Webinar Bytes

Connect the dots with Genesys and Adobe

We’ve taken one of our webinars and broken it down in to smaller video segments.  Check out some of the most important parts of the webinar below.  Then watch the full video by clicking the link below.

The events of 2020 changed the customer experience irrevocably. And 2021 is on course to do the same. Keeping up with customer expectations for personalization requires creating truly connected experiences.

This all starts with the data your brand uses daily. Organizations must break down data silos between marketing, commerce, sales and service departments, ensuring every interaction is as seamless as possible.

Watch these webinar bytes featuring IDC, Adobe and Genesys to learn more!

Watch the full webinar by clicking this link.

Meet the Speakers

Allan webber webinar image

Alan Webber
Guest Speaker
Program VP, Customer Experience
IDC

Sridhar jayakumar webinar image

Sridhar Jayakumar
Guest Speaker
Principal Product Manager
Adobe

Dan arra

Dan Arra
VP, Sales
Genesys AI
Genesys

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It created unique situations for some industries, such as retail,

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healthcare, and look at hospitality. And before we got on

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the call we were talking a little bit about travel.

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The airlines have really had to change what’s going on. It has

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forced them to rethink the way they use technology to

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engage with their customers. And what I want to highlight

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is some of the effects that we’re seeing from COVID

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that are happening already. There are three cracks in what

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we call customer experience, specifically COVID cracks. And what we

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mean by that is that, with COVID we saw an acceleration

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in the digital transformation forced upon companies. They had to

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digitally transform because they weren’t ready for all of the

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impacts that the pandemic would have on them. And so,

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the three cracks, what we call, essentially exposing the digital

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underbelly are contactless experiences, customer automation and self- service, and

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apps become the interface. And we’re going to start off

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with the contactless experience. Basically what happened is, because of

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COVID we went from an in- person, person- to- person

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type of engagement and interaction to these contactless experiences. And

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it’s everything from contactless product delivery, to payment, to product

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pickup. All kinds of different things, and the whole reason

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behind that was because it made consumers and customers feel

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safer. Now, in my experience, one of the more interesting

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ones to watch was Best Buy. Before, you used to

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go into the showroom, you’d look around, there’d be stuff

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in there, lots of people in there looking at everything

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from refrigerators, to new iPhones, to new computers. In the

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pandemic, actually Best Buy was well- positioned to deal with

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this transformation, and just a few months in they’d already

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switched over to the ability to do curbside pickup, order

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online, look into their supply chain. What we found is

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that, with customers, 38% of them said during our surveys

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that contactless experiences make them feel a lot safer, or

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much safer. What kind of contactless experiences? Specifically, contactless product

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delivery. That was the most preferred contactless approach. So everything

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from DoorDash to something coming from Amazon. But right up

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there was contactless payment, product pick up, check- in, customer

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service, and no- signature checkout. But that was just the

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start. That was just the first crack that we saw.

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But how does this actually manifest in the world it

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is that we’re dealing with today? And probably the best

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example we have out there is actually grocery pick up.

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30. 5, almost 31% of consumers said they would like

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curbside pick up to continue. Not really unexpected because by

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2023, IDC expects 75% of grocery e- commerce orders will be

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picked up curbside or in- store at a special type

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of kiosk, driving a 35% increase in investment in on-

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site or nearby micro- fulfillment centers to meet that need

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of the customer. We talked a little bit about contactless

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experience, what’s the next one? Well, that’s customer automation and

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self- service. That’s one of the things that grew fairly

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quickly during the whole pandemic, is customer automation and self-

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service. How do customers take care of things themselves? How

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do they actually, instead of going into a store or

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going into a location somewhere, how are they able to

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do it digitally, online, and move that forward?

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