come. Jörg Knoop Head of Contact Center and Telesales Capability Vodafone Germany

AKBANK: DIGITAL BANKING WITH A HUMAN FACE CHALLENGES Meet the banking needs of a young, techsavvy population Differentiate the customer experience Improve contact center sales and efficiency RESULTS Success of Akbank Direct Banking: Direct Banking customer numbers are doubled after announcing new video-enabled mobile banking application. Our customers are shifting from voice to digital interactions. Omnichannel innovation gives customers easier ways to do business, like selfservice and web chat. Ender Durukan, Senior Vice President, Contact Centers Akbank 26 26

UPMC: HIGH-TOUCH OMNICHANNEL CUSTOMER EXPERIENCE CHALLENGES Customer segment generating 25% of business was utilizing 45% of resources Differentiate in a complex healthcare marketplace Proactively contact members who may not be getting the care or services they need 27 27 RESULTS Efficiency gains in servicing different customer segments Increased the delivery of high-touch, proactive customer experience 27% reduction in inbound call volume 96% Overall Multi-Channel Satisfaction 95% Agent Multi-Channel Knowledge 96% First Contact Resolution 93% Chat Satisfaction 93% Agent Chat Knowledge 92% First Chat Contact Resolution We re using Genesys technology to help us be more sophisticated in our service delivery, and to really understand the voice of the customer. Mary Beth Jenkins, Chief Operating Officer, UPMC Health Plan

CONCLUSION 1 Omnichannel engagement is key in the digital transformation process and your customer experience platform should support multiple channels seamlessly. To remain competitive, companies need to evolve and deliver omnichannel experiences to their customers today 2 3 Defining your customer engagement strategy, aligning your employee engagement goals and understanding your business optimization needs, can provide an actionable path to success 28 28

GET ADDITIONAL RESOURCES White Paper: Roadmap for Omnichannel Customer Engagement The Omnichannel Customer Engagement Playbook Calculate Your Omnichannel Engagement ROI in 5 Minutes! 29 For more information, visit www.genesys.com 29

THANK YOU For more information www.genesys.com Email: enterprise.programs@genesys.com Join the Conversation! Tweet us: #Gwebinar, @Genesys Genesys Blog: http://blog.genesys.com/ 30 30