Smarter Customer Service and Sales IBM and Genesys working together. Richard McCrossan, Genesys Frank Sung, IBM

Today s Consumer Connected Mobile Always on Social 4

The Connected Customer 5

Customer Service Adoption 1 in 4 seniors 50% aged 18-32 62% satisfaction 6

It s not just devices that are 7

Companies are investing in social media out of fear not engaging customers 41% are concerned about customer criticism spreading Only 22% cite positive effects like customer service 9

Should we fear social media? 10

The stage has been set 1M apps 1B downloads Smart phones out strip feature phones 12

Creating The New Conversation Remember me and personalize accordingly my experience Connect me across channels Help me with empowered employees 13

IBM & Genesys.Working Together to Deliver Smarter Commerce

Insights from the Global Chief Marketing Officer Study 15

We spoke with more than 1,700 CMOs IBM Institute for Business Value 5 sectors, 19 industries 64 countries 21% Industrial 24% Financial Services 3% 16% Public Communications 44% Growth markets 36% Distribution 4% Japan 17% North America 35% Europe 16 16

CMOs are underprepared to manage key changes 17 Data explosion Social media 68% Channel and device choices 65% Shifting demographics 63% Financial constraints 59% Decreasing brand loyalty 57% Growth markets 56% ROI accountability 56% Customer collaboration 56% Privacy considerations 55% Global outsourcing 54% Regulatory considerations 50% Corporate transparency 47% Source:IBM Institute for Business Value 71% 17

CMOs signaled three key domains of improvement Deliver value to empowered customers Capture value, measure results Foster lasting connections 18 18

CMOs still focused on transactions, not relationships Segmentation/targeting 61% Awareness/education Interest/desire 46% 45% Action/buy Use/enjoy 41% 54% Missed opportunity Bond/advocate 40% Source: IBM Institute for Business Value Transaction focused Relationship focused 19 19

Moving from Stretched to Strengthened 20 Deliver value to empowered customers Focus on customers as individuals Reveal preferences and trends hidden in data Secure customer data and update privacy policies Foster lasting connections Stimulate customer relationships and offer tangible incentives Engage throughout the customer lifecycle Define a unique enterprise identity Engage the C-suite to solidify corporate character Capture value, measure results Use analytics to improve decision making and accountability Increase technical and financial know-how Grow digital expertise with new partners Enhance personal financial, technical and digital savviness 20

IBM has designed Smarter Commerce to help companies manage and adapt their buy, market, sell, and service processes, putting the customer at the center of their operations. Buy Drives intelligent, adaptive and optimized extended supply chains based on customer demand Insight Buy Sourcing, controlling and procurement of goods and services Market Targeted and personalized marketing across all customer interactions Strategy Market Creates personalized and relevant offers with unified cross-channel marketing Service Anticipates behavior and delivers flawless customer service across all channels Service Servicing customer needs across all interaction channels Customer Sell Selling and fulfillment of products and services across all channels Sell Enables customers and partners to buy what they want, when and where 21 Engagement

IBM has been expanding its software portfolio with leading technologies across the commerce process cycle. In a recent Chief Marketing Officer Study conducted by IBM one of the key findings was that the most successful enterprises are focusing on relationships, not just transactions. They are using data to stimulate interest in their organizations offerings and form bonds with customers to a much greater extent than their peers in less successful enterprises. IBM is working with Genesys to differentiate the solutions we offer, to heavily personalise interactions with the customer know their name, history of interactions, the offers that they respond most favourably to and use this in the multi channel conversations with them.

Genesys follows customers across multiple channels. Tightly integrating Genesys capability to manage end to end conversatons with IBM supply chain, analytics and marketing solutions can deliver a superior customer experience Store Research Schedule Create Order Change Order Check Status Product Delivery Cancel Order Pickup Initiate/Track Return Phone Research Schedule Delivery Create Order Check Status Product Change Order or Pickup Cancel Order Schedule Store Pickup Initiate/Track Return Web Research Product Create Order Change Order Schedule Delivery or Pickup Check Status Cancel Order Schedule Store Pickup Initiate/Track Return Mobile apps Research Product Create Order Change Order Schedule Delivery or Pickup Check Status Cancel Order 85% of consumers expect a seamless experience across all channels for a retailer 1 Schedule Store Pickup Initiate/Track Return Multi-channel shoppers spend 30% to 50% more than their single-channel counterparts, forcing traditional merchandising activities to deliver a truly transparent connection between all customer touchpoints. 2 1 Source: Cross-Channel Brand Interaction: 2010 Consumer Preferences, Sterling solution, 2 Source: Gartner, The 2010 Retail Handbook for Becoming Demand Driven

Genesys integrates with IBM software assets in real time to enable a solution that builds a heavily personalised customer experience through a best of breed call routing rules engine that works across all channels to deliver a true seamless multi channel capability IBM Enterprise Content/ Analytics Assets Genesys Customer Interaction Management Genesys Conversation Manager Genesys Social Engagement Genesys e-services Genesys Mobile Engagement an IBM Approved Smarter Commerce Partner

Together Genesys and IBM mask the cross-channel complexity when interacting with customers Visibility into all aspects of order management Control over communications with customer across all channels Fulfillment control for inventory, third party ordering, multiple options Together we deliver Smarter Commerce 25

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