New insights. Better experiences.

Bridge customer
experience gaps withGenesys and Qualtrics

Customer expectations are constantly changing. To keep up in today’s hyper-competitive marketplace, businesses
need to deliver breakthrough experiences. Support organizations have traditionally relied on operational data andsiloed customer insights to manage customer experience and workforce engagement. This has created anexperience gap between what a customer expects and the service they receive. And that negative affects satisfaction
and retention.
With Genesys and Qualtrics, businesses can generate new insights and surface trending issues to reduce frustrations,improve the customer journey and boost employee satisfaction.

Why it matters
Create unique and actionable insights fromvoice of the customer data and experiential
engagement data.

63%

71%

43%

of consumers think businesses
need to do a better job of listening
to feedback

of CX leaders believe the lack ofshared customer satisfaction
metrics across departments
impacts the delivery of aseamless experienceof product managers at growthcompanies use near- and real-time
analytics to complement and build
upon data collected from surveys

Source: Qualtrics 2022 consumer
trends report

Source: Gartner

Source: Genesys “State of customer
experience” report

Elevate CX delivery in your contact center– discover hidden customer signals
and sentiment.

Learn more at genesys.com/qualtrics

How your business benefits
Improve service
efficiency and quality

Increase customer
loyalty and retention

Make informed
strategic decisions• Personalize engagementswith a rich dataset ofcustomer profiles, segments
and sentiment.

• Initiate appropriate
closed-loop follow-up in
response to customersentiment.

• Enhance the customer
journey by identifying andreducing issues in theprocess.

• Identify and prioritize CX
workflows to guide any typeof interaction.

• Trigger tickets that address
customer feedback.

• Act on insights from both
structured and unstructured
customer feedback andengagement data.

• Deliver exceptional
experiences through allchannels and across theorganization.

• Adapt workflows to engage
the best-equipped responseteams.

• Prioritize training andinvestments that drive themost impact.

Qualtrics & Genesys
Combining engagement and experience data to deliver personalized interactions at scale

Who is engaging

AgentsWhyAction

Initiate survey (y/n)

Engagement

Time of day

Best channel

Reponses

At what frequency

Call length

Best time

Tone of voice

On what channels

Disposition

Preferred language

Customer engagement

Understand

ABOUT GENESYS

Quality of service
Agent performance
Training gaps and needs
Process roadblocks
Overall customer sentiment
Trends and anomalies

Every year, Genesys®️ orchestrates morethan 70 billion remarkable customer
experiences for organizations in moreAnalysis

System of action

Actionthan 100 countries. Through the power
Learn

Predictive call routing
Proactive outboundPrepareContinuous customer journey

Gamification and coaching
Training and education

Closed-loop follow up
Operational improvements

Staffing adjustments

Customer experience strategy

Employee performanceof our cloud, digital and AI technologies,
organizations can realize Experience asa ServiceSM, our vision for empathetic
customer experiences at scale. WithGenesys, organizations have the power
to deliver proactive, predictive, andhyper-personalized experiences to deepen
their customer connection across every
marketing, sales and service moment

Hear your customers — and delight themon any channel, while also improving
employee productivity and engagement.

Genesys and Qualtrics help customer experience and contact center
leaders answer critical questions, including:Operationalize your voice of customer insights to benefit
the broader organization.

1. What are our customers asking for and are we resolving questions
appropriately?

1. Dynamically respond to customer feedback.

Genesys enables true intimacy at scale to

2. Automatically trigger the right actions andrecommendations across the organization.

foster customer trust and loyalty.

2. What trends are customers responding to?
3. What is the impact of the problems or issues that customers areexperiencing?

3. Update operational processes, training front-line
workers and KPIs.

Visit us at genesys.com or call us at

4. What sentiment is reflected across the customer journey, and why?
5. Is there a challenge with a particular agent or workflow?

Products required:• Genesys Cloud CX™

With voice of the customer (VoC) insights, you can uncover the blind
spots in your CX strategy in the following ways:
1. Surface customer-defined priorities, service-level perceptions andmotivations with an integrated post-interaction feedback
mechanism.
2. Distinguish between the severity and impact of the surfaced issues
and initiate action quickly.
3. Isolate the root cause of customer friction from experience andengagement data.

• Qualtrics CustomerXM

By transforming back-office technology
to a modern revenue velocity engine,+1.888.436.3797.
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