Mi Mike Mu Murp rphy michael.murphy@genesys.com Genesys - PowerPoint PPT Presentation

Mi Mike Mu Murp rphy michael.murphy@genesys.com Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.

“ Simplicity is the ultimate sophistication ” Leonardo DaVinci Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.

Experience as a Service ℠ Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.

71% of executives say that employee engagement is critical to their company's success. FastTrack360 69% of employees say they’d work harder if they were better appreciated HubSpot Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.

Why does employee engagement matter? The cost of disengaged employee More than 62% of translates to: Employees are not committed to their organizations • 2X satisfaction decrease • 4X more quality defects Source: AON Hewitt - 2016 • 2X in employee turnover Source: AON Hewitt Genesys confidential and proprietary information. Unauthorized disclosure is prohibited. Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.

WFM → WFO → WEM Onboarding & Recruitment Voice of the Employee (VoE) • What is the difference? The short answer is that WEM focuses on Performance generating a positive employee experience, Tracking Metrics & Recognition whereas WFO focuses on making sure Compliance customer interactions are as valuable and efficient as possible. Gamification However, studies have shown that positive employee experiences directly relate to the Forecasting quality of customer experience provided; which Attendance is why it's fair to say that WFO falls under the Training Management umbrella of WEM Time Management Scheduling Workforce Management Workforce Engagement Workforce Optimization Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.

Old Way: silo approach to employee engagement New Way: Integrated work, AI powered Plans and Goals Belonging Identify and define metrics the sense of respect, and goals by community and belonging that teams and an employee has towards his employees leader and the organization Alignment Reports Plan adjustment, Performance Work & life Leadership align on targets, data against Balance and culture milestones and propose goals implementation VS. Optimization Engagement Growth Alignment The support, The understanding of the development and Corrective expectations, alignment growth opportunities Employee actions and commitment of the Reviews that an employee value employees towards the receive from the Implement proposition Evaluate strategic goals of the organization process and progress, identify organization corrective challenges and actions to behavior rewards address the challenges https://www2.deloitte.com/us/en/insights/deloitte-review/issue-16/employee-engagement- https://www.shrm.org/ResourcesAndTools/tools-and-samples/presentations/Pages/default.aspx strategies.html Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.

What’s AI got to do with it? Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.

Predictive Self service with Understand the CUSTOMER engagement chatbots and voice of the with customers online EXPERIENCE voicebots customer Resource Email Management Predictive Assist Agents Routing in real time for best agent match EMPLOYEE EXPERIENCE Manage employees’ AI-powered Business intelligence with skills and forecasting & interaction analytics proficiencies scheduling Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.

Experience as a Service ℠ Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.

Thanks Mi Mike Mu Murp rphy michael. l.murp rphy@genesys.com Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.