The new normal: Redefining business continuity

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Good morning, evening, and afternoon

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everyone. My name is Josh

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Reed and I’m from the

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digital events team here at

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Genesys. And let me be

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the first to welcome you

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to today’s webcast, The New

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Normal Redefining Business Continuity. And

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before I hand it off

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to our moderator today, I’m

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going to cover a few

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housekeeping items to ensure that

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you have the best experience

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viewing and listening to today’s

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presentation. So, first off, if

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you experienced any problems viewing

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be sure to refresh your

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browser and make sure that

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it’s up to date to

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support HTML5 as this usually

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fixes any console issues. If

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you think that slide window

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or that video window is

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too small, you can drag

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the bottom right corner of

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those windows to enlarge them

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at any time during the

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webcast. And although we’re not going

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to host a live Q&

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A at the end of

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our presentation today, this is

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designed to be an interactive experience. And

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we would love for you

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to go ahead and throw

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those questions that you may

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have into the Q& A window.

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And what we’ll do is

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we’ll follow up with you

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via email within the next

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few business days. And also

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know if you miss anything throughout

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today’s presentation, don’t worry you

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will receive the on- demand

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recording via email from on

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24 within the next few

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business days as well. And

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also note that we have

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a library of resources in

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the resource center at below

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your Q& A window. These

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resources truly expand on today’s

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topic of the change in

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business continuity. So be sure

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to click on those links.

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Clicking won’t take you away

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from the session though. So

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don’t worry about that. It’ll

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just open up a new

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tab in your browser. Told

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you, short and sweet. So with

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that, I’m actually going to

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hand it off to our

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moderator today, Barbara Gonzalez. Barbara,

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why don’t we take it

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away? Thank you so much,

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Josh. Hello everyone. My name

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is Barbara Gonzalez. I work

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for Genesys and I lead the

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business consulting team organization globally.

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First of all, I do

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want to say thank you

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so much for spending this

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time with us and on

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behalf of Genesys. And everyone

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that participated in the organization

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of this webinar, we truly

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appreciate your presence. Before I

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introduce our amazing panelists, I

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would like to start with

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a brief introduction. First of

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all, let me start with

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this quote. The struggle we’re

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in today is developing the

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strength we need for tomorrow.

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And I know that I

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say the obvious by saying

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that we are going through

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challenging and truly unprecedented times

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right now. But to me

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it’s unprecedented from two key

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aspects. Number one, this is

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certainly not the first pandemic

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that humanity has experienced, but

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because of the level of

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connectivity that our society has

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today, it makes it so

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we are fully aware of

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the level of magnitude of

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this crisis. And number two

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and perhaps for the same

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reason of how connected we

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are not only as a

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society, but in the way

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that we do business and

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communicate this crisis is truly

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affecting the entire world. I mean,

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if you look at the

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numbers right now out of

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195 or 197, depending on

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your source countries in the

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world, 185 have confirmed cases

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of COVID- 19 right now. And

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the fact is that every

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single country, every business, and

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every individual is affected in

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one way or another, by

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the impact that this pandemic

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is having not only in

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our economy, but frankly in

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our way of life. Now,

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here’s another aspect to consider

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as we reflect in all

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of this. Think about all

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the services and activities that

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are part of our day

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to day lives and that we

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just maybe take for granted,

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but that right now are critical

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and top of mind for

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all of us. Things like

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obviously healthcare services, but also

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financial services, retail services, government

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services. And not only do

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we depend on those services today,

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but we depend on the

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ability to access and communicate

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with the organizations or agencies

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that provide those services through

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customer support or customer service

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to us. And let me

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just give you a quick

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example, which I’m sure most

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of you if not all

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of you will relate to

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it. I normally work from

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home although I do travel

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a lot, so I probably

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spend half of my time

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at home and half of

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my time on the road.

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My husband owns a small

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business in real estate and

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financial services here in Miami. And

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our daughter Addy, who is

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15, she’s obviously in high

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school. So as a family,

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for one, we need to

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stay in touch with Abby

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school and the county schooling

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system to figure it out,

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is she going back to

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school, is she not going back to

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school, and how are they

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managing remote dedication and so

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on. By the way, they

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are not going back to

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school for the rest of

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the school year, which is

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not exactly easy situation to

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deal with a teenager, if

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what I mean. My husband

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had to work with the IT

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company that provides them support,

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which is also a small

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business to adjust their systems,

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to be able to send

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their employees to work from

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home. He’s also now in

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the process of reaching out

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to government agencies to get

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information to potentially apply… On

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my side, I’m going to assume it’s all

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the time. Reached out to

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my internet service provider to

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make sure that they keep

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up with the demands and

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now it’s family we have

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given that my daughter Abby

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is on Zoom from school.

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And if she’s not on

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that, I tell you she’s

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on FaceTime with 20 other

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kids all the time or

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live streaming on Instagram. So

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the bandwidth requirements are pretty

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high. And not to mention

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my husband who is also

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heavily using internet now, since

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he’s working from home. And

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then we get to things

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like going to the grocery

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store today as a mission,

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right. I just went to

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the grocery store yesterday and

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I can tell you wearing masks,

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going on just only one

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way on the aisles and

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waiting, and the distancing upset

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at six feet and so

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on. So now I’m also

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trying to order as much

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as I can online, supply

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just to keep our lights

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going. So I think this

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just shows how much we

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depend on the services that

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in our day to day,

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obviously. But even if we

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take them for granted now

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those services are truly critical

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and just for our wellbeing.

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And even I would say,

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and I don’t mean to

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sound dramatic, but even just

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for our survival, right? So

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to me, this also exemplifies

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the real need and the

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real importance of incorporating empathy

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as part of our customer

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experience strategy. These services are

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really not just operational, but

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they are part of people’s

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lives. Now, to the topic today

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companies build their business continuity

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plans in a wide variety

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of scenarios in mind. Natural

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disasters, power system outages, even

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strikes and so on. But

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certainly the situation we are

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living in right now with

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COVID- 19 has forced us

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to adapt and adjust those

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business continuity plans. And it also

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makes us really think, well,

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what does the new normal

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look like? Right? Some companies,

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for example, are considering, should

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we create a working from

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home model beyond the crisis?

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But regardless of what we

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think the new normal is going

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to look like for organization

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or what would be involved

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in reactivating our normal business

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activity? What I think we

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need to be very conscious

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of is that this will

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certainly not be the last

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crisis or unprecedented situation that

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we will be challenged with.

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And I don’t mean to

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sound like doom days or

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anything. But I’m just saying

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that we just need to be prepared

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and have plans that are

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flexible and agile to allow

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our organization to be as

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ready as possible and really

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to adapt and respond quickly.

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And this is exactly the

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discussion that we are going to have

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today. So I’m truly honored

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to be joined by an

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incredible panel of experts today.

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And I would like to start with

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Sheila McGee- Smith. I’m really

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honored to have you Sheila,

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would you please introduce yourself?

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Certainly. Welcome everyone and welcome

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to my fellow panelists. I’m

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excited to be here, not

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just with Barbara who I’ve

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worked with in the past in

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Women in Tech issues as

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you proudly aware. Women in

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Tech, Genesys’ shirt. But very

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happy to be here with

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two customers as well, with

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Colin and Paul who are

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living this every day. So

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who am I? I am an

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industry analyst. I’ve been covering

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the contact center space full

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time since 1990. So I’ve

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lived through a couple of

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changes in this marketplace, a

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few small recessions, the tech

299
00:08:04,820 –> 00:08:07,950
bubble burst, but nothing compares

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to what we’re all living

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00:08:09,230 –> 00:08:10,900
through right now. So the

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00:08:10,900 –> 00:08:12,810
slide that you’re seeing there

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00:08:13,450 –> 00:08:14,390
shows that one of the

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places where I publish my

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views on the market is

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on a site online called

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nojitter. com. About on a

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weekly basis I publish a

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post about what’s happening in

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the market. For today’s event,

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I’ve selected four that I’ve

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published in the last six

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months or so all about

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Genesys, needless to say, if

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you go to No Jitter,

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you’ll see articles about other

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companies as well. But what

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it highlights is just how

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much, how active Genesys has

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been in the market and

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certainly in the last year,

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even more so perhaps than

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before that. With a new

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CEO, with partnerships with Google.

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So happy to be here

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and to pass it back

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to Barbara to introduce our

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00:09:01,160 –> 00:09:04,790
first customer. Thank you, Sheila.

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00:09:04,790 –> 00:09:06,830
I just want to say really, really an

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00:09:06,830 –> 00:09:08,670
honor to have you. Sheila

331
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she certainly needed no introduction,

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00:09:10,870 –> 00:09:12,360
her reputation in the contact center

333
00:09:12,360 –> 00:09:14,010
space and the customer experience space,

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procedure around the world in

335
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North America. Certainly, so Sheila

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00:09:18,590 –> 00:09:21,410
also constantly has conversations with

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00:09:21,410 –> 00:09:23,460
executives on the customer experience space.

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So we truly having you

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00:09:25,410 –> 00:09:26,930
here to provide your thoughts

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00:09:26,930 –> 00:09:28,980
and in recommendation Sheila, it’s

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truly an honor. So thank

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00:09:29,850 –> 00:09:31,850
you so much. Now to

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00:09:31,850 –> 00:09:34,280
our next panelist, I’m really

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00:09:34,280 –> 00:09:36,650
also honored to have with

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00:09:36,650 –> 00:09:41,780
us Paul Bordeaux who’s the

346
00:09:41,780 –> 00:09:43,390
vice president of information technology

347
00:09:43,680 –> 00:09:44,900
for e- services. Paul would

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00:09:45,200 –> 00:09:48,360
you introduce yourself please? I’m

349
00:09:48,360 –> 00:09:54,510
sorry- Yeah, certainly. Backwards. I’m

350
00:09:54,510 –> 00:09:56,140
so sorry Paul. Sorry let me

351
00:09:56,750 –> 00:09:58,710
take this back. Colin Salvesen,

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00:09:58,980 –> 00:10:00,100
head of IT for Mr

353
00:10:00,100 –> 00:10:01,480
Price Group. Colin, please go

354
00:10:01,480 –> 00:10:04,050
ahead. Hi. Hello to everybody

355
00:10:04,050 –> 00:10:04,940
all the way from South

356
00:10:05,080 –> 00:10:06,410
Africa. And I hope you’re all

357
00:10:06,640 –> 00:10:08,560
very safe and well. Thank

358
00:10:08,560 –> 00:10:09,470
you to Genesys for having

359
00:10:09,470 –> 00:10:10,690
me. I really appreciate the

360
00:10:10,690 –> 00:10:12,850
opportunity. So yeah, I look after IT for the

361
00:10:13,550 –> 00:10:15,130
Mr Price group. We’re a

362
00:10:15,130 –> 00:10:16,610
large retailer in South Africa.

363
00:10:17,290 –> 00:10:18,510
Our footprint is just over

364
00:10:18,510 –> 00:10:20,220
1200 stores and we focus on

365
00:10:20,220 –> 00:10:22,450
fashion home wear, and sportswear

366
00:10:22,530 –> 00:10:24,960
and sporting goods. And cutting

367
00:10:24,960 –> 00:10:26,270
across these verticals we also

368
00:10:26,270 –> 00:10:28,210
have MRP money, or Mr

369
00:10:28,210 –> 00:10:29,410
Price Money which is the

370
00:10:29,410 –> 00:10:31,160
enabler for credit in the

371
00:10:31,160 –> 00:10:32,940
group as well as insurance

372
00:10:32,940 –> 00:10:34,300
products to protect that credit.

373
00:10:35,010 –> 00:10:36,850
And more recently we have

374
00:10:36,850 –> 00:10:40,550
launched MRP mobile strategy, which

375
00:10:40,550 –> 00:10:41,840
is MRP cellular, which is

376
00:10:41,840 –> 00:10:43,770
an immuno strategy on unselling

377
00:10:43,810 –> 00:10:46,220
of services from some of

378
00:10:46,220 –> 00:10:47,140
the top networks in South

379
00:10:47,140 –> 00:10:48,830
Africa. And we also have

380
00:10:48,810 –> 00:10:50,760
our own NBN, which is MIP

381
00:10:50,760 –> 00:10:53,270
mobile. We’ve been a Genesys

382
00:10:53,270 –> 00:10:55,570
customer for the past five years through

383
00:10:55,570 –> 00:10:56,940
peer connect and we have

384
00:10:57,370 –> 00:10:59,680
approximately 600 agents of which

385
00:10:59,680 –> 00:11:01,050
a large portion of those

386
00:11:01,050 –> 00:11:02,790
are outbound sales agents and

387
00:11:02,910 –> 00:11:05,630
outbound collections agents and also

388
00:11:05,630 –> 00:11:07,250
a large inbound component that

389
00:11:07,250 –> 00:11:08,410
looks after eCommerce for the

390
00:11:08,410 –> 00:11:09,960
group as well as customer

391
00:11:09,960 –> 00:11:11,530
care for the store footprint.

392
00:11:12,060 –> 00:11:13,060
So yeah, very excited to

393
00:11:13,060 –> 00:11:14,660
be discussing these topics that are

394
00:11:14,810 –> 00:11:16,090
very topical and I hope

395
00:11:16,090 –> 00:11:17,210
we can shed some lights on some

396
00:11:17,210 –> 00:11:18,650
of the consents, looking forward to it.

397
00:11:18,800 –> 00:11:21,110
Thank you. Thank you so

398
00:11:21,110 –> 00:11:22,840
much Colin. By the way,

399
00:11:22,840 –> 00:11:23,990
it’s pretty late for you out

400
00:11:24,400 –> 00:11:25,440
there in South Africa. So we

401
00:11:25,740 –> 00:11:27,530
do appreciate very much joining

402
00:11:27,530 –> 00:11:29,110
us today. That’s my pleasure.

403
00:11:32,060 –> 00:11:34,640
Sorry for the mix up Paul. Now, I’ll

404
00:11:34,640 –> 00:11:35,640
let you introduce. So Paul

405
00:11:35,640 –> 00:11:37,010
Bordeaux again, vice president of

406
00:11:37,240 –> 00:11:40,590
information technology for eFinancial. Paul. Awesome.

407
00:11:40,700 –> 00:11:42,350
Thank you very much. As

408
00:11:42,360 –> 00:11:43,200
mentioned, my name is Paul

409
00:11:43,200 –> 00:11:44,620
Bordeaux and I’m the VP

410
00:11:44,620 –> 00:11:47,430
of IT at eFinancial. And eFinancial is actually a

411
00:11:47,430 –> 00:11:49,360
direct consumer life insurance company.

412
00:11:49,660 –> 00:11:50,960
That’s all call center based.

413
00:11:50,960 –> 00:11:52,270
We started about 20 years

414
00:11:52,270 –> 00:11:53,980
ago and since then we’ve

415
00:11:53,980 –> 00:11:54,810
grown to become one of

416
00:11:54,810 –> 00:11:56,570
the largest director life insurance

417
00:11:56,570 –> 00:11:58,250
agencies in the United States.

418
00:11:58,800 –> 00:11:59,640
As an example of our

419
00:11:59,640 –> 00:12:01,290
volume, we did right over $

420
00:12:01,290 –> 00:12:03,800
11 billion in life insurance

421
00:12:03,800 –> 00:12:06,970
coverage in 2017 alone. Our

422
00:12:06,970 –> 00:12:09,040
staffing model looks similar to

423
00:12:10,070 –> 00:12:12,100
Mr Price their staffing model.

424
00:12:12,140 –> 00:12:13,250
We have about 400 call

425
00:12:13,250 –> 00:12:15,450
center agents that serves both

426
00:12:15,450 –> 00:12:17,320
sales agents, transfer agents, customer

427
00:12:17,320 –> 00:12:18,490
care reps, and as well

428
00:12:18,490 –> 00:12:20,030
as independent agents spread across

429
00:12:20,030 –> 00:12:21,900
the country. We’re licensed in

430
00:12:21,900 –> 00:12:23,630
all 50 States district of

431
00:12:23,630 –> 00:12:25,360
Columbia, but our main call

432
00:12:25,360 –> 00:12:27,000
centers are in three locations.

433
00:12:27,170 –> 00:12:28,100
We have one in Bellevue,

434
00:12:28,100 –> 00:12:29,790
Washington, which is our headquarters.

435
00:12:30,120 –> 00:12:31,190
We have one in Chicago,

436
00:12:31,190 –> 00:12:32,680
Illinois, and we have a

437
00:12:32,680 –> 00:12:33,690
new one that just opened

438
00:12:33,690 –> 00:12:34,680
up this year in Tempe,

439
00:12:34,680 –> 00:12:36,160
Arizona sort of spread across

440
00:12:36,160 –> 00:12:38,340
the United States. I’m Colin,

441
00:12:38,340 –> 00:12:39,470
I’m excited to be here

442
00:12:39,470 –> 00:12:40,570
and I’m looking forward to this webinar.

443
00:12:40,790 –> 00:12:46,420
Welcome. So to get us

444
00:12:46,420 –> 00:12:48,020
started with this conversation, I

445
00:12:48,020 –> 00:12:48,990
would first like to ask

446
00:12:49,260 –> 00:12:50,850
Sheila to give us her analyst

447
00:12:51,180 –> 00:12:52,350
perspective on the current state

448
00:12:52,350 –> 00:12:53,950
of customer experience and the

449
00:12:53,950 –> 00:12:55,500
impact that COVID-19 is having

450
00:12:55,500 –> 00:12:58,740
in the contact center space. Sheila. Thank

451
00:12:59,030 –> 00:13:00,830
you. The slide that you

452
00:13:00,830 –> 00:13:04,070
see here talks about the

453
00:13:04,070 –> 00:13:06,240
New Hampshire emergency order number

454
00:13:06,240 –> 00:13:08,410
17, that was issued by

455
00:13:08,410 –> 00:13:12,880
our governor Sununu back early

456
00:13:12,880 –> 00:13:16,840
in March. And slides are

457
00:13:16,840 –> 00:13:19,580
just going crazy. Huh? Let’s

458
00:13:19,580 –> 00:13:22,000
try and get back on

459
00:13:22,000 –> 00:13:24,230
the right slide. Okay. And

460
00:13:24,230 –> 00:13:28,470
what it shows is that

461
00:13:29,550 –> 00:13:31,200
as it highlights is people

462
00:13:31,200 –> 00:13:33,730
in information technology, people like

463
00:13:33,790 –> 00:13:35,670
Colin and Paul, people who

464
00:13:35,670 –> 00:13:37,940
work in call centers are

465
00:13:37,940 –> 00:13:40,340
part of essential services. So

466
00:13:40,340 –> 00:13:42,660
as countries and States have

467
00:13:42,660 –> 00:13:44,260
put out orders that say,

468
00:13:44,480 –> 00:13:46,970
everybody stayed home except essential

469
00:13:46,970 –> 00:13:50,010
workers, right. Very often those

470
00:13:50,010 –> 00:13:51,500
essential workers work in government

471
00:13:51,500 –> 00:13:55,950
locations and hospitals and they

472
00:13:55,950 –> 00:13:58,170
are continuing to be important

473
00:13:58,400 –> 00:14:01,580
to the ongoing pace of

474
00:14:01,580 –> 00:14:03,650
keeping people alive and well

475
00:14:03,900 –> 00:14:05,540
as Barbara talked about. Right?

476
00:14:06,070 –> 00:14:07,890
And so it gives us

477
00:14:07,890 –> 00:14:09,030
pause those of us in

478
00:14:09,030 –> 00:14:11,210
the contact center space to understand

479
00:14:11,210 –> 00:14:13,050
how important we are to

480
00:14:13,050 –> 00:14:15,480
keeping business going, to keeping

481
00:14:15,480 –> 00:14:17,540
lives going. And again, as

482
00:14:17,540 –> 00:14:20,270
Barbara pointed out with everything

483
00:14:20,270 –> 00:14:21,210
that we need just to

484
00:14:21,210 –> 00:14:23,190
subsist one doesn’t want to

485
00:14:23,190 –> 00:14:24,640
be overly dramatic, but we’re

486
00:14:24,640 –> 00:14:26,650
part of a process that’s

487
00:14:26,650 –> 00:14:39,560
really quite important. Okay. You want me to move their slide? Share over there.

488
00:14:42,400 –> 00:14:44,320
Maybe from now on, you

489
00:14:44,320 –> 00:14:45,360
can move my slides for

490
00:14:45,360 –> 00:14:46,440
me. Thank you very much.

491
00:14:46,700 –> 00:14:48,390
So one of the things

492
00:14:48,390 –> 00:14:49,450
that I want to talk about is

493
00:14:49,450 –> 00:14:50,260
sort of what did the

494
00:14:50,260 –> 00:14:52,940
world look right before the

495
00:14:55,240 –> 00:14:58,410
COVID pandemic became real. And

496
00:14:58,410 –> 00:14:59,710
interesting that we have the

497
00:14:59,710 –> 00:15:01,260
gentlemen on from South Africa

498
00:15:01,460 –> 00:15:02,930
because the data that I’m

499
00:15:02,930 –> 00:15:04,640
showing here is from a

500
00:15:04,640 –> 00:15:06,860
company called NTT. And it

501
00:15:06,860 –> 00:15:09,110
is part of a global

502
00:15:09,200 –> 00:15:12,610
benchmarking report that NTT has

503
00:15:12,610 –> 00:15:14,590
been gathering for 22 years

504
00:15:14,590 –> 00:15:16,070
now. And that the group

505
00:15:16,070 –> 00:15:17,200
that runs that is actually

506
00:15:17,200 –> 00:15:19,780
out of South Africa and

507
00:15:19,780 –> 00:15:21,560
I’ve visited them down there.

508
00:15:21,770 –> 00:15:23,410
And he’s nodding because it’s

509
00:15:23,410 –> 00:15:25,360
an important piece of research

510
00:15:25,670 –> 00:15:26,770
that a lot of us

511
00:15:26,810 –> 00:15:28,590
in the context center look

512
00:15:28,590 –> 00:15:29,930
forward to seeing that new

513
00:15:29,930 –> 00:15:32,500
data every year. So moving

514
00:15:32,500 –> 00:15:37,040
into 2020 companies, some 600

515
00:15:37,040 –> 00:15:38,010
of them responded to this

516
00:15:38,010 –> 00:15:41,020
question or asked what strategies

517
00:15:41,020 –> 00:15:43,130
are being used to meet

518
00:15:43,380 –> 00:15:48,030
the evolving workforce demands. And

519
00:15:48,030 –> 00:15:50,350
you’ll see flexible hours were

520
00:15:50,350 –> 00:15:52,960
important. Remote working was important.

521
00:15:53,830 –> 00:15:55,430
But probably further down the

522
00:15:55,430 –> 00:15:57,710
list, something like wellness, which

523
00:15:57,710 –> 00:15:58,810
I’ve highlighted there with an

524
00:15:58,810 –> 00:16:03,510
arrow or training, new approaches

525
00:16:03,510 –> 00:16:05,230
for training. And so as

526
00:16:05,230 –> 00:16:07,880
we now sit six weeks

527
00:16:07,880 –> 00:16:10,280
into this global crisis with

528
00:16:10,440 –> 00:16:12,280
so many agents now working

529
00:16:12,280 –> 00:16:14,910
from home, I look at

530
00:16:14,960 –> 00:16:16,260
statistics like this and I

531
00:16:16,260 –> 00:16:18,270
think people like Paul and

532
00:16:18,270 –> 00:16:20,350
Colin have new challenges, how

533
00:16:20,350 –> 00:16:22,440
do we handle wellness when

534
00:16:22,440 –> 00:16:23,610
so many of our agents

535
00:16:23,610 –> 00:16:25,330
are working from home? How

536
00:16:25,330 –> 00:16:27,270
do we reevaluate how we

537
00:16:27,270 –> 00:16:29,520
train when so many agents

538
00:16:29,520 –> 00:16:31,120
are working from home? And

539
00:16:31,130 –> 00:16:33,020
so things that perhaps were

540
00:16:33,020 –> 00:16:34,960
not as high a priority

541
00:16:35,210 –> 00:16:37,440
just two months ago, raising

542
00:16:37,700 –> 00:16:43,260
insignificance. And then next slide,

543
00:16:43,720 –> 00:16:45,500
please, since I seem to

544
00:16:45,500 –> 00:16:48,850
be challenged. I went to

545
00:16:48,850 –> 00:16:50,180
a business school in Chicago

546
00:16:52,220 –> 00:16:55,410
at Kellogg. And there’s been

547
00:16:55,410 –> 00:16:59,150
ongoing communications from Kellogg, which

548
00:16:59,150 –> 00:17:01,820
has in its alumni base

549
00:17:01,820 –> 00:17:03,690
a lot of corporate leaders.

550
00:17:04,120 –> 00:17:04,980
And what they’ve been doing

551
00:17:04,980 –> 00:17:06,960
is providing information to be

552
00:17:06,970 –> 00:17:09,210
helpful to those leaders as

553
00:17:09,240 –> 00:17:11,010
they go through this crisis.

554
00:17:11,560 –> 00:17:14,870
So one particular session caught

555
00:17:14,870 –> 00:17:16,090
my eye and it was

556
00:17:16,090 –> 00:17:18,660
by Harry kraemer, who is

557
00:17:18,660 –> 00:17:20,890
a professor of leadership at

558
00:17:21,440 –> 00:17:23,340
The Kellogg School at Northwestern

559
00:17:23,340 –> 00:17:26,610
university. And prior to being

560
00:17:26,980 –> 00:17:28,680
a professor, he was the

561
00:17:28,680 –> 00:17:31,700
CEO of Baxter International, a

562
00:17:31,700 –> 00:17:35,010
major medical supply company here

563
00:17:35,010 –> 00:17:36,780
in the United States. And

564
00:17:36,780 –> 00:17:38,960
the statement that he made

565
00:17:38,960 –> 00:17:42,270
that really rang so true

566
00:17:42,270 –> 00:17:44,000
for me was the need

567
00:17:44,070 –> 00:17:47,130
for a coronavirus war room.

568
00:17:48,210 –> 00:17:49,260
And it struck for a

569
00:17:49,260 –> 00:17:50,680
couple of reasons. One is

570
00:17:51,100 –> 00:17:52,490
I was early in my

571
00:17:52,490 –> 00:17:55,070
career at AT& T, when

572
00:17:55,070 –> 00:17:56,590
AT& T was going through

573
00:17:56,590 –> 00:17:58,360
divestiture. So I was at

574
00:17:58,360 –> 00:18:00,400
corporate headquarters in Basking Ridge,

575
00:18:00,400 –> 00:18:02,330
New Jersey, and we had

576
00:18:02,330 –> 00:18:03,900
a war room. And I

577
00:18:03,900 –> 00:18:04,870
was part of that war

578
00:18:04,870 –> 00:18:06,010
room because I was in

579
00:18:06,010 –> 00:18:07,740
market research. And there were

580
00:18:07,740 –> 00:18:10,470
lots of issues that smack

581
00:18:10,800 –> 00:18:12,710
of market research, data that

582
00:18:12,710 –> 00:18:15,040
was required by that group,

583
00:18:15,040 –> 00:18:16,190
working in the war room,

584
00:18:16,340 –> 00:18:18,600
when how do we break

585
00:18:18,610 –> 00:18:20,690
up the bell system? And

586
00:18:20,690 –> 00:18:21,760
so this notion of a

587
00:18:21,760 –> 00:18:24,500
coronavirus war room really struck

588
00:18:24,500 –> 00:18:28,050
me in that his comment,

589
00:18:28,680 –> 00:18:31,010
Kraemer’s comment that no leader,

590
00:18:31,570 –> 00:18:32,880
if they’re honest, is bright

591
00:18:32,880 –> 00:18:35,100
enough to figure out everything

592
00:18:35,100 –> 00:18:36,720
on their own. That they

593
00:18:36,730 –> 00:18:39,950
should have the data input

594
00:18:40,450 –> 00:18:41,910
and the knowledge and the

595
00:18:41,910 –> 00:18:44,280
wisdom of people from all

596
00:18:44,280 –> 00:18:46,240
over the business. And so

597
00:18:46,240 –> 00:18:46,810
I thought it was a

598
00:18:46,810 –> 00:18:48,300
great insight and one worth

599
00:18:48,300 –> 00:18:51,230
sharing on this webinar for

600
00:18:51,230 –> 00:18:54,330
all involved. Next slide please.

601
00:18:56,570 –> 00:18:57,970
So I’m taking us back

602
00:18:57,970 –> 00:19:00,720
to the NTT customer experience

603
00:19:00,720 –> 00:19:03,380
benchmarking study again. And this

604
00:19:03,380 –> 00:19:04,280
is a question that was

605
00:19:04,280 –> 00:19:06,310
answered again by about 600 of

606
00:19:06,430 –> 00:19:08,800
the respondents. And know that

607
00:19:08,800 –> 00:19:10,470
this study is a global

608
00:19:10,470 –> 00:19:11,780
study. And so they get

609
00:19:11,780 –> 00:19:14,370
representation from North America, South

610
00:19:14,370 –> 00:19:17,860
America, Asia, Europe. And so

611
00:19:17,860 –> 00:19:18,890
for all of you who

612
00:19:18,890 –> 00:19:20,410
are listening here today, this

613
00:19:20,410 –> 00:19:21,950
is relevant data for all

614
00:19:21,950 –> 00:19:24,090
of us. So the question

615
00:19:24,090 –> 00:19:25,470
that was asked again, pre-

616
00:19:25,470 –> 00:19:26,870
COVID is one of the

617
00:19:26,870 –> 00:19:30,620
top technology priorities for customer

618
00:19:30,620 –> 00:19:33,710
experience? And data and analytics,

619
00:19:33,710 –> 00:19:35,160
as you can see, has

620
00:19:35,160 –> 00:19:37,660
been seen as important by

621
00:19:37,660 –> 00:19:39,780
customer experience professionals for the

622
00:19:39,780 –> 00:19:41,940
last three years running, right.

623
00:19:42,670 –> 00:19:46,960
And digital transformation, supplying better

624
00:19:46,960 –> 00:19:49,490
digital customer experience, meeting the

625
00:19:49,750 –> 00:19:52,420
demands of consumers who want

626
00:19:52,710 –> 00:19:55,230
better digital options from the

627
00:19:55,230 –> 00:19:57,040
organizations and the companies that

628
00:19:57,040 –> 00:19:58,330
they work with. These have

629
00:19:58,330 –> 00:20:00,700
been key initiatives for the

630
00:20:00,700 –> 00:20:01,990
last two or three years.

631
00:20:02,820 –> 00:20:04,280
But again, what I’ve highlighted

632
00:20:04,280 –> 00:20:06,630
here are things that may

633
00:20:06,630 –> 00:20:08,160
be lower on the list

634
00:20:08,520 –> 00:20:11,090
like cloud solutions or the

635
00:20:11,090 –> 00:20:15,460
personalization of services, because in

636
00:20:15,460 –> 00:20:17,790
a post- COVID world, I

637
00:20:17,790 –> 00:20:19,590
think they’re rising in importance.

638
00:20:19,840 –> 00:20:20,490
And if we were to

639
00:20:20,490 –> 00:20:23,140
retake this survey right now,

640
00:20:23,340 –> 00:20:25,010
I think cloud would rise

641
00:20:25,010 –> 00:20:26,230
way to the top of

642
00:20:26,230 –> 00:20:28,670
this. Because companies that I

643
00:20:28,670 –> 00:20:30,970
work with, that you work

644
00:20:30,970 –> 00:20:33,740
with at Genesys are finding that

645
00:20:34,370 –> 00:20:36,150
if they were sitting with contact

646
00:20:36,750 –> 00:20:39,620
center agents in premises locations

647
00:20:39,890 –> 00:20:42,770
with premises based systems, that

648
00:20:42,790 –> 00:20:44,950
it was often more difficult

649
00:20:45,440 –> 00:20:47,870
to send those agents home

650
00:20:47,870 –> 00:20:49,680
and be able to answer

651
00:20:49,860 –> 00:20:52,670
that increased volume that’s happening

652
00:20:52,670 –> 00:20:55,110
in so many industries, right?

653
00:20:55,300 –> 00:20:57,460
Those with cloud solutions there

654
00:20:57,460 –> 00:20:59,150
were still challenges. There were

655
00:20:59,150 –> 00:21:02,180
still challenges with bandwidth, with

656
00:21:02,370 –> 00:21:05,070
whether agents had laptops, equipping

657
00:21:05,070 –> 00:21:07,140
them with that. But those

658
00:21:07,650 –> 00:21:13,940
challenges block less progress than

659
00:21:14,020 –> 00:21:15,190
having to send an agent

660
00:21:15,190 –> 00:21:17,440
home with a phone and

661
00:21:17,560 –> 00:21:20,440
a firewall and a server.

662
00:21:20,710 –> 00:21:21,770
And that’s what often would

663
00:21:21,770 –> 00:21:22,880
happen with a premises based

664
00:21:22,880 –> 00:21:26,010
solution. The personalization of services,

665
00:21:26,380 –> 00:21:28,380
I think it’s a topic

666
00:21:28,380 –> 00:21:31,130
that Genesys in 2020 is

667
00:21:31,130 –> 00:21:33,080
putting a bigger focus on,

668
00:21:33,390 –> 00:21:34,910
and again, was doing that

669
00:21:34,990 –> 00:21:37,010
pre- COVID. I think post-

670
00:21:37,040 –> 00:21:39,190
COVID, it becomes more important

671
00:21:39,530 –> 00:21:41,770
because as Barbara talked about,

672
00:21:42,050 –> 00:21:44,130
we need to be providing

673
00:21:44,230 –> 00:21:47,280
empathy even more than ever.

674
00:21:47,470 –> 00:21:48,430
When people get on the

675
00:21:48,430 –> 00:21:50,190
phone, we have to be

676
00:21:50,190 –> 00:21:52,000
able to ask them how

677
00:21:52,000 –> 00:21:53,650
they’re doing. We need the

678
00:21:53,650 –> 00:21:56,020
extra time. We need agents

679
00:21:56,020 –> 00:21:58,600
who are trained to know

680
00:21:58,600 –> 00:21:59,890
that. We need agents who

681
00:21:59,890 –> 00:22:03,380
aren’t being held to performance

682
00:22:03,380 –> 00:22:07,130
standards about key performance indicators

683
00:22:07,370 –> 00:22:08,960
that are perhaps less important

684
00:22:08,960 –> 00:22:10,890
now. So I think that personalization of

685
00:22:10,890 –> 00:22:12,360
services is another one of

686
00:22:12,370 –> 00:22:14,830
those things where it’s rising

687
00:22:14,830 –> 00:22:16,510
in importance, but we also

688
00:22:16,510 –> 00:22:17,760
need the systems in place

689
00:22:17,760 –> 00:22:18,750
that are going to allow

690
00:22:18,750 –> 00:22:21,180
that to happen. So it’s

691
00:22:21,180 –> 00:22:22,370
interesting to take a look

692
00:22:22,370 –> 00:22:23,220
at what was happening right

693
00:22:23,220 –> 00:22:25,380
before, but also to understand

694
00:22:25,380 –> 00:22:27,160
the impact that this has

695
00:22:27,160 –> 00:22:28,850
had on how we all

696
00:22:28,850 –> 00:22:30,170
deliver service. And I’m going

697
00:22:31,050 –> 00:22:31,840
to turn it back to

698
00:22:31,840 –> 00:22:34,170
Barbara now. Thank you, Sheila.

699
00:22:34,730 –> 00:22:36,820
And I think that definitely the

700
00:22:37,610 –> 00:22:38,850
insights that you provided us

701
00:22:38,850 –> 00:22:40,940
are right on point. I

702
00:22:40,940 –> 00:22:41,680
want to go back to

703
00:22:41,680 –> 00:22:43,490
some of this key elements,

704
00:22:43,490 –> 00:22:44,610
but first to your point,

705
00:22:44,900 –> 00:22:46,480
let’s take maybe one step

706
00:22:46,480 –> 00:22:47,650
back and to level set

707
00:22:47,650 –> 00:22:49,640
and provide context. To start

708
00:22:49,640 –> 00:22:50,540
our Q& A session I

709
00:22:50,540 –> 00:22:51,860
would like to go to

710
00:22:51,860 –> 00:22:54,010
both Paul and Colin, and maybe

711
00:22:54,010 –> 00:22:55,180
Paul I’ll start with you,

712
00:22:55,600 –> 00:22:56,530
and then Colin can provide

713
00:22:56,530 –> 00:22:58,100
some additional input. But the

714
00:22:58,100 –> 00:22:59,690
first question would be, can

715
00:22:59,690 –> 00:23:01,190
you give our audience the

716
00:23:01,190 –> 00:23:03,010
firsthand account of the main

717
00:23:03,240 –> 00:23:04,630
changes that your agents have

718
00:23:04,630 –> 00:23:06,300
experienced due to this crisis?

719
00:23:06,360 –> 00:23:07,390
I mean, are they all

720
00:23:07,390 –> 00:23:09,070
working from home? How was the

721
00:23:09,140 –> 00:23:11,230
transition and how are supervisors

722
00:23:11,290 –> 00:23:12,710
adapting to it? Paul, let’s

723
00:23:12,710 –> 00:23:14,710
start with you. Yeah, definitely.

724
00:23:15,230 –> 00:23:17,890
So despite some slight differences

725
00:23:17,890 –> 00:23:19,500
in state government guidelines for

726
00:23:19,500 –> 00:23:21,830
COVID response, eFinancial chose to

727
00:23:21,830 –> 00:23:23,190
enable working from home for

728
00:23:23,190 –> 00:23:24,590
all of our agents and employees

729
00:23:24,650 –> 00:23:25,940
at the same time. We

730
00:23:25,940 –> 00:23:26,960
actually did a full cut

731
00:23:26,960 –> 00:23:28,630
over to Genesys cloud on

732
00:23:28,630 –> 00:23:31,080
March 27th which turns out

733
00:23:31,190 –> 00:23:32,130
to be about three weeks

734
00:23:32,130 –> 00:23:33,540
earlier than we had originally

735
00:23:33,540 –> 00:23:35,140
designed. So it was a little abrupt

736
00:23:35,140 –> 00:23:36,650
in training, abrupt in that

737
00:23:36,650 –> 00:23:38,000
day to day coaching piece

738
00:23:38,300 –> 00:23:39,750
and really abrupt for our

739
00:23:39,750 –> 00:23:40,840
internal help desk because they

740
00:23:40,840 –> 00:23:42,010
kind of scrambled to support

741
00:23:42,010 –> 00:23:46,250
that. Right. Colin maybe the

742
00:23:46,250 –> 00:23:47,790
same question for you, what was

743
00:23:48,420 –> 00:23:49,730
the changes for your agents and

744
00:23:50,300 –> 00:23:51,330
are they working from home?

745
00:23:51,330 –> 00:23:52,260
How are they adapting to

746
00:23:52,260 –> 00:23:54,810
it? Yes. I think that in

747
00:23:54,810 –> 00:23:56,450
the South African context we’ve

748
00:23:56,450 –> 00:23:57,450
had a full shutdown, so

749
00:23:57,450 –> 00:23:58,810
it’s basically, you will stay

750
00:23:58,810 –> 00:24:00,830
inside your property and only

751
00:24:00,830 –> 00:24:02,020
go out for essential services.

752
00:24:02,020 –> 00:24:03,650
So it was quite apparent

753
00:24:03,820 –> 00:24:04,350
to us that this was

754
00:24:04,350 –> 00:24:05,510
going to impact the call center at

755
00:24:05,510 –> 00:24:07,320
large. But also from an

756
00:24:07,320 –> 00:24:09,920
economic standpoint, our customers. So

757
00:24:09,920 –> 00:24:11,840
we did initiate remote work for

758
00:24:12,290 –> 00:24:14,370
our customer care agents and

759
00:24:14,370 –> 00:24:15,940
a portion of our collections agents.

760
00:24:16,990 –> 00:24:18,590
And, again, those people servicing

761
00:24:18,590 –> 00:24:20,860
our insurance portfolio but everything

762
00:24:20,860 –> 00:24:22,180
to do with outbound selling

763
00:24:22,380 –> 00:24:23,410
cease to exist, we just

764
00:24:23,410 –> 00:24:25,420
stopped altogether. I think that

765
00:24:26,890 –> 00:24:28,290
the common themes that we

766
00:24:28,290 –> 00:24:29,760
saw coming through was people

767
00:24:29,800 –> 00:24:31,170
really wanting to know, how do

768
00:24:31,170 –> 00:24:32,040
I actually pay, how do

769
00:24:32,040 –> 00:24:33,100
I keep in good standing?

770
00:24:33,100 –> 00:24:34,500
How do I get orders

771
00:24:34,500 –> 00:24:38,110
that were previously ordered before

772
00:24:38,110 –> 00:24:40,410
the lockdown and what might happen to

773
00:24:40,410 –> 00:24:41,950
those in the lockdown? So

774
00:24:42,220 –> 00:24:42,960
we took the call to

775
00:24:42,960 –> 00:24:44,460
really just let the outbound

776
00:24:44,460 –> 00:24:46,260
agents be purely customer care

777
00:24:46,260 –> 00:24:49,180
agents. And what’s been great

778
00:24:49,180 –> 00:24:51,090
is that they have actually risen to the

779
00:24:51,090 –> 00:24:53,080
challenge. They have been connectivity

780
00:24:53,080 –> 00:24:54,450
issues because not everybody in

781
00:24:54,450 –> 00:24:55,500
South Africa has access to

782
00:24:55,500 –> 00:24:57,200
WiFi. So we’re all relying on

783
00:24:57,380 –> 00:25:00,810
3G. But the remote workers, I

784
00:25:00,810 –> 00:25:01,420
think a lot of them are actually saying

785
00:25:01,940 –> 00:25:03,390
they’re more busy than they thought they

786
00:25:03,390 –> 00:25:04,550
would be. And there’s a

787
00:25:04,550 –> 00:25:05,620
lot of transparency through the

788
00:25:05,620 –> 00:25:06,910
Genesys system as well. So

789
00:25:07,250 –> 00:25:08,260
we don’t need to necessarily

790
00:25:08,260 –> 00:25:09,210
please them. They know that

791
00:25:09,550 –> 00:25:10,730
they’ve got presence, they know that

792
00:25:10,730 –> 00:25:11,590
they’ve got the tools that

793
00:25:11,620 –> 00:25:13,060
they need. So it’s been a

794
00:25:13,310 –> 00:25:14,420
pretty good transition for us.

795
00:25:15,960 –> 00:25:16,650
And I think that that

796
00:25:16,650 –> 00:25:19,160
speaks perfectly on the empathy

797
00:25:19,410 –> 00:25:21,560
topic because you guys were right

798
00:25:21,560 –> 00:25:22,960
on top of what’s really

799
00:25:22,960 –> 00:25:24,610
in your customer’s minds and

800
00:25:24,870 –> 00:25:26,020
what’s really important for them right

801
00:25:26,020 –> 00:25:28,160
now and adapted to respond

802
00:25:28,160 –> 00:25:29,580
to that. So that is fabulous.

803
00:25:29,750 –> 00:25:31,330
Now, again, to both of

804
00:25:31,330 –> 00:25:33,210
you can you also provide

805
00:25:33,210 –> 00:25:35,490
some additional context on how is the crisis

806
00:25:35,530 –> 00:25:36,730
affected your business. And Colin

807
00:25:36,730 –> 00:25:39,160
you talked a little bit about that, but maybe give

808
00:25:39,160 –> 00:25:40,740
us a little bit more

809
00:25:40,740 –> 00:25:42,840
context on how’s the customer

810
00:25:43,160 –> 00:25:45,750
experience? Has it been disrupted? What are the steps

811
00:25:46,040 –> 00:25:47,290
that you’re taking to mitigate

812
00:25:47,290 –> 00:25:49,830
not all after that, but

813
00:25:50,080 –> 00:25:53,410
Colin, you want to give some context on that? Yeah, sure.

814
00:25:53,410 –> 00:25:56,340
So I mean, the lockdown meant that

815
00:25:56,340 –> 00:25:58,470
all 1200 of our stores closed

816
00:25:59,270 –> 00:26:00,250
and. It became quite apparent

817
00:26:00,250 –> 00:26:01,410
quite quickly just how dependent

818
00:26:01,650 –> 00:26:03,130
we were on that last

819
00:26:03,130 –> 00:26:04,270
mile of the store in

820
00:26:04,270 –> 00:26:07,020
terms of customer payments, eCommerce

821
00:26:07,020 –> 00:26:09,340
click and collect. So quite

822
00:26:09,340 –> 00:26:11,240
quickly from a digital perspective,

823
00:26:11,240 –> 00:26:12,460
we had to move very

824
00:26:12,460 –> 00:26:13,540
fast in terms of giving

825
00:26:13,540 –> 00:26:17,410
people additional payment options even

826
00:26:17,410 –> 00:26:18,360
going down to the level of

827
00:26:21,100 –> 00:26:22,190
old good USSD. And again,

828
00:26:22,270 –> 00:26:23,400
driving a lot of digital

829
00:26:23,400 –> 00:26:25,630
communication through our app and

830
00:26:25,630 –> 00:26:27,500
through our online channels. So there was

831
00:26:28,200 –> 00:26:29,030
a bit of a disruption

832
00:26:29,030 –> 00:26:29,980
because we didn’t have as

833
00:26:29,980 –> 00:26:31,160
many call center agents as

834
00:26:31,160 –> 00:26:32,010
we’d like to have had

835
00:26:32,200 –> 00:26:33,320
working remotely. So a lot

836
00:26:33,320 –> 00:26:34,850
of that moved towards traditional

837
00:26:35,160 –> 00:26:37,590
email and chat channels. So

838
00:26:37,700 –> 00:26:39,180
customers finding and got frustrated,

839
00:26:39,180 –> 00:26:40,720
but we’ve come along quite

840
00:26:40,720 –> 00:26:41,700
quickly. I think that this is a

841
00:26:42,430 –> 00:26:44,390
accelerated a lot more the the

842
00:26:44,390 –> 00:26:45,970
digital discussions that we needed

843
00:26:46,070 –> 00:26:47,930
to have. And we’re going to go back to

844
00:26:48,620 –> 00:26:49,610
that topic in a minute,

845
00:26:49,610 –> 00:26:51,220
but Paul, same question for

846
00:26:51,220 –> 00:26:52,100
you, how has the business

847
00:26:52,100 –> 00:26:53,270
been effective for you guys

848
00:26:53,270 –> 00:26:55,960
and disruption and customer experience

849
00:26:56,020 –> 00:26:56,990
and how are you mitigating

850
00:26:56,990 –> 00:27:00,530
it? Well, since we’re entirely

851
00:27:00,530 –> 00:27:01,960
call center based. The good

852
00:27:01,960 –> 00:27:02,950
news is as long as

853
00:27:02,950 –> 00:27:03,510
we were able to keep

854
00:27:03,510 –> 00:27:04,570
our agents on the phones,

855
00:27:04,570 –> 00:27:05,850
our customer experience was not

856
00:27:06,020 –> 00:27:07,410
disrupted at all, which is

857
00:27:07,410 –> 00:27:09,120
important in our industry because

858
00:27:09,370 –> 00:27:10,850
consumer demand is rising for

859
00:27:10,850 –> 00:27:13,110
us. Anytime there’s an event

860
00:27:13,140 –> 00:27:14,920
that reminds people of the critical

861
00:27:14,920 –> 00:27:16,810
importance of financially supporting loved

862
00:27:16,940 –> 00:27:18,120
ones, we see an increased

863
00:27:18,120 –> 00:27:19,890
demand for life insurance. So it

864
00:27:20,050 –> 00:27:21,640
was imperative that our agents

865
00:27:21,640 –> 00:27:22,990
were still available to serve

866
00:27:22,990 –> 00:27:24,520
customers at times they need

867
00:27:24,520 –> 00:27:26,390
us the most. Similar to

868
00:27:26,390 –> 00:27:29,230
Colin, not only did we increase

869
00:27:29,230 –> 00:27:31,400
our availability online or on

870
00:27:31,400 –> 00:27:32,530
the phone, but we’ve also

871
00:27:32,690 –> 00:27:33,930
started to provide more digital

872
00:27:33,930 –> 00:27:35,710
offering and direct customers there

873
00:27:35,710 –> 00:27:37,410
so that they can react in

874
00:27:37,410 –> 00:27:38,810
a way that isn’t the face to face

875
00:27:38,810 –> 00:27:42,130
type of environment. Okay, great.

876
00:27:42,440 –> 00:27:43,380
Now we would also like

877
00:27:43,380 –> 00:27:44,450
to hear from the audience,

878
00:27:44,450 –> 00:27:45,580
and so we do have

879
00:27:45,770 –> 00:27:47,670
a small poll question. So

880
00:27:47,670 –> 00:27:49,800
Josh could we push the

881
00:27:49,800 –> 00:27:51,090
poll question to our audience,

882
00:27:51,090 –> 00:27:54,660
please? Absolutely. They should see to on their

883
00:27:54,660 –> 00:27:56,760
screen now. There we go.

884
00:27:56,990 –> 00:27:57,920
So the question is, what

885
00:27:57,920 –> 00:27:59,650
percentage of your agents are

886
00:27:59,650 –> 00:28:00,870
working from home now? So is

887
00:28:00,870 –> 00:28:03,610
it like almost none to

888
00:28:04,400 –> 00:28:07,000
somewhere like 25%. Is between

889
00:28:07,000 –> 00:28:09,430
25 and 50. Is it the majority

890
00:28:09,430 –> 00:28:10,170
of them all the way,

891
00:28:10,260 –> 00:28:12,430
maybe around 85%, or is it all

892
00:28:12,450 –> 00:28:13,460
of them. We’re really interested

893
00:28:13,460 –> 00:28:15,550
to hearing from you. And

894
00:28:15,550 –> 00:28:16,460
while we wait for our

895
00:28:16,460 –> 00:28:18,180
audience to answer the poll,

896
00:28:18,570 –> 00:28:21,260
Sheila, maybe this is really a

897
00:28:21,260 –> 00:28:22,810
global audience. And so I

898
00:28:22,810 –> 00:28:23,590
don’t know about you, but

899
00:28:23,590 –> 00:28:25,060
my expectation would be that we’re going to

900
00:28:25,060 –> 00:28:26,570
see a mix maybe in

901
00:28:26,570 –> 00:28:27,590
the responses, but what’s your

902
00:28:27,590 –> 00:28:29,750
take on this, given the

903
00:28:29,750 –> 00:28:33,100
global context of this. So

904
00:28:33,100 –> 00:28:34,160
to your point, I think

905
00:28:34,160 –> 00:28:36,540
in some industries we’ll also

906
00:28:36,540 –> 00:28:38,180
going to see differences, right?

907
00:28:38,620 –> 00:28:40,010
The industries that are represented

908
00:28:40,010 –> 00:28:42,570
by our customers here were

909
00:28:42,640 –> 00:28:44,360
so important that they needed

910
00:28:44,360 –> 00:28:45,630
to get as many agents

911
00:28:45,630 –> 00:28:47,730
as they could capable to

912
00:28:47,730 –> 00:28:49,170
work from home. I think

913
00:28:49,170 –> 00:28:51,010
in some businesses, if the

914
00:28:51,010 –> 00:28:53,080
business had to shut down,

915
00:28:53,880 –> 00:28:55,750
let’s say a clothing store,

916
00:28:55,970 –> 00:28:58,890
right. That might have a

917
00:28:58,890 –> 00:29:00,960
lot of agents taking orders,

918
00:29:01,080 –> 00:29:02,380
but didn’t need to do

919
00:29:02,380 –> 00:29:03,840
customer service the same way

920
00:29:03,840 –> 00:29:05,590
with the stores closed. So

921
00:29:05,590 –> 00:29:07,690
I think we’re going to see a proportion of

922
00:29:07,690 –> 00:29:10,320
the people responding saying only

923
00:29:10,320 –> 00:29:12,040
zero to 25% because we

924
00:29:12,040 –> 00:29:13,850
have a skeleton kind of

925
00:29:13,850 –> 00:29:15,070
a staff. But we’re going

926
00:29:15,190 –> 00:29:16,910
to see some like Colin

927
00:29:16,910 –> 00:29:19,090
and Paul’s companies where everybody

928
00:29:19,200 –> 00:29:20,580
is home. But if I

929
00:29:20,580 –> 00:29:21,930
had to say which one

930
00:29:21,930 –> 00:29:22,420
I think is going to

931
00:29:22,420 –> 00:29:24,830
have the highest percentage, I

932
00:29:24,830 –> 00:29:25,930
think it’s going to be

933
00:29:25,930 –> 00:29:28,010
the 50% to 85% that

934
00:29:28,010 –> 00:29:29,420
most of the people have

935
00:29:29,420 –> 00:29:30,250
sent most of their agents

936
00:29:30,350 –> 00:29:31,940
home. Let’s see if I’m

937
00:29:31,940 –> 00:29:33,590
right. That’s kind of what

938
00:29:33,590 –> 00:29:35,160
I was thinking too. But so

939
00:29:35,160 –> 00:29:35,970
Josh, can we see the

940
00:29:35,970 –> 00:29:37,240
results maybe to see if

941
00:29:38,900 –> 00:29:40,730
we’re right. Oh, look at

942
00:29:40,730 –> 00:29:42,920
that. It’s very close, but

943
00:29:42,920 –> 00:29:45,140
in all of them is

944
00:29:45,850 –> 00:29:48,900
very high, which is a

945
00:29:48,900 –> 00:29:52,910
little bit surprising. Well, great.

946
00:29:52,910 –> 00:29:54,900
Thank you everybody for participating

947
00:29:54,900 –> 00:29:55,990
on this. So let’s just

948
00:29:55,990 –> 00:30:04,360
stay on… And maybe talk

949
00:30:04,360 –> 00:30:05,520
a little about, obviously everybody

950
00:30:05,520 –> 00:30:07,250
knows that they embrace it in the circumstances

951
00:30:07,390 –> 00:30:08,090
of this pandemic, as I

952
00:30:08,090 –> 00:30:10,190
said at the beginning, but how

953
00:30:10,190 –> 00:30:12,730
did eFinancial apply or really

954
00:30:12,730 –> 00:30:15,090
adapt the business continually plan

955
00:30:15,090 –> 00:30:16,710
to respond to this crisis?

956
00:30:18,050 –> 00:30:20,860
Yeah, so eFinancial like most

957
00:30:20,860 –> 00:30:22,130
businesses, we had a business

958
00:30:22,130 –> 00:30:24,080
continuity plan in place. But it

959
00:30:24,280 –> 00:30:25,440
was focused on our individual

960
00:30:25,440 –> 00:30:27,380
offices. As I mentioned before,

961
00:30:27,380 –> 00:30:28,350
we have call centers in

962
00:30:28,350 –> 00:30:29,900
three different States. So our

963
00:30:29,900 –> 00:30:31,470
plans were more focused on

964
00:30:31,470 –> 00:30:32,810
how to respond if one

965
00:30:32,810 –> 00:30:33,850
of those opposites had to

966
00:30:33,850 –> 00:30:35,350
close for a snow storm

967
00:30:35,350 –> 00:30:36,290
or a power outage or

968
00:30:36,290 –> 00:30:38,430
natural disaster. Or what happens

969
00:30:38,430 –> 00:30:39,130
at one of our data

970
00:30:39,130 –> 00:30:40,850
center goes down. I’ll be

971
00:30:40,850 –> 00:30:42,380
honest a full- scale work

972
00:30:42,380 –> 00:30:43,680
from home across all of

973
00:30:43,680 –> 00:30:45,140
our locations was never really

974
00:30:45,140 –> 00:30:47,730
part of the plan. Fortunately,

975
00:30:47,760 –> 00:30:49,050
we were already underway with

976
00:30:49,050 –> 00:30:50,570
a migration from pure connect

977
00:30:50,570 –> 00:30:52,450
on premises to Genesys cloud. And that was a

978
00:30:53,160 –> 00:30:54,370
strategic decision that we made

979
00:30:54,380 –> 00:30:56,130
last year to increase uptime

980
00:30:56,130 –> 00:30:57,260
and allow us to scale

981
00:30:57,260 –> 00:30:59,010
as a company. But we

982
00:30:59,010 –> 00:31:00,300
have that plan launch for

983
00:31:00,300 –> 00:31:02,360
April 30th to begin a

984
00:31:02,360 –> 00:31:03,950
phased approach versus a cut

985
00:31:03,950 –> 00:31:06,630
over launch. This was sped

986
00:31:06,630 –> 00:31:08,440
up due to COVID. And

987
00:31:08,440 –> 00:31:09,380
we actually had about three

988
00:31:09,380 –> 00:31:10,900
weeks to prepare and do a

989
00:31:10,900 –> 00:31:12,480
full cut order for 100%

990
00:31:12,500 –> 00:31:13,770
for a sales and operation

991
00:31:13,770 –> 00:31:17,720
staff. Which thankfully was largely

992
00:31:17,720 –> 00:31:19,760
successful. As far as business

993
00:31:19,760 –> 00:31:21,330
continuity, we now have passports

994
00:31:21,330 –> 00:31:22,260
in place and we’re going

995
00:31:22,260 –> 00:31:23,690
to revisit that plan and we’re going

996
00:31:24,020 –> 00:31:25,570
to update it to reflect

997
00:31:25,570 –> 00:31:27,700
the new remote workforce capabilities

998
00:31:27,700 –> 00:31:28,900
that we’ve discovered with Genesys

999
00:31:28,900 –> 00:31:32,450
cloud. Right. So that takes

1000
00:31:32,450 –> 00:31:34,510
me back to the point

1001
00:31:34,510 –> 00:31:36,820
that Sheila was making initially

1002
00:31:36,820 –> 00:31:38,360
on the war room or

1003
00:31:38,360 –> 00:31:40,560
the task force. So, Sheila,

1004
00:31:40,570 –> 00:31:41,430
can you elaborate a little

1005
00:31:41,430 –> 00:31:42,610
bit more on what you’ve

1006
00:31:42,610 –> 00:31:44,110
seen from companies like eFinancial

1007
00:31:45,540 –> 00:31:46,840
that has actually implemented a war

1008
00:31:46,840 –> 00:31:48,920
room work task force versus

1009
00:31:48,920 –> 00:31:50,130
others that maybe have delayed

1010
00:31:50,130 –> 00:31:52,870
those decisions. How has that impacted

1011
00:31:52,870 –> 00:31:54,110
their ability to respond or

1012
00:31:54,110 –> 00:31:55,730
be effective in terms of customer

1013
00:31:55,790 –> 00:31:57,320
support or customer experience in

1014
00:31:57,320 –> 00:32:04,530
your view? Sheila I think

1015
00:32:05,010 –> 00:32:05,890
you may be on mute

1016
00:32:05,890 –> 00:32:07,610
because I can’t hear you,

1017
00:32:07,650 –> 00:32:10,920
just making sure it’s not

1018
00:32:10,920 –> 00:32:13,800
just me. Thank you very

1019
00:32:13,800 –> 00:32:15,670
much, Barbara. It takes a

1020
00:32:15,670 –> 00:32:19,550
village. I would argue with

1021
00:32:19,550 –> 00:32:21,980
that smaller firms, smaller than

1022
00:32:21,980 –> 00:32:24,400
eFinancials, smaller than Mr Price

1023
00:32:25,340 –> 00:32:27,560
with tens of employees, instead

1024
00:32:27,560 –> 00:32:29,580
of hundreds of employees would

1025
00:32:29,610 –> 00:32:32,130
similarly benefit from a war

1026
00:32:32,130 –> 00:32:34,810
room approach. I’ve seen smaller

1027
00:32:34,810 –> 00:32:36,750
firms that are bringing together

1028
00:32:36,750 –> 00:32:39,660
senior management to make decisions

1029
00:32:39,660 –> 00:32:40,740
that are going to impact

1030
00:32:41,160 –> 00:32:44,220
every employee, every customer, and

1031
00:32:44,220 –> 00:32:45,890
often without the benefit of

1032
00:32:45,890 –> 00:32:47,700
that voice of the customer

1033
00:32:48,000 –> 00:32:49,270
that we hear that we

1034
00:32:49,270 –> 00:32:51,530
see coming in through the contact

1035
00:32:52,000 –> 00:32:53,400
center. So I think the

1036
00:32:53,400 –> 00:32:55,850
CEO’s and CFO’s of the world

1037
00:32:56,510 –> 00:32:58,030
who are making the final

1038
00:32:58,030 –> 00:33:01,070
decisions, obviously. But as Kraemer,

1039
00:33:01,070 –> 00:33:02,710
the professor at Kellogg pointed

1040
00:33:02,710 –> 00:33:04,280
out, I think the best

1041
00:33:04,280 –> 00:33:05,530
decisions would be made with

1042
00:33:05,530 –> 00:33:07,900
the best information. And sometimes

1043
00:33:07,900 –> 00:33:09,290
we in the contact center

1044
00:33:09,500 –> 00:33:12,180
as the conduit between executive

1045
00:33:12,180 –> 00:33:15,510
management and the customers could

1046
00:33:15,510 –> 00:33:17,070
be a useful part of

1047
00:33:17,350 –> 00:33:18,880
a war room approach, or

1048
00:33:18,880 –> 00:33:21,350
at least a task force

1049
00:33:21,480 –> 00:33:23,440
type approach, as opposed to

1050
00:33:23,440 –> 00:33:25,020
just a bunch of execs

1051
00:33:25,380 –> 00:33:28,260
making their decisions. Yeah. And

1052
00:33:29,540 –> 00:33:30,910
I’ll just make this comment

1053
00:33:30,910 –> 00:33:32,750
on the Genesys side. I got

1054
00:33:32,920 –> 00:33:34,590
to say similar to what

1055
00:33:34,800 –> 00:33:36,550
Paul was saying before. Genesys

1056
00:33:36,550 –> 00:33:39,140
implemented very quickly a taskforce

1057
00:33:39,390 –> 00:33:40,540
as well. So that was

1058
00:33:41,300 –> 00:33:42,420
an initiative from our CEO,

1059
00:33:42,420 –> 00:33:44,050
Tony Bates and his leadership

1060
00:33:44,520 –> 00:33:46,410
and with constant communication and

1061
00:33:46,430 –> 00:33:48,070
a lot of transparency and

1062
00:33:48,070 –> 00:33:49,280
very quickly shutting down our

1063
00:33:49,280 –> 00:33:50,340
offices and making sure that

1064
00:33:50,340 –> 00:33:51,550
everybody was okay and working

1065
00:33:51,550 –> 00:33:53,470
from home and staying safe.

1066
00:33:53,470 –> 00:33:53,950
And I got to say

1067
00:33:53,950 –> 00:33:55,210
that made a huge difference

1068
00:33:55,220 –> 00:33:56,280
in our preparedness and our

1069
00:33:56,280 –> 00:33:58,440
readiness to not only continue

1070
00:33:58,440 –> 00:33:59,560
our business, but also be

1071
00:33:59,560 –> 00:34:01,510
here for our customers, which is

1072
00:34:01,630 –> 00:34:04,410
really what our mission is.

1073
00:34:04,970 –> 00:34:07,290
So now Colin, let me

1074
00:34:07,290 –> 00:34:08,620
go back to you and this is actually interesting because

1075
00:34:08,620 –> 00:34:11,780
in the briefing that we had with you

1076
00:34:11,780 –> 00:34:13,530
before the webinar, you shared a

1077
00:34:13,530 –> 00:34:14,630
quote that I thought it

1078
00:34:14,780 –> 00:34:16,420
was fascinating. And you said,

1079
00:34:17,070 –> 00:34:18,770
who pushed digital transformation in

1080
00:34:18,770 –> 00:34:20,530
your company. Was is it the CEO,

1081
00:34:20,990 –> 00:34:23,370
the CIO, or COVID- 19?

1082
00:34:23,370 –> 00:34:25,280
And I actually thinks got

1083
00:34:25,280 –> 00:34:27,820
funny, but the companies traditionally

1084
00:34:28,330 –> 00:34:30,980
pursued digital transformation to create

1085
00:34:30,980 –> 00:34:32,550
efficiencies or increase revenue or

1086
00:34:32,550 –> 00:34:34,040
reduce churn, or even to

1087
00:34:34,040 –> 00:34:35,380
penetrate a new market segment

1088
00:34:35,380 –> 00:34:37,570
or establishing a competitive differentiation.

1089
00:34:38,080 –> 00:34:39,500
But now in this new

1090
00:34:39,500 –> 00:34:41,570
normal that we’re living is

1091
00:34:41,570 –> 00:34:43,950
business continually an additional critical

1092
00:34:43,950 –> 00:34:45,530
driver for digital transformation in

1093
00:34:45,530 –> 00:34:49,340
your opinion? Yes, absolutely. And

1094
00:34:49,490 –> 00:34:50,530
I’m so glad that Sheila

1095
00:34:50,530 –> 00:34:51,930
actually mentioned the voice of

1096
00:34:51,930 –> 00:34:53,090
the customer, because I think

1097
00:34:53,090 –> 00:34:55,550
that the digital transformation journey…

1098
00:34:55,780 –> 00:34:56,800
Look, first and foremost, you need

1099
00:34:56,800 –> 00:34:58,240
to be on one. Otherwise

1100
00:34:58,240 –> 00:34:59,010
you’re going to have trouble

1101
00:34:59,050 –> 00:35:00,890
in the short term. But

1102
00:35:00,890 –> 00:35:01,890
it’s starting to accelerate the

1103
00:35:01,890 –> 00:35:03,450
different type of conversation because I

1104
00:35:03,450 –> 00:35:05,280
think your roadmap was going

1105
00:35:05,280 –> 00:35:06,660
one direction. But now through

1106
00:35:06,660 –> 00:35:07,760
listening to voice of customer

1107
00:35:07,760 –> 00:35:09,720
and necessity you will be

1108
00:35:09,720 –> 00:35:11,460
changing that. So we’ll be looking a

1109
00:35:11,460 –> 00:35:13,330
lot more at stuff like

1110
00:35:13,400 –> 00:35:15,940
customer self- help stuff like

1111
00:35:15,940 –> 00:35:17,150
where your Genesys platform can

1112
00:35:17,150 –> 00:35:18,560
bring all communications types into

1113
00:35:18,560 –> 00:35:19,810
one space where we can

1114
00:35:19,810 –> 00:35:20,630
actually make sense of that

1115
00:35:20,630 –> 00:35:22,620
data and actually start delivering

1116
00:35:22,620 –> 00:35:23,860
on what customers want. Because

1117
00:35:23,860 –> 00:35:25,190
I think if you had

1118
00:35:25,190 –> 00:35:26,120
a tough market that you’re

1119
00:35:26,120 –> 00:35:27,880
in before, it’s going to get even tougher

1120
00:35:27,880 –> 00:35:28,920
now, as people feel this

1121
00:35:28,920 –> 00:35:31,040
economic push. So yes, absolutely

1122
00:35:31,290 –> 00:35:32,130
it will accelerate. But I

1123
00:35:32,130 –> 00:35:33,290
think that if we clever

1124
00:35:33,430 –> 00:35:34,300
and we manage that data

1125
00:35:34,300 –> 00:35:36,330
properly, we’ll be accelerating the

1126
00:35:36,330 –> 00:35:37,470
right things in the digital

1127
00:35:37,500 –> 00:35:40,950
space. Right. So Sheila I

1128
00:35:41,190 –> 00:35:41,950
wanted to go back to

1129
00:35:41,950 –> 00:35:44,180
that slide that you had

1130
00:35:44,180 –> 00:35:46,070
with a study that talks

1131
00:35:46,070 –> 00:35:48,370
about… You highlighted digital transformation

1132
00:35:48,370 –> 00:35:49,170
as one of the top

1133
00:35:49,500 –> 00:35:51,690
technology priorities for CX, but

1134
00:35:51,720 –> 00:35:53,980
also and I like how you

1135
00:35:53,980 –> 00:35:57,280
highlighted personalization of services and

1136
00:35:57,280 –> 00:35:58,970
cloud solutions. So do you

1137
00:35:58,970 –> 00:36:00,410
see a critical connection between

1138
00:36:00,410 –> 00:36:02,090
the cloud, as an enabler

1139
00:36:02,090 –> 00:36:03,780
to provide agility and flexibility

1140
00:36:04,070 –> 00:36:05,240
for companies to implement new

1141
00:36:05,380 –> 00:36:07,500
digital channels and deliver personalized

1142
00:36:07,500 –> 00:36:10,960
experiences? So it’s interesting just

1143
00:36:10,960 –> 00:36:13,220
today and probably later today,

1144
00:36:13,540 –> 00:36:14,600
a new article that I

1145
00:36:14,600 –> 00:36:15,800
wrote for No Jitter is

1146
00:36:15,800 –> 00:36:17,530
going to post, and it’s

1147
00:36:17,570 –> 00:36:21,040
called Google Contact Center AI

1148
00:36:21,710 –> 00:36:24,230
Tackles the Unemployment Problem in

1149
00:36:24,230 –> 00:36:26,490
the United States. So here

1150
00:36:26,490 –> 00:36:28,840
in the United States, state

1151
00:36:28,990 –> 00:36:30,710
websites have been going down

1152
00:36:30,710 –> 00:36:31,970
because of so much traffic.

1153
00:36:32,850 –> 00:36:35,520
State contact centers are blocking

1154
00:36:35,520 –> 00:36:36,970
calls because they just don’t

1155
00:36:36,970 –> 00:36:39,070
even have enough circuits. Right.

1156
00:36:39,900 –> 00:36:40,670
So one of the things

1157
00:36:40,670 –> 00:36:42,840
that Google working with some

1158
00:36:42,840 –> 00:36:44,340
of their partners like Genesys

1159
00:36:44,710 –> 00:36:46,120
has been doing is helping

1160
00:36:46,120 –> 00:36:49,490
the States bring on some

1161
00:36:49,490 –> 00:36:52,300
early box onto the websites.

1162
00:36:52,640 –> 00:36:55,040
Okay. So the websites are

1163
00:36:55,040 –> 00:36:56,880
clearly cloud driven because the

1164
00:36:56,880 –> 00:36:58,370
web is based on the internet.

1165
00:36:59,290 –> 00:37:00,810
And for these States and

1166
00:37:00,810 –> 00:37:03,240
it includes Illinois, New York

1167
00:37:03,350 –> 00:37:05,300
and Oklahoma. They’ve been able

1168
00:37:05,300 –> 00:37:09,270
to quickly get box up

1169
00:37:09,270 –> 00:37:10,300
and running on the website

1170
00:37:10,950 –> 00:37:12,480
to try to deflect some

1171
00:37:12,480 –> 00:37:14,130
of the simple questions so

1172
00:37:14,130 –> 00:37:15,780
that the more difficult questions

1173
00:37:15,780 –> 00:37:17,160
can go to the agents

1174
00:37:17,410 –> 00:37:19,040
and the agents aren’t overwhelmed

1175
00:37:20,750 –> 00:37:21,890
with simple questions that could

1176
00:37:21,890 –> 00:37:23,190
be answered in other ways.

1177
00:37:23,930 –> 00:37:24,740
But one of the points

1178
00:37:24,740 –> 00:37:26,440
that was made by Antony

1179
00:37:26,440 –> 00:37:28,170
Passemard, from Google when he

1180
00:37:28,170 –> 00:37:29,990
and I spoke was that

1181
00:37:30,980 –> 00:37:32,690
initially they could do web

1182
00:37:32,690 –> 00:37:34,500
because some of these contact

1183
00:37:34,500 –> 00:37:35,860
centers in the States are

1184
00:37:35,860 –> 00:37:37,850
not cloud- based, right. And

1185
00:37:37,850 –> 00:37:39,640
so it’s not easy to

1186
00:37:39,640 –> 00:37:42,100
connect what’s happening on the

1187
00:37:42,100 –> 00:37:45,150
web to an agent. So

1188
00:37:45,150 –> 00:37:46,480
what if somebody is in

1189
00:37:46,480 –> 00:37:48,040
that bot and needs to

1190
00:37:48,040 –> 00:37:49,590
connect to a voice agent?

1191
00:37:49,920 –> 00:37:51,130
Well, in the short term,

1192
00:37:51,340 –> 00:37:52,630
they’re not necessarily able to

1193
00:37:52,630 –> 00:37:54,410
do that, right. And the short

1194
00:37:54,410 –> 00:37:56,310
term, they’re only able to

1195
00:37:56,310 –> 00:37:57,290
do the web based and

1196
00:37:57,290 –> 00:38:00,560
then say call. But imagine

1197
00:38:00,560 –> 00:38:02,160
a company that had already

1198
00:38:02,160 –> 00:38:03,630
moved to the cloud, right.

1199
00:38:03,840 –> 00:38:04,760
They would be able to

1200
00:38:04,760 –> 00:38:07,530
make that connection between artificial

1201
00:38:07,530 –> 00:38:10,390
intelligence bots and voice connections

1202
00:38:10,580 –> 00:38:12,920
much more easily. So there’s

1203
00:38:12,920 –> 00:38:14,990
this notion that we need

1204
00:38:14,990 –> 00:38:17,130
more digital services. Some of

1205
00:38:17,130 –> 00:38:20,380
those we can supply, even

1206
00:38:20,380 –> 00:38:22,080
if the contact center is not

1207
00:38:22,150 –> 00:38:23,840
in the cloud yet, but

1208
00:38:23,840 –> 00:38:25,370
the vision should be to

1209
00:38:27,080 –> 00:38:27,790
the point that was made

1210
00:38:27,790 –> 00:38:28,970
earlier by Paul and Colin.

1211
00:38:29,540 –> 00:38:30,390
How do we get these

1212
00:38:30,390 –> 00:38:32,220
all working together? And the

1213
00:38:32,220 –> 00:38:33,420
way to do that is

1214
00:38:33,420 –> 00:38:34,080
for them all to be

1215
00:38:34,080 –> 00:38:35,110
in the cloud and able

1216
00:38:35,230 –> 00:38:37,930
share information and data on

1217
00:38:37,930 –> 00:38:40,880
a cloud basis. That is

1218
00:38:40,880 –> 00:38:41,970
such a great point. It

1219
00:38:41,970 –> 00:38:43,020
was just yesterday I was

1220
00:38:43,020 –> 00:38:44,210
having a conversation with one

1221
00:38:44,210 –> 00:38:45,950
of my colleagues in business

1222
00:38:45,950 –> 00:38:47,790
consulting, and we were talking

1223
00:38:47,790 –> 00:38:49,670
about how we may have

1224
00:38:49,670 –> 00:38:52,570
a preconceived perception that, but

1225
00:38:53,060 –> 00:38:54,930
go against empathy. But in

1226
00:38:55,340 –> 00:38:56,230
the context of what we’re

1227
00:38:56,230 –> 00:38:57,930
living today as a consumer,

1228
00:38:58,210 –> 00:38:59,370
you want an answer, right?

1229
00:38:59,370 –> 00:39:01,500
So perhaps the most empathetic

1230
00:39:01,500 –> 00:39:03,260
way to really be there

1231
00:39:03,260 –> 00:39:04,650
for your customers could be

1232
00:39:04,690 –> 00:39:06,290
through a bot that it’s

1233
00:39:06,290 –> 00:39:07,780
actually providing you the answer

1234
00:39:07,780 –> 00:39:08,750
that you’re looking for, and you don’t

1235
00:39:08,750 –> 00:39:09,880
need to wait for an agent to be

1236
00:39:09,880 –> 00:39:12,040
available. Right. And so to your

1237
00:39:12,040 –> 00:39:13,390
point, the cloud is actually

1238
00:39:13,390 –> 00:39:15,550
what’s enabling the agility that

1239
00:39:15,550 –> 00:39:16,920
companies may have to work

1240
00:39:16,920 –> 00:39:19,080
with Google. And us or

1241
00:39:19,090 –> 00:39:20,250
others, but just to make

1242
00:39:20,250 –> 00:39:21,400
sure that you have that

1243
00:39:21,400 –> 00:39:23,190
ability to quickly adapt the

1244
00:39:23,190 –> 00:39:25,140
bot to whatever the priorities are

1245
00:39:25,140 –> 00:39:26,860
for your customer. So I

1246
00:39:26,860 –> 00:39:30,830
think that that is so fantastic. Now Paul,

1247
00:39:31,150 –> 00:39:32,080
I would like to now

1248
00:39:32,080 –> 00:39:33,970
switch gears back to the

1249
00:39:33,970 –> 00:39:35,400
impact on the workforce, right?

1250
00:39:35,400 –> 00:39:36,500
It is very important that we

1251
00:39:36,500 –> 00:39:38,260
talk about since we’re talking about empathy

1252
00:39:38,560 –> 00:39:40,870
that we talk about our employees. So

1253
00:39:40,870 –> 00:39:42,590
the question for you has

1254
00:39:42,590 –> 00:39:43,930
this crisis and the fact

1255
00:39:43,930 –> 00:39:45,830
that your agents are working

1256
00:39:45,830 –> 00:39:47,240
from home, have been working

1257
00:39:47,240 –> 00:39:47,990
from home now for a

1258
00:39:47,990 –> 00:39:50,680
while. Has that affected the

1259
00:39:50,680 –> 00:39:52,160
productivity in your contact centers?

1260
00:39:54,280 –> 00:39:55,580
Well, anytime that you have

1261
00:39:55,580 –> 00:39:57,150
an accelerated launch of a

1262
00:39:57,150 –> 00:39:59,420
major new technology platform, you’re

1263
00:39:59,420 –> 00:40:00,880
going to experience some bumps.

1264
00:40:01,800 –> 00:40:03,320
Initially our biggest issue was

1265
00:40:03,320 –> 00:40:05,010
the database issue. All our

1266
00:40:05,010 –> 00:40:06,570
operational reporting was built around

1267
00:40:06,570 –> 00:40:08,070
the on premise system. So

1268
00:40:08,070 –> 00:40:09,040
when the cut over happened

1269
00:40:09,040 –> 00:40:10,550
that produced some data blindness

1270
00:40:10,550 –> 00:40:11,500
that we had to work

1271
00:40:11,500 –> 00:40:13,520
very quickly to resolve. Now,

1272
00:40:13,520 –> 00:40:15,540
from a production standpoint, we

1273
00:40:15,700 –> 00:40:17,050
initially saw about a seven

1274
00:40:17,050 –> 00:40:18,700
day period in which production

1275
00:40:18,700 –> 00:40:20,270
levels were soft as agents

1276
00:40:20,270 –> 00:40:21,760
adjusted to the new platform

1277
00:40:21,760 –> 00:40:24,070
and working environment. However, we

1278
00:40:24,070 –> 00:40:26,360
rebounded very well. One thing

1279
00:40:26,360 –> 00:40:28,140
we noticed was greater availability

1280
00:40:28,140 –> 00:40:29,610
of agents working from home and

1281
00:40:29,840 –> 00:40:31,250
no commute. And if anyone’s

1282
00:40:31,250 –> 00:40:32,440
familiar with the Seattle area

1283
00:40:32,440 –> 00:40:34,390
or the 405 that community

1284
00:40:34,590 –> 00:40:35,650
means at least an hour

1285
00:40:35,650 –> 00:40:37,420
or two each way. It

1286
00:40:37,420 –> 00:40:39,260
also meant ease of breaks,

1287
00:40:39,260 –> 00:40:40,970
the ability to be constantly

1288
00:40:40,970 –> 00:40:42,250
engaged. So we are actually

1289
00:40:42,250 –> 00:40:43,820
seeing the number of hours

1290
00:40:43,820 –> 00:40:46,300
agents spend on cue increase

1291
00:40:46,440 –> 00:40:47,300
compared to what we saw

1292
00:40:47,300 –> 00:40:49,240
in the office. So this increased

1293
00:40:49,680 –> 00:40:51,200
availability coupled with the heightened

1294
00:40:51,200 –> 00:40:53,390
demand for life insurance as

1295
00:40:53,390 –> 00:40:55,170
well as our unique position

1296
00:40:55,170 –> 00:40:56,420
in the market means that

1297
00:40:56,770 –> 00:40:58,210
April’s actually turned into one of

1298
00:40:58,210 –> 00:40:59,530
our strongest sales months in

1299
00:40:59,530 –> 00:41:04,910
recent history. Wow. We’ve heard

1300
00:41:04,910 –> 00:41:06,770
that from multiple organizations, that

1301
00:41:07,120 –> 00:41:09,570
productivity is actually just going

1302
00:41:09,570 –> 00:41:10,970
up consistently. And I was

1303
00:41:11,080 –> 00:41:11,470
just going to say, it’s

1304
00:41:11,470 –> 00:41:14,040
funny that you said the 405 and the commute

1305
00:41:14,040 –> 00:41:15,430
because I’m in the 305, which

1306
00:41:15,430 –> 00:41:17,830
is Miami. And I would like to

1307
00:41:17,830 –> 00:41:18,750
say to the community out

1308
00:41:18,850 –> 00:41:19,670
here, down here in Miami

1309
00:41:19,670 –> 00:41:20,920
is probably a lot worse,

1310
00:41:20,920 –> 00:41:22,030
although right now it’s been

1311
00:41:22,470 –> 00:41:24,610
pretty good. But now let

1312
00:41:24,610 –> 00:41:25,640
me ask you on the

1313
00:41:25,640 –> 00:41:27,500
flip side though. Sheila talked

1314
00:41:27,500 –> 00:41:29,490
about the strategies that organizations

1315
00:41:29,490 –> 00:41:31,270
are taking to optimize the

1316
00:41:31,270 –> 00:41:33,830
workplace environment in the current situation and

1317
00:41:33,830 –> 00:41:35,840
into the future. And she

1318
00:41:35,840 –> 00:41:37,510
also highlighted some things that

1319
00:41:37,510 –> 00:41:38,990
are really, really critical right

1320
00:41:38,990 –> 00:41:40,610
now. Things like mental and

1321
00:41:40,960 –> 00:41:43,770
physical health, activity programs. So

1322
00:41:43,770 –> 00:41:45,140
what’s the impact that your

1323
00:41:45,140 –> 00:41:46,110
company has seen in your

1324
00:41:46,110 –> 00:41:48,150
employees from that perspective, particularly

1325
00:41:48,150 –> 00:41:49,910
agents, obviously agents and supervisors

1326
00:41:50,310 –> 00:41:52,030
in terms of wellness and what are some of the

1327
00:41:52,030 –> 00:41:54,500
actions that your organization is taking

1328
00:41:54,500 –> 00:41:56,580
or is considering in terms

1329
00:41:56,580 –> 00:42:00,740
of wellness? I really appreciate

1330
00:42:00,740 –> 00:42:01,850
Sheila speaking about that and

1331
00:42:01,850 –> 00:42:03,230
bringing it up because I

1332
00:42:03,230 –> 00:42:04,160
see this as a valid

1333
00:42:04,160 –> 00:42:06,580
concern. I was discussing with

1334
00:42:06,580 –> 00:42:07,520
some of my colleagues at

1335
00:42:07,520 –> 00:42:08,710
other companies just the other

1336
00:42:08,710 –> 00:42:10,500
day. And as a whole,

1337
00:42:10,700 –> 00:42:12,200
we are seeing increases in

1338
00:42:12,200 –> 00:42:14,040
potential burnout and depression due

1339
00:42:14,040 –> 00:42:15,450
to this blurred line between

1340
00:42:15,450 –> 00:42:17,900
work and home. So as

1341
00:42:17,900 –> 00:42:19,470
a leadership team at eFinancial,

1342
00:42:19,920 –> 00:42:21,050
we’re getting ahead of this,

1343
00:42:21,340 –> 00:42:22,470
both our CEO and our

1344
00:42:22,470 –> 00:42:24,070
president have touched on this

1345
00:42:24,070 –> 00:42:25,450
in their company wide messaging.

1346
00:42:25,800 –> 00:42:26,930
And we’re talking with our

1347
00:42:26,930 –> 00:42:28,110
managers to ensure that they’re

1348
00:42:28,110 –> 00:42:29,140
looking out for the signs

1349
00:42:29,140 –> 00:42:31,230
of stress that’s present or

1350
00:42:31,230 –> 00:42:32,320
could be present in their

1351
00:42:32,600 –> 00:42:34,740
employees. eFinancial is also a

1352
00:42:34,740 –> 00:42:36,210
really big believer in promoting

1353
00:42:36,400 –> 00:42:37,950
company culture and making a

1354
00:42:37,950 –> 00:42:39,480
positive work environment. And we

1355
00:42:39,480 –> 00:42:41,520
decided that working from is not going to

1356
00:42:41,520 –> 00:42:43,170
change that. Just last week

1357
00:42:43,170 –> 00:42:44,600
our eFly squad, that’s our

1358
00:42:44,600 –> 00:42:46,050
culture team. They put together

1359
00:42:46,050 –> 00:42:47,330
a company wide scavenger hunt

1360
00:42:47,370 –> 00:42:49,100
designed to increase employee face

1361
00:42:49,100 –> 00:42:51,120
to face communication over in one environment.

1362
00:42:51,150 –> 00:42:53,290
And that was very successful

1363
00:42:53,290 –> 00:42:56,400
as well. Yeah. Sheila anything

1364
00:42:56,640 –> 00:42:57,930
that you would like to add on that topic?

1365
00:42:57,930 –> 00:42:58,750
I know that you’re very

1366
00:42:58,750 –> 00:42:59,810
passionate about this and you

1367
00:42:59,810 –> 00:43:00,470
brought it up for a

1368
00:43:00,470 –> 00:43:02,410
reason, so any additional thoughts

1369
00:43:02,410 –> 00:43:04,880
on that? Yeah, the one

1370
00:43:04,920 –> 00:43:06,270
additional thing that I think

1371
00:43:06,270 –> 00:43:07,970
is important for agents in

1372
00:43:07,970 –> 00:43:09,640
this situation, and it also helps

1373
00:43:09,640 –> 00:43:12,140
customers is to re- look

1374
00:43:12,140 –> 00:43:14,450
at the empowerment of agents,

1375
00:43:14,850 –> 00:43:16,430
and what they’re enabled to

1376
00:43:16,430 –> 00:43:18,300
do. So when you’re sitting

1377
00:43:18,300 –> 00:43:19,770
in an office, you can

1378
00:43:19,770 –> 00:43:21,420
go to a supervisor, you

1379
00:43:21,420 –> 00:43:22,660
can put a call on

1380
00:43:22,660 –> 00:43:23,640
hold and try and get

1381
00:43:23,640 –> 00:43:25,860
a supervisor. It’s not as

1382
00:43:25,860 –> 00:43:27,010
easy to do that when

1383
00:43:27,010 –> 00:43:28,830
you’re working from home. So

1384
00:43:29,010 –> 00:43:31,980
if there are levels like

1385
00:43:31,980 –> 00:43:35,620
in a financial situation where

1386
00:43:35,930 –> 00:43:37,120
agents are empowered to go

1387
00:43:37,120 –> 00:43:37,960
to a certain level and

1388
00:43:37,960 –> 00:43:39,650
not beyond, maybe this is

1389
00:43:39,650 –> 00:43:40,900
a time to re- look

1390
00:43:40,900 –> 00:43:42,840
at those levels. If there

1391
00:43:42,840 –> 00:43:45,880
are the types of refunds

1392
00:43:46,100 –> 00:43:49,120
that are possible we may

1393
00:43:49,120 –> 00:43:49,970
want to re- look at

1394
00:43:49,970 –> 00:43:51,410
the level that an agent

1395
00:43:51,410 –> 00:43:53,330
is empowered to do that

1396
00:43:53,560 –> 00:43:55,660
because our customers are looking

1397
00:43:55,660 –> 00:43:58,010
for more empathy. Our agents

1398
00:43:58,010 –> 00:44:00,410
don’t have the physical support

1399
00:44:00,410 –> 00:44:01,340
they’ve had in the past.

1400
00:44:01,430 –> 00:44:03,270
And I think it’s another area where

1401
00:44:03,370 –> 00:44:05,310
we can make things smoother

1402
00:44:05,530 –> 00:44:07,130
by re- looking at our

1403
00:44:07,230 –> 00:44:11,210
guidelines. Yeah. Now, since we’re

1404
00:44:11,210 –> 00:44:13,270
on this topic and thinking

1405
00:44:13,270 –> 00:44:15,250
also about the new normal

1406
00:44:15,290 –> 00:44:17,920
and what are the next

1407
00:44:17,920 –> 00:44:20,310
steps, what’s next. Paul let

1408
00:44:20,310 –> 00:44:21,130
me just go back to

1409
00:44:21,130 –> 00:44:22,300
your first on this one.

1410
00:44:23,630 –> 00:44:24,970
So I know that you and

1411
00:44:25,270 –> 00:44:26,560
your organization are working on

1412
00:44:26,560 –> 00:44:28,300
a back to work plan.

1413
00:44:28,620 –> 00:44:29,530
Would you share with us

1414
00:44:29,590 –> 00:44:31,350
what that looks like? And

1415
00:44:31,350 –> 00:44:32,230
I also understand that you

1416
00:44:32,230 –> 00:44:33,660
were even considering implementing a

1417
00:44:33,660 –> 00:44:35,790
permanent working from home program

1418
00:44:35,790 –> 00:44:36,910
for some of your agents. If this

1419
00:44:37,530 –> 00:44:39,000
is correct would you share

1420
00:44:39,000 –> 00:44:39,610
a little bit more with

1421
00:44:39,610 –> 00:44:41,970
us on that? This is

1422
00:44:41,970 –> 00:44:44,370
correct. We are happily in

1423
00:44:44,370 –> 00:44:45,580
the process of creating our

1424
00:44:45,580 –> 00:44:46,820
back to work plans. That’s

1425
00:44:47,010 –> 00:44:48,530
an exciting period for us

1426
00:44:48,530 –> 00:44:50,210
right now, and we’re exploring

1427
00:44:50,210 –> 00:44:51,400
a lot of different options

1428
00:44:51,400 –> 00:44:52,530
such as what’s it look

1429
00:44:52,530 –> 00:44:54,120
like to have full or half

1430
00:44:54,120 –> 00:44:57,730
remote offers? What about flexible hours

1431
00:44:58,010 –> 00:44:59,530
depending on role and tenure?

1432
00:44:59,970 –> 00:45:01,180
One silver lining to this

1433
00:45:01,180 –> 00:45:02,630
crisis is that we’ve learned

1434
00:45:02,630 –> 00:45:04,480
that offering greater flexibility won’t

1435
00:45:04,480 –> 00:45:06,620
necessarily detract from our productivity.

1436
00:45:07,040 –> 00:45:08,250
And this can, and probably

1437
00:45:08,250 –> 00:45:09,300
will become a factor in

1438
00:45:09,300 –> 00:45:11,510
our recruiting efforts nationwide. It

1439
00:45:11,510 –> 00:45:12,610
allows us to become more

1440
00:45:12,610 –> 00:45:14,970
geographically agnostic for our agents,

1441
00:45:14,970 –> 00:45:16,330
for our operations staff, for

1442
00:45:16,330 –> 00:45:18,240
everybody, because we now know

1443
00:45:18,240 –> 00:45:19,350
that we have the capability to work

1444
00:45:19,900 –> 00:45:23,020
and produce from home. That’s

1445
00:45:23,020 –> 00:45:24,660
a great point. And I think, like I said,

1446
00:45:24,660 –> 00:45:26,630
we’re seeing this across the board, so

1447
00:45:26,630 –> 00:45:27,820
I would totally agree that

1448
00:45:27,970 –> 00:45:29,240
this is something that, to

1449
00:45:29,240 –> 00:45:30,360
your point that we thought

1450
00:45:30,360 –> 00:45:32,340
the productivity could be affected,

1451
00:45:32,340 –> 00:45:34,000
but reality is that it

1452
00:45:34,380 –> 00:45:36,570
is the opposite. Now Colin,

1453
00:45:37,190 –> 00:45:38,120
I wanted to also go

1454
00:45:38,120 –> 00:45:39,800
back to the perspective of

1455
00:45:39,800 –> 00:45:40,980
the business per se, right?

1456
00:45:40,980 –> 00:45:42,330
So you’re in the retail

1457
00:45:42,330 –> 00:45:44,010
industry and we know that

1458
00:45:44,010 –> 00:45:46,140
eCommerce before this whole thing

1459
00:45:46,140 –> 00:45:47,690
happened eCommerce was already in

1460
00:45:47,690 –> 00:45:50,330
the path forward for the

1461
00:45:50,330 –> 00:45:51,520
retail industry. Right? And it’s

1462
00:45:51,520 –> 00:45:52,620
rapidly increasing. And I think

1463
00:45:52,800 –> 00:45:54,600
that obviously this is across

1464
00:45:54,610 –> 00:45:56,130
the globe. But in this new

1465
00:45:56,130 –> 00:45:59,230
normal from your perspective, is

1466
00:45:59,230 –> 00:46:03,710
eCommerce becoming essential? What are

1467
00:46:03,710 –> 00:46:04,850
the key elements that will

1468
00:46:04,850 –> 00:46:06,720
be absolutely critical in succeeding

1469
00:46:06,720 –> 00:46:08,100
and even surviving in the

1470
00:46:08,100 –> 00:46:11,620
eCommerce world? Yeah, absolutely. I

1471
00:46:11,620 –> 00:46:13,430
think that eCommerce has been

1472
00:46:13,430 –> 00:46:14,410
around for quite some time,

1473
00:46:14,410 –> 00:46:15,570
but in the new normal,

1474
00:46:15,570 –> 00:46:16,390
you’re going to have a

1475
00:46:16,390 –> 00:46:17,510
new normal of eCommerce as

1476
00:46:17,510 –> 00:46:19,060
well. You’re going to have

1477
00:46:19,060 –> 00:46:19,870
to be stepping up your

1478
00:46:19,870 –> 00:46:20,750
service levels. You’re going to

1479
00:46:20,750 –> 00:46:21,980
be having to step up

1480
00:46:21,980 –> 00:46:23,090
your context. And I think

1481
00:46:23,090 –> 00:46:23,900
we keep coming back to

1482
00:46:23,900 –> 00:46:26,920
this the consumer who’s going

1483
00:46:26,920 –> 00:46:27,960
to be a scarce commodity

1484
00:46:27,960 –> 00:46:29,420
because of the economic climate.

1485
00:46:29,830 –> 00:46:30,940
And they’re going to want you to

1486
00:46:30,940 –> 00:46:32,260
have context, and then we’re going to want you

1487
00:46:32,260 –> 00:46:33,470
to understand who they are and what

1488
00:46:33,470 –> 00:46:34,560
they need to do or where

1489
00:46:35,390 –> 00:46:36,210
they need to be. So

1490
00:46:36,640 –> 00:46:38,580
we will be accelerating conversations

1491
00:46:38,580 –> 00:46:40,190
with Genesys around things like

1492
00:46:40,200 –> 00:46:43,280
Altocloud. And funny that we

1493
00:46:43,280 –> 00:46:44,160
were talking about bot as

1494
00:46:44,160 –> 00:46:45,230
well. So just making sure

1495
00:46:45,230 –> 00:46:46,610
that a bot is not

1496
00:46:46,610 –> 00:46:47,770
just about call deflection, but

1497
00:46:47,770 –> 00:46:49,350
it’s also about being able

1498
00:46:49,350 –> 00:46:50,270
to give context to an

1499
00:46:50,270 –> 00:46:51,380
agents as to what the

1500
00:46:51,380 –> 00:46:52,770
customer journey is from an

1501
00:46:52,770 –> 00:46:55,130
eCommerce perspective. And then I

1502
00:46:55,130 –> 00:46:56,530
think more from the brick

1503
00:46:56,530 –> 00:46:58,530
and mortar perspective especially being

1504
00:46:58,530 –> 00:47:00,610
in fashion, retail, eCommerce and

1505
00:47:00,610 –> 00:47:02,650
the click and collect scenario,

1506
00:47:02,650 –> 00:47:04,480
especially with fashion. People will

1507
00:47:04,480 –> 00:47:05,330
want to come back and

1508
00:47:05,610 –> 00:47:06,720
come into store to collect,

1509
00:47:07,130 –> 00:47:08,620
to try on garments and

1510
00:47:08,620 –> 00:47:09,210
to have a touch and

1511
00:47:09,210 –> 00:47:12,110
feel of these things. So the

1512
00:47:12,110 –> 00:47:13,530
last mile of the eCommerce journey

1513
00:47:13,650 –> 00:47:14,700
is also quite important to

1514
00:47:14,700 –> 00:47:16,300
us where potentially there’ll be

1515
00:47:16,300 –> 00:47:17,900
paying in store. Maybe they

1516
00:47:17,900 –> 00:47:18,850
don’t want to be parting

1517
00:47:18,850 –> 00:47:20,430
away with cash anymore. They

1518
00:47:20,430 –> 00:47:22,240
might want to contact as payment methods

1519
00:47:22,480 –> 00:47:23,470
such as Apple Pay or

1520
00:47:23,520 –> 00:47:25,310
Samsung Pay or QR codes.

1521
00:47:25,940 –> 00:47:27,340
So the entire ecosystem around

1522
00:47:27,340 –> 00:47:29,330
eCommerce is going to shift,

1523
00:47:29,330 –> 00:47:30,870
but I do think that the fundamental

1524
00:47:30,870 –> 00:47:32,740
thread will be using things

1525
00:47:32,740 –> 00:47:34,300
like Altocloud to give you customer

1526
00:47:34,300 –> 00:47:35,410
context and help you drive

1527
00:47:35,410 –> 00:47:40,030
their sales numbers. Right. I

1528
00:47:40,030 –> 00:47:44,620
think what this tells us is that again, Sheila made this comment

1529
00:47:44,620 –> 00:47:46,340
at the very beginning. The new

1530
00:47:46,340 –> 00:47:48,240
normal based on what the

1531
00:47:48,240 –> 00:47:49,340
experience that we’re going through

1532
00:47:49,340 –> 00:47:50,630
right now, as challenging as

1533
00:47:50,630 –> 00:47:51,670
it is, is also making us see things

1534
00:47:52,390 –> 00:47:53,450
in a very different way.

1535
00:47:53,450 –> 00:47:55,400
So, Sheila, I’m going to ask

1536
00:47:55,400 –> 00:47:56,730
you the million dollar question,

1537
00:47:56,950 –> 00:47:59,670
right. How will contact centers

1538
00:47:59,780 –> 00:48:01,760
become more essential in this

1539
00:48:02,010 –> 00:48:03,830
new normal from your perspective?

1540
00:48:05,200 –> 00:48:07,620
So if you would bring

1541
00:48:07,620 –> 00:48:10,810
up my last slide. No,

1542
00:48:11,220 –> 00:48:12,480
we’ll bring that up in

1543
00:48:12,480 –> 00:48:14,280
a second. Nevermind. Okay. So

1544
00:48:14,280 –> 00:48:15,370
new normal, what does it

1545
00:48:15,370 –> 00:48:16,640
look like? And I’d like

1546
00:48:16,640 –> 00:48:17,660
to talk about it from

1547
00:48:17,660 –> 00:48:19,460
two perspectives. Let’s first talk about

1548
00:48:19,670 –> 00:48:21,540
the agent perspective and Colin

1549
00:48:21,540 –> 00:48:23,380
and Paul have already started

1550
00:48:23,480 –> 00:48:25,660
talking about this. But I

1551
00:48:25,660 –> 00:48:27,560
think it goes even further

1552
00:48:27,560 –> 00:48:28,370
than we’re going to be

1553
00:48:28,370 –> 00:48:29,860
able to have more work

1554
00:48:29,860 –> 00:48:31,280
from home agents because we

1555
00:48:31,390 –> 00:48:33,260
proved the case now, right?

1556
00:48:33,550 –> 00:48:34,970
The technology has always been there

1557
00:48:34,970 –> 00:48:36,430
to do it, but there’s been

1558
00:48:36,450 –> 00:48:38,700
some reticence on the part

1559
00:48:38,700 –> 00:48:40,920
of companies sometimes. I think

1560
00:48:40,920 –> 00:48:42,370
it also now begins to

1561
00:48:42,370 –> 00:48:45,440
impact our hiring guidelines in

1562
00:48:45,440 –> 00:48:47,260
a positive way. So one

1563
00:48:47,260 –> 00:48:48,040
of the things we’ll look

1564
00:48:48,040 –> 00:48:50,040
for is someone who does

1565
00:48:50,040 –> 00:48:51,410
have an environment at home

1566
00:48:51,550 –> 00:48:52,830
that will allow them to

1567
00:48:52,830 –> 00:48:55,670
work from home. We also

1568
00:48:55,670 –> 00:48:57,110
want to be able to

1569
00:48:57,750 –> 00:49:00,060
now give much more flexible

1570
00:49:00,060 –> 00:49:01,630
schedules than perhaps we were

1571
00:49:01,630 –> 00:49:02,810
able to offer in the

1572
00:49:02,810 –> 00:49:04,270
past. So it could be

1573
00:49:04,270 –> 00:49:05,430
that somebody wanted to work

1574
00:49:05,430 –> 00:49:07,140
for you, but they couldn’t

1575
00:49:07,140 –> 00:49:09,160
work 9: 00 to 5:

1576
00:49:09,160 –> 00:49:11,610
00 or the 2:00 to 10: 00

1577
00:49:11,610 –> 00:49:13,480
shifts that you wanted. And

1578
00:49:13,480 –> 00:49:14,830
now if you enable that

1579
00:49:14,830 –> 00:49:15,820
as a work from home,

1580
00:49:15,960 –> 00:49:17,860
suddenly it opens up the

1581
00:49:17,860 –> 00:49:19,500
possibilities to a workforce that

1582
00:49:19,500 –> 00:49:20,370
may not have been able

1583
00:49:20,370 –> 00:49:21,150
to work with you in

1584
00:49:21,150 –> 00:49:22,760
the past. Right? So I

1585
00:49:22,760 –> 00:49:24,890
think this is a very positive

1586
00:49:24,890 –> 00:49:27,500
changes for agents and for

1587
00:49:27,620 –> 00:49:30,410
retention of workforce and finding

1588
00:49:30,440 –> 00:49:32,260
new talent that come out

1589
00:49:32,300 –> 00:49:34,100
of this and that become

1590
00:49:34,260 –> 00:49:37,330
the new normal. And then

1591
00:49:37,900 –> 00:49:40,200
Colin and Paul both mentioned

1592
00:49:40,200 –> 00:49:43,050
this and artificial intelligence I

1593
00:49:43,050 –> 00:49:45,600
think comes out of this

1594
00:49:45,600 –> 00:49:48,100
initial pandemic smelling like a

1595
00:49:48,100 –> 00:49:49,390
rose. Let’s put it that

1596
00:49:49,450 –> 00:49:51,460
way. If we could say

1597
00:49:51,460 –> 00:49:58,470
that invention that… I’ve lost

1598
00:49:58,470 –> 00:49:59,810
my train of thought. Invention or

1599
00:49:59,810 –> 00:50:03,590
whatever. I think we’re going

1600
00:50:03,590 –> 00:50:06,530
to have more innovation come

1601
00:50:06,530 –> 00:50:09,810
forward into our general everyday

1602
00:50:09,880 –> 00:50:12,740
operations, much more quickly than

1603
00:50:12,740 –> 00:50:13,870
we thought that we would

1604
00:50:13,870 –> 00:50:16,140
have. And I think the

1605
00:50:16,140 –> 00:50:18,700
reason is that think about

1606
00:50:18,700 –> 00:50:21,560
those States that are suddenly

1607
00:50:21,560 –> 00:50:22,690
using a bot on their

1608
00:50:22,690 –> 00:50:24,330
website. And if you would

1609
00:50:24,350 –> 00:50:25,570
ask them three months ago

1610
00:50:25,570 –> 00:50:27,810
about using artificial intelligence, they

1611
00:50:27,810 –> 00:50:28,520
would have looked at you

1612
00:50:28,520 –> 00:50:30,010
like you were crazy, but

1613
00:50:30,010 –> 00:50:31,300
they needed to do it

1614
00:50:31,830 –> 00:50:34,150
to necessity. It’s not just

1615
00:50:34,150 –> 00:50:35,440
the mother of invention. It’s

1616
00:50:35,440 –> 00:50:37,190
the mother of innovation. That

1617
00:50:37,190 –> 00:50:37,980
was the phrase that I

1618
00:50:37,980 –> 00:50:40,750
wanted to use. Right. I

1619
00:50:40,750 –> 00:50:42,180
think what we’re finding here

1620
00:50:42,180 –> 00:50:43,930
is that companies are looking

1621
00:50:43,930 –> 00:50:45,240
back at some of those

1622
00:50:45,240 –> 00:50:47,990
artificial intelligence solutions and products

1623
00:50:48,320 –> 00:50:50,220
like was discussed here. Well,

1624
00:50:50,220 –> 00:50:52,220
we thought about Altocloud, but

1625
00:50:52,860 –> 00:50:54,440
this wasn’t the time or

1626
00:50:54,440 –> 00:50:56,500
it wasn’t the highest priority.

1627
00:50:56,900 –> 00:50:58,070
And suddenly we say, wait

1628
00:50:58,070 –> 00:50:59,440
a minute, in this new

1629
00:50:59,440 –> 00:51:01,270
normal things that were out

1630
00:51:01,270 –> 00:51:02,720
there are now going to

1631
00:51:02,720 –> 00:51:04,910
become part of everyday life.

1632
00:51:05,630 –> 00:51:06,530
So I think those two

1633
00:51:06,530 –> 00:51:08,250
things from a technology point

1634
00:51:08,250 –> 00:51:09,650
of view, I think artificial

1635
00:51:09,650 –> 00:51:11,860
intelligence is going to see a

1636
00:51:11,860 –> 00:51:14,210
bump in adoption. We’re going

1637
00:51:14,300 –> 00:51:15,540
to see that move from

1638
00:51:15,730 –> 00:51:18,060
proof of concept to roll

1639
00:51:18,060 –> 00:51:20,630
out happen much more quickly

1640
00:51:20,740 –> 00:51:22,530
than we would’ve expected three

1641
00:51:22,530 –> 00:51:23,900
months ago. And I think

1642
00:51:23,900 –> 00:51:25,070
we have an opportunity to

1643
00:51:25,070 –> 00:51:27,450
revisit how we hire, how

1644
00:51:27,450 –> 00:51:29,600
we train, and the kind

1645
00:51:29,600 –> 00:51:31,490
of shifts we offer with

1646
00:51:31,490 –> 00:51:34,140
that kind of agent workforce

1647
00:51:34,140 –> 00:51:36,090
flexibility that agents have been looking

1648
00:51:36,090 –> 00:51:37,440
for. I think we’re closer

1649
00:51:37,440 –> 00:51:40,900
now to understanding that notion

1650
00:51:40,900 –> 00:51:43,020
of a gig agent, we

1651
00:51:43,020 –> 00:51:44,380
can supply that inside our

1652
00:51:44,380 –> 00:51:45,940
contact center. And we didn’t

1653
00:51:45,940 –> 00:51:48,550
realize that we could. Yeah,

1654
00:51:49,030 –> 00:51:50,350
I love that AI is

1655
00:51:50,350 –> 00:51:51,210
going to be smelling like

1656
00:51:51,210 –> 00:51:52,290
a rose, I think that

1657
00:51:52,290 –> 00:51:54,560
that’s a quote that has been for the

1658
00:51:54,560 –> 00:51:56,680
posterity. But just a quick

1659
00:51:56,850 –> 00:51:58,610
clarification for those in the audience that

1660
00:51:58,690 –> 00:51:59,370
may not be familiar with Altocloud. That’s

1661
00:52:00,080 –> 00:52:02,060
a pretty good engagement solution

1662
00:52:02,060 –> 00:52:03,610
that we have at Genesys really

1663
00:52:03,610 –> 00:52:04,760
allows you to understand the

1664
00:52:04,760 –> 00:52:06,190
intent of the customer. And then

1665
00:52:07,110 –> 00:52:08,700
determine what’s the right resource

1666
00:52:09,640 –> 00:52:10,900
to serve that need at

1667
00:52:10,900 –> 00:52:12,700
that point. Which again speaks

1668
00:52:12,700 –> 00:52:15,300
about how artificial intelligence can

1669
00:52:15,300 –> 00:52:17,500
truly be part of our

1670
00:52:17,500 –> 00:52:19,340
empathy in terms of the customer

1671
00:52:19,340 –> 00:52:22,580
experience strategy. Now, coming to

1672
00:52:23,200 –> 00:52:24,080
the time and so I

1673
00:52:24,080 –> 00:52:25,550
would like to maybe starting

1674
00:52:25,550 –> 00:52:27,510
with Paul and Colin. Each

1675
00:52:27,510 –> 00:52:30,530
of you would please share

1676
00:52:31,110 –> 00:52:33,410
given all this situation, what’s

1677
00:52:33,410 –> 00:52:35,410
the biggest lesson learned during

1678
00:52:35,410 –> 00:52:37,240
this unprecedented time? Paul, I’ll

1679
00:52:37,240 –> 00:52:41,560
start with you. Sure. I

1680
00:52:41,560 –> 00:52:43,130
guess this current crisis has

1681
00:52:43,130 –> 00:52:45,770
really reinforced my existing belief

1682
00:52:45,770 –> 00:52:46,910
in the importance of cloud

1683
00:52:46,910 –> 00:52:49,710
services and distributed platforms. Had

1684
00:52:49,710 –> 00:52:51,060
we not made that strategic

1685
00:52:51,060 –> 00:52:52,080
decision to move to the

1686
00:52:52,080 –> 00:52:53,620
cloud when we did the

1687
00:52:53,620 –> 00:52:54,830
outcome right now will look

1688
00:52:54,850 –> 00:52:56,350
very different for eFinancial as

1689
00:52:56,350 –> 00:52:58,380
a company. As Sheila discussed,

1690
00:52:58,380 –> 00:52:59,220
I think that we’re going

1691
00:52:59,220 –> 00:53:02,090
to see increased prioritization in

1692
00:53:02,090 –> 00:53:04,210
cloud computing and cloud services

1693
00:53:04,210 –> 00:53:05,570
post- COVID. So that would probably be

1694
00:53:05,570 –> 00:53:08,670
my biggest takeaway. Thank you Paul. Colin your biggest lesson learned?

1695
00:53:12,900 –> 00:53:14,430
Yeah, I absolutely agree with

1696
00:53:14,430 –> 00:53:15,230
Paul. I think we’ve been

1697
00:53:15,230 –> 00:53:16,130
talking about a route to

1698
00:53:16,130 –> 00:53:17,170
cloud for quite some time,

1699
00:53:17,360 –> 00:53:18,480
and I think a lot

1700
00:53:18,480 –> 00:53:20,840
of companies and the CEO’s

1701
00:53:20,840 –> 00:53:22,440
will be accelerating those discussions.

1702
00:53:22,440 –> 00:53:24,380
But I think the biggest

1703
00:53:24,400 –> 00:53:26,090
learning so far is make

1704
00:53:26,090 –> 00:53:26,750
sure that you’ve got the

1705
00:53:26,750 –> 00:53:28,990
tools to communicate as effectively

1706
00:53:28,990 –> 00:53:30,430
as you can, both with your

1707
00:53:30,430 –> 00:53:31,590
customers, but also with your

1708
00:53:31,590 –> 00:53:34,290
employees. It’s just so critical

1709
00:53:34,290 –> 00:53:35,170
at this time that people

1710
00:53:35,170 –> 00:53:36,750
know that you’re there. They

1711
00:53:36,750 –> 00:53:37,480
can reach out on the

1712
00:53:37,480 –> 00:53:39,610
channel of their choice and

1713
00:53:39,610 –> 00:53:42,050
make sure that that communication is frictionless

1714
00:53:42,050 –> 00:53:43,960
and their processes frictionless. So

1715
00:53:43,960 –> 00:53:45,520
definitely looking to, again, bringing

1716
00:53:45,520 –> 00:53:47,260
those communication mechanisms into one

1717
00:53:47,570 –> 00:53:48,720
spot and then making sure that

1718
00:53:48,720 –> 00:53:50,050
you’ve got the flexibility of

1719
00:53:50,050 –> 00:53:52,240
things like cloud payments to

1720
00:53:52,240 –> 00:53:54,220
really engage and capitalize on

1721
00:53:54,580 –> 00:53:55,710
some of these opportunities that

1722
00:53:56,070 –> 00:53:57,090
this type of pandemic can

1723
00:53:57,090 –> 00:54:01,020
present. Thank you Colin. And

1724
00:54:01,020 –> 00:54:02,130
Sheila going to you. Would

1725
00:54:02,130 –> 00:54:03,340
you share your final thoughts

1726
00:54:03,340 –> 00:54:04,660
on the new normal and

1727
00:54:04,660 –> 00:54:08,670
redefining business continually? And now

1728
00:54:08,670 –> 00:54:09,540
you can bring up my

1729
00:54:09,540 –> 00:54:11,600
final slide Barbara if you

1730
00:54:11,600 –> 00:54:15,280
would. Thank you. So this

1731
00:54:15,280 –> 00:54:17,490
slide is a picture of

1732
00:54:17,490 –> 00:54:18,810
Andy Jassy, who is the

1733
00:54:18,810 –> 00:54:21,900
CEO of AWS. And it

1734
00:54:21,900 –> 00:54:24,570
was the notes there are

1735
00:54:24,570 –> 00:54:26,770
taken from his keynote speech

1736
00:54:27,050 –> 00:54:29,160
at The Reinvent Conference in

1737
00:54:29,160 –> 00:54:31,040
November. And so he’s a

1738
00:54:31,040 –> 00:54:33,600
pretty prescient guy. He has

1739
00:54:33,600 –> 00:54:34,410
a notion of where the

1740
00:54:34,410 –> 00:54:35,860
world is going and even

1741
00:54:35,860 –> 00:54:37,700
not knowing that there was

1742
00:54:37,760 –> 00:54:40,180
a pandemic coming. He understood

1743
00:54:40,180 –> 00:54:40,880
that the way that the

1744
00:54:40,880 –> 00:54:42,000
world was going, maybe it’s

1745
00:54:42,000 –> 00:54:43,500
going to go there more

1746
00:54:43,500 –> 00:54:45,340
quickly now, but what he

1747
00:54:45,340 –> 00:54:46,920
said and really rang true

1748
00:54:46,920 –> 00:54:49,380
for me was companies today,

1749
00:54:49,940 –> 00:54:51,120
or either born in the

1750
00:54:51,120 –> 00:54:55,930
cloud, companies like Netflix and

1751
00:54:56,270 –> 00:55:00,660
Airbnb and Uber. Or they

1752
00:55:00,660 –> 00:55:02,480
need to be reborn in

1753
00:55:02,480 –> 00:55:03,850
the cloud. And if we

1754
00:55:03,850 –> 00:55:06,250
think about eFinance if we think about

1755
00:55:06,560 –> 00:55:09,500
Mr Price, they are re-

1756
00:55:09,500 –> 00:55:11,610
building their businesses in the

1757
00:55:11,610 –> 00:55:13,620
cloud. They’re taking their contact

1758
00:55:13,620 –> 00:55:15,370
center agents and moving them

1759
00:55:15,370 –> 00:55:17,440
to cloud based solutions. They’re

1760
00:55:17,440 –> 00:55:19,960
thinking about digital kinds of

1761
00:55:19,960 –> 00:55:21,670
interactions and making those available

1762
00:55:21,670 –> 00:55:23,330
to their customers. Because in order

1763
00:55:23,330 –> 00:55:25,430
to compete with those born

1764
00:55:25,430 –> 00:55:26,890
in the cloud companies, they

1765
00:55:26,890 –> 00:55:29,640
have to rebuild themselves in

1766
00:55:29,640 –> 00:55:32,100
the cloud. Another thing that

1767
00:55:32,100 –> 00:55:33,110
Andy said that I think

1768
00:55:33,330 –> 00:55:35,030
is also so relevant and

1769
00:55:35,030 –> 00:55:37,620
really rang true, knowing what

1770
00:55:37,620 –> 00:55:39,410
Genesys is now doing is

1771
00:55:39,410 –> 00:55:41,410
the notion that a multi- cloud

1772
00:55:41,690 –> 00:55:43,830
is a legitimate conversation. So

1773
00:55:43,830 –> 00:55:45,090
what does that mean? So

1774
00:55:45,090 –> 00:55:46,760
Andy clearly is in charge

1775
00:55:46,760 –> 00:55:48,500
of the public cloud that

1776
00:55:48,500 –> 00:55:49,750
Genesys cloud is built on

1777
00:55:50,350 –> 00:55:53,070
AWS, but not every company

1778
00:55:53,070 –> 00:55:55,600
and every business is necessarily

1779
00:55:55,600 –> 00:55:57,080
going to want all of

1780
00:55:57,080 –> 00:55:58,540
their computing coming out of

1781
00:55:58,980 –> 00:56:00,440
AWS. There are others who are going to

1782
00:56:00,840 –> 00:56:03,070
want choices from Microsoft Azure

1783
00:56:03,690 –> 00:56:05,210
or choices of their own

1784
00:56:05,230 –> 00:56:09,220
IBM cloud or other clouds.

1785
00:56:09,480 –> 00:56:10,760
And so Genesys is now

1786
00:56:10,760 –> 00:56:12,670
working and the team that

1787
00:56:12,670 –> 00:56:14,790
Barry O’Sullivan heads on how

1788
00:56:14,790 –> 00:56:17,460
do we make the best

1789
00:56:17,460 –> 00:56:19,460
of Genesys available, the best

1790
00:56:19,460 –> 00:56:21,950
innovation of Genesys cloud available

1791
00:56:21,950 –> 00:56:24,250
in a multi- cloud scenario

1792
00:56:24,450 –> 00:56:26,080
for those customers. And so,

1793
00:56:26,320 –> 00:56:27,340
to me, it was very

1794
00:56:27,760 –> 00:56:31,590
refreshing to hear, Jassy say,

1795
00:56:31,590 –> 00:56:33,910
I recognize that. I think

1796
00:56:33,910 –> 00:56:34,740
I’ll still be a big

1797
00:56:34,740 –> 00:56:36,310
part of the world. I

1798
00:56:36,310 –> 00:56:37,240
still think a lot of

1799
00:56:37,240 –> 00:56:38,340
customers are going to want

1800
00:56:38,340 –> 00:56:40,330
to use my services, but

1801
00:56:40,330 –> 00:56:41,770
I’m going to build bridges

1802
00:56:41,930 –> 00:56:43,370
to those other public clouds.

1803
00:56:44,460 –> 00:56:46,460
And then finally he made

1804
00:56:46,460 –> 00:56:48,330
a very strong statement that

1805
00:56:48,520 –> 00:56:52,570
data is the new currency

1806
00:56:52,920 –> 00:56:55,320
of business. And I think

1807
00:56:55,600 –> 00:56:57,100
the conversations that we had

1808
00:56:57,100 –> 00:57:01,930
today around personalization, about empowering

1809
00:57:01,930 –> 00:57:04,210
agents is all about getting

1810
00:57:04,210 –> 00:57:06,550
the right data to agents

1811
00:57:06,890 –> 00:57:08,590
and having that data to

1812
00:57:08,590 –> 00:57:11,240
be able to process that

1813
00:57:11,240 –> 00:57:12,920
data and make the decisions

1814
00:57:12,920 –> 00:57:15,110
about it available to agents

1815
00:57:15,170 –> 00:57:17,410
like predictive engagement can do

1816
00:57:17,590 –> 00:57:19,760
and help the agent understand

1817
00:57:20,200 –> 00:57:21,320
the best way to serve

1818
00:57:21,320 –> 00:57:24,330
a customer. That’s part of

1819
00:57:24,330 –> 00:57:25,420
this new normal as we

1820
00:57:25,420 –> 00:57:27,350
go forward. So I think

1821
00:57:27,350 –> 00:57:28,160
Jesse was prescient but I

1822
00:57:28,160 –> 00:57:29,870
think the points he made

1823
00:57:29,870 –> 00:57:31,370
are legitimate points as we

1824
00:57:31,370 –> 00:57:33,790
think about that next phase

1825
00:57:34,110 –> 00:57:35,640
of business life, post- COVID.

1826
00:57:37,990 –> 00:57:40,340
Thank you so much. Thank

1827
00:57:40,340 –> 00:57:41,580
you Barbara. Thank you. I

1828
00:57:41,580 –> 00:57:43,020
just want to finish by

1829
00:57:43,020 –> 00:57:45,070
saying, first of all, thank

1830
00:57:45,070 –> 00:57:46,520
you so much, Sheila, Paul,

1831
00:57:46,520 –> 00:57:48,410
Colin For sharing your thoughts

1832
00:57:48,410 –> 00:57:53,170
and just your experience with

1833
00:57:53,170 –> 00:57:54,670
this. With all of us to me

1834
00:57:54,900 –> 00:57:56,850
it was a fantastic conversation.

1835
00:57:56,850 –> 00:57:58,410
I hope that the audience

1836
00:57:58,620 –> 00:58:00,270
feels the same way. We

1837
00:58:00,270 –> 00:58:01,500
definitely are at a time, and I

1838
00:58:01,500 –> 00:58:02,770
don’t want to keep our

1839
00:58:02,770 –> 00:58:04,380
audience much longer. I’ll leave

1840
00:58:04,380 –> 00:58:05,620
you with just this slide,

1841
00:58:05,620 –> 00:58:06,810
which shows what Genesys is

1842
00:58:06,880 –> 00:58:08,730
doing for our customers and

1843
00:58:08,730 –> 00:58:10,380
non- Genesys customers as well

1844
00:58:10,630 –> 00:58:11,960
in terms of supporting you

1845
00:58:12,000 –> 00:58:14,100
for the handling increased demand,

1846
00:58:14,220 –> 00:58:16,610
and also a transition for

1847
00:58:16,610 –> 00:58:17,520
your agents to work from

1848
00:58:17,520 –> 00:58:19,620
home. This is all in our website.

1849
00:58:19,620 –> 00:58:20,600
You can also reach out

1850
00:58:20,600 –> 00:58:22,040
to your Genesys representative to

1851
00:58:22,040 –> 00:58:24,160
understand better how this program

1852
00:58:24,160 –> 00:58:25,840
works. And I’ll hand it

1853
00:58:25,840 –> 00:58:26,970
back to you, Josh, to

1854
00:58:26,970 –> 00:58:27,940
wrap us up. Thank you

1855
00:58:27,940 –> 00:58:32,940
so much. Thanks guys. So

1856
00:58:32,940 –> 00:58:34,680
as she mentioned, unfortunately, we

1857
00:58:34,680 –> 00:58:35,450
are at a time. I

1858
00:58:35,450 –> 00:58:36,350
definitely feel like we could

1859
00:58:36,350 –> 00:58:37,990
have continued this conversation for

1860
00:58:37,990 –> 00:58:40,810
another hour. But as we

1861
00:58:40,810 –> 00:58:42,340
wrap up today, we are

1862
00:58:42,340 –> 00:58:44,360
going to first mention that

1863
00:58:44,360 –> 00:58:45,230
you have a list of

1864
00:58:45,230 –> 00:58:46,670
resources in the resource center

1865
00:58:46,670 –> 00:58:47,870
below your Q& A window.

1866
00:58:47,870 –> 00:58:48,610
Be sure to click on

1867
00:58:48,610 –> 00:58:50,430
those before today’s session ends,

1868
00:58:50,430 –> 00:58:51,850
that will give you additional

1869
00:58:51,850 –> 00:58:53,270
information based on the topic

1870
00:58:53,270 –> 00:58:54,540
that we talked about today.

1871
00:58:56,230 –> 00:58:57,970
Also don’t forget, you will

1872
00:58:57,970 –> 00:58:59,330
receive an on demand recording

1873
00:58:59,330 –> 00:59:01,160
via email from ON24. So

1874
00:59:01,160 –> 00:59:02,160
if you missed anything during

1875
00:59:02,160 –> 00:59:03,810
the presentation, have any issues,

1876
00:59:03,810 –> 00:59:05,070
you will receive that recording

1877
00:59:05,150 –> 00:59:06,220
within the next few business

1878
00:59:06,220 –> 00:59:07,610
days. And you can actually

1879
00:59:07,610 –> 00:59:08,320
take a look at this

1880
00:59:08,320 –> 00:59:10,270
recording with full playback capabilities.

1881
00:59:12,180 –> 00:59:13,380
So with that on behalf

1882
00:59:13,380 –> 00:59:15,880
of Sheila, Barbara, Colin, and Paul,

1883
00:59:15,950 –> 00:59:16,950
as well as the entire

1884
00:59:16,950 –> 00:59:18,410
Genesys team, we thank you

1885
00:59:18,410 –> 00:59:20,070
again for joining today’s webcast,

1886
00:59:20,280 –> 00:59:22,210
The New Normal Redefining Business

1887
00:59:22,210 –> 00:59:24,300
Continuity. Until next time have

1888
00:59:24,300 –> 00:59:25,080
a good one everyone.