Turn Web Visitors into

Customers Using AI &

Machine Learning

Presented by

PRESENTERS

MODERATOR

Keith Pearce

Senior Vice President of Corporate Marketing at Genesys

Ezra Palmer

Executive Producer of Multimedia

eMarketer

Tech Talk Tuesday

Brendan Dykes

Product Marketing

Director at Genesys

Turn Web Visitors Into Customers Using AI & Machine Learning In 2019January 22, 2019

Keith Pearce, Senior Vice President Corporate Marketing, Genesys

Brendan Dykes, Director of Strategic Marketing, Genesys

My customer experience

Friends, family, or known peers

Brand reputation

Other ordinary peoples’ opinions online

Experts online

Communication from the company or brand itself online

Communication from the company or brand itself in traditional media

Experts in traditional media (TV, magazines, newspapers, etc.)

Opinion leaders (celebrities, politicians, etc.) in traditional media (TV, magazines, newspapers, etc.)

Opinion leaders (celebrities, politicians, etc.) online

20

%

17

%

9%

8%

7%

6%

5%

3%

3%

51

%

The Customer Experience Is Your Brand77% of consumers select a company based on the experience they’ve had with it

The Impact Of Bad Customer Experiences% of consumers who avoid doing business with a company based on a bad experience

Source: ‘The CX Tipping Point’ an Ipsos & Medallia study of 8K consumers in the US, UK, France and Germany, 2018

5

Explosive Growth Of Interactions AheadMassive growth in volumes projected in the next four years

2017 2018 2019 2020 2021 2022

Voice

IVR

Web &Mobile search

Chatbot &Virtual Assistant

Outbound Alerts

SMS

IOT

Social Media Care

Other

Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.

Source: Gartner – Plan Now for Critical Shifts in Customer Interaction Patterns (2017)

$209BSPEND ON DIGITAL

MARKETING

2%AVERAGE

CONVERSION RATE

Source: Magna 2018, Marketing Sherpa 2018

65%2010

Buyer journey abandonment is bad and just getting worse

68%2014

75%2018

Source: Baymard Institute 2017, SaleCycle 2018

Couldn't find what they are looking

for

Too long, complicated

checkout procedure

Not enough information about

the product

Website errors / crashes / timeouts

Forced to create an account

Unexpected costs

Payment security concerns

Bad site navigation or

distracting ads and banners

Promo code not working or

couldn’t find the coupon code

Found a better price elsewhere

Prospective On-Line Customers Most Common Issues

Source: Statista and Baymard Institute

Top reasons for buyer journey abandonment

Place holder for poll question

What is the top reason your website

conversions to fail?

◦ Problem with promo / coupon code

◦ Not enough product information /

difficult website navigation

◦ Long, complicated checkout procedure

◦ Payment security concerns

◦ Website failures

9

Customers’ activities in real

time at the right time

The best offer and the perfect moment to

engage

Thorough the right channel with the

best resource (bot or human)

To reach the best possible

outcome

CAPTURE PREDICT ENGAGE CONVERT

+ + =

Smarter Engagements, Better Outcomes

1. MonitorSegment customers and apply real-time

journey analytics on your website

4. AlertNotify sales and lead development reps of hot leads or

important visitors

5. InformProvide insights about the customer’s journey to the

sales rep or agent’s omnichannel desktop

2. AnalyzeUse AI & machine learning to determine the

outcome probability for business goals

3. EngageIdentify when to proactively

engage with chat, callback, or

content offer at the right time

6. LearnAutomatically adjust and

improve the models over time

Online Prospect Conversion

Real-Time Customer Journey Analysis

12Genesys confidential and proprietary information.

Unauthorized disclosure is prohibited.

Journey stage

Outcome probability

Customer profile

Predicts Outcome Probabilities

13Genesys confidential and proprietary information.

Unauthorized disclosure is prohibited.

Let successful self-servers

convert

Intervene only when assistance is needed

Proactive and Personalized Engagement

Configure based on persona or user activity

Engage customers over the best channel – either automation or sales rep-

assisted

Notify your reps

Configure outcome probabilities

Genesys Use Case

Key Use Cases

◦ Free Trial, Request a Demo - pop up chat on key pages if user doesn’t convert

◦ Top Website Pages - pop up offer after users have been on one of our top website pages for longer than 30s (Platform, PureCloud, Solutions)

Content Offers Funnel

*new logos

16

30% reduction in shopping cart abandonment

Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.

Improve Web Channel PerformanceAddress shopping cart abandonment & customer journeys with real-time web engagement

3% increase in high-value sales conversions

Proactive chat engagement of visitors viewing high value items

Convert web visitors who abandon shopping baskets

Dynamically engage audiences with promotional offers

17

Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.

Leverage for Business to BusinessMeeting customers where they are helps drive up conversion rates and sales

Reach browsers that are showing real interest

Dynamically engage audiences to drive increased sales conversions

Support for 10 languages

Saved 62% in costs per lead in the first four months

Saved 72% in costs per chat in the first four months

How it helps improve CX across the business

18Genesys confidential and proprietary information. Unauthorized disclosure is prohibited.

Inside Sales

eCommerce

MarketingCustomer

Service

Analyze and shape customer journeys with real-time communications and content offers to increase conversion rates and average order values.

Improve customer experiences with faster resolutions and make customer service reps smarter and more effective.

Integrate with campaigns and banner ads to qualify and move

prospects into the sales pipeline more efficiently and

accurately attribute.

Understand and identify website visitors to enable

inside sales teams to reach out at the right moments and

control cost of sales.

Key Takeaways

◦ 98% of our digital spend doesn't convert prospects

◦ Cart abandonment continues to rise proportional to digital commerce

◦ Customer journeys don't translate into customer behavior

◦ AI technologies enable real-time customer monitoring and engagement

◦ Predictive capabilities accurately forecast campaign performance

◦ Proactive web engagement solutions improve conversions by more than 10x

Request a Demo

Take action and see for yourself

how Genesys' Digital Sales

Offers combines AI with machine

learning to predict customer

behavior and gives you real-time

visualization of their digital

behavior.

Get the eBookWatch your emails for an eBook

with actionable steps you can take to drive more sales through

your website.

Explore MoreExplore

www.genesys.com/marketingand see how Genesys can help you gain visibility into

customer journeys at every point in the sale cycle.

Q&A SESSION

MODERATOR

Ezra Palmer

Executive Producer of Multimedia

eMarketer

PRESENTER PRESENTER

Keith Pearce

Senior Vice President of

Corporate Marketing

Genesys

Brendan Dykes

Product Marketing Director

Genesys