Nicole GranucciHead of Global Customer Marketing, Genesys

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2© 2016, Genesys Telecommunications Laboratories, Inc. All rights reserved.

OUR CUSTOMERS, OUR HEROESDRIVING CUSTOMER ENGAGEMENT TO IMPACT THE BOTTOM LINE

NICOLE GRANUCCIGLOBAL HEAD OF CUSTOMER MARKETINGGENESYS

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A LITTLE ABOUT ME

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THROWBACK TUESDAY: MY FIRST ADVOCACY MOMENTS

Songs Of Innocence 2014

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THE TECH OF MY CAREER…EVOLUTION OF “WOM”

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GCAP: THE GENESYS CUSTOMER ADVOCACY PROGRAM

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GCAP EVOLUTION

2014 2015 2016 2017

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WHY CUSTOMER ENGAGEMENT FOR GENESYS?

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2014 – GCAP 2.0

• GCAP moved from manual excel spreadsheetto Reference Edge/ SFDC

• Momentum was on enrollment400 companies in 6 months

• Reward centered around a golden ticket to our premier conference, G-Force

• All advocacy asks went through the field – slow and limited commitments and long approval times

• Manual point assignments in SFDC

• Limited reward catalog and limited engagement

Relaunch Results: Gaps/Opportunities:

Influitive Identified as vendor

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2015 – GCAP HUB BETA: GCAP GAMIFIED

• Enrollment

• No way to track individual/persona engagement

Wins:Concerns:

Influitive Beta Launched 6/1/15 (50 people than full contact rollout)

• Cross Functional Buy – In

• Account to Contact Level

• Leaderboard Pride Took Off

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✓ 20% Hub Enrollment; 12% Engagement

✓ Only 10% Gift Card Redemption Rate

✓ Point of Reference Integration Begins

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2016 – GCAP 3.0

New Launch:✓ Branding with Rewards Catalogue

✓ Reference Program Launch

✓ Ungated – Removal of Enrollment Barriers

✓ Internal training/buy-in success

Wins:

GCAP 3.0 Launch 3/1/16

Concerns:• Point valuation system:

✓ Equitable• Transparent• Integrated within legacy Platform

• Hub enrollment barriers(double enrollment required)

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✓ Integration

✓ New Point Valuation System

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2016 – KEY GCAP 3.0 RESULTS TO DATE

◉ 29% Member Engagement/Brand Influence (FROM HUB)

◉ 2,200 Acts of Advocacy Completed: Increased 32% from program inception (FROM HUB)

◉ 13% of total Genesys bookings have been driven by GCAP advocacy activities (FROM SFDC)

Ability to Measure Member Engagement/Business Impact for the First Time

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BUT HOW?

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FUN: MEET THE TEAM

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DRIVING BRAND HEALTH: G2 CROWD REVIEWS

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DRIVING EVENT BUZZ

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OUR CUSTOMERS LOVE THE NEW GCAP

1. It’s Fun!

2. It’s Competitive!

3. It’s Informative!

4. It has Real Value!

5. It’s Easy!

“The activities are various and encourage competition between members of the hub”

“It spreads your culture in a good way! Love it.”

“Fast, simple, addictive”

“It's fun and something different during a working day”

“It keeps me engaged”

”Feedback survey are useful. Provides an insight of your customers needs.”

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GENESYS LOVES THE NEW GCAP

1.Brand Building2.Brand Amplification3.Time Saved

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WHAT’S AHEAD

Global Support

Fly!

PartnerAdvocacy

EnhancedExploration

EmployeeAdvocacy

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