1
00:00:06,720 –> 00:00:10,340
Good morning, evening and afternoon everyone, this is Josh Reed from
2
00:00:10,340 –> 00:00:12,780
the digital events team here at Genesys. And let me
3
00:00:12,780 –> 00:00:16,610
be the first to say welcome to our live demonstration
4
00:00:16,610 –> 00:00:20,990
today, ” Connect the Dots with Genesys and Adobe.” As I
5
00:00:20,990 –> 00:00:22,850
always do, I’m going to keep it short and sweet,
6
00:00:22,850 –> 00:00:25,090
but I do have just a couple housekeeping items to go
7
00:00:25,090 –> 00:00:27,880
through before we get started today. So first off, if you
8
00:00:27,880 –> 00:00:30,990
experience any problems viewing or listening to today’s demo, do
9
00:00:30,990 –> 00:00:32,830
me a favor and just do a quick refresh on
10
00:00:32,830 –> 00:00:35,610
your browser and maybe switch over to something like Chrome
11
00:00:35,610 –> 00:00:38,130
or Firefox as well, as these are the best browsers
12
00:00:38,130 –> 00:00:41,460
that support the webcast platform. You also have the ability
13
00:00:41,460 –> 00:00:44,110
to enlarge the slide window and the video window by
14
00:00:44,110 –> 00:00:47,510
dragging any of the corners of said windows, and you
15
00:00:47,510 –> 00:00:51,540
can adjust those throughout the presentation. And also note that
16
00:00:51,540 –> 00:00:54,640
this webcast is designed to be an interactive experience between
17
00:00:54,640 –> 00:00:56,960
you and our presenters today. So first off, if you
18
00:00:56,960 –> 00:00:59,580
have any questions throughout the presentation, throw those into the
19
00:00:59,580 –> 00:01:03,560
Q& A window below the slide window. Now, we will
20
00:01:03,560 –> 00:01:05,470
have a live Q& A at the end of the
21
00:01:05,470 –> 00:01:08,450
presentation today but sometimes time gets away from us. So,
22
00:01:08,660 –> 00:01:10,810
if that does happen, what we’ll do is we’ll follow
23
00:01:10,810 –> 00:01:13,150
up with you via email in a few business days.
24
00:01:14,910 –> 00:01:17,330
And also note that this is being recorded, so if
25
00:01:17,330 –> 00:01:20,630
you miss anything throughout today’s presentation, don’t fret. You’ll receive
26
00:01:20,630 –> 00:01:23,630
a link to the recording from ON24 within the next
27
00:01:23,630 –> 00:01:26,360
few business days, and that will have full playback capabilities.
28
00:01:28,220 –> 00:01:30,540
I also encourage you to check out the resource box
29
00:01:30,540 –> 00:01:33,330
below the slides as well. Clicking through won’t take you
30
00:01:33,330 –> 00:01:34,900
away, they’ll just open up in a new tab in
31
00:01:34,900 –> 00:01:39,770
your browser. But these resources expand on today’s topic. And
32
00:01:39,770 –> 00:01:42,540
lastly, we welcome and appreciate your feedback, so you’ll have
33
00:01:42,540 –> 00:01:44,730
the opportunity to fill out a short survey that’s going
34
00:01:44,730 –> 00:01:47,150
to show up at the end of today’s presentation. You
35
00:01:47,150 –> 00:01:49,390
can also click on the last icon below in that
36
00:01:49,390 –> 00:01:51,290
survey widget if you want to knock it out early,
37
00:01:51,430 –> 00:01:53,930
but we tailor these presentations to exactly what you want
38
00:01:53,930 –> 00:01:55,670
to learn more about, so I encourage you to go
39
00:01:55,670 –> 00:01:57,850
ahead and check that out whenever you get a chance
40
00:01:57,850 –> 00:02:02,080
throughout today’s presentation. And like I said, short and sweet.
41
00:02:02,350 –> 00:02:05,340
So, today we have three excellent presenters excited to discuss
42
00:02:05,340 –> 00:02:08,550
how to manage the rise of digital first customer expectations,
43
00:02:08,900 –> 00:02:12,730
eliminate data silos by integrating Genesys Cloud CX and Adobe Experience
44
00:02:12,730 –> 00:02:17,660
platforms, turn data into actionable insights that deliver results and
45
00:02:17,660 –> 00:02:22,850
enable more intelligent, individualized customer interactions. I’m happy to introduce
46
00:02:22,850 –> 00:02:25,600
you all to Alan Webber, the program vice president of
47
00:02:25,600 –> 00:02:29,610
customer experience at IDC. We have Sridhar Jayakumar, the principal
48
00:02:29,610 –> 00:02:32,850
product manager at Adobe. And finally, we have Dan Arra,
49
00:02:32,900 –> 00:02:36,150
the vice president of sales for Genesys AI. So with
50
00:02:36,150 –> 00:02:37,840
that being said, I’m going to hand things off to
51
00:02:37,840 –> 00:02:42,550
our first presenter today. Alan, the floor is yours. Thank
52
00:02:42,550 –> 00:02:45,920
you so much, and thank you everybody for joining us. Man, 2020, what a
53
00:02:45,920 –> 00:02:49,010
year. Wasn’t quite what we were expecting going into it,
54
00:02:49,010 –> 00:02:50,580
but now that we’re through it and we’re on to
55
00:02:50,580 –> 00:02:53,880
the next one, 2021, let’s talk a little bit about what it
56
00:02:53,880 –> 00:02:57,110
means to be a post- COVID customer and how companies
57
00:02:57,110 –> 00:03:00,180
are driving empathy at scale. But to start with, I’d
58
00:03:00,180 –> 00:03:02,180
like to start with a little survey, if you don’t
59
00:03:02,180 –> 00:03:05,420
mind. And if you can go ahead and answer these
60
00:03:05,420 –> 00:03:08,260
question, the question we have up in the window. What
61
00:03:08,260 –> 00:03:10,850
are the biggest changes you’ve seen over the past year
62
00:03:10,850 –> 00:03:14,650
that are driving digital transformation? And please select all that
63
00:03:14,650 –> 00:03:18,700
apply. One, need to reassure customers they can reach you
64
00:03:18,700 –> 00:03:25,490
whenever needed. Two, increase interaction volume, more calls, chats, SMS,
65
00:03:25,490 –> 00:03:31,080
messages. Three, higher customer expectations to show me that me.
66
00:03:31,930 –> 00:03:36,260
Four, demographic change mix over different channels. And five, all
67
00:03:36,260 –> 00:03:38,750
of the above. Go ahead and give you just a
68
00:03:38,750 –> 00:03:41,260
second to go ahead and answer that question for us,
69
00:03:41,260 –> 00:03:58,210
if you would please. Okay, let’s see what the results
70
00:03:58,210 –> 00:04:03,400
are showing. So, the number one, as we probably would
71
00:04:03,400 –> 00:04:07,570
have expected, at 43 1/2% was all of the above.
72
00:04:08,600 –> 00:04:11,660
The second largest was increased interaction volume. More calls, more
73
00:04:11,660 –> 00:04:16,330
chats, SMS, and messages. Third was demographic change mix over
74
00:04:16,330 –> 00:04:20,190
channels. And fourth was need to reassure customers they can
75
00:04:20,190 –> 00:04:22,940
reach you whenever needed. And lastly was the higher customer
76
00:04:22,940 –> 00:04:28,070
expectation. And that actually leads real well into what my
77
00:04:28,070 –> 00:04:32,660
presentation is about and where things are going. with the
78
00:04:32,660 –> 00:04:36,230
pandemic there were a number of effects that changed, a
79
00:04:36,230 –> 00:04:39,580
number of things that affected the consumer and the customer.
80
00:04:40,360 –> 00:04:44,100
It created unique situations for some industries, such as retail,
81
00:04:44,330 –> 00:04:47,470
healthcare, and look at hospitality. And before we got on
82
00:04:47,470 –> 00:04:49,700
the call we were talking a little bit about travel.
83
00:04:49,960 –> 00:04:52,650
The airlines have really had to change what’s going on. It has
84
00:04:53,210 –> 00:04:56,170
forced them to rethink the way they use technology to
85
00:04:56,170 –> 00:04:59,420
engage with their customers. And what I want to highlight
86
00:04:59,420 –> 00:05:01,880
is some of the effects that we’re seeing from COVID
87
00:05:01,880 –> 00:05:07,500
that are happening already. There are three cracks in what
88
00:05:07,500 –> 00:05:11,790
we call customer experience, specifically COVID cracks. And what we
89
00:05:11,790 –> 00:05:15,450
mean by that is that, with COVID we saw an acceleration
90
00:05:15,450 –> 00:05:19,080
in the digital transformation forced upon companies. They had to
91
00:05:19,080 –> 00:05:22,170
digitally transform because they weren’t ready for all of the
92
00:05:22,170 –> 00:05:26,190
impacts that the pandemic would have on them. And so,
93
00:05:26,190 –> 00:05:29,700
the three cracks, what we call, essentially exposing the digital
94
00:05:29,700 –> 00:05:36,590
underbelly are contactless experiences, customer automation and self- service, and
95
00:05:36,590 –> 00:05:38,770
apps become the interface. And we’re going to start off
96
00:05:38,770 –> 00:05:44,670
with the contactless experience. Basically what happened is, because of
97
00:05:45,010 –> 00:05:48,050
COVID we went from an in- person, person- to- person
98
00:05:48,050 –> 00:05:52,650
type of engagement and interaction to these contactless experiences. And
99
00:05:52,650 –> 00:05:56,070
it’s everything from contactless product delivery, to payment, to product
100
00:05:56,070 –> 00:05:59,450
pickup. All kinds of different things, and the whole reason
101
00:05:59,450 –> 00:06:03,330
behind that was because it made consumers and customers feel
102
00:06:03,330 –> 00:06:06,900
safer. Now, in my experience, one of the more interesting
103
00:06:06,900 –> 00:06:10,040
ones to watch was Best Buy. Before, you used to
104
00:06:10,040 –> 00:06:12,210
go into the showroom, you’d look around, there’d be stuff
105
00:06:12,210 –> 00:06:14,580
in there, lots of people in there looking at everything
106
00:06:14,580 –> 00:06:18,330
from refrigerators, to new iPhones, to new computers. In the
107
00:06:18,380 –> 00:06:21,740
pandemic, actually Best Buy was well- positioned to deal with
108
00:06:21,740 –> 00:06:25,180
this transformation, and just a few months in they’d already
109
00:06:25,180 –> 00:06:28,150
switched over to the ability to do curbside pickup, order
110
00:06:28,150 –> 00:06:31,840
online, look into their supply chain. What we found is
111
00:06:32,010 –> 00:06:37,870
that, with customers, 38% of them said during our surveys
112
00:06:38,180 –> 00:06:44,890
that contactless experiences make them feel a lot safer, or
113
00:06:44,890 –> 00:06:50,700
much safer. What kind of contactless experiences? Specifically, contactless product
114
00:06:50,700 –> 00:06:54,920
delivery. That was the most preferred contactless approach. So everything
115
00:06:54,920 –> 00:06:58,930
from DoorDash to something coming from Amazon. But right up
116
00:06:58,930 –> 00:07:03,330
there was contactless payment, product pick up, check- in, customer
117
00:07:03,330 –> 00:07:06,970
service, and no- signature checkout. But that was just the
118
00:07:06,970 –> 00:07:09,530
start. That was just the first crack that we saw.
119
00:07:10,810 –> 00:07:14,040
But how does this actually manifest in the world it
120
00:07:14,040 –> 00:07:16,850
is that we’re dealing with today? And probably the best
121
00:07:16,850 –> 00:07:19,300
example we have out there is actually grocery pick up.
122
00:07:21,380 –> 00:07:26,810
30. 5, almost 31% of consumers said they would like
123
00:07:26,810 –> 00:07:33,130
curbside pick up to continue. Not really unexpected because by
124
00:07:33,140 –> 00:07:38,110
2023, IDC expects 75% of grocery e- commerce orders will be
125
00:07:38,110 –> 00:07:41,290
picked up curbside or in- store at a special type
126
00:07:41,290 –> 00:07:45,550
of kiosk, driving a 35% increase in investment in on-
127
00:07:45,550 –> 00:07:49,330
site or nearby micro- fulfillment centers to meet that need
128
00:07:49,380 –> 00:07:54,120
of the customer. We talked a little bit about contactless
129
00:07:54,120 –> 00:07:58,650
experience, what’s the next one? Well, that’s customer automation and
130
00:07:58,650 –> 00:08:01,610
self- service. That’s one of the things that grew fairly
131
00:08:01,610 –> 00:08:06,340
quickly during the whole pandemic, is customer automation and self-
132
00:08:06,350 –> 00:08:09,450
service. How do customers take care of things themselves? How
133
00:08:09,450 –> 00:08:12,170
do they actually, instead of going into a store or
134
00:08:12,170 –> 00:08:14,730
going into a location somewhere, how are they able to
135
00:08:14,730 –> 00:08:21,370
do it digitally, online, and move that forward? And so,
136
00:08:21,370 –> 00:08:25,370
what we found is that, during COVID- 19 and the
137
00:08:25,370 –> 00:08:28,770
pandemic, there were a lot of increases in adoption around
138
00:08:28,770 –> 00:08:33,190
the usage and adoption of automated self- service technologies. So
139
00:08:33,190 –> 00:08:36,650
for example, the use of telemedicine, first- time use of
140
00:08:36,960 –> 00:08:43,190
telemedicine, was up 28. 2%. Video calls, Zoom calls, Teams
141
00:08:43,190 –> 00:08:48,470
calls, WebEx calls went up 26.2%. Mobile ordering went up
142
00:08:48,510 –> 00:08:52,700
20. 5%, people actually ordering things on their phone. Everything
143
00:08:52,700 –> 00:08:56,970
from Amazon to, say Chipotle or Chic- Fil-A. But that
144
00:08:56,970 –> 00:09:01,420
wasn’t just it. What’s also increased is that push towards
145
00:09:01,420 –> 00:09:06,630
mobile apps and how we do automated and self- service
146
00:09:06,680 –> 00:09:11,530
through mobile apps. In fact, mobile applications, their usage of
147
00:09:11,530 –> 00:09:16,360
by consumers and customers went up almost 36%. Mobile ordering
148
00:09:16,360 –> 00:09:21,790
was up 27. 5% previously. Mobile payments, and this is
149
00:09:21,790 –> 00:09:25,540
one of the really interesting ones, between that and alternative payments, mobile
150
00:09:25,630 –> 00:09:30,000
payments was up 18%. Alternative payments, using things like PayPal,
151
00:09:30,000 –> 00:09:35,990
Venmo, things like that, was up almost 23%. So first
152
00:09:35,990 –> 00:09:39,500
of all, we saw the digital transformation around contactless experiences.
153
00:09:39,630 –> 00:09:42,750
And then we see this move into customer support and
154
00:09:42,750 –> 00:09:45,880
self- service, all being automated and again, in a lot
155
00:09:45,880 –> 00:09:50,550
of ways, contactless. So how has this manifested out into
156
00:09:50,550 –> 00:09:54,720
the world? Well specifically when you talk about telemedicine, this
157
00:09:54,720 –> 00:09:57,130
is probably one of the biggest changes because with healthcare,
158
00:09:57,410 –> 00:09:59,910
a lot of that is that personal interaction back and
159
00:09:59,910 –> 00:10:04,360
forth with the doctor or other healthcare provider, and IDC
160
00:10:04,360 –> 00:10:09,100
believes that telemedicine is here to stay just because it’s
161
00:10:09,100 –> 00:10:11,700
a simpler and easier way to interact and engage with
162
00:10:11,700 –> 00:10:16,080
your healthcare providers. For example, one of my children goes
163
00:10:16,080 –> 00:10:18,640
and sees a speech therapist and it used to be
164
00:10:18,640 –> 00:10:23,160
this was all done in person. Now what happens is
165
00:10:23,160 –> 00:10:26,390
that he has a weekly appointment with his speech therapist
166
00:10:26,570 –> 00:10:29,830
through Zoom and they’re able to interact and engage, and the
167
00:10:29,830 –> 00:10:31,630
audio and the video is good enough that they can
168
00:10:31,630 –> 00:10:35,050
actually make those necessary changes and teach him what it
169
00:10:35,050 –> 00:10:38,590
is he needs to adapt to his speech therapy. So,
170
00:10:38,780 –> 00:10:40,880
telemedicine is one of those things that are here to
171
00:10:41,750 –> 00:10:46,010
stay, and IDC believes by 2023, providers and life science companies
172
00:10:46,010 –> 00:10:51,740
will increase spending by 70% on health technologies, specifically those
173
00:10:51,740 –> 00:10:55,600
health telemedicine type technologies. So we continue to move that
174
00:10:55,790 –> 00:11:01,470
forward. Now we’ve talked about contactless experiences, we’ve talked about
175
00:11:01,470 –> 00:11:06,130
the consumer automation. Lastly, it’s really the applications become the
176
00:11:06,190 –> 00:11:09,170
primary interface for how we interact and engage with the
177
00:11:09,170 –> 00:11:14,820
world. With COVID- 19, it introduced a whole lot of new
178
00:11:14,820 –> 00:11:17,150
task apps that we’ve never had on our phones before.
179
00:11:17,330 –> 00:11:20,290
We’re used to having things like email, we’re used to
180
00:11:20,290 –> 00:11:25,690
having maybe FaceTime. Maybe you’re checking Facebook or doing doomscrolling
181
00:11:25,740 –> 00:11:29,970
on TikTok or maybe Instagram. But the fact of the
182
00:11:29,970 –> 00:11:32,330
matter is that we have a lot of new apps
183
00:11:32,330 –> 00:11:36,130
that were task- oriented that were introduced during COVID- 19.
184
00:11:36,510 –> 00:11:39,350
Probably the biggest one introduced, obviously, was the COVID incident
185
00:11:39,350 –> 00:11:43,410
management applications and symptom tracking. But the fascinating thing is,
186
00:11:43,410 –> 00:11:45,810
as we get through the pandemic, those are going to
187
00:11:45,810 –> 00:11:48,420
drop away but what’s going to stay in place? The
188
00:11:48,420 –> 00:11:53,840
workplace safety applications, the curbside pickup applications, and the office
189
00:11:53,840 –> 00:11:57,420
space utilization applications. You’re going to see a whole lot
190
00:11:57,420 –> 00:12:00,540
more new applications that lay out how it is we
191
00:12:00,550 –> 00:12:04,640
interact and engage, both with other employees and with customers
192
00:12:04,690 –> 00:12:07,840
and consumers as they’re out there. So this is the
193
00:12:07,840 –> 00:12:10,040
new world that we’re dealing with. A lot of this
194
00:12:10,040 –> 00:12:15,400
is going to be happening through those mobile devices. In
195
00:12:15,400 –> 00:12:18,420
fact, probably one of the best examples that I can give
196
00:12:18,420 –> 00:12:22,310
during this whole process was the whole food delivery. One
197
00:12:22,310 –> 00:12:25,470
of the fabulous things about being home now, when I
198
00:12:25,470 –> 00:12:26,850
used to travel so much, is that I had a
199
00:12:26,850 –> 00:12:31,560
number of dollars stashed up in Uber Cash. And so,
200
00:12:31,560 –> 00:12:33,590
it was fun when my kids were home from school
201
00:12:33,590 –> 00:12:35,080
that they would come in and they would say, ” Okay,
202
00:12:35,080 –> 00:12:38,530
he Dad, can we order Uber Eats using the money
203
00:12:38,530 –> 00:12:41,400
you have on your Uber app?” And that was kind
204
00:12:41,400 –> 00:12:43,270
of cool for a couple of times. After the third
205
00:12:43,270 –> 00:12:45,020
time, it’s like, ” No, you can go downstairs and make
206
00:12:45,020 –> 00:12:47,460
yourself a PB& J. But the fact of the matter
207
00:12:47,460 –> 00:12:50,930
is that food delivery is not going away. It’s something
208
00:12:51,140 –> 00:12:55,130
to stay. And it’s going to increase for restaurants and
209
00:12:55,130 –> 00:12:58,120
eats into their profits just as a way to be
210
00:12:58,120 –> 00:13:02,750
able to survive. 31% of consumers would like home delivery
211
00:13:02,750 –> 00:13:06,470
of goods to continue. And honestly, I think this is
212
00:13:06,470 –> 00:13:08,390
going to grow. I don’t know how many of you
213
00:13:08,390 –> 00:13:10,730
remember the old Peapod and places like that where they
214
00:13:10,730 –> 00:13:14,170
would actually deliver groceries. This is going to grow even
215
00:13:14,170 –> 00:13:18,830
more. In fact, IDC believes by 2023, 30% of restaurants
216
00:13:18,830 –> 00:13:23,440
using third party delivery platforms will deploy native delivery options
217
00:13:23,440 –> 00:13:25,640
to eliminate that third party feed because they want to
218
00:13:25,640 –> 00:13:28,460
retain that money. What that means is that they’re using
219
00:13:28,460 –> 00:13:32,700
technology to continue to build up their baseline revenue in
220
00:13:32,700 –> 00:13:34,590
this new type of world it is that we’re dealing
221
00:13:34,590 –> 00:13:39,660
with. So, if you work in technology, if you’re CIO,
222
00:13:39,660 –> 00:13:44,400
a CTO, a CMO, what does this mean for you? Well, here’s
223
00:13:44,400 –> 00:13:48,650
what it means for you. CX is now becoming urgent
224
00:13:48,660 –> 00:13:52,290
for the C- Suite. IDC does a lot of research,
225
00:13:52,290 –> 00:13:55,760
we take a lot of surveys, and back in January
226
00:13:56,490 –> 00:14:00,160
or February we surveyed what we call our future enterprise
227
00:14:00,160 –> 00:14:05,010
survey. And we had CxO type officers outline where the
228
00:14:05,190 –> 00:14:08,390
primary priorities were for the C- Suite in their companies.
229
00:14:09,040 –> 00:14:12,940
And customer experience was down number eight because there’s so
230
00:14:12,940 –> 00:14:15,820
many other things that are going on out there. And
231
00:14:16,140 –> 00:14:19,240
most companies honestly believe that they can always find another
232
00:14:19,240 –> 00:14:23,740
customer. What we found is that with the pandemic, customer
233
00:14:23,740 –> 00:14:27,220
experience went from number eight to number two, and it
234
00:14:27,770 –> 00:14:30,660
remained in one of the top three slots every month
235
00:14:30,660 –> 00:14:34,040
for the rest of the year. This is where the
236
00:14:34,040 –> 00:14:38,890
priority was. Customer experience become a top priority because companies
237
00:14:38,890 –> 00:14:42,810
realize that without a customer, they didn’t have a company.
238
00:14:44,540 –> 00:14:48,020
So what are the challenges to driving a differentiated experience?
239
00:14:49,950 –> 00:14:52,790
Again, from our survey, the biggest challenge out there is
240
00:14:52,790 –> 00:14:55,610
that cross- channel experience. How do you move from a
241
00:14:55,610 –> 00:14:58,080
mobile device to a website to an in- person, and
242
00:14:58,080 –> 00:15:01,660
maybe back to a mobile device? 69% of our respondents
243
00:15:01,660 –> 00:15:04,330
said that was the number- one thing they were challenged
244
00:15:04,330 –> 00:15:07,600
with. The number two was how do you switch, in
245
00:15:07,600 –> 00:15:11,610
a pandemic environment, into a customer- centric organization? What does
246
00:15:11,610 –> 00:15:15,330
it take and how do you move that forward? Third
247
00:15:15,330 –> 00:15:20,410
was tying that improvement in customer experience to revenue, and
248
00:15:20,410 –> 00:15:24,480
that’s absolutely critical because if you can’t prove the revenue,
249
00:15:24,750 –> 00:15:28,470
then you can’t prove the value of the experience. And
250
00:15:28,470 –> 00:15:30,750
the last one, all the way down at 38% was
251
00:15:30,750 –> 00:15:33,420
integrated the customer data. Now I’ll just tell you from
252
00:15:33,420 –> 00:15:35,640
experience, you’re going to see this one rise because this
253
00:15:35,640 –> 00:15:38,860
is the lifeblood of customer experience. If you look at
254
00:15:38,860 –> 00:15:42,180
the work that Genesys and Adobe do, this is really
255
00:15:42,180 –> 00:15:45,850
the lifeblood. The customer data, moving that customer data around
256
00:15:46,090 –> 00:15:48,510
and being able to drive all of the intelligence and
257
00:15:48,510 –> 00:15:52,050
analytics, and therefore the better experience that they’re able to
258
00:15:52,050 –> 00:15:55,610
provide. So, when you think about where this goes in
259
00:15:55,610 –> 00:15:58,920
the future, think about starting with the customer at the
260
00:15:58,920 –> 00:16:01,660
center. This is where the future is going to be
261
00:16:01,660 –> 00:16:04,070
and this is how companies like Adobe and Genesys are
262
00:16:04,070 –> 00:16:06,900
pulling this together. Customers at the center, and they want
263
00:16:06,900 –> 00:16:09,800
four things. They want a conversation with the brand, they
264
00:16:09,800 –> 00:16:13,410
want a clear customer journey, they want a good experience,
265
00:16:13,450 –> 00:16:16,190
and they want satisfaction and being able to express that
266
00:16:16,190 –> 00:16:19,880
satisfaction. So really, what it comes down to is an
267
00:16:19,880 –> 00:16:24,160
empathetic relationship between customers and brands built upon what the
268
00:16:24,160 –> 00:16:27,570
customer wants and how they want to be treated. But
269
00:16:27,570 –> 00:16:31,420
that’s just the beginning because this all happens through this
270
00:16:31,420 –> 00:16:36,780
lens of technology. And it’s this technology around awareness, engaging,
271
00:16:37,080 –> 00:16:42,210
learning and measuring. Every customer engagement now happens through a
272
00:16:42,210 –> 00:16:47,590
lens of technology, and that’s the critical piece here. Lastly,
273
00:16:48,990 –> 00:16:52,260
you’ve got the customer, you’ve got the technology. It has
274
00:16:52,260 –> 00:16:57,400
to drive business outcomes that drives empathy at scale. That’s
275
00:16:57,400 –> 00:17:00,810
really where the future is now, is empathy at scale.
276
00:17:00,870 –> 00:17:02,860
And that’s what technology is driving, and that’s what that
277
00:17:02,860 –> 00:17:05,920
relationship with the customer is all about. So this is what
278
00:17:05,920 –> 00:17:08,070
I’d like to leave you with because this is what
279
00:17:08,070 –> 00:17:13,290
it means. The customer experience of today and tomorrow is
280
00:17:13,290 –> 00:17:19,870
all about awareness. It’s about engagement. It’s about learning. It’s
281
00:17:19,870 –> 00:17:25,140
about measurement. And it’s about data. And these, together, are
282
00:17:25,150 –> 00:17:28,570
what drive empathy at scale, and all this happens through
283
00:17:28,570 –> 00:17:31,750
the lens of technology. Now I’d like to turn it
284
00:17:31,750 –> 00:17:34,760
over to my colleagues and let them take this forward
285
00:17:34,760 –> 00:17:39,310
from here. Great. Thank you very much, Alan. A lot
286
00:17:39,310 –> 00:17:42,640
of good information. We’d like to learn a little bit
287
00:17:42,640 –> 00:17:46,700
more about your specific CX challenges before Sridhar and I
288
00:17:46,960 –> 00:17:52,950
start talking about the Adobe Genesys partnership and integrations. So
289
00:17:53,200 –> 00:17:56,980
we have a question here and a few options. What
290
00:17:56,980 –> 00:18:01,040
are your CX challenges in the new digital world? One,
291
00:18:01,100 –> 00:18:05,610
improve customer retention/ loyalty, reduce churn. That’s probably pretty important.
292
00:18:06,040 –> 00:18:13,280
Personalize the experiences to impact very specific KPIs. CSAT, increase
293
00:18:13,280 –> 00:18:17,130
revenue, increase lead velocity, and for those contact center people
294
00:18:17,130 –> 00:18:20,920
out there, first call resolution, average handle time. Are those
295
00:18:20,920 –> 00:18:25,710
important KPIs? Are you focused on reducing the call interaction
296
00:18:25,710 –> 00:18:30,310
volume through automation, using bots or chats rather than calls?
297
00:18:31,030 –> 00:18:33,920
And do you have commitments to your customers, whether they’re
298
00:18:33,920 –> 00:18:39,130
internal within your organization or to external customers, to meet
299
00:18:39,130 –> 00:18:44,070
service level agreements? So, let’s take a look at the
300
00:18:44,120 –> 00:18:54,030
results. So, reducing call interaction volume. That’s pretty interesting, that’s
301
00:18:55,060 –> 00:18:58,900
very good. So, as Alan was describing, the increase of
302
00:18:59,270 –> 00:19:02,950
volume of interactions going up, being able to handle those
303
00:19:03,010 –> 00:19:12,860
using AI. And second, these KPI metrics or specific revenue
304
00:19:12,860 –> 00:19:17,300
and lead velocity metrics, they’re pretty important as well. And
305
00:19:17,680 –> 00:19:21,990
reducing churn, increasing loyalty. And then finally, meeting your service
306
00:19:21,990 –> 00:19:30,070
level agreements. Great. All right, so as I mentioned, we’re
307
00:19:30,070 –> 00:19:35,200
here to talk about a new strategic partnership between Genesys
308
00:19:35,200 –> 00:19:39,700
and Adobe, a very exciting partnership. We’ll describe what that
309
00:19:39,700 –> 00:19:43,440
partnership is, talk about the integrations between our two platforms,
310
00:19:43,690 –> 00:19:46,720
and then we’re going to give you a demonstration that actually shows you
311
00:19:47,030 –> 00:19:51,770
how we break down these silos between marketing, commerce, sales
312
00:19:51,770 –> 00:19:56,150
and service across the entire customer life cycle, customer journey,
313
00:19:56,660 –> 00:20:00,620
to utilize the data that exists, the behaviors that occur,
314
00:20:01,290 –> 00:20:05,040
so we can link the marketing profiles with contact history
315
00:20:05,480 –> 00:20:10,980
for real- time engagement. And the goal is to allow
316
00:20:10,980 –> 00:20:14,610
you to see and know more about your customers, personalize
317
00:20:14,610 –> 00:20:18,950
better, and engage smarter and faster to achieve some of
318
00:20:19,100 –> 00:20:24,460
those KPIs that we were just talking about. And another
319
00:20:24,470 –> 00:20:27,500
way to look at this is we’re leveraging each other’s
320
00:20:27,500 –> 00:20:33,250
strengths, Adobe and Genesys. Genesys is a contact center platform,
321
00:20:33,430 –> 00:20:38,530
customer experience platform, focused on real- time engagement. Most of
322
00:20:38,530 –> 00:20:41,850
the engagement is one- to- one between an agent or
323
00:20:41,850 –> 00:20:46,100
an employee and a customer, and a marketing or digital
324
00:20:46,100 –> 00:20:49,760
experience platform from Adobe, they’re focused on communicating one- to-
325
00:20:49,760 –> 00:20:55,120
many, as marketeers do. And we want to leverage the
326
00:20:55,120 –> 00:20:58,020
data that exists in the contact center and all of
327
00:20:58,020 –> 00:21:00,160
the other connection points that we have in the contact
328
00:21:00,160 –> 00:21:05,840
center, with the data and marketing technology stack that exists
329
00:21:06,180 –> 00:21:10,920
in the sales and marketing part of the organization to
330
00:21:11,030 –> 00:21:16,960
develop this single unified view so we have better conversations,
331
00:21:17,150 –> 00:21:22,600
as Alan was describing, clearer journeys, and good experiences for
332
00:21:22,600 –> 00:21:25,970
the customer in context. So we’re engaging at the right
333
00:21:25,970 –> 00:21:29,930
moments with the right information to make the employees smarter,
334
00:21:30,090 –> 00:21:34,060
the customers happier, and the outcomes better so that those
335
00:21:34,060 –> 00:21:39,520
customers are satisfied. So Alan was describing the trends that
336
00:21:39,800 –> 00:21:42,650
he’s seen in the COVID world. Let’s hear a little
337
00:21:42,650 –> 00:21:46,500
bit from Sridhar about the trends that Adobe is seeing.
338
00:21:49,980 –> 00:21:54,380
Sridhar? Thank you, Dan. And like Alan was pointing out,
339
00:21:54,530 –> 00:21:58,620
in this COVID and post- COVID era, with cashless payments
340
00:21:58,670 –> 00:22:05,430
or contactless experiences, one of the key motivators for customers and businesses,
341
00:22:06,370 –> 00:22:09,470
we find ourselves to be in a very fortunate position
342
00:22:09,510 –> 00:22:11,990
to be the nexus of many of these micro trends.
343
00:22:12,300 –> 00:22:14,010
I’m not going to go through all of them but I’ll
344
00:22:14,010 –> 00:22:16,430
just pick a few of them which actually might resonate
345
00:22:16,430 –> 00:22:19,210
with you. The first one is, this is actually the
346
00:22:19,210 –> 00:22:22,740
golden age of design and creativity. So design is actually
347
00:22:22,820 –> 00:22:26,690
competitive advantage for businesses, large and small. How they present
348
00:22:26,690 –> 00:22:29,720
themselves, how they make things easier for customers to interact
349
00:22:29,720 –> 00:22:32,880
with, as well as how they use technology as a
350
00:22:32,880 –> 00:22:37,710
canvas for exploring new areas, whether it is voice, or
351
00:22:37,710 –> 00:22:41,870
VR, AR, or artificial intelligence, things like that. The second
352
00:22:41,870 –> 00:22:46,770
one is, technology is actually reshaping productivity. So documents continue
353
00:22:47,030 –> 00:22:49,750
to still be the core of how people work, so if we look
354
00:22:49,750 –> 00:22:53,510
at realtors, if we look at any major business, they are moving
355
00:22:54,490 –> 00:22:58,250
non- paper artifact whether it is using Adobe Sign or
356
00:22:58,250 –> 00:23:03,110
any other mechanism of creating via the web or email
357
00:23:03,210 –> 00:23:04,960
without having to actually having to pick up a paper and
358
00:23:04,960 –> 00:23:08,260
sign the paper. The third one is around how experiences
359
00:23:08,260 –> 00:23:12,270
matter more now than ever. The first one is customers will
360
00:23:12,270 –> 00:23:15,990
need to know and anticipate what their customers will want
361
00:23:15,990 –> 00:23:19,320
from them, and why they are contacting them in the first place.
362
00:23:19,660 –> 00:23:22,980
And second one is the data itself. The more data
363
00:23:23,060 –> 00:23:26,150
which they collect today becomes a mandate of how they’re
364
00:23:26,150 –> 00:23:28,590
going to protect the data, as well as being transparent
365
00:23:28,710 –> 00:23:31,460
about how they are going to use this data. And
366
00:23:31,460 –> 00:23:39,310
all these trends are all by artificial intelligence and machine
367
00:23:39,310 –> 00:23:45,750
learning. They accelerate these trends. Speaking about Adobe, what Adobe
368
00:23:45,750 –> 00:23:50,730
does, Adobe was founded in 1982 and since then, from
369
00:23:50,730 –> 00:23:54,640
the beginning, setting the standard for digital experiences has been
370
00:23:54,640 –> 00:23:58,000
one of the prime goals or motivation factors for us. At Adobe,
371
00:23:59,240 –> 00:24:03,010
our mission is to change the world through digital experiences. So,
372
00:24:03,010 –> 00:24:05,290
from the moment you wake up in the morning until
373
00:24:05,290 –> 00:24:07,430
you go to bed at night are the media you
374
00:24:07,430 –> 00:24:11,070
consume, the content that you see on your mobile phone,
375
00:24:11,070 –> 00:24:14,730
or the websites you browse through, or the apps that you use, at some
376
00:24:14,730 –> 00:24:17,360
point they all actually have some sort of connectivity or
377
00:24:17,810 –> 00:24:21,520
touched by Adobe technology, whether it is the creations that you
378
00:24:21,520 –> 00:24:25,570
see done via Photoshop or Illustrator, or whether it is
379
00:24:25,570 –> 00:24:28,640
the pages that are delivered via the Experience Manager or
380
00:24:28,640 –> 00:24:32,360
the personal Adobe Target, there is always some sort of
381
00:24:32,470 –> 00:24:35,000
Adobe’s presence in the gadgets that you use, as well
382
00:24:35,000 –> 00:24:40,870
as the content that we consume today. At its essence, Adobe
383
00:24:40,870 –> 00:24:45,050
gives everyone, from emerging artists to global grants, everything they
384
00:24:45,050 –> 00:24:50,080
need to design and deliver exceptional digital experiences. I would
385
00:24:50,080 –> 00:24:57,310
like to walk through how we see current technology landscape
386
00:24:57,430 –> 00:25:04,130
in this specific era. So, coming to strategy, right? So,
387
00:25:04,130 –> 00:25:07,820
originally Adobe was known as a company that deals with
388
00:25:07,910 –> 00:25:12,100
creating creative tools that will help creators, designers, whether it
389
00:25:12,100 –> 00:25:16,250
is creating a nice image in Photoshop or to create
390
00:25:16,250 –> 00:25:21,540
banners or content within Acrobat, or InDesign, or Dreamweaver. Over the
391
00:25:21,540 –> 00:25:25,520
last decade or so, we have been slowly merging both the creative
392
00:25:25,520 –> 00:25:28,490
business as well as the marketing business, so all the
393
00:25:28,490 –> 00:25:32,770
creative artifacts that are developed by these creator people will
394
00:25:32,770 –> 00:25:35,070
need to get into the consumer’s hands. Whether it is
395
00:25:35,070 –> 00:25:37,890
via web or whether it is via print media. So
396
00:25:37,890 –> 00:25:41,820
we do all that, so within the marketing business, we
397
00:25:41,820 –> 00:25:45,730
have our Experience Manager for edge delivery, we have analytics
398
00:25:45,730 –> 00:25:49,460
to get insights of what is currently being viewed, what
399
00:25:49,460 –> 00:25:52,370
customers like, what they don’t like, where they currently need.
400
00:25:53,020 –> 00:25:57,230
And then we also provide targeting campaigns and other via
401
00:25:57,230 –> 00:26:00,210
marketing cloud products. And then, like I said earlier, the
402
00:26:00,210 –> 00:26:03,660
move from paper to print, or paper to digital, that
403
00:26:03,660 –> 00:26:06,110
transformation has also been happening for quite some time now.
404
00:26:06,850 –> 00:26:09,880
We have Adobe Sign as well as we also have Acrobat,
405
00:26:10,770 –> 00:26:16,520
which in that aspect. Great, so we’ve heard a bit
406
00:26:16,520 –> 00:26:20,690
about Adobe strategy. Oops, let me back up here. Adobe
407
00:26:20,690 –> 00:26:25,550
strategy, and I’ll highlight how Adobe strategy and the Genesys
408
00:26:25,550 –> 00:26:29,430
strategy are very complementary. We’ve been around a long time
409
00:26:29,430 –> 00:26:32,750
as well, 30 years, and we have many of the
410
00:26:32,750 –> 00:26:36,990
same customers. We are listing some very recognizable brands here
411
00:26:36,990 –> 00:26:39,980
and large companies, but I want to emphasize that we
412
00:26:39,980 –> 00:26:46,310
also have customers in the small, medium, large business category,
413
00:26:46,310 –> 00:26:51,790
not just enterprise customers. And many of these customers are
414
00:26:51,810 –> 00:26:55,340
very large, and they have many, many agents interacting with,
415
00:26:55,340 –> 00:26:59,850
and customers, which results in a great deal of data
416
00:27:00,010 –> 00:27:04,570
that is derived from the massive amount of interactions that
417
00:27:04,570 –> 00:27:09,020
are occurring on a daily basis. So, we are utilizing
418
00:27:09,080 –> 00:27:16,890
that data to become smarter and to optimize the customer
419
00:27:16,890 –> 00:27:25,610
experience. And leveraging the customer service tech stack, the agents,
420
00:27:25,830 –> 00:27:28,620
and users of the platform on the left side of
421
00:27:28,620 –> 00:27:33,360
the wall. And we’re also leveraging now with the partnership
422
00:27:33,360 –> 00:27:39,270
by breaking down that wall to leverage the data and
423
00:27:39,270 –> 00:27:43,730
the insights that exist from the Adobe platform. So we’ll
424
00:27:43,730 –> 00:27:48,320
know things like which campaigns appealed to a customer who
425
00:27:48,320 –> 00:27:52,150
might be calling in for support. And we can leverage
426
00:27:52,150 –> 00:27:57,560
that to eliminate a disjointed customer experience. Many times we
427
00:27:57,560 –> 00:28:05,510
think of receiving emails and information from businesses via one
428
00:28:06,270 –> 00:28:12,700
channel and one experience, but as a consumer, we shop,
429
00:28:12,840 –> 00:28:16,580
we buy, and we get customer care and we do
430
00:28:16,580 –> 00:28:20,190
that with the business. And we want to make sure
431
00:28:20,190 –> 00:28:27,560
that, as consumers, we have this very tightly integrated experience.
432
00:28:27,780 –> 00:28:32,080
And, as you highlighted in the survey question, one of
433
00:28:32,080 –> 00:28:36,530
your challenges to eliminate these disjointed experiences. And you also
434
00:28:36,530 –> 00:28:40,040
want to deliver what the customer needs. Products that they
435
00:28:40,040 –> 00:28:44,710
need, services that they need, to increase the value that
436
00:28:44,710 –> 00:28:49,660
you’re receiving and delivering to those customers. And again, leveraging
437
00:28:49,660 –> 00:28:53,140
the data and the technology on both sides of that
438
00:28:53,140 –> 00:28:57,910
wall, we can fulfill the brand promise that’s often made
439
00:28:57,910 –> 00:29:00,690
by the marketing side of the house but the customer
440
00:29:00,690 –> 00:29:03,770
care and the people that are engaging in real- time
441
00:29:04,280 –> 00:29:06,790
are often the people who have to deliver on that
442
00:29:07,170 –> 00:29:10,070
brand promise, to show the customer that we know them,
443
00:29:10,310 –> 00:29:13,650
to demonstrate that we value the information that they’ve shared.
444
00:29:13,880 –> 00:29:18,370
And we’ve been paying attention to these interactions so that
445
00:29:18,370 –> 00:29:22,240
we can know the best ways, the best moments, to
446
00:29:22,240 –> 00:29:25,920
engage. And this is really the essence of what we
447
00:29:25,920 –> 00:29:30,720
call experience as a service. There are many companies that
448
00:29:30,720 –> 00:29:34,560
we interact with, we categorize them here as the companies
449
00:29:34,560 –> 00:29:38,660
you swear at, right? Where you’ve been invited to their
450
00:29:38,660 –> 00:29:41,940
business and you call them and the first thing they
451
00:29:41,940 –> 00:29:44,240
do is ask you questions as if they don’t know
452
00:29:44,240 –> 00:29:48,910
who you are. Who are you, and why are you calling? It’s like inviting
453
00:29:48,910 –> 00:29:51,820
somebody over to your house for dinner, and you open
454
00:29:51,820 –> 00:29:54,760
the door and you say, ” Who are you and why
455
00:29:54,760 –> 00:29:59,740
are you here?” So, being able to understand the invitations,
456
00:29:59,740 –> 00:30:02,870
the marketing campaigns, that are driving people to your business,
457
00:30:03,130 –> 00:30:06,110
either to your website or to your call center over
458
00:30:06,110 –> 00:30:10,020
the phone, we want to make sure that we are
459
00:30:10,320 –> 00:30:13,620
aware of the entire customer life cycle so that we
460
00:30:13,620 –> 00:30:18,810
can deliver these empathetic experiences, what we call experiences as
461
00:30:18,810 –> 00:30:25,610
a service. The essence of empathy is paying attention. Observing,
462
00:30:25,710 –> 00:30:31,730
listening and understanding, and then remembering in context. When somebody
463
00:30:31,840 –> 00:30:36,330
is engaging with your business, they don’t necessarily follow a
464
00:30:36,380 –> 00:30:42,860
linear path from shopping, buying, et cetera. There is a
465
00:30:42,860 –> 00:30:46,770
lot of contextual changes. You may make a purchase and
466
00:30:46,770 –> 00:30:50,830
then you may have a support question. Or you may
467
00:30:50,830 –> 00:30:54,830
want to return a product. So being aware of what
468
00:30:54,830 –> 00:30:58,580
has happened across the entire customer life cycle is going
469
00:30:58,580 –> 00:31:02,780
to help you respond efficiently and in a way that
470
00:31:02,780 –> 00:31:06,500
shows the customer that you really value the information that
471
00:31:06,550 –> 00:31:10,160
they have shared with you. So Sridhar, maybe you could
472
00:31:10,160 –> 00:31:12,990
talk a little bit about the underlying technology and how
473
00:31:12,990 –> 00:31:18,260
we deliver this together. Sure, thank you. So, for the
474
00:31:18,260 –> 00:31:21,850
experience as a business, what we currently want to push here
475
00:31:22,110 –> 00:31:25,250
with this particular Genesys partnership is our Adobe Experience Cloud
476
00:31:25,250 –> 00:31:28,760
Solution that we are working to pair with Genesys. Adobe Experience
477
00:31:28,760 –> 00:31:33,570
Cloud is the industry’s most comprehensive solution for marketing, advertising,
478
00:31:33,630 –> 00:31:38,290
analytics and commerce, serving both B to C or B
479
00:31:38,290 –> 00:31:43,070
to B customers. Experience Cloud allows you to deliver exceptional experiences
480
00:31:43,070 –> 00:31:47,660
from creation all the way through to monetization, acquisition, retention,
481
00:31:47,660 –> 00:31:52,330
and even renewal of existing services that the brands might
482
00:31:52,330 –> 00:31:55,130
want to give to their customers. And at the core
483
00:31:55,340 –> 00:31:58,430
of the Experience Cloud, we have the Experience platform, which
484
00:31:58,830 –> 00:32:03,530
is our new strategic initiative for integrating with the different
485
00:32:03,580 –> 00:32:08,270
clouds versus different services, wherein we are able to pull in
486
00:32:08,270 –> 00:32:11,690
data from different parties, whether it is a customer’s online
487
00:32:11,690 –> 00:32:16,710
behavior via Adobe Analytics, or information that we collect via
488
00:32:16,710 –> 00:32:21,650
different DSPs or data providers and as well as campaigns
489
00:32:21,650 –> 00:32:25,160
that sends out emails to customers, and how a customer
490
00:32:25,170 –> 00:32:29,480
reacts to a particular targeted or personalized messages. All this
491
00:32:29,480 –> 00:32:32,380
data is now in the platform, and we use machine
492
00:32:32,380 –> 00:32:37,370
learning and artificial intelligence to uncover new insights and information
493
00:32:37,370 –> 00:32:43,590
that was not previously available. At the center of this
494
00:32:43,590 –> 00:32:48,210
platform, we have something called the real-time customer profile. So,
495
00:32:48,230 –> 00:32:51,330
when I go to a particular retail store, the store
496
00:32:51,330 –> 00:32:54,820
would know me as in and buying a particular device,
497
00:32:55,100 –> 00:32:59,950
or buying a particular product. As well as when I
498
00:32:59,950 –> 00:33:04,410
go online and search for similar for what I just
499
00:33:04,410 –> 00:33:07,670
bought, or even look up support information or any sort
500
00:33:07,670 –> 00:33:10,060
of issues that I want to get resolved, I’ll be
501
00:33:10,060 –> 00:33:11,950
using my email address to sign in, or I may
502
00:33:11,950 –> 00:33:14,710
be using my Facebook or my social media handles to
503
00:33:14,710 –> 00:33:18,270
connect. And this profile information is very disparate, right? So
504
00:33:18,270 –> 00:33:21,210
the way I interact with the particular brand could happen
505
00:33:21,210 –> 00:33:24,130
differently. And again, this could be happening from a mobile
506
00:33:24,130 –> 00:33:27,120
device, or from a laptop, or even in- person or
507
00:33:27,120 –> 00:33:31,730
offline, which is happening. And when we put all these
508
00:33:31,730 –> 00:33:36,010
data into one particular environment, it becomes very hard for
509
00:33:36,560 –> 00:33:38,900
analysts as well as marketers to figure out what is
510
00:33:38,900 –> 00:33:42,260
exactly happening. Why is a particular sale happening in the
511
00:33:42,260 –> 00:33:45,420
way it is happening? Or why exactly a consumer is
512
00:33:45,420 –> 00:33:47,980
not too happy with the brand? So what we are
513
00:33:47,980 –> 00:33:49,760
doing here is we are bringing in all the data
514
00:33:49,760 –> 00:33:54,330
into the platform, along with things like the customer’s interaction
515
00:33:54,350 –> 00:33:58,480
at the store level, the service that is complete online, as
516
00:33:58,480 –> 00:34:00,650
well as the point of sale, as well as a
517
00:34:00,650 –> 00:34:04,280
Genesys- provided customer experience data. That could be call center
518
00:34:04,280 –> 00:34:07,660
data, could be anything that Genesys gives to the platform. And
519
00:34:07,660 –> 00:34:10,880
all this data is stitched together, and it is available at
520
00:34:10,880 –> 00:34:14,730
the edge, meaning it is available for marketers, it’s available
521
00:34:14,730 –> 00:34:17,940
for call center agents, could be available for service people,
522
00:34:18,280 –> 00:34:21,130
at the edge instantaneously. Again, we are talking about less
523
00:34:21,130 –> 00:34:25,400
than a few milliseconds here. And this enables them to
524
00:34:25,400 –> 00:34:28,590
quickly interact with the person with the latest knowledge about
525
00:34:28,650 –> 00:34:31,180
what they have gone through, or what is the right
526
00:34:31,180 –> 00:34:35,560
level of interaction that they would want to come back. Empathy as
527
00:34:35,560 –> 00:34:44,830
a service. Let’s take a look at how this interaction
528
00:34:44,920 –> 00:34:50,630
would work. What would the experience feel like? So, we’re showing
529
00:34:50,630 –> 00:34:56,710
here a customer arriving on a website or calling into
530
00:34:56,710 –> 00:35:02,480
the contact center. And when they do that, the integrations
531
00:35:02,480 –> 00:35:06,650
we have between our platform, the Genesys platform, and the Adobe platform,
532
00:35:07,020 –> 00:35:11,140
we’re able to pull data out of the Experience Cloud
533
00:35:11,140 –> 00:35:17,650
platform, or the Adobe Experience platform, or Adobe Analytics, grab
534
00:35:17,650 –> 00:35:21,850
that information into the agent desktop in a consumable way
535
00:35:22,420 –> 00:35:26,460
to make the agent more knowledgeable about what brought the
536
00:35:26,460 –> 00:35:28,990
customer here, why are they calling us today? Why are
537
00:35:28,990 –> 00:35:33,270
they engaging? What were they doing before, during and after
538
00:35:33,270 –> 00:35:37,330
the interaction? And we can even pull product recommendations out
539
00:35:37,330 –> 00:35:41,740
so we have more relevant, contextual suggestions for the customer
540
00:35:42,000 –> 00:35:45,660
about products or services they may want to buy. And
541
00:35:45,660 –> 00:35:51,040
we can push and pull data during that interaction, and
542
00:35:51,040 –> 00:35:54,130
at the end of that interaction, to enrich the customer
543
00:35:54,130 –> 00:35:59,810
profile, to inform subsequent marketing campaigns about what the customer
544
00:35:59,810 –> 00:36:03,580
shared in that live conversation with an agent or support
545
00:36:03,580 –> 00:36:08,540
person so that at what stage that customer is in
546
00:36:08,540 –> 00:36:12,260
their buying decision. And that will inform what information to
547
00:36:12,260 –> 00:36:15,910
deliver to them to move them more efficiently, and in
548
00:36:16,040 –> 00:36:19,550
a better way, through the sales cycle, through the funnel.
549
00:36:20,240 –> 00:36:23,800
And we can also use these insights to trigger engagement
550
00:36:24,040 –> 00:36:28,040
more intelligently so you’re engaging at the right moments with
551
00:36:28,040 –> 00:36:32,420
the right information to drive the best outcome. So this
552
00:36:32,940 –> 00:36:37,590
real- time exchange of data really helps to optimize the
553
00:36:37,590 –> 00:36:45,310
experience and give you this integrated picture of who that
554
00:36:45,310 –> 00:36:50,210
customer is. So, we’re showing examples of customer experience data
555
00:36:50,210 –> 00:36:54,380
from the contact center, customer experience data from the various
556
00:36:55,140 –> 00:36:58,880
Adobe products that have been consolidated into the Adobe Experience
557
00:36:58,880 –> 00:37:04,560
platform to simplify and streamline the access to that data
558
00:37:04,830 –> 00:37:09,820
so that we can update the information in the moment
559
00:37:10,040 –> 00:37:15,980
and then use that during the conversation to impressionalize and
560
00:37:15,980 –> 00:37:20,120
optimize the experience for the customer. So, let me show
561
00:37:20,120 –> 00:37:27,020
you how this works by sharing my desktop. And I’m
562
00:37:27,170 –> 00:37:32,680
going to show you the solution, and I’m going to
563
00:37:32,800 –> 00:37:38,860
describe what the experience would look like with a customer
564
00:37:38,860 –> 00:37:43,980
either arriving on a website or dialing into the contact
565
00:37:43,980 –> 00:37:47,670
center. So, on the left we have a website, and
566
00:37:47,670 –> 00:37:50,530
the customer may have arrived on this website from a
567
00:37:50,530 –> 00:37:53,880
marketing campaign, or they may have just picked up the
568
00:37:53,880 –> 00:37:57,050
phone and called into the contact center. So on the
569
00:37:57,050 –> 00:38:00,150
right here, we’re taking a peek under the hood of
570
00:38:00,150 –> 00:38:06,300
the Genesys platform and we’re observing unknown visitors or callers,
571
00:38:06,520 –> 00:38:12,140
known visitors based upon their cookie, email, login, or recognized
572
00:38:12,140 –> 00:38:15,920
phone number. And we’re connecting in the back end with
573
00:38:15,920 –> 00:38:19,300
the Adobe Experience platform and other Adobe products. So we’ve
574
00:38:19,300 –> 00:38:23,450
got the Genesys platform, the Adobe platform, and we’re connecting
575
00:38:23,450 –> 00:38:27,160
these dots. And here we’re going to view what the
576
00:38:27,160 –> 00:38:31,910
platform can see about this one unknown visitor. So, first
577
00:38:31,910 –> 00:38:34,820
I’m showing you the platform view. This is not the
578
00:38:34,820 –> 00:38:39,270
agent view. This is what the platform can see. And as this
579
00:38:39,270 –> 00:38:41,970
visitor on the left, who may have arrived from a
580
00:38:41,970 –> 00:38:46,120
marketing campaign, begins to navigate around on the site, you’ll
581
00:38:46,120 –> 00:38:50,850
see that we’re observing, analyzing their behavior in real- time.
582
00:38:51,140 –> 00:38:53,960
We don’t know who this visitor is, they’re unknown, but we
583
00:38:53,960 –> 00:38:58,420
have some demographic and technographic information that may inform us
584
00:38:58,630 –> 00:39:01,520
a bit more about how, when, and with whom to
585
00:39:01,520 –> 00:39:05,240
engage. And then we can see here, previous visits that
586
00:39:05,240 –> 00:39:07,500
may have occurred, even though this person is unknown. They
587
00:39:07,500 –> 00:39:12,230
may have, without sharing their identity, visited our site over
588
00:39:12,380 –> 00:39:16,940
the past several months. And if the customer, visitor, starts
589
00:39:16,940 –> 00:39:20,240
to do things like add items to their shopping cart,
590
00:39:21,460 –> 00:39:24,780
or they could be filling out an application, we’re able
591
00:39:24,780 –> 00:39:28,620
to see that they’ve added items to their cart, what
592
00:39:28,620 –> 00:39:32,620
item, the dollar amount, the product category. We can track
593
00:39:32,750 –> 00:39:36,420
whether the cart value is increasing or decreasing, and we’re
594
00:39:36,420 –> 00:39:41,570
making predictions about whether they’re likely to make a purchase
595
00:39:41,820 –> 00:39:45,340
or fill out a lead form. These outcomes make sense
596
00:39:45,340 –> 00:39:49,560
for the G- Sol business. You would configure different outcomes.
597
00:39:49,740 –> 00:39:52,150
And once those outcomes are configured, we start to look
598
00:39:52,150 –> 00:39:55,540
at the attributes and behaviors of all those who achieve
599
00:39:55,920 –> 00:39:59,240
that outcome, and that’s how we’re making these predictions. So
600
00:39:59,240 –> 00:40:01,520
if this person decides they would like to log in
601
00:40:02,080 –> 00:40:05,980
and share a bit more information about themselves, maybe they’ve
602
00:40:05,980 –> 00:40:09,340
got stored payment information here and they’d like to log
603
00:40:09,340 –> 00:40:11,990
in so they can use that before proceeding to check
604
00:40:11,990 –> 00:40:15,900
out. Now you’ll see a few things changing here. Now
605
00:40:15,900 –> 00:40:19,330
that we know who this person is, we can start
606
00:40:19,330 –> 00:40:24,330
to decide which communication options to present to the customer.
607
00:40:25,240 –> 00:40:29,950
So we’ve presented here a live assistance widget that shows
608
00:40:29,950 –> 00:40:33,240
me, on the left, that I can call or initiate
609
00:40:33,240 –> 00:40:38,240
a web chat. We’ve got some customer- initiated options. But
610
00:40:38,240 –> 00:40:41,870
if the customer proceeds here in their journey to begin
611
00:40:41,870 –> 00:40:46,310
to check out, they are wondering about this discount code.
612
00:40:46,750 –> 00:40:50,250
Maybe they search for the discount code, and they don’t
613
00:40:50,250 –> 00:40:54,220
find what they’re searching for. What is going to happen
614
00:40:54,220 –> 00:40:59,280
is we will proactively offer that visitor a very personalized
615
00:40:59,280 –> 00:41:04,510
tailored interaction. A chat interaction will appear that asks them, ”
616
00:41:04,570 –> 00:41:08,370
Would you like a chat? You have a discount that
617
00:41:08,370 –> 00:41:11,730
applies.” So again, we’re leveraging the insights here, and we’re
618
00:41:11,730 –> 00:41:14,120
not asking, ” Hey, who are you? How can we help
619
00:41:14,120 –> 00:41:17,130
you?” We’re suggesting that you may need help with your
620
00:41:17,130 –> 00:41:21,320
purchase. And when the customer accepts that interaction and starts
621
00:41:21,320 –> 00:41:25,820
to chat, we’re first engaging with a chat bot. So
622
00:41:25,820 –> 00:41:29,900
the customer may ask questions about, ” When can you ship?”
623
00:41:31,910 –> 00:41:35,630
And the chat bot may be able to answer this question. And
624
00:41:35,630 –> 00:41:38,370
he does. And then now, ” Great, now I would like
625
00:41:38,370 –> 00:41:40,410
to talk to an agent, please, because I’d like to
626
00:41:40,410 –> 00:41:47,250
make a purchase.” So when the visitor requests and agent,
627
00:41:47,490 –> 00:41:51,610
you’ll see here an inbound alert notifying me that I
628
00:41:51,610 –> 00:41:56,220
have a incoming chat. So the first thing we’ll see
629
00:41:56,220 –> 00:41:59,700
is, as an agent… Now before, I want to remind
630
00:41:59,700 –> 00:42:03,290
you we were just observing, analyzing, predicting all of the
631
00:42:03,290 –> 00:42:07,310
visitors and callers, whether they needed help based upon their
632
00:42:07,310 –> 00:42:10,090
behaviors and the data that we have from the Adobe
633
00:42:10,090 –> 00:42:13,750
platform combined with what we were seeing in the Genesys
634
00:42:13,750 –> 00:42:17,670
platform and what was happening on the website. But now,
635
00:42:17,670 –> 00:42:20,190
we’re in an interaction and the agent, at a glance,
636
00:42:20,190 –> 00:42:24,520
can see what the bot conversation was before they were
637
00:42:24,520 –> 00:42:28,010
connected to the agent. We can see what outcomes the
638
00:42:28,010 –> 00:42:31,550
customer was likely to achieve or unlikely to achieve, what
639
00:42:31,550 –> 00:42:36,270
segments they may have matched. And we can even see
640
00:42:36,290 –> 00:42:39,670
this live behavior on the website. We can scroll down
641
00:42:39,670 –> 00:42:45,180
here and see what happened, say, six days ago. They
642
00:42:45,180 –> 00:42:47,730
placed a call. Who did they talk to? What was
643
00:42:47,730 –> 00:42:51,560
their outcome disposition? Maybe they placed an order and a
644
00:42:51,560 –> 00:42:54,950
product was shipped. So we have the ability to look
645
00:42:54,950 –> 00:42:59,970
more deeply into the customer experience across days, weeks, different
646
00:42:59,970 –> 00:43:04,550
channels, and we can observe here, in the moment, what
647
00:43:04,550 –> 00:43:08,050
the customer was searching for, what they may have in
648
00:43:08,050 –> 00:43:12,030
their shopping cart, what segments they may have matched. So
649
00:43:12,030 –> 00:43:15,890
now, I’m much more effective as an agent, much smarter,
650
00:43:15,890 –> 00:43:20,050
I can ideally be on the phone or in the
651
00:43:20,050 –> 00:43:22,120
chat in a shorter period of time. I can jump
652
00:43:22,120 –> 00:43:28,190
right to the canned responses that may be relevant to
653
00:43:28,190 –> 00:43:31,180
the customer. Probably searching for a discount code. I’ve got
654
00:43:31,180 –> 00:43:34,360
a discount code right here. I can pop that into
655
00:43:34,360 –> 00:43:37,410
the chat and share that with the customer. Guiding the
656
00:43:37,410 –> 00:43:40,750
customer back to their shopping cart so they can proceed
657
00:43:40,750 –> 00:43:45,580
to check out, enter that information, and achieve this outcome.
658
00:43:47,030 –> 00:43:50,140
And all this information is being updated as you see
659
00:43:50,140 –> 00:43:54,270
it in real- time and can be propagated into the
660
00:43:54,430 –> 00:43:59,700
various Adobe products, including the Adobe Experience platform so that
661
00:43:59,700 –> 00:44:04,450
we now know if a customer purchased during a chat,
662
00:44:04,640 –> 00:44:08,680
purchased over the phone, we can share that information and
663
00:44:08,680 –> 00:44:12,080
connect those dots so we have the real- time engagement
664
00:44:12,670 –> 00:44:17,000
interactions and we know how many chats or calls it
665
00:44:17,000 –> 00:44:20,870
took to help a customer achieve an outcome. That may
666
00:44:20,870 –> 00:44:26,100
inform future marketing campaigns so that we can tailor them,
667
00:44:26,320 –> 00:44:31,100
tailor the content that is guiding the customer to the
668
00:44:31,100 –> 00:44:34,620
right place so they are not calling when they can
669
00:44:34,620 –> 00:44:38,100
self- serve. They’re not asking questions about information that may
670
00:44:38,100 –> 00:44:42,150
be available at their fingertips on the website. So it’s
671
00:44:42,150 –> 00:44:46,850
a much more efficient way to engage, and it shows
672
00:44:46,850 –> 00:44:50,870
the customer that them, right? So we’re able to take
673
00:44:50,870 –> 00:44:54,970
advantage of the data and information that’s here, pulling together
674
00:44:55,210 –> 00:45:00,470
information from the Adobe platform in real- time to make
675
00:45:00,480 –> 00:45:04,990
the agents or reps smarter, the customers happier, and guide
676
00:45:04,990 –> 00:45:10,990
the customer to a better outcome. So, let’s go back
677
00:45:11,070 –> 00:45:21,910
to our slides and let’s review here what we’ve shown
678
00:45:21,910 –> 00:45:28,540
you. So, we’ve tied together the customer experience from marketing,
679
00:45:28,650 –> 00:45:31,960
sales and care. We leveraged all of the information that
680
00:45:31,960 –> 00:45:35,800
was there, we’re much more knowledgeable about what campaigns may
681
00:45:35,800 –> 00:45:38,880
have brought the customer to the site, what things they
682
00:45:38,880 –> 00:45:42,180
were interested in, not interested in. So we could be
683
00:45:42,180 –> 00:45:45,020
much more effective at upselling and cross- selling at the
684
00:45:45,020 –> 00:45:49,240
end of that support call. We’ve all had these experiences
685
00:45:49,240 –> 00:45:52,740
where we call our cable or internet provider about a
686
00:45:52,740 –> 00:45:56,020
support issue, and at the end of the call they try
687
00:45:56,020 –> 00:45:59,100
to sell you something. The try to sell you the sports
688
00:45:59,100 –> 00:46:03,300
channel, or the movie channel, and you say to yourself, ”
689
00:46:03,910 –> 00:46:06,930
No, I’m not interested in that. Why are you asking
690
00:46:06,930 –> 00:46:10,430
me this? You should know. Aren’t you listening to me?”
691
00:46:10,830 –> 00:46:15,650
So, in this use of our integrated solutions, we’re able
692
00:46:15,650 –> 00:46:18,580
to show that we are listening to the customer and
693
00:46:18,580 –> 00:46:22,100
we know what are their interests, and we can suggest
694
00:46:22,270 –> 00:46:25,830
products that they’re more likely to buy, services that they’re
695
00:46:25,830 –> 00:46:29,110
more likely to buy. And we can again propagate that
696
00:46:29,110 –> 00:46:34,240
information into the marketing platform for subsequent campaigns that are
697
00:46:34,240 –> 00:46:37,840
much more tailored to the interests of the customer. And it
698
00:46:37,900 –> 00:46:42,070
helps us fulfill that brand promise in showing the customers
699
00:46:42,070 –> 00:46:47,320
we value them, and we’re delivering on our commitment to
700
00:46:48,410 –> 00:46:53,420
certain service levels. And we’re using this information to predict
701
00:46:53,570 –> 00:46:56,880
how, when, and with whom to engage in all of
702
00:46:56,880 –> 00:47:01,330
the various channels the customer would like to use. So,
703
00:47:01,330 –> 00:47:04,330
in the digital world, if everything is just digital, things
704
00:47:04,330 –> 00:47:06,620
are easy. In the voice world, if everything is just
705
00:47:06,620 –> 00:47:10,350
voice, things are easy. But when you start communicating across
706
00:47:10,430 –> 00:47:15,010
channels, you need to blend that information in intelligent ways,
707
00:47:15,380 –> 00:47:20,270
utilize AI, and partner with vendors such as Adobe in
708
00:47:20,270 –> 00:47:26,470
strategic ways to really deliver this empathy as a service
709
00:47:26,470 –> 00:47:34,440
experience as service. So Josh, we have some time for
710
00:47:34,670 –> 00:47:38,310
Q& A, and Josh is going to moderate that. But
711
00:47:38,320 –> 00:47:40,520
we have some information here that you can take a
712
00:47:40,520 –> 00:47:45,560
look at as well. Thanks Dan. So we do have
713
00:47:45,560 –> 00:47:47,460
a few questions that have come in already. So, as
714
00:47:47,460 –> 00:47:50,570
a reminder to everybody in attendance today, to participate in
715
00:47:50,680 –> 00:47:52,640
our Q& A today just do me a favor and
716
00:47:52,640 –> 00:47:54,830
submit those questions in the Q& A window below the
717
00:47:54,830 –> 00:47:57,180
slides and we’ll get through as many as we can
718
00:47:57,180 –> 00:48:01,080
with what little time we have remaining today. So first
719
00:48:01,080 –> 00:48:05,280
off, I’m going to ask this question. We’ll start with
720
00:48:05,280 –> 00:48:10,190
you, Sridhar. So the question is, ” How do you see
721
00:48:10,190 –> 00:48:14,300
this solution evolving next?” What is the road map, I
722
00:48:14,300 –> 00:48:18,710
suppose. Good. So the first thing we have done so
723
00:48:18,710 –> 00:48:21,950
far is to get the data from Genesys into the platform,
724
00:48:22,000 –> 00:48:25,930
and then expose the information that an agent would need
725
00:48:25,930 –> 00:48:31,080
on agent desktop via lookup services and lookup calls. Next
726
00:48:31,080 –> 00:48:33,660
in our line of work is to get this data
727
00:48:33,660 –> 00:48:36,680
and then provide some sort of analytical view back to
728
00:48:36,680 –> 00:48:41,300
Genesys. So information like how exactly the consumer, who was
729
00:48:41,300 –> 00:48:46,040
dealing with this call center agent, navigating from a page
730
00:48:46,040 –> 00:48:49,710
or from a site based on interaction. Or things like,
731
00:48:49,710 –> 00:48:59,460
what exactly is the redemption rate, and are there other products
732
00:48:59,460 –> 00:49:02,540
that he could recommend which could actually make sense as
733
00:49:02,830 –> 00:49:05,340
a subsequent discussion. Those will be the next part of
734
00:49:05,580 –> 00:49:11,650
the road map. Thank you very much. This next question
735
00:49:12,020 –> 00:49:15,760
is for you, Alan. The question is, ” What can we expect
736
00:49:15,760 –> 00:49:19,870
in the way of change in a CX post- pandemic
737
00:49:19,870 –> 00:49:26,390
world?” I think the biggest thing that we can expect, and that’s
738
00:49:26,390 –> 00:49:30,390
a great question, is that this digital transformation, this accelerated
739
00:49:30,390 –> 00:49:33,960
digital transformation that was forced by the pandemic, is going to
740
00:49:33,960 –> 00:49:37,760
increase. It’s not going to go away. So when we look
741
00:49:37,760 –> 00:49:41,830
at the digitalization of business processes, brands, the cross- channel
742
00:49:41,830 –> 00:49:45,150
experiences, that’s all going to become more critical, and the
743
00:49:45,150 –> 00:49:48,850
ability to move that data across those different channels to
744
00:49:48,850 –> 00:49:51,440
be able to give that integrated experience, which every customer
745
00:49:51,440 –> 00:49:56,830
wants, is going to be the big shift in 2021, 2022.
746
00:49:57,240 –> 00:50:00,170
So that’s really what I’m looking forward to, is the
747
00:50:00,170 –> 00:50:07,300
new digital world that we’ll see exposed coming out. Thank
748
00:50:07,300 –> 00:50:10,600
you very much. Dan, I’m actually going to direct this
749
00:50:10,970 –> 00:50:15,390
next question to you and Sridhar, actually. So, during your
750
00:50:15,390 –> 00:50:17,960
demo, you were showing all of the interactions that you
751
00:50:17,960 –> 00:50:19,820
were putting in from the web page and then receiving
752
00:50:19,820 –> 00:50:23,730
them on the back end. A attendee wants to know, ” Is
753
00:50:23,730 –> 00:50:29,460
this using Adobe Analytics on the web page itself?” Yes.
754
00:50:29,460 –> 00:50:34,640
So, the new partnership that we’ve been discussing is about
755
00:50:34,640 –> 00:50:39,370
the Adobe Experience platform integration, but we also integrate with
756
00:50:39,670 –> 00:50:44,170
several other Adobe products, including Adobe Analytics. So we can
757
00:50:44,320 –> 00:50:47,640
send information to Adobe Analytics and we will be able
758
00:50:47,640 –> 00:50:50,810
to use the information that is in Adobe Analytics to
759
00:50:51,030 –> 00:50:56,460
further inform us about the identity, the sales stage, of
760
00:50:56,460 –> 00:51:02,840
that customer. We integrate with Adobe Tag Manager, Adobe Launch.
761
00:51:03,010 –> 00:51:09,130
We can also integrate with Adobe Experience Cloud, and we
762
00:51:09,130 –> 00:51:14,440
even have integrations through our, what we call data actions,
763
00:51:15,990 –> 00:51:19,200
with products such as Marketo. So there are a number
764
00:51:19,200 –> 00:51:24,440
of integrations that we have with Adobe products through this platform.
765
00:51:28,780 –> 00:51:32,230
Thank you very much. The next question is, ” How do
766
00:51:32,230 –> 00:51:36,320
you carry context from web to voice without forcing customers
767
00:51:36,320 –> 00:51:41,770
to log in on the web?” There are a couple of different options, and we
768
00:51:41,770 –> 00:51:46,750
work together with Adobe to do this. So, we utilize
769
00:51:47,710 –> 00:51:52,160
the cookie, the phone number, and the email to do
770
00:51:52,160 –> 00:51:57,700
what we call identity stitching. Additionally, Adobe has something called
771
00:51:57,970 –> 00:52:02,260
an identity service. So, as you saw when we were
772
00:52:02,260 –> 00:52:06,020
doing the demonstration, we started with an unknown visitor. So
773
00:52:06,020 –> 00:52:10,700
there still are insights you can glean from observing, analyzing
774
00:52:10,790 –> 00:52:14,790
the behavior of people who are unknown. We can see
775
00:52:14,790 –> 00:52:16,320
what part of the world they’re from if they’re on
776
00:52:16,320 –> 00:52:19,590
the website, we can see what may have brought them
777
00:52:19,590 –> 00:52:24,380
to the digital property, we can observe what they’re putting
778
00:52:24,380 –> 00:52:29,440
in their shopping cart or what form fill elements they’re
779
00:52:29,480 –> 00:52:34,730
entering into an application online. And then once the customer
780
00:52:34,730 –> 00:52:38,090
starts to share some identity information, we can begin to
781
00:52:38,090 –> 00:52:40,610
connect those dots. We can say, ” What do we know
782
00:52:40,610 –> 00:52:44,470
about them,” in the marketing automation platform once they’ve shared
783
00:52:44,470 –> 00:52:49,170
their email, maybe after initiating a chat. We can then
784
00:52:49,250 –> 00:52:52,990
use that to see what other campaigns appeal to them.
785
00:52:53,980 –> 00:52:56,070
And then, if they do share a phone number, when
786
00:52:57,370 –> 00:53:00,810
that call comes in we can, in real- time, find
787
00:53:00,810 –> 00:53:03,060
out if the owner of that phone number is on
788
00:53:03,060 –> 00:53:07,840
our website right now, yesterday, last week, and again pull
789
00:53:07,840 –> 00:53:14,530
it all together. So, it is a solution we call
790
00:53:14,530 –> 00:53:19,450
progressively profiling. So we don’t have to have the identity
791
00:53:19,450 –> 00:53:24,860
of all people known. This can evolve as a customer
792
00:53:24,860 –> 00:53:29,280
begins to share information by their behavior and by entering
793
00:53:29,320 –> 00:53:36,430
some information online. Sridhar, anything else to add to that? Yeah, I mean
794
00:53:36,740 –> 00:53:38,650
you got pretty much everything. One thing I want to
795
00:53:38,650 –> 00:53:42,840
add is what we are looking at in terms of reacting
796
00:53:42,890 –> 00:53:47,470
or responding to a particular customer. Predictive engagement, as well
797
00:53:47,470 –> 00:53:51,260
as how we want to include all the marketing that is
798
00:53:51,260 –> 00:53:54,970
being done so far, and how we can actually transition into
799
00:53:55,740 –> 00:53:58,530
an action, whether it is engaging with a call center
800
00:53:58,530 –> 00:54:01,580
agent or engaging with a brand via other means. So
801
00:54:01,580 –> 00:54:03,500
putting them all together, we just want to make sure
802
00:54:03,500 –> 00:54:12,320
we are conveying the right message at the right time. Thanks guys. So
803
00:54:12,320 –> 00:54:15,210
we have time for one more question, so I’m going
804
00:54:15,210 –> 00:54:18,280
to ask the last question and then I’ll wrap up
805
00:54:18,300 –> 00:54:20,950
here today. So, the last question is, “Do you foresee any abrasion
806
00:54:20,950 –> 00:54:23,210
with members who do not want to interact with bots
807
00:54:23,550 –> 00:54:27,270
and proceed directly to a live person without giving a
808
00:54:27,270 –> 00:54:34,570
way upfront?” I think we can utilize our platform to, number
809
00:54:34,570 –> 00:54:39,210
one, learn about the attributes and behaviors of all those
810
00:54:39,210 –> 00:54:48,100
people who may dismiss the bot immediately. Maybe, over time,
811
00:54:48,100 –> 00:54:53,350
you might identify people who are from a certain geography
812
00:54:53,390 –> 00:54:59,170
or looking at certain areas of your website, and those
813
00:54:59,170 –> 00:55:03,620
people are much more likely to dismiss the bot and
814
00:55:03,620 –> 00:55:07,310
ask for agent, agent, agent. And then, in the future, you
815
00:55:07,310 –> 00:55:11,370
can start to put them into a segment for different
816
00:55:11,430 –> 00:55:15,020
personalized treatment. So, when we see people who share these
817
00:55:15,020 –> 00:55:19,470
attributes, connect them right to a live agent. And others
818
00:55:19,600 –> 00:55:23,340
may prefer to engage with bots, for example, and in
819
00:55:23,340 –> 00:55:27,170
those cases you may not want to, even though you
820
00:55:27,170 –> 00:55:29,860
would prefer as a business to connect them to a
821
00:55:29,860 –> 00:55:33,240
live agent, maybe you discover that the customer is more
822
00:55:33,240 –> 00:55:37,700
comfortable engaging first with a bot to see if they
823
00:55:37,700 –> 00:55:40,780
can get that information that they need much more quickly.
824
00:55:42,080 –> 00:55:45,880
Any other ideas there, Sridhar or Alan, you’d like to
825
00:55:45,880 –> 00:55:52,830
add to that? I, personally, have seen things whenever I
826
00:55:52,830 –> 00:55:56,920
need to get a, especially when businesses are having different
827
00:55:57,100 –> 00:56:00,420
mandates based on geographical locations, I would personally just would
828
00:56:00,420 –> 00:56:03,370
like to reach out and then get the information as
829
00:56:03,370 –> 00:56:07,790
quick as possible, so bots work in most cases. And
830
00:56:07,790 –> 00:56:12,680
again, what we’re trying to do here is utilize the
831
00:56:12,950 –> 00:56:17,590
behaviors and attributes, the data that’s available in our combined,
832
00:56:17,590 –> 00:56:23,730
collaborative platforms, to predict how, when, and with whom engage,
833
00:56:24,320 –> 00:56:30,180
so how to engage could be offering a callback, or
834
00:56:31,200 –> 00:56:36,390
a email, or again, suggesting a bot when you think
835
00:56:36,520 –> 00:56:40,000
that’s the best approach. So the AI has the ability
836
00:56:40,000 –> 00:56:45,990
to discover and learn those customer preferences over time. Right.
837
00:56:45,990 –> 00:56:47,570
The only thing that I would add to that is
838
00:56:47,570 –> 00:56:52,290
that we call that the contextualization of the experience. And
839
00:56:52,290 –> 00:56:57,120
so, that could be anything from you’re calling in from
840
00:56:57,120 –> 00:56:59,710
a mobile number so you don’t want to necessarily go
841
00:56:59,710 –> 00:57:02,540
to a bot, to there’s a back- end system that
842
00:57:02,540 –> 00:57:05,030
may have data, say it’s you’re calling in about a
843
00:57:05,030 –> 00:57:07,820
credit card breach and it already knows that your number’s
844
00:57:07,820 –> 00:57:11,820
been breached so it immediately sends you to a live
845
00:57:11,820 –> 00:57:14,730
agent. So, there’s some really interesting new technologies that are
846
00:57:14,730 –> 00:57:17,360
coming out out there, and the way Adobe and Genesys
847
00:57:17,360 –> 00:57:19,830
are putting this together, I think, is definitely near the
848
00:57:19,830 –> 00:57:26,660
forefront. All right guys, thank you very much. I think
849
00:57:26,660 –> 00:57:29,570
that’s a good way to wrap it up. So, first
850
00:57:29,570 –> 00:57:32,250
I want to thank our speakers for answering those awesome questions.
851
00:57:32,720 –> 00:57:34,870
Unfortunately, there were a couple that we did not answer
852
00:57:34,870 –> 00:57:37,160
aloud, but don’t fret. We’re going to follow up with
853
00:57:37,160 –> 00:57:40,270
you via email within the next few business days. However,
854
00:57:40,270 –> 00:57:42,940
if you’re looking for more of a prompt response, do
855
00:57:42,940 –> 00:57:45,860
me a favor and just email us at onlineevents@ genesys.
856
00:57:46,170 –> 00:57:48,680
com, no caps or spaces, with the title of today’s
857
00:57:48,680 –> 00:57:51,090
webcast in the subject line and we’ll be sure to
858
00:57:51,090 –> 00:57:54,870
get back to you as promptly as we can. All
859
00:57:54,880 –> 00:57:56,940
right, so to wrap up, don’t forget to take advantage
860
00:57:56,940 –> 00:58:00,290
of the additional resources within the resource list below the
861
00:58:00,290 –> 00:58:02,910
slides today. So, clicking on these will open up in
862
00:58:02,910 –> 00:58:04,790
a new tab, and make sure you do so before
863
00:58:04,790 –> 00:58:07,520
today’s session ends. It’ll give you additional information on the
864
00:58:07,520 –> 00:58:11,330
partnership between Adobe and Genesys. Also, as a friendly reminder,
865
00:58:11,330 –> 00:58:13,480
if you could please fill out that survey that’s going to show up
866
00:58:13,480 –> 00:58:16,690
at the end of today’s webcast, we’d greatly appreciate your
867
00:58:16,690 –> 00:58:20,980
feedback. And with that, on behalf of Alan, Sridhar, Dan
868
00:58:20,980 –> 00:58:23,500
and the entire Genesys team, we thank you again for
869
00:58:23,500 –> 00:58:27,170
joining today’s webcast, ” Connect the Dots with Genesys and Adobe.”
870
00:58:27,490 –> 00:58:29,470
Until next time, have a good one everyone.