palladium/studies/202512_TEI_Genesys_CX_Cloud/README.md

202512 — Genesys CX Cloud TEI

Self-contained reproduction of Forrester's The Total Economic Impact™ Of CX Cloud — Cost Savings And Business Benefits Enabled By Genesys And Salesforce (December 2025, commissioned by Genesys and Salesforce), built on the Mercury Notebook Deliverable Pattern as Variant 4 — TEI composite reproduction: Forrester's composite organization is the never-edited verbatim anchor, the in-notebook gate proves the engine reproduces the published totals, and 🟡 client drivers rescale the composite live.

Source

The full Forrester study is at docs/The-Total-Economic-Impact-Of-CX-Cloud.pdf; docs/Genesys-Token-Metering.md covers the AI Experience token pricing the study omits.

Published composite totals (3-yr risk-adjusted PV @ 10%), reproduced by teicalc to within $2:

Metric	Published	Engine
Benefits PV	$14,840,638	$14,840,637
Costs PV	$4,057,170	$4,057,170
NPV	$10,783,468	$10,783,466
ROI	266%	265.79%
Payback	not headlined	3.3 months

Composite organization (the verbatim anchor 🟢)

• Global supply company, $2.5B revenue, 10,000 employees
• 600 CX agents (400 concurrent licenses)
• 80,000 weekly interactions @ 12 minutes
• Self-service completion 15% → 25%

The $0 AI line (🔴)

The published study models zero Genesys AI Experience token consumption, even though the self-service (B), agent-efficiency (C), and agent-assist (D) benefits all depend on token-billed AI capabilities. The anchor keeps the $0 verbatim so the reproduction matches the PDF; the notebook exposes ai_tokens_annual as a direct 🔴 sidebar input — price it from the Genesys quote and the case re-derives live. (This critique is what grew into the CTM token-calculator engagement, ../202607_CTM_GenesysCX/.)

Client overlay (🟡)

A first-order linear rescale — "the composite at your size", not "your TEI". The composite's trajectory is flat (Y2 = Y3), so there is no growth re-base:

Row	Driver	Confidence
Legacy retirement · CX Cloud licenses	agents	🟡
Self-service savings · agent efficiency	interactions	🟡
Agent-assist sales	revenue	🟡
Implementation · ongoing management	fixed	🟡 project-based
Genesys AI tokens	direct $/yr input	🔴 $0 until quoted

Study quirks (documented in the anchor, verbatim)

• p.14 prints the implementation initial as $1,304,600; the correct figure is $1,309,000 (= 1,190,000 × 1.10) per the detail table and cash-flow analysis.
• B7's printed formula cites B2 (15%) where the 12-minute interaction length is meant; the result (40 FTEs) is correct.

Layout

202512_TEI_Genesys_CX_Cloud/
├── teicalc/               ← ALL math (stdlib-only) — notebooks hold none
│   ├── anchor.py          ← Forrester's tables, VERBATIM, never edited
│   ├── model.py           ← NPV/ROI/payback, risk adjustment, compute_summary
│   ├── overlay.py         ← ClientDrivers + driver map + the AI-token input
│   ├── scenarios.py       ← conservative / moderate / aggressive
│   └── staging.py         ← on_stage()/backstage() (Mercury vs nbconvert)
├── notebooks/business_case.ipynb   ← THE deliverable
├── scripts/export_report.py
├── tests/                 ← hand-checked pinned acceptance numbers
├── config.toml            ← Mercury theme (NTT DATA brand)
├── pyproject.toml         ← full toolchain as core deps — no requirements.txt
├── docs/                  ← the Forrester PDF + token-metering notes
└── exports/               ← generated .html/.md; gitignored

Run

python -m venv .venv && source .venv/bin/activate
pip install -e ".[dev]"

Task	Command
Tests	pytest
Serve (the stage)	mercury --working-dir notebooks/ (run from this project root so config.toml loads)
Analyst view (backstage)	jupyter lab
Headless check	jupyter nbconvert --to notebook --execute --inplace notebooks/business_case.ipynb
Export for LLMs	python scripts/export_report.py

The data appendix (markdown tables + JSON model state) rides inside exports/business_case.md — the payload for the Athena study-repository roadmap.

History

This study previously ran on the shared core/ package with an Athena-workflow notebook chain (provision → push → calculate) and study-scoped PALLADIUM_GENESYSCX_* env keys. That workflow — including the ATHENA_EXPECTED reconciliation for Athena's discount-initial-as- Year-1 convention — was retired when the study migrated to the pattern (git history preserves it); the engine reproduces the published totals locally under Forrester's own conventions, pinned in tests/.