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* 1 DAY AGO | BLOG

AI BUSINESS CASE: UNDERSTANDING WHAT AI CAN DO FOR YOU

Five years ago, automation was touted as a revolution that would free humans
from many manual tasks. That prompted a lot of new product development and
ideas about how to use it, especially to reduce costs. Artificial
intelligence (AI) offers even more promise as a revolutionary technology that
can automate both simple and complex tasks. Think about all the manual
tasks contact center agents perform. In healthcare, for example, staff still
must fill out input forms for patients. It’s very likely that a bot could
handle that task before the caller engages with an agent. These types of
efficiencies and productivity improvements are becoming common across all
industries. Any manual task that’s done today has the potential to be
automated. And bots will probably do a better job than a human; they’re
faster and more accurate. This is the promise of generative AI because it
builds those efficiencies into business models. All the options available
today for AI can feel overwhelming. It can be difficult for busy business
leaders to decide which step to take first. It’s critical to spend enough
time up front building your understanding of what AI offers. The most
robust customer experience (CX) platforms offer AI in various ways. AI should
be embedded into the platform and it should be used by applications, such as
predictive routing and agent-assist capabilities. These features give you the
power and flexibility to support multiple use cases that meet your unique
business goals and create positive customer experiences. Identify Highly
Redundant Manual Tasks Most businesses already have a sense of which manual
tasks are good candidates to automate. They understand how doing so could
drive ROI beyond time savings to efficiency improvements, as well. Before
you begin developing an AI business case, it’s essential to be grounded in
practical application and use. Operational cost savings can be your anchor
point, such as when you’re automating the manual tasks that agents no longer
have to perform. Here are a few common AI use cases, by industry, that
eliminate manual tasks and more: Healthcare providers reduce the use of
manual processes, such as accessing patient health records. AI enables
managers to make decisions based on insights using data they didn’t have
access to before, including real-time occupancy rates, sentiment analysis and
call transcriptions. Insurance providers can eliminate errors in manual
rate calculations or payments, and they can make it easier to process claims
and appraisals. Using intelligent automation also helps them adhere to
compliance regulations more easily. Retailers gather customer data and
analyze it automatically in real time to provide highly personalized online
shopping experiences. It improves customer satisfaction and AI technology is
used to plan more effective marketing campaigns. Financial services
organizations are building more robust self-service capabilities using AI to
handle common customer queries. This enables agents to manage more
high-value, time-critical phone calls and complete them faster. The quality
of customer service also improves. By surfacing the right information when
needed, agents can answer questions based on recommended next-best actions to
take instead of searching through multiple databases for the right responses.
This also reduces call transfers to another agent. AI can easily automate
many other manual tasks, including data entry and analysis, employee
onboarding, and call routing before a customer even gets to an agent. Use
the ROI of AI as a Differentiator Once you’ve chosen specific use cases
that will drive savings or productivity, you can apply that information to
differentiate your business in the marketplace. When evaluating AI
solutions, businesses often begin by focusing on operational cost savings.
That’s because they are familiar with how to measure costs. In contact
centers, that might mean evaluating the productivity of agents through the
cost savings in reducing average handle time, for example. But don&#8217;t
forget that “value” is a major differentiator that encompasses more than just
saving costs. It’s also the way you engage with customers and prove you value
their time. An AI business case that includes a revenue or conversion
rate improvement is a much bigger proposal. It requires a “marketing angle”
that looks beyond the contact center to compare estimated benefits with
estimated costs. This approach gives you an opportunity to show how you can
differentiate your business for the long-term and grow your footprint against
your own competition. You’ll win with internal stakeholders when you
formalize how you’ll differentiate your business and extend customer lifetime
value. Quantifying the transformative potential of AI isn’t easy. But
showing how much you’ll increase customer satisfaction through AI-powered
self-service is a critical metric. The secondary costs of AI are also
difficult to estimate; you might not need agents with certain skills anymore,
but others will become critical. Timelines also vary considerably; some
you’ll achieve immediately while others can take months. Vendor benefit
calculators can be valuable tools for customers to estimate revenue gains and
show gains in conversion rates — as well identify any hidden costs that can
slip through traditional analytics. Simplifying Risk Mitigation The
advantages of AI are clear and well-documented. Yet, the details vary along
with the hidden costs and uncertainty because of having many options to
choose from. Mitigating risk is much easier when you understand the big
differentiators first. These will save you time and money. Embedded
Integrations Most businesses use Salesforce or other CRM systems, and they
need and expect assistance with integration. An embedded integration gives
you out-of-the-box capabilities that take the burden off IT. Integration is
simple to set up, manage and maintain. This makes it easy to adapt as your
requirements change and easy extension to other applications. And it reduces
the risks and delays associated with multiple vendors. Once deployed, it
eliminates the time spent changing from one application to another during an
interaction, which often frustrates customers and puts agents in a tough
spot. Certified Use Cases As with any innovative technology, hidden costs
can create risks. These risks might include time required for training and
upskilling staff that slow down your time to market – chipping away at
revenue goals. Starting with more certainty eliminates risks and reduces the
burden on your current staff who also might be new to deploying AI use
cases. You might have a unique use case that isn’t supported in your CX
platform, or you want to test it with a free tool. Having a technology vendor
with tested, certified and integrated partners can fill those gaps. Certified
use cases relieve your business of that task. These partners should include
other strategic vendors who can easily integrate into your new CX platform
and most new AI tools. Off-the-Shelf Applications No business has unlimited
resources. Save those resources for areas where your highly skilled employees
are most needed. When you move to an AI platform, look for pre-built
applications that are proven and use cases that matter most to your business.
Together with third-party partners and integrators, or other marketplace of
your choice, having industry-leading applications minimizes risk in your move
to AI and gets you to market quickly. When that process is simplified and
apps are easy to use, you not only save time and associated costs, but you
also address the concerns of stakeholders whose teams are expected to make
use of innovative technology. Making new tools simple makes good business
sense. The Power of Data on a Single Platform One of the primary
advantages of an AI-powered experience orchestration platform is that it
enables businesses to use their data for delivering better customer
experiences. That data is a lot easier to manage and maintain when you access
it from a single platform. This simplicity impacts many stakeholders. It
gives employees easy access to the knowledge they need to better serve
customers. It gives customers faster and more accurate responses to their
queries and journeys to purchase products and services. And it simplifies the
work that IT performs, as skills development is greatly reduced because the
platform is based on low code or no code. This speaks to the need to focus
on value: Moving to AI will give your business much more than just saving
agent time as they engage with customers. Laying AI Groundwork with an Eye
to the Future As you prepare to dive into an AI-powered platform, reducing
risk is best served through an understanding of value. By taking a
conservative approach, you can still deliver net benefits in a short amount
of time – even though ROI varies tremendously by business. During your AI
journey, remember to keep the long-term big picture in mind while grounding
your plans in practicality and value creation. With a strategic approach and
a commitment to innovation, the possibilities of AI are limitless now and in
the future. To learn more, read &#8220;How to build your business case for
AI&#8221; and learn where to focus your AI efforts to achieve results and
continue on your CX transformation.

* 6 DAYS AGO | BLOG

GENERATIONAL DYNAMICS IN THE EXPERIENCE ECONOMY: WHAT TO KNOW FOR SUCCESS

Four distinct generations comprise most of today’s consumers and workers,
each with a unique set of values, expectations and preferences. Consumers
have access to nearly every brand across the globe, and the changing world of
work offers many employees flexibility they didn’t have before. As a result,
it’s harder than ever to win loyalty from customers or employees — and easier
to lose it. In this environment, what increasingly sets an organization apart
is the overall experience they provide. Remarkable experiences delight
customers and empower employees, creating loyal customers and employees and
increasing customer retention. Deciding how to provide each generation with
the experience they expect isn’t always easy. Fortunately, some rich data can
help light the way and eliminate much of the guesswork. The forthcoming
Genesys report, “Generational Dynamics and the Experience Economy,” offers
valuable insights into consumer and employee attitudes globally. It outlines
customer service trends and gives business leaders the direction they can use
to drive experiences and strengthen customer retention strategies. Surveying
13,000 adults worldwide, our study delves into the nuanced sentiments
individuals have about how they evaluate whether to purchase from a brand,
their expectations for customer service and what they want from employers.
While you’ll have to wait for the full report in June to see everything
we&#8217;ve found, we wanted to share select findings from our survey.
Generations Weigh Criteria for Purchases When it comes to making a purchase,
every generation ranks price and quality as the two highest criteria. Beyond
that, generational preferences begin to emerge. Younger generations place
high value on the opinions of others, with 68% of Gen Z and 76% of
millennials saying they look at customer reviews and ratings. Even 62% of Gen
X share this sentiment, but only 39% of boomers say the same. Our survey
shows a similar trend across recommendations from friends and family,
third-party reviews and social media. Another critical factor is reputation,
with consumers of all ages ranking both brand and customer service
reputations highly. This suggests that brands need to think not just about
how to appeal to consumers when they’re making a purchase, but also how to
ensure that their ongoing interactions with customers are empathetic,
personalized and connected. Younger Customers Want “Channel-less” Experiences
Customer experience has a big impact on brand loyalty. As we found in our
latest State of Customer Experience survey, almost one-third (31%) of
consumers said they&#8217;ve stopped buying from a brand in the past year due
to a bad service experience. To meet customers the evolving expectations –
especially younger customers, companies should offer more digital,
asynchronous and self-service options when it comes to customer service. Gen
Z and millennials prefer digital customer service channels, including ones
they use in their daily lives like messaging apps and social media, much more
than Gen X and boomers do. For example, Gen Z and millennials prefer to
receive customer service in a mobile app by 25 percentage points over the
older cohort. Similarly, a preference for service via chatbots ranked 23
percentage points higher for younger customers. Those same preferences are
driving a marked shift toward more connected and integrated service
experiences. This transformation is most pronounced among younger consumers,
who expect — and will demand in the future — that customer service be as
seamless and integrated as other digital experiences they consume.
Millennials (71%) and Gen Z (57%) expect customer service interactions to
offer seamless transitions between different channels. Those generations also
want the ability to solve their own service concerns: Gen Z and millennials
were 15 percentage points more likely to prefer convenient self-service
options than Gen X and boomers. We also found that every generation expects
personalization across channels. And they’re willing to provide customer data
to facilitate that personalization, with younger generations being 39% more
likely to say they’re willing to share data in exchange for personalized
service. They also have higher expectations for personalization in digital
channels, with 59% of Gen Z and millennial consumers saying they expect it in
messaging and mobile apps, compared to only 42% of Gen X and boomer
consumers. The findings of our survey underscore a critical shift: Businesses
must adapt to these evolving expectations by implementing more robust digital
strategies. Customer service teams must prioritize personalization,
convenience and “channel-less” continuity to meet the needs of an
increasingly digital-first customer base and, ultimately, to boost customer
satisfaction. Personalized Experiences and Employee Expectations Our survey
found that employees across generations expect a supportive work environment,
flexibility and work-life balance. They also want opportunities for
professional growth. While expectations today are generally aligned across
generations, Gen Z and millennial employees have much higher expectations for
how much flexibility and career growth employers should offer in the future.
Looking three to five years out, Gen Z and millennial workers expect their
employers to offer more location and schedule flexibility and provide more
support for work-life balance. Greater flexibility in where and when jobs are
performed is expected by 63% of Gen Z employees and 72% of millennial
employees (as opposed to 54% of Gen X and 42% of boomers). When it comes to
employer support for work-life balance, our data shows a 14-percentage-point
difference between what Gen Z and millennials expect as compared to Gen X and
boomers. Employees See the Promise of AI Organizations’ accelerating adoption
of AI within the workplace reveals a cautiously optimistic outlook among
employees. Our research finds that younger employees, especially, view AI as
something that can enhance their work environment: 28% of millennials and 21%
of both Gen Z and Gen X employees think AI will make jobs better and more
efficient. This perspective is rooted in the belief that AI will automate
mundane tasks and provide real-time assistance, often with access to rich
data in knowledge bases. This allows employees to focus on more complex and
rewarding aspects of their jobs and on improving the customer experience.
Working alongside AI will increase job satisfaction and elevate the overall
quality of work by enabling people to focus on areas requiring genuine human
insight and creativity. The sentiment expressed in the survey reflects a
recognition of AI’s potential as a supportive tool rather than a replacement,
fostering a workplace where AI tech and human expertise coexist. Designing
the Future of Experiences Overall, the insights from our study underscore the
importance of a holistic approach to addressing generational dynamics for
organizations’ CX and EX strategies worldwide. Whether as a consumer or an
employee, people expect personalized experiences that make them feel
supported and valued. Delivering on those experience expectations is
critical, and with the right technology and an empathetic approach,
organizations can set themselves apart. We hope you find our insights helpful
in your own journey to delivering exceptional experiences for customers and
employees alike. Want to receive a copy of the “Generational Dynamics and the
Experience Economy” global report? Sign up here. Delivering Empathy and
Personalization Customers and employees across generations want empathy,
personalized experiences and shared values. AI and experience technology can
provide more contextually relevant experiences that keep employees and
customers engaged, making them both feel heard and understood. A vital
element of empathetic, personalized experiences is understanding generational
differences and how those dynamics translate into unique customer and
employee expectations. CX solutions such as AI-powered sentiment analysis can
help organizations learn how best to meet those expectations and make
customer and employee experiences feel unique. Building “Channel-less”
Journeys Customers and employees interact across multiple channels every day.
Those touchpoints are often disconnected, leading to frustration.
Organizations should use a robust CX platform to bridge channels, including
email, phone calls, chat and social media, to create contextually relevant,
channel-less journeys. AI-powered solutions can orchestrate these experiences
based on customer preferences and employees’ skills, lowering frustration,
increasing satisfaction and improving both employee and customer retention
rates.

* 1 WEEK AGO | BLOG

3 WAYS AI SUPPORTS A MULTILINGUAL CONTACT CENTER

In the contact center, reports show that 65% of agents say their cases are
more complex than a year ago, and that volumes are set to increase in the
coming year. These increases, along with a shortage of agents in the contact
center, make it more pressing to be multilingual-ready. And while some
languages are widely spoken, not every language has a large enough number of
native speakers to cost-effectively serve in your contact center. Or you
might encounter languages for speakers who are in high-cost labor
markets.This article was co-written by Jarrod Davis, Content Marketing
Manager at Cognigy, a Genesys AppFoundry Partner. In the contact center,
reports show that 65% of agents say their cases are more complex than a year
ago, and that volumes are set to increase in the coming year. These
increases, along with a shortage of agents in the contact center, make it
more pressing to be multilingual-ready. And while some languages are widely
spoken, not every language has a large enough number of native speakers to
cost-effectively serve in your contact center. Or you might encounter
languages for speakers who are in high-cost labor markets. In both cases,
artificial intelligence (AI) isn’t a nice-to-have; it’s the only viable
solution to language-related CX challenges. Let’s explore how AI can assist
your human agents to help them overcome language obstacles in customer
service, with a focus on the following: Languages with few native speakers
(e.g., Danish) Larger languages whose native speakers overwhelmingly live in
high-cost labor markets (e.g., German) Languages you cannot offshore (e.g.,
Hungarian) The challenges related to these include: High cost to serve Lack
of qualified staff Languages required in time zones outside of your business
hours Automation Contact centers have a lot of processes, most of which can
either be partially or fully automated. When serving languages with a limited
number of staff who can speak the language, it’s best to look at the process
end-to-end. The entire process involves a certain degree of language use.
With a finite number of native speakers, using them for areas like returns,
identification and verification (ID&amp;V), account information changes,
simple reservations, and more are likely wasteful. This is where
conversational AI can be used to either partially or fully automate your
high-volume, low-complexity issues. Even if you only automate the ID&amp;V
portion, you’re still saving anywhere from 30 to 90 seconds on every call in
that language. This allows you to free up a massive amount of agent time,
while simultaneously reducing agent burden and average handling time.
Real-Time Translation Native speakers in contact centers are a limited
resource and yet, every agent has the knowledge and ability to help
customers. So why does language get in the way? With real-time translation
for both voice and chat, agents who don’t speak the customer’s language, or
who only partially do, can instantly serve customers and put their knowledge
and skills to use while assisting customers quickly. When a customer
initiates contact via either voice, messaging or chat, the AI agent
automatically identifies their language and intent. For text-based
communication, the AI agent provides bidirectional translation, for example
between Turkish and English. This is also available for voice for times when,
for example, a Turkish-speaking customer calls on the phone and there is no
native speaker available to help. Using Speech-to-Text (STT), the customer’s
speech will be turned into text, translated into English and passed to the
agent who’s working out of a normal chat window — and using agent assistance.
When the human agent responds, their answer is then translated into Turkish
and finally back into voice via Text-to-Speech (TTS). Large language models
(LLMs) can be incorporated, if desired, to rephrase and formulate sentences
or aid in translation. Another option is to insert background “contact center
noises” like typing into the audio stream, which both masks latency from
third-party services and makes the overall interaction more natural. Finally,
major advances in TTS that offer near-perfect human voices combined with
LLMs, translation and AI, mean any agent can help any customer — independent
of language and channel. Agent-Assist Technologies for Non-Native Speakers
Often, contact centers have agents or new hires who speak several languages,
but not at a native level. They might be able to engage with a customer on
certain issues but don’t have the language skills to converse about more
complex issues. This also can be difficult for agents who are dealing with
back-to-back interactions for hours on end. By using AI-powered agent-assist
technologies, organizations have a range of options to take full advantage of
human agents’ skills, raising their confidence and reducing errors. Show a
translation in parallel on the agent desktop Blend of conversational AI and
LLMs provides suggested responses in the foreign language, boosting the
agent’s confidence and fluency Live transcription ensures the agent still has
access to sentiment analysis, for example Automated call wrap-up with
summarization and case creation the agent’s working language so no manual
translation is required AI and the Multilingual Contact Center Leveraging AI
to overcome language barriers is a necessity in the contact center. The
unique combination of conversational AI, generative AI and translation
technology allows you to overcome the challenges that come with multilingual
service. These AI solutions not only mitigate the high costs often associated
with multilingual support, but also empower contact centers to operate more
efficiently and inclusively. Investing in AI to overcome language obstacles
isn’t just a strategic move — it&#8217;s becoming an essential element of
maintaining competitive advantage in a global market. See real time voice
translation in this two-minute video. Learn more at Cognigy.com or visit us
on the Genesys AppFoundry® Marketplace.

* 1 WEEK AGO | BLOG

UPDATES FROM XPERIENCE 2024: THE CX EVENT OF THE YEAR

There are carrots, and then there are sticks — but sticks don’t work
particularly well. Merijn te Booij, GM of Workforce Engagement Management at
Genesys, advised his audience to “manage by carrot” and focus on employee
learning, engagement and retention strategies. Echoing a theme of the day, he
said “AI is not a technology choice, but a strategic imperative.” A Better
Way to Work: The Future of Employee Experience DENVER — Updated Tuesday, May
14, 5:00 PM — There are carrots, and then there are sticks — but sticks don’t
work particularly well. Merijn te Booij, GM of Workforce Engagement
Management at Genesys, advised his audience to “manage by carrot” and focus
on employee learning, engagement and retention strategies. Echoing a theme of
the day, he said “AI is not a technology choice, but a strategic imperative.”
Agents are transitioning to becoming knowledge workers, and that involves
answering tough questions — some of which may never have been asked before.
This is “a different way of working, and that paradigm shift is going to
happen very quickly,” added te Booij. He described what matters most to
agents: well-being, meaningful work, and recognition and rewards. And he
added that agents want long-term predictability and short-term flexibility.
Innovations such as continuous scheduling will empower them to gain more
control over their schedules than ever before. Damon Spurlock, Director,
Global Workforce Management and Command Center at TechStyleOS, followed te
Booij to describe how his company has used gamification to develop skills,
improve KPI performance, increase engagement, and improve satisfaction and
retention. He advised starting off in “silent mode” to get a preliminary
baseline. “Don’t try to do too much at once,” said Spurlock. “Continuously
have something in your back pocket so your game doesn’t get old.” TechStyleOS
shares “bite-sized” corporate information with its employees that helps them
understand how their contact center work connect to the overall business —
and how they’re making a difference. “When we build our people, they build
the business.” &#8211; Damon Spurlock, Director, Global Workforce Management
and Command Center at TechStyleOS Nathalie DeChellis, Sr. Director of Product
Marketing at Genesys, hosted a panel that closed the session with Rebecca
Wetteman, CEO and Principal at Valoir; Spurlock; and te Booij. Wetteman
described how automation can enhance work by eliminating tedious manual
tasks. “There’s a lot of work that we do that’s rote,” she said. “We can then
take that time and focus on having a more empathetic service model.”
Technology can now monitor every conversation, so that you can quickly tell —
and take action — when an employee is having a tough day, or even a tough
hour, she added.DENVER — Updated Tuesday, May 14, 1:00 PM — Excitement, mixed
with uncertainty. The roller coaster inches upward toward the top of the
track and it’s obvious that many twists and turns — and at least one sudden
drop — lie ahead. That feeling of anticipation — and apprehension — is how
many people feel about embarking on an AI journey at a time when everything
seems to be moving at lightning speed, said Brett Weigl, SVP, Product
Management for AI at Genesys. Exploring the Art of the Possible with
AI-Powered Strategies DENVER — Updated Tuesday, May 14, 1:00 PM — Excitement,
mixed with uncertainty. The roller coaster inches upward toward the top of
the track and it’s obvious that many twists and turns — and at least one
sudden drop — lie ahead. That feeling of anticipation — and apprehension — is
how many people feel about embarking on an AI journey at a time when
everything seems to be moving at lightning speed, said Brett Weigl, SVP,
Product Management for AI at Genesys. “The risks sometimes feel like they’re
everywhere,” he said. “None of us wants to be that cautionary tale.” Louise
Phillips, VP, contact centers at Virgin Atlantic Airlines, joined Weigl
Tuesday morning for a mini-keynote session how to navigate the new world of
AI possibilities as investments soar and expectations are sky-high.Weigl
shared a five-step AI adoption model that involves planning, building,
scaling, optimizing and differentiating. And Phillips shared how Virgin has
transformed its customer and employee experiences with Genesys Cloud AI. In
the wake of the pandemic, Virgin focused on reducing handle time; with
Genesys Predictive Routing, the airline saw a 15% reduction in average handle
time. Other results included a 12-point improvement in employee happiness
scores; a six-point improvement in first-contact resolution and a 25-hour
weekly productivity savings. Forty percent of the airline’s customers now use
digital channels and 30% of all social media contact now self-serve. “Be
curious,” Phillips advised the audience. “We drive that kind of culture on my
team. Don’t try to do things the way they’ve always been done. Pick something
and get the basics right. Start small. Small things really do become big
stuff.”With a Ferrari race car parked just inside the entrance of the
Xperience 2024 Community Expo as inspiration to accelerate their experience
transformation, conference attendees wasted no time filling the seats in the
two theater areas Monday evening for the sessions kicking off the show. The
rest of the hall quickly filled with customers and prospects moving from
booth to booth, getting demos and meeting partners. Xperience 2024 Races Into
Gear DENVER — Tuesday, May 14, 7:00 AM —With a Ferrari race car parked just
inside the entrance of the Xperience 2024 Community Expo as inspiration to
accelerate their experience transformation, conference attendees wasted no
time filling the seats in the two theater areas Monday evening for the
sessions kicking off the show. The rest of the hall quickly filled with
customers and prospects moving from booth to booth, getting demos and meeting
partners.During one of the opening sessions, “The Best Use Cases for
Generative AI in Customer Service,” Chris Krystalowich, VP of North America
Sales at eGain, shared several ways that knowledge authors, customer service
agents and data analysts can harness the power of generative AI. For example,
it can provide instant answers (versus a list to search through) to agents to
speed issue resolution, auto-classification of interaction types, and
author-assist designed to help authors improve knowledge articles. It can
also improve the effectiveness of prompts provided to agents during
interactions. Krystalowich also reminded his standing-room-only audience that
it’s essential to keep an expert in the loop to ensure that generative AI is
providing accurate informationAlso speaking to standing-room-only crowds in
the Expo theaters, experts from Cyara, Deepgram, Parloa, Upland Software, and
Genesys shared insight into topics, such as automating call resolution,
maximizing large language model potential and improving knowledge
management.The highlight of the evening was the big reveal of this year’s
Customer Innovation Awards. Genesys CEO Tony Bates joined Janelle Dieken, SVP
of Customer Engagement and Advocacy, and Scott Cravotta, Chief Customer
Officer at Genesys, as they announced all the winners. Bates welcomed each
winner to the front of the theater to receive their award and capture the
moment with a photo. The awards wrapped with a champagne toast to all of this
year’s award winners.

* 1 WEEK AGO | BLOG

CELEBRATING OUR 2024 CUSTOMER INNOVATION AWARDS WINNERS

For 19 years, the Genesys Customer Innovation Awards have recognized and
celebrated the remarkable accomplishments of our customers. Today, we’re
thrilled to showcase the achievements of this year&#8217;s winners; their
commitment to innovation has elevated both customer experiences (CX) and
employee experiences (EX) to new heights, delivering significant impact. We
are immensely proud of these organizations for their unwavering commitment to
providing some of the most exceptional experiences in the industry. You are
all a true inspiration to us, and we wish you a heartfelt congratulations!
2024 Genesys Customer Innovation Awards Winner Highlights Western Sydney
University CX Achiever (SMB/Mid-Market) — Most innovative CX and EX strategy
Western Sydney University is one of Australia&#8217;s leading higher learning
institutions, ranked in the top 250 universities globally and number one in
the world for its social, economic and environmental impact in the Times
Higher Education (THE) University Impact Rankings in 2022 and 2023. Its
contact centers relied on a mix of legacy technologies that couldn’t keep up
with its growing student population — leading to high call abandonment rates.
In addition, it couldn’t support digital channels, which its students use
most. In response, WSU adopted the Genesys Cloud™ platform to unify
communication methods into a single interface and expand digital channels for
student interaction. This deployment revolutionized student engagement,
empowering agents with tools for personalized and timely responses. Students
can now seamlessly initiate conversations across various channels, including
voice, messaging, SMS and WhatsApp. The digital evolution at WSU
significantly decreased voice abandonment rates by 45% and improved average
speed of answer by 65%, enhancing the overall student-agent interaction. WSU
has also seen satisfaction scores improve, with an average CSAT of 90%.
Beyond student engagement, Genesys Cloud has positively impacted the daily
operations and satisfaction of contact center agents at WSU. The
platform&#8217;s intuitive interface and unified access to communication
channels have streamlined agent workflows, leading to increased agent
satisfaction and initial productivity boosts of up to 30 minutes per agent
per day, with simplified navigation across fewer screens. Agents have praised
the platform&#8217;s reliability and functionality, demonstrating its
effectiveness in enhancing overall operational efficiency and the quality of
interactions within the university’s contact centers. Zurich Insurance CX
Achiever (Enterprise) — Most innovative CX and EX strategy Leading global
insurer, Zurich Insurance Group (Zurich) has relentlessly focused on
enhancing both CX and EX since transitioning to Genesys Cloud in 2019. Prior
to Genesys Cloud, Zurich faced limitations with its legacy on-premises
solution, which hindered its ability to adapt to changing customer needs and
market dynamics. The company sought greater flexibility and enhanced
reporting capabilities. It also wanted to eliminate complex manual processes.
Moving to Genesys Cloud has been transformative for Zurich Switzerland,
redefining its approach to customer and employee engagement. Leveraging the
experience orchestration capabilities of Genesys Cloud, the insurance
provider has achieved remarkable business outcomes, including a significant
increase in sales. The company expanded its communication channels outside
traditional phone and email to include chat and WhatsApp, meeting customers
on their preferred platforms. By customizing Genesys Cloud using open APIs,
Zurich Switzerland streamlined processes, leading to an impressive
improvement in first-contact resolution (FCR) and overall customer
satisfaction. Recognizing the critical link between employee satisfaction and
customer experience, Zurich Switzerland activated Genesys Cloud Workforce
Engagement Management (WEM) to motivate and empower its teams. This enabled
the company to equip managers with data-driven insights for optimization,
resulting in enhanced multilingual support, a substantial increase in
employee satisfaction scores and employee retention rates. This comprehensive
approach underscores its commitment to leveraging technology to deliver
exceptional service while supporting and empowering its workforce. National
Domestic Violence Hotline CX Humanitarian — Best example of serving humanity
through Genesys solutions The National Domestic Violence Hotline (The
Hotline), the only national 24/7/365 service in the US dedicated to
supporting survivors of domestic violence, faced challenges meeting the
overwhelming demand for its services amidst limited funding. To address this,
the nonprofit adopted Genesys Cloud, enabling it to scale operations
efficiently and provide stronger support to advocates delivering
survivor-centered services. Now, all interactions go through Genesys Cloud
across voice, web chat, SMS and teletype (TTY) channels. Over its lifetime,
The Hotline has handled over 7 million calls, chats and texts. The AI
strategy of The Hotline focuses on two key areas: enhancing self-service
options for survivors and empowering advocates with better resources to
assist effectively. Genesys Cloud AI helps identify the needs and preferences
of survivors, aiding them in accessing services and information tailored to
their specific circumstances — whether through self-service or direct
interaction with an advocate. Additionally, Genesys Cloud AI supports
advocates by suggesting responses and information, enabling faster and more
comprehensive support for survivors seeking assistance, offering education,
and giving validation in making critical decisions with dignity and respect.
Since introducing voluntary voicebots, The Hotline as reduced average handle
time (AHT) by 1.5 minutes. When help can’t come soon enough, this decrease in
AHT enables The Hotline to help more survivors more quickly. Virgin Atlantic
CX Innovator (Enterprise) — Best use of Genesys Cloud AI As the United
Kingdom’s second largest airline, Virgin Atlantic has embraced innovation to
enhance its offerings, emphasizing high-quality and affordable flights,
nonstop transatlantic routes, and extensive connectivity across North
America, Europe and the UK. To propel its digital transformation and elevate
customer experience, Virgin Atlantic required an integrated solution capable
of personalizing engagement, gathering comprehensive customer journey
insights and enhancing employee productivity. This quest led the airline to
adopt Genesys Cloud, leveraging its AI capabilities to achieve remarkable
outcomes and establish itself as a frontrunner in CX innovation. Implementing
Genesys Cloud has significantly boosted the airline’s operational efficiency.
By deploying Genesys Bot Flows and predictive routing, Virgin Atlantic has
streamlined customer interactions — achieving a 25-point improvement in CSAT
ratings, 29% self-service resolution rate and reducing call handling times by
15% through smarter agent matching. Moreover, leveraging AI-driven analytics
has notably improved first-contact resolution rates by 6 points and call
answer rates by 33 points, leading to quicker and more effective issue
resolutions during initial customer interactions. This technology has also
contributed to a 12-point increase in employee happiness in 12 months, partly
attributed to predictive routing that aligns employees with tasks best suited
to their strengths, thereby enhancing engagement and overall performance.
Through these advancements, Virgin Atlantic has solidified its reputation as
a leader in CX innovation. Kiwibank CX Innovator (SMB/Mid-Market) — Best use
of Genesys Cloud AI Kiwibank, New Zealand&#8217;s largest locally owned bank,
prioritizes delivering exceptional digital experiences while upholding the
security of its online banking services for over one million customers.
Seeking to enhance its voicebot capabilities, which had become outdated and
complex over time, Kiwibank partnered with Genesys to modernize its approach.
The introduction of Genesys Cloud AI, supported by its partner Spark NZ,
enabled Kiwibank to streamline its digital and voice-based self-service,
resulting in significant operational improvements. Within just four months of
adopting the Genesys voicebot, Kiwibank achieved a 28% reduction in
abandonment rates, a 19% decrease in AHT and a 27% drop in transfer rates.
These enhancements allow Kiwibank to address customer inquiries more
efficiently with its voicebot solution and seamlessly route to appropriate
agents when human intervention is needed. By leveraging Genesys voicebot
capabilities, Kiwibank has simplified its customer journey, enabling
customers to resolve most of their needs through self-service. This approach
has substantially reduced the amount of customer intents requiring live agent
support by an impressive 98%. The positive impact on customer satisfaction is
evident, with Kiwibank reporting a 3-point increase in overall customer
satisfaction, a 4-point improvement in successfully directing customers to
the right agent and a 3-point uptick in providing quick decisions for
customer queries. The adoption of Genesys Cloud AI has been impactful for
Kiwibank, leading to improved operational efficiency and elevated customer
experiences across its banking services. Bancolombia and Global Networks
Solutions CX Mover (Partner) — Best cloud implementation Bancolombia, a
renowned 145-year-old financial services organization in Latin America,
prioritized enhancing CX, fostering innovation, reducing costs and navigating
complex financial regulations. To achieve these goals, Bancolombia worked
closely with partner Global Networks Solutions to successfully deploy Genesys
Cloud to more than 2,500 agents within just eight months. This
implementation, combined with other financial solutions, resulted in
significant improvements, including a 16% decrease in AHT for client
inquiries, a 2-point increase in FCR and a 5-point boost in client
satisfaction on digital channels. The impact of Genesys Cloud extended beyond
customer experience to the bottom line of Bancolombia. Using Genesys
Predictive Engagement, it saw growth between 17-40% in digital sales for
credit card, consumer credit and payment products. Moreover, the organization
achieved a 12% reduction in business process outsourcing (BPO) costs. Genesys
Cloud has also empowered Bancolombia with greater agility and technological
independence, enabling accelerated time-to-market for future innovations. The
platform&#8217;s flexibility allows Bancolombia to deploy new services and
partnerships swiftly, positioning the organization competitively and enabling
it to adapt to evolving customer demands and expectations. This strategic
partnership with Genesys has propelled Bancolombia toward its goals of
operational excellence and sustained growth within the dynamic financial
services landscape. NetApp CX Mover (Professional Services Implementation) —
Best cloud implementation NetApp, a top intelligent data infrastructure
company, implemented Genesys Cloud to enhance operational efficiency, improve
customer experiences and boost agent productivity within its contact center
operations. Seeking greater visibility and data-driven decision-making
capabilities, NetApp partnered with Genesys Professional Services to swiftly
deploy Genesys Cloud — achieving notable business outcomes in operating
expenses, customer experience metrics and other key indicators. Modivcare EX
Mobilizer — Best example of optimizing workforce or employee engagement
Modivcare, a leading tech-enabled people first healthcare company
specializing in non-emergency medical transportation (NEMT), personal in-home
care services and virtual patient monitoring, has prioritized delivering
personalized experiences to its vast membership base of 34 million
individuals. By leveraging Genesys Cloud, Modivcare has become a trailblazer
in its industry, implementing AI to enhance member experiences and leverage
real-time data analytics for scalable quality performance. The adoption of
Genesys solutions has allowed Modivcare to streamline member transportation
scheduling, leading to improved operational efficiency and service quality.
Since partnering with Genesys for its contact center transformation,
Modivcare has witnessed notable improvements in member and teammate
experience metrics, including an impressive 86% increase in teammate
retention. By utilizing Genesys Cloud Workforce Engagement Management (WEM),
Modivcare benefits from advanced quality management tools, speech and text
analytics, and gamification techniques that boost teammate engagement and
ultimately enable the delivery of seamless member experiences. These
initiatives, coupled with the implementation of Genesys Web Messaging to
enhance agent efficiency in handling member inquiries, have contributed to
substantial cost savings totaling $17 million to date. This demonstrates the
tangible benefits of the Modivcare digital transformation journey with
Genesys. Congratulations again to the teams at Western Sydney University,
Zurich Insurance, National Domestic Violence Hotline, Virgin Atlantic,
Kiwibank, Bancolombia, Global Networks Solutions, NetApp and Modivcare!

* 1 WEEK AGO | BLOG

THE LEVELS OF EXPERIENCE ORCHESTRATION

Experience Orchestration is the creation, delivery and optimization of
customer and employee experiences using communications and software
technology. In this article, we explore how artificial intelligence (AI)
influences and enables Experience Orchestration and define six levels of
Experience Orchestration evolution. The levels provide a common foundation
for organizations to discuss1 their vision of the future and how Experience
Orchestration will shape their systems, policies and processes going forward.
Introduction The purpose of Experience Orchestration is to achieve two
objectives at the same time: Reduce the cost of operations. Increase customer
loyalty for long-term growth. Experience Orchestration targets this
opportunity by creating efficient, effective and empathetic customer and
employee experiences. Experience Orchestration is accelerated by
conversational, predictive and generative AI, which enable the automation,
augmentation and continuous optimization of previously static and inefficient
experiences. As new innovations emerge, we’re heading toward universal
orchestration — transcending customer-facing activities across the front- and
back-office — enabling organizations to reimagine the contact center,
customer and employee experiences, and their business overall. We define the
levels of Experience Orchestration as follows. Level 0 – Zero Orchestration
Without orchestration, customers have little hope of quickly and easily
resolving product or service issues. Customers reach out to a company by
phone, but they often are greeted with a busy signal and forced to make
multiple attempts before reaching someone who can help. At Level 0, human
agents handle all interactions manually, relying on their training and
expertise. Often, the result is inconsistent and inefficient service and, for
the customer, an unfulfilling experience. At this level, customer service is
an afterthought. The employee experience is largely unmanaged. The result is
high levels of customer and employee attrition, and sub-par business results.
Level 1 – Menu-Based Navigation The most basic level of orchestration uses
Interactive Voice Response (IVR) and call routing technologies. Customers
call into a single phone number and use their phone dial pad or simple voice
input (speech-to-text technology) to select from a menu of options. Very
simple interactions can be automated, including account
activation/authentication/lookups, delivery tracking, survey responses, and
opting in or out of an offer. While IVR eliminates the busy signal for many
customers, the wait remains. Based on demand, the wait can balloon to
ridiculous, hours-long wait times — even if customers opt into an automated
callback. While Level 1 offers some customer self-service through IVRs, most
interactions usually involve a human agent. Agents are assigned to work on
specific queues of callers and are supported by systems that automatically
display basic customer information and some historic customer data,
marginally reducing the average handling time per call. Scheduling is
automated and, like routing, relies on information about agents’ skills which
are maintained through dedicated skills management. Calls are recorded and
manually sampled by supervisors to ensure quality customer service. The
quality of the customer experience is usually measured using Net Promoter
Scores. Level 2 – Predefined Dialog Automation This is the level at which
most vendors and organizations are operating today. Level 2 introduces
natural language-enabled automation of routine dialogs across all channels,
including voice, text, chats or social apps. Examples of these dialogs
include order management, scheduling, returns management and address changes.
Although dialog engines, bots and conversational AI provide more flexibility
than IVRs, human agents still stand ready to take over at any time.
Automation is limited, and reliable customer service levels usually happen
during normal business hours only. Dialog automation usually requires
triggering a lookup or transaction in a backend system, which is achieved
through APIs, Robotic Process Automation or workflows. Some companies achieve
good levels of customer self-service with predefined dialog automation, but
typically more than half of all interactions still land in the contact center
with the usual wait times for customers. When interacting with customers,
agents are assisted by systems that monitor the conversation and present
relevant knowledge articles and information in the moment, which cuts average
handle time (AHT). Predictive AI technologies for engagement (when and how to
reach out to a customer) or routing (with which agent or bot to match a
customer that will produce the best business outcome) further optimize
business performance. Agents work in the office, remotely, or in hybrid
models while automated quality assurance covers 100% of all interactions.
Gamification keeps agents engaged even when they are not in the same location
as their supervisors. AI is used to accelerate forecasting and scheduling.
Experience quality is typically measured with Voice of the Customer or Voice
of the Employee surveys. Level 3 – System-Generated Conversations Level 3
makes heavy use of large language models and generative AI. The system
generates conversations for many use cases with next best actions determined
based on customer or employee context. By determining next best actions, the
system dynamically adjusts to the situation and overcomes older, more rigid
approaches. Virtual agents handle more challenging use cases like product
inquiries, up-selling/cross-selling, troubleshooting and multistep approvals.
Unlike bots, virtual agents leave an interaction exactly as a human agent
would, including summarizing the conversation, creating the right wrap-up
code and updating back-end systems. Virtual agents are also capable of more
natural and flexible conversations. For nuanced or complex use cases, the
system seamlessly transitions from virtual agents to human agents with
copilots increasing human agent efficiency through content generation.
Copilots propose to human agents the next statement in a conversation,
summarize the conversation or create a wrap-up code, for example. They also
provide real-time coaching and formulate personalized training plans. The
customer experience is “channel-less,” meaning the experience will be
consistent no matter the channel the customer chooses to interact with the
business and even if they switch channels within an experience. Continuous,
intraday forecasting and scheduling deliver new levels of flexibility and
resilience to organizations and consistent service levels to customers. KPIs
of the business are optimized using journey management (gathering events from
across customer and employee experiences) and through work automation. The
latter allows for more efficient task routing to appropriate functions across
an organization. An example is the seamless approval of a loan by an expert
in the back office. These innovations deliver new business value compared to
Level 2. We estimate that more than half of interactions can now be handled
consistently by automation, while agent copilots further reduce AHT and
increase first-contact resolution. Customer and employee attrition are
reduced as customers are encouraged to connect with companies however and
whenever is most convenient for them, driving up the overall number of
interactions hitting an organization. Customer issues are resolved faster,
and they’re much more likely to continue doing business with the organization
in the future. At Level 3, experience quality scores are predicted based on
the conversation rather than measured through a post-interaction survey.
Level 4 – Empathetic Experience Generation At Level 4, empathy takes center
stage. AI is used to understand the customer’s history and context, their
problem and emotional state, acknowledge the situation, and generate an
experience that resolves the issue. Empathetic virtual agents handle most
customer inquiries — even complex cases like invoice issues, discussions
about warranty coverage and handling claims management. Unlike Level 3, where
experiences are driven by next best actions, at Level 4, AI provides an
action model that generates a strategy and an end-to-end experience to
address an individual customer’s needs. These action models pave the way for
some use cases to be handled asynchronously by the system. In these cases, a
customer does not need to stay involved in an interaction but instead can
focus on other things while the system autonomously achieves a desired
outcome. Customers share their experience preferences explicitly, and their
emotions are understood by the system. As a result, personalized customer
self-service for most use cases is available 24 hours a day, 7 days a week,
with no busy signals, no callbacks and no coordinating schedules around a
company’s business hours. Human agents handle only highly complex or
emotionally charged interactions, assisted by emotionally aware AI copilots
capable of interpreting differences in verbal and facial expressions and
tone. This is especially relevant as video becomes an additional, more
prominent channel. The generation and delivery of empathetic experiences
autonomously by virtual agents is groundbreaking. Most interactions in Level
4 do not involve a human agent. Because of emotionally aware AI copilots,
organizations may choose to empower knowledge workers and specialists to
handle a small fraction of interactions directly, for example, because a
business decision requires a specific approval threshold. Copilots guide
agents and knowledge workers through the flow of customer interactions and
related actions, requiring only minimal training for those employees. In
fact, interacting with customers becomes so simple that gig workers and
outsourcers can more easily augment the workforce. Copilots also provide
agents instant translation of any language, creating unprecedented levels of
flexibility for global brands and offshoring. Customer and employee attrition
levels are further improved as more efficient, effective and empathetic
experiences become available. At Level 4, the quality of the experience no
longer is predicted but rather measured based on customer and employee
emotions identified by the system. Level 5 – Universal Orchestration At Level
5, Experience Orchestration transcends customer-facing activities across the
front- and back-office, enabling organizations to reimagine the contact
center, customer and employee experiences, and their business overall. The
system autonomously generates experiences for all use cases, even highly
complex ones like proactive alerting and preventive action, negotiation and
disputes, complaints, and consultative selling. Universal orchestration is
self-optimizing. AI is used to continuously optimize experience outcomes,
convenience and empathy. Self-learning virtual agents create training
materials for other virtual agents and copilots or produce customer-facing
documents while anticipating when and where interactions might be necessary
and schedule them. The system automatically selects the right models and when
to train them to minimize the environmental impact of the required
calculations. Customers and knowledge workers interact with the system using
a human-like, virtual personal concierge that enables them to asynchronously
engage in a hyper-personalized experience (“Please get this resolved and
confirm when you’re done”), including “bot-to-bot” communication for
asynchronous connectivity and ad-hoc system interaction. In fact, reaching
out to a company becomes so easy and convenient that interaction numbers
continue to rise. Dedicated devices and wearables complete the feedback loop,
as behavioral data and biometrics are gathered to measure empathy levels and
drive system decisions in real time. Universal orchestration elevates an
organization to the highest levels of efficiency, effectiveness and empathy.
Human agents no longer interface with customers. Knowledge workers, supported
by copilots, engage with customers directly only in the very rare case when
AI can’t resolve an issue. The use of Level 5 Experience Orchestration does
not stop with interactions between customers and organizations. Employees all
over the organization start using virtual personal concierges to become more
efficient, effective and empathetic in their daily work. As a result, Level 5
Experience Orchestration helps achieve new levels of customer and employee
loyalty, and we estimate attrition rates are cut significantly from current
levels. Conclusion We publish this article to trigger a discussion about how
Experience Orchestration will reshape contact centers, experiences and entire
organizations in the future. At which level does your company operate? What
is your vision for going forward? How will you manage this change? What
outcomes do you expect? What are the implications? As the adoption of AI for
Experience Orchestration by our customers is accelerating and organizations
move toward universal orchestration, the discussion becomes even more
important. We look forward to having it with you. 1 This is a discussion
paper, not a product roadmap. Genesys does not commit to delivering any
capabilities described in this document. Authors: Tony Bates is the Chairman
and Chief Executive Officer of Genesys. He leads the company’s strategy,
direction and operations in more than 100 countries and oversees a global
team of more than 6,000 employees. Tony has decades of experience steering
business-to-business and business-to-consumer companies through major market
transitions and rapid scaling. A passionate technologist at heart, Tony began
his career in network operations and internet infrastructure, teaching
himself to code during his daily train commute. He swiftly gained the
business acumen to advance into trusted executive roles at some of the
world’s most respected global SaaS companies. Career highlights include
leading Cisco’s Service Provider business, growing its Enterprise and
Commercial division to more than $20 billion in annual revenue and serving as
CEO of Skype, where he was responsible for expanding the business to over 170
million connected users. Once Skype was acquired by Microsoft, Tony became
president where he was responsible for unified communications before serving
as executive vice president of business development and developers. In
addition to his role at Genesys, Tony serves on the board of directors at
VMWare. Dr. Peter Graf is the SVP of Strategy at Genesys. In his role, he is
responsible for developing, communicating, sustaining the Genesys strategy.
Prior to joining Genesys in 2017, Peter held a variety of executive
leadership positions in strategy, development, and marketing throughout his
more than 25 years in the global enterprise software industry, most notably
as an Executive Vice President at multinational software corporation SAP.
Peter earned a doctorate in artificial intelligence from Saarland University
and a master’s degree in computer science and economics from Technical
University of Kaiserslautern in Germany.

* 1 WEEK AGO | BLOG

UNLEASHING THE POWER OF CUSTOMER JOURNEY ORCHESTRATION

Today, customers want to achieve their service and purchasing goals through
simple and connected experiences across any channel they choose. They expect
you to know them, know where they&#8217;ve been and what they&#8217;re trying
to achieve. And they want their experience to be easy. This is where customer
journey orchestration comes in. Why customer journey orchestration — and why
now? Customer journey orchestration is an approach to guiding customers
through their unique journeys with a brand, ensuring that each interaction is
relevant, timely and tailored to their needs. And it requires an
understanding of the customer journey using technology. In this blog, we’ll
explore how businesses can evolve from traditional approaches to
personalization to journey orchestration, which enables them to transform
customer experience (CX) and move from being business-centric to
people-centric. This is only possible with the power of an AI-powered
experience orchestration platform. Why Customer Journeys Matter In recent
years, managing journeys has significantly evolved, thanks to advancements in
digital transformation, machine learning and artificial intelligence (AI). In
the past, businesses primarily focused on the sales funnel journey, guiding
customers from awareness to purchase. However, customer journeys go beyond
the sales funnel, encompassing the entire customer lifecycle with a company.
Today, experience orchestration platforms analyze vast amounts of customer
data and provide insights you can act on in real time. For example, you can
adapt marketing campaigns, messaging and content to individual customer
information, behavior and preferences. Using journey orchestration, you can
continually adjust and fine-tune the journey your customers take, optimizing
each interaction so that it’s as effective and seamless as possible.
Understanding in real time what customers are trying to do and the impact on
your business creates an opportunity for a continuous cycle of success. But
it also requires real-time coordination to make sure that journey is
effortless. Addressing the Internal Hurdles The challenge in orchestrating
these journeys across multiple channels is that most companies are organized
in traditional functional departments like sales, marketing teams, product
and customer service. While this structure makes it easy for teams to
communicate and execute processes within their function, it creates issues
when trying to understand customer engagements that are enabled by multiple
functions. The result is that you force your customers to navigate a maze at
every touchpoint. And it requires them to continually tell you who they are
and what they&#8217;re trying to do. That leads to some serious frustration,
and it introduces a major risk to customer loyalty. What’s needed is a
blueprint to help customers navigate that journey. Transforming Disparate
Data Into Customer Journey Data An event data platform collects, organizes
and augments your interaction data. It fine-tunes it and turns it into
journey data that you can surface, analyze and act on based on the journey
maps you created. With journey management capabilities, you can see how these
journeys are performing and use the insights to take action. For example, a
customer might call back a day after going through a digital interaction with
your business. Ideally, that customer should avoid the bot and go right to an
agent or have a simpler self-service process. To orchestrate that process
requires knowledge of the customer&#8217;s behavior and looking at patterns
throughout the journey. This rich view into behavior and intent helps you
diagnose the health and relevancy of those journeys. Gain a Holistic Customer
View with Customer Journey Management Your customers are on their own
journeys with unique goals — no matter what you’ve planned or designed for
them. Having a holistic view of them allows you to properly orchestrate those
journeys. And journey orchestration is most successful when it’s embedded
within a comprehensive customer journey management approach. Let’s see how it
works. Journey management focuses on the paths your customers take as they
seek to achieve a goal, rather than optimizing single interactions at each
touchpoint. It reveals what’s happening at different points along the
customer journey or what’s underperforming and why. Once you can visualize
these paths of customer behavior, it’s possible to measure, monitor and
analyze them. The insights also enable you to take corrective actions. You
can also personalize the journey for the next best action to take or feed the
insights back into an experience orchestration engine to do all those things.
Effective journey management aligns internal teams around customer experience
and provides the foundation for an outside-in view of customer experiences.
Customer journey orchestration allows you to improve journey outcomes by
enabling the most relevant interactions in the context of each customer’s
goals and their overall experiences. You can engage prospects and customers
at optimal points along their journeys, in real time and through the most
effective channels. Orchestration uses each customer’s entire experience so
you can determine how the customer journey can be improved and then drive
desirable outcomes, thereby delivering a deeper level of personalization.
Mapping and Analyzing the Customer Journey Mapping customer journeys is an
important component&#8217;s a way to visualize and communicate your
customers&#8217; experiences across touchpoints and over time as they seek to
achieve a specific goal. Mapping gives you insights into customer behavior so
you can optimize each stage of the journey. First, decide which journeys you
want to manage and track. By aligning your entire business around your
clients, their goals and the journeys they take to achieve them, you can
better understand customer behavior and make more informed decisions about
how to optimize CX. Then, create maps for a subset of journeys, focusing on
those that drive high transaction costs or high incremental customer value.
This is a great starting point for designing personalized customer
experiences. And these maps can serve as the foundation for programs that
optimize the entire customer journey. Once you can visualize customer
behavior, it’s time to assess how it affects the metrics that matter most.
Journey analytics enables you to answer questions rapidly and make
data-driven decisions. CX leaders measure the following to understand
performance and predict success for each journey: Journey milestones
In-journey signals Journey success metrics There are a wide variety of
in-journey metrics — conversion, NPS, CSAT, inaction, elapsed time and more —
you should evaluate to see which captures the key moments that predict
success for each journey. Journey success is captured through journey scores,
which are based on end-of-journey metrics, such as satisfaction, completion
rates, cost or effort scores. The entire organization should be able to drill
down and identify what isn’t working when metrics fluctuate. It should be
easy to calculate a problem’s impact on related outcomes like customer
effort, first-contact resolution, cost to serve and more. Armed with this
information, you’re ready to orchestrate actions to optimize experiences and
outcomes. Advancing from Journey Management to Experience Orchestration
Journey management gives you the blueprint for how to get customers from
point A to B. It shows you where the roadblocks are and gives you an
understanding of how to get around them. But it’s experience orchestration
that guides the coordination of data, insights and technology to get a
visitor where they want to go — and do so faster. AI-powered experience
orchestration automates processes and optimizes the end-to-end customer
experience. Leveraging the power of data, analytics, automation and people
enables you to deliver the right information, at the right time, to the right
customer, across all touchpoints. This level of personalization provides an
experience that makes each customer feel understood and valued. By analyzing
the customer journey and using the insights you surface, you can orchestrate
seamless experiences that meet or exceed expectations, ultimately driving
customer satisfaction, loyalty and long-term customer relationships. Get
Better Outcomes with Journey Orchestration Customer journey orchestration is
a powerful differentiator for businesses. It shapes the way you interact with
customers and the quality of the experiences you can provide. It’s a critical
part of a journey management program, and the result of careful planning,
strategic thinking and continuous optimization. It also requires the right
tools and experience orchestration platform to support your unique business
needs and target audiences. By providing better connected and more meaningful
experiences that make it easier for customers to achieve their goals, you can
drive trust and loyalty while achieving business objectives. Read more about
how experience orchestration can transform your customer journeys.

* 1 WEEK AGO | BLOG

MASTERING DATA ANALYTICS FOR CUSTOMER EXPERIENCE EXCELLENCE

Data analytics and experience orchestration are two distinct but related
concepts that are increasingly important as businesses build modern
AI-powered capabilities. They complement each other as part of a
comprehensive strategy to achieve business outcomes through better customer
experiences. Data analytics and insights power the actions to orchestrate the
customer experience. Artificial intelligence (AI) is the “muscle” that helps
process large volumes of this data and provides automation mechanisms for
experience orchestration, such as AI-powered routing and bots. By combining
data analytics with experience orchestration, businesses can better
understand their customers. They can anticipate their needs in real time and
deliver exceptional experiences that drive business growth and success. And
they’re able to act when it’s most impactful and appropriate. This blog post
examines how data analytics provides actionable insights that drive value
when integrated as part of an experience orchestration strategy. And we’ll
look at why they’re at the core of improving the overall customer experience
(CX) and achieving business outcomes. The Role of Data in Experience
Orchestration Data as the Backbone of Customer Experience You can’t win at
experience orchestration without customer experience analytics. These details
are used to surface valuable insights from all kinds of data sources,
including customer interactions, transactions, social media and more. These
insights are critical in giving customers a better experience, optimizing
processes and workflows, and improving products and services. Businesses that
take this approach to customer service gain a competitive advantage in the
marketplace. Data analytics uses advanced technologies like machine learning
and data mining. These enable businesses to collect and analyze data across
all relevant customer touchpoints and digital channels to understand their
actions, preferences and intent. By surfacing insights of customer behavior
in the moment of engagement, you can uncover patterns and predict future
behaviors. These can be used to inform decision-making and drive predefined
business outcomes. It also enables the personalization that customers expect.
Understanding Experience Orchestration Experience orchestration is an
end-to-end approach to personalization that reflects a customer’s complete
experience with a business. By combining real-time customer journey analytics
and insights with past behaviors, it uses AI to deliver better experiences.
For example, you can gain visibility into your customer’s journey and see
where they’re having issues, such as trying to find a specific product,
looking for support or simply paying a bill. With these insights you can
resolve any issues and help customers achieve their goals. Modern customer
journey mapping technology and analytics tools give you necessary insights so
each interaction becomes a moment of truth within the entire customer
experience. Every interaction is based on each customer’s objectives and
preferences, so it’s highly personalized. This is a more strategic
perspective on both the customer experience and employee experience because
it streamlines journeys while improving overall business outcomes. By
analyzing large amounts of data during this process, AI algorithms identify
patterns and intents that humans might overlook or can’t respond to quickly.
This real-time capability enables businesses to provide value that truly
addresses customer needs in the moment. Data Analytics Enhances the Customer
Experience Using CX analytics enables you to act immediately if an
interaction is faltering, as well as plan and update long-term strategies.
You can then optimize processes to achieve those goals. Here are several
areas where customer journey analytics data shines: Personalization:
Gathering and analyzing customer experience data leads to better
understanding of customer preferences, behaviors and needs. With this
information, companies can create personalized experiences tailored to
individual customers, enhancing satisfaction and engagement — and reducing
customer churn. Segmentation: Use analytics to segment your customer base
into distinct groups based on demographics, behaviors or preferences. This
enables you to develop more targeted marketing efforts. And you can tailor
products, services and communications to specific customer segments to
improve experiences with relevant content. Predictive analytics and insights:
Data analytics can uncover patterns and trends in behavior, enabling you to
make informed predictions about future customer actions. You can also
proactively address issues, offer relevant recommendations and provide a
smoother customer experience. Feedback analysis: By analyzing customer
feedback, such as reviews, surveys and social media interactions, you have
visibility into customer sentiment, satisfaction levels and pain points. Use
this feedback to identify areas for improvement, address customer concerns
promptly and enhance overall experiences. Sentiment analysis: Identifying
your customers’ emotional tone through text and speech analytics is an
important component of Voice of the Customer input. This process uses AI
natural language processing to understand how a customer feels throughout
their interaction. Real-time decision-making: Accessing and analyzing
customer data in real time creates agility. And it allows you to respond
rapidly to changing customer needs and market dynamics. Optimization: By
continuously analyzing customer data, you can spot bottlenecks,
inefficiencies and areas of friction in the customer journey. From this, you
can optimize your processes and remove obstacles — streamlining interactions.
Competitive advantage: Delivering experiences that meet or exceed customer
expectations lets your brand stand out from competitors. This means you’ll
attract and retain loyal customers. One way is through social monitoring of
conversations and trends around your brand and your industry. Data Analytics
Goes Beyond Customers Connecting customers with the right call center agent
is crucial to delivering a great user experience. But it’s only one part of
what’s required. Positive engagements are no longer only about quick customer
resolutions for one-off interactions. It’s about orchestrating the entirety
of these experiences. How Data Analytics Empowers Employees When a customer
reaches out to a brand on any channel, a customer experience platform routes
the request to an automated system, a self-service bot or a live agent.
However, what’s missing is the ability to empower agents, or the system, with
the full context of that customer’s journey. This could be from the brand’s
own system, such as a previous purchase or return, or externally, such as an
online search or response to an ad. The lack of context provided to resolve
individual experiences is often what contributes to a negative customer
experience and ongoing frustration for agents. To provide excellent service,
your customer support teams need access to the most recent customer
information during every interaction. CX data from different systems includes
personal and historical context about customers. When it’s integrated across
all customer interactions, those interactions become relevant, personal and
proactive. With the right data and knowledge you can orchestrate every
engagement as part of an integrated strategy. When data is instantly and
automatically available to any authorized user — including all business
systems and processes — you can visualize and monitor it. Having this
contextual customer journey data on the agent desktop gives them valuable
insight. It’s also an analytics source for agents. With this context, agents
can instantly see and understand what the customer is trying to accomplish.
This speed and efficiency not only makes customers happy, it enhances
employee engagement and improves job satisfaction. Case Study: Data-Driven
Experience Orchestration Here are a few experience orchestration use cases in
different industries. Retailers send proactive notifications about offers —
anywhere in their purchase cycle. For example, if the inventory has changed
in the middle of a transaction, pop-ups notify the customer about low stock
to expedite their order process. They can also send a different type of
notice on a preferred contact channel if they have an abandoned shopping
cart. Healthcare providers send automatic reminders for upcoming
appointments, to schedule a follow-up visit, or when prescription refills are
due. With data-driven orchestration, they can match new prescriptions with
existing medications in the same profile and proactively alert patients to
adverse reactions. Financial services organizations consolidate client
information across different financial product portfolios, or offer services
based on account status. Experience orchestration also enables service
coordination across multiple lines of businesses, such as banking, credit
cards and loans. Analytics that report on spending behavior can offer
proactive fraud alerts and expedited service to replace cards. Stay Ahead
with Data-Driven Experience Orchestration There’s a growing and widespread
convergence of advanced technologies as businesses focus on a more
customer-centric approach to service. Done right, data-driven insight
combined with AI helps businesses collect customer data to achieve
unprecedented business benefits in terms of efficiency, customer loyalty and
growth. Businesses that can use the power of data to create compelling and
differentiated experiences will be well-positioned to thrive in an
increasingly competitive marketplace. Empower Your Business With Data
Analytics Analytics are integral to a successful experience orchestration
strategy. When your data sources are integrated on a single platform, the
analytics do more than deliver deep insights to you about your customers.
They empower every part of an organization — from data experts to analysts to
agents and business users — to align and optimize each customer’s experience
and improve business outcomes. Ultimately, you’ll build stronger
relationships with customers and maximize customer lifetime value. As the
volume of available business data continues to increase, consider the ways
you can use it to optimize your customers’ experience. Learn more about how
experience orchestration can drive better business outcomes.

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About Genesys

Genesys empowers more than 7,500 organizations in over 100 countries to improve
loyalty and business outcomes by creating the best experiences for customers and
employees. Through Genesys Cloud, the #1 AI-powered experience orchestration
platform, Genesys delivers the future of CX to organizations of all sizes so
they can provide empathetic, personalized experience at scale. As the trusted,
all-in-one platform born in the cloud, Genesys Cloud accelerates growth for
organizations by enabling them to differentiate with the right customer
experience at the right time, while driving stronger workforce engagement,
efficiency and operational improvements.

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