{"id":583788,"date":"2025-06-27T13:09:11","date_gmt":"2025-06-27T20:09:11","guid":{"rendered":"https:\/\/www.genesys.com\/blog\/post\/discovering-the-business-value-of-ai-a-new-model-for-growth"},"modified":"2025-07-18T07:11:15","modified_gmt":"2025-07-18T14:11:15","slug":"discovering-the-business-value-of-ai-a-new-model-for-growth","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-gb\/blog\/post\/discovering-the-business-value-of-ai-a-new-model-for-growth","title":{"rendered":"Discovering the Business Value of AI: A New Model for Growth"},"content":{"rendered":"

[vc_row][vc_column][vc_column_text css=””]In a business environment increasingly shaped by artificial intelligence (AI), automation and evolving customer expectations<\/a>, proving value needs to be an intentional, structured process that begins with discovery. Value discovery is the method of aligning people, processes and technology during solution implementations. Its goal is to identify strategic imperatives and to continually uncover inefficiencies, identify opportunities and ultimately deliver measurable impact.<\/span><\/p>\n

But in today\u2019s AI era, innovation evolves rapidly. What once passed for value \u2014 with feature comparisons, compliance with \u201crequest for\u201d checklists or basic ROI claims \u2014 has become insufficient. AI-powered Contact Centre as a Service (CCaaS)<\/a> platforms based on cloud-native microservices software frameworks and agile processes have enabled many new use cases that deliver on a \u201crate of change\u201d at hyper-speed.<\/span><\/p>\n

This has changed traditional thinking about value and how value is captured. AI technology promises massive transformation. Yet, without clear use cases, strategic design and stakeholder alignment, even the most powerful solutions risk being underutilised. When value is tied to operational and strategic needs, innovation becomes a measurable differentiator.<\/span><\/p>\n

In this article, we\u2019ll explore ways to uncover, quantify and amplify value across an organisation using powerful AI capabilities<\/a>. With innovation moving faster than ever<\/a>, structured, repeatable processes are essential for discovering what\u2019s possible, assessing readiness and driving successful transformation.<\/span>[\/vc_column_text][vc_row_inner][vc_column_inner][vc_column_text css=””]<\/p>\n

Rethinking Value Discovery in the Modern Enterprise<\/span><\/h3>\n

Value discovery has become a strategic discipline; the ability to discover and articulate business value<\/a> is essential to long-term success and to align customer needs with AI tools.<\/span><\/p>\n

Value discovery helps align the strategic goals of customers because motivations for change can be multifaceted. For example, companies will assess AI value based on its ability to drive efficiency, innovation and competitive advantage.<\/span><\/p>\n

You may want to use AI to uncover new revenue growth using predictive analytics, personalised marketing and customer engagement to help boost sales<\/span>. <\/span>Or<\/span> enhance personalisation and<\/span> automate low-value interactions to help improve customer self-service options<\/span>.<\/span><\/p>\n

The rise of customer-centric design, the shift to recurring revenue models and the increasing expectations of personalised service have raised the stakes. Discovery isn\u2019t just about qualifying leads; it\u2019s about qualifying <\/span>fit by understanding your strategic objectives, <\/span>surfacing pain points, proposing a business solution (in the customer terms) that has impact to the business and evaluating the entire lifecycle of impact.<\/span>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text css=””]<\/p>\n

Value discovery is becoming the foundation of modern enterprise growth.<\/span><\/em><\/h5>\n

[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text css=””]<\/p>\n

Start With the Right Questions to Realise Product Value<\/span><\/h3>\n

Effective value discovery begins by reframing the conversation to be less around product capabilities. Instead, ask what business problems you need to solve<\/a>. And identify where the desires for strategic growth and inefficiencies are hiding.<\/span><\/p>\n

You also want to determine where the bottlenecks are in technology, workflows or even organisational ownership. And you might want to establish the infrastructure to support AI models. Are there opportunities to implement automation for repetitive tasks? Does AI augment or aid human behaviours? Does the company have a governance structure for deployment?\u00a0\u00a0<\/span><\/p>\n

Answers to these questions may reveal points of friction. Whether it\u2019s an underperforming customer service workflow, identifying discontinuity from front- to back-office interactions,<\/span> or unclear internal ownership of a digital strategy, the gaps often span multiple layers of the organisation.<\/span><\/p>\n

Generic one-size-fits-all, feature-centric solutions won\u2019t fix deeply rooted problems. Without a structured, cross-functional approach to diagnosing these issues, even sophisticated technology deployments risk underperformance.<\/span><\/p>\n

This is why companies need to take a progressive approach to discovery that includes engagement with many levels of decision-making so that the business impacts proposed can be measured continually through value-based KPIs<\/a>. This first step lays the groundwork for a customised roadmap. Genesys calls this a \u201cCustomer Success Plan,\u201d and it allows you to realise the most value from our platforms.<\/span>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text css=””]<\/p>\n

Mapping the Full Lifecycle of Value<\/span><\/h3>\n

Discovering value is part of a process that continues throughout an implementation lifecycle. To help ensure<\/span> long-term success, organisations need to embed value across every phase of the lifecycle.<\/span><\/p>\n

Genesys experts typically offer a value perspective at the beginning of a customer engagement that might show the solution\u2019s potential fit and benchmarks to demonstrate quantifiable value. This encompasses designing solutions for current requirements \u2014 and for future scalability and flexibility.<\/span><\/p>\n

For example, a business might not be ready to deploy AI at go-live, but with AI embedded in the design, it can support a phased adoption aligned to a customer\u2019s maturity and readiness to capture the ROI.<\/span><\/p>\n

The second step in our analysis is Value Discovery and Design, which can address both the technical and business needs of the customer business. Our experts collaborate with your technical leads to customise a solution design \u2014 with supporting use cases that meet the customer\u2019s priorities for business value. The emphasis during this stage is on the \u201chow\u201d of the solution design.<\/span><\/p>\n

This thoughtful, phased approach allows organisations to make informed decisions that can lead to consistent, measurable impacts<\/a> \u2014 rather than short-term wins that fade post-implementation.<\/span><\/p>\n

The third step focuses on implementation. Here, with a solution design defined, you can narrow down your focus to determine what\u2019s feasible.\u00a0 That\u2019s because there are often trade-offs on how much you can manage from a technical change perspective, or the timing of your roadmap for the solution.<\/span><\/p>\n

There could also be budget constraints for customers. From a Genesys perspective, we always want to express the value the solution can provide<\/a>, so that customers can make informed decisions.<\/span><\/p>\n

While the customer owns the projections of value impact and the commitment to transform, we collaborate with you on developing a realistic view of value and cost. The result is an expected ROI from a deployment perspective. We also offer support for a strategic business narrative that clearly articulates business value and helps to drive consensus.<\/span>[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][vc_column_text css=””]<\/p>\n

AI Implementation Is Just the Beginning<\/span><\/h3>\n

Purchasing and deploying your solution is just the starting point in technology transformation<\/a>. True value realisation happens during adoption \u2014 and adoption rarely follows a straight line.<\/span><\/p>\n

Adoption must correspond to your ability to consume and manage changes. Often, the lines of business need to develop training to support the transformation. <\/span><\/p>\n

Some businesses might not be ready to deploy all their AI-powered capabilities or advanced digital engagement tools immediately. <\/span>Instead, they might want to phase-in capabilities over time based on internal readiness, staffing or technical maturity. Identifying this untapped value can drive new incremental gains \u2014 and move the organisation closer to full value realisation.<\/span><\/p>\n

During the implementation phase, understanding metrics, such as average handling time<\/a>, customer satisfaction and first-call resolution, becomes crucial. These insights guide how businesses can better use the features they already have.<\/span><\/p>\n

Are you ready to clearly demonstrate the value of your AI investment? At Genesys, we use benchmarks, proven business outcomes and real-world results from global customers to quantify impact. Our platform success stories \u2014 including unique customisations \u2014 serve as tangible reference points to guide both new and existing customers toward measurable outcomes. <\/span>For more information on the Genesys Customer Value Platform, reach out today<\/a>.[\/vc_column_text][\/vc_column_inner][\/vc_row_inner][vc_row_inner][vc_column_inner][\/vc_column_inner][\/vc_row_inner][\/vc_column][\/vc_row]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

[vc_row][vc_column][vc_column_text css=””]In a business environment increasingly shaped by artificial intelligence (AI), automation and evolving customer expectations, proving value needs to be an intentional, structured process that begins with discovery. Value discovery is the method of aligning people, processes and technology during solution implementations. Its goal is to identify strategic imperatives and to continually uncover inefficiencies, […]<\/p>\n","protected":false},"author":837,"featured_media":578437,"template":"","tax_priority":[54],"tax_blogtype":[17751],"tax_blogcategory":[15939],"tax_contenttheme":[14850],"tax_bundle":[],"tax_contenttheme2":[16186],"tax_capability_sitewide":[16209],"tax_products_programs":[16489,17531],"tax_buying_job":[16735],"tax_buyer_persona":[16881,16900],"tax_sector":[],"tax_segment":[17096,17121,17123],"class_list":["post-583788","blog","type-blog","status-publish","has-post-thumbnail","hentry","tax_priority-54","tax_blogtype-genesys-en-gb","tax_blogcategory-ai-and-machine-learning-en-gb","tax_contenttheme-improve-customer-experience-en-gb","tax_contenttheme2-level-up-your-technology-en-gb","tax_capability_sitewide-ai-and-automation-en-gb","tax_products_programs-genesys-ai-en-gb","tax_products_programs-genesys-cloud-cx-en-gb","tax_buying_job-job-5-validation-en-gb","tax_buyer_persona-business-en-gb","tax_buyer_persona-technical-en-gb","tax_segment-enterprise-en-gb","tax_segment-midsized-en-gb","tax_segment-smb-en-gb","tax_content_type-blog-en-gb"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog\/583788","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog"}],"about":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/types\/blog"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/users\/837"}],"version-history":[{"count":3,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog\/583788\/revisions"}],"predecessor-version":[{"id":583791,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/blog\/583788\/revisions\/583791"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media\/578437"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media?parent=583788"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_priority?post=583788"},{"taxonomy":"tax_blogtype","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_blogtype?post=583788"},{"taxonomy":"tax_blogcategory","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_blogcategory?post=583788"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme?post=583788"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_bundle?post=583788"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme2?post=583788"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_capability_sitewide?post=583788"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_products_programs?post=583788"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buying_job?post=583788"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buyer_persona?post=583788"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_sector?post=583788"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_segment?post=583788"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}