Robert Helewka
e88449d15a
studies/202512_GenesysCX -> studies/202512_TEI_Genesys_CX_Cloud, rebuilt as pattern Variant 4 (TEI composite reproduction): - teicalc/ self-contained engine: Forrester's tables as the never-edited verbatim anchor (incl. the p.14 typo note and the $0 AI-token line), generic model/scenarios/staging carried over from the Amazon Connect study, ClientDrivers overlay (agents / weekly interactions / revenue, flat composite so no growth re-base) with ai_tokens_annual as a direct input for the token line the published study models at $0 - one deliverable notebook (business_case.ipynb): widget-pair sidebar drivers incl. the AI-token price, published-vs-overlay KPI columns, cash-flow/waterfall/scenario charts, verification gate, backstage JSON data appendix - gate + tests reproduce the published totals within $2: NPV $10.8M / ROI 266% (engine $10,783,466 / 265.79%; payback 3.3 months, not headlined in the PDF); 29 study tests, headless nbconvert green, stage simulation leak-free, exports carry the appendix - old Athena workflow (00_provision..04_export, config.py, seed_data.py, PALLADIUM_GENESYSCX_* keys, ATHENA_EXPECTED reconciliation) deleted; git history preserves it With the last legacy study migrated, the retirement lands too: - app/ (Streamlit UI) and core/notebook_helpers deleted; nothing else imported them - streamlit stripped from pyproject extras, requirements.txt, Makefile; .env.example reduced to the Athena keys; 00_setup.ipynb and core/bootstrap.py repointed at the pattern studies - root README reworked: self-contained studies + slim core/ Athena toolkit (tei_client, calculations, export, cli) All suites green: Genesys 29, Amazon Connect 27, CTM 55, template 7, root 58. Co-Authored-By: Claude Fable 5 <noreply@anthropic.com>
116 lines
4.9 KiB
Markdown
116 lines
4.9 KiB
Markdown
# 202512 — Genesys CX Cloud TEI
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Self-contained reproduction of Forrester's *The Total Economic Impact™ Of
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CX Cloud — Cost Savings And Business Benefits Enabled By Genesys And
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Salesforce* (December 2025, commissioned by Genesys and Salesforce), built
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on the [Mercury Notebook Deliverable Pattern](../../docs/Mercury_Notebook_Pattern_V1-00.md)
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as **Variant 4 — TEI composite reproduction**: Forrester's composite
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organization is the never-edited verbatim anchor, the in-notebook gate
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proves the engine reproduces the published totals, and 🟡 client drivers
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rescale the composite live.
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## Source
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The full Forrester study is at
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[`docs/The-Total-Economic-Impact-Of-CX-Cloud.pdf`](docs/The-Total-Economic-Impact-Of-CX-Cloud.pdf);
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[`docs/Genesys-Token-Metering.md`](docs/Genesys-Token-Metering.md) covers
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the AI Experience token pricing the study omits.
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Published composite totals (3-yr risk-adjusted PV @ 10%), reproduced by
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`teicalc` to within $2:
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| Metric | Published | Engine |
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|---|---|---|
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| Benefits PV | **$14,840,638** | $14,840,637 |
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| Costs PV | **$4,057,170** | $4,057,170 |
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| NPV | **$10,783,468** | $10,783,466 |
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| ROI | **266%** | 265.79% |
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| Payback | *not headlined* | 3.3 months |
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## Composite organization (the verbatim anchor 🟢)
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* Global supply company, $2.5B revenue, 10,000 employees
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* 600 CX agents (400 concurrent licenses)
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* 80,000 weekly interactions @ 12 minutes
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* Self-service completion 15% → 25%
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## The $0 AI line (🔴)
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The published study models **zero Genesys AI Experience token
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consumption**, even though the self-service (B), agent-efficiency (C), and
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agent-assist (D) benefits all depend on token-billed AI capabilities. The
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anchor keeps the $0 verbatim so the reproduction matches the PDF; the
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notebook exposes `ai_tokens_annual` as a direct 🔴 sidebar input — price it
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from the Genesys quote and the case re-derives live. (This critique is what
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grew into the CTM token-calculator engagement, `../202607_CTM_GenesysCX/`.)
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## Client overlay (🟡)
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A first-order linear rescale — "the composite at your size", not "your
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TEI". The composite's trajectory is flat (Y2 = Y3), so there is no growth
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re-base:
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| Row | Driver | Confidence |
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|---|---|---|
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| Legacy retirement · CX Cloud licenses | agents | 🟡 |
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| Self-service savings · agent efficiency | interactions | 🟡 |
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| Agent-assist sales | revenue | 🟡 |
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| Implementation · ongoing management | fixed | 🟡 project-based |
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| Genesys AI tokens | direct $/yr input | 🔴 $0 until quoted |
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## Study quirks (documented in the anchor, verbatim)
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- p.14 prints the implementation initial as $1,304,600; the correct figure
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is $1,309,000 (= 1,190,000 × 1.10) per the detail table and cash-flow
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analysis.
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- B7's printed formula cites B2 (15%) where the 12-minute interaction
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length is meant; the result (40 FTEs) is correct.
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## Layout
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```
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202512_TEI_Genesys_CX_Cloud/
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├── teicalc/ ← ALL math (stdlib-only) — notebooks hold none
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│ ├── anchor.py ← Forrester's tables, VERBATIM, never edited
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│ ├── model.py ← NPV/ROI/payback, risk adjustment, compute_summary
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│ ├── overlay.py ← ClientDrivers + driver map + the AI-token input
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│ ├── scenarios.py ← conservative / moderate / aggressive
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│ └── staging.py ← on_stage()/backstage() (Mercury vs nbconvert)
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├── notebooks/business_case.ipynb ← THE deliverable
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├── scripts/export_report.py
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├── tests/ ← hand-checked pinned acceptance numbers
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├── config.toml ← Mercury theme (NTT DATA brand)
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├── pyproject.toml ← full toolchain as core deps — no requirements.txt
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├── docs/ ← the Forrester PDF + token-metering notes
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└── exports/ ← generated .html/.md; gitignored
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```
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## Run
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```bash
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python -m venv .venv && source .venv/bin/activate
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pip install -e ".[dev]"
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```
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| Task | Command |
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| Tests | `pytest` |
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| Serve (the stage) | `mercury --working-dir notebooks/` (run from this project root so `config.toml` loads) |
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| Analyst view (backstage) | `jupyter lab` |
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| Headless check | `jupyter nbconvert --to notebook --execute --inplace notebooks/business_case.ipynb` |
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| Export for LLMs | `python scripts/export_report.py` |
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The data appendix (markdown tables + JSON model state) rides inside
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`exports/business_case.md` — the payload for the Athena study-repository
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roadmap.
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## History
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This study previously ran on the shared `core/` package with an
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Athena-workflow notebook chain (provision → push → calculate) and
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study-scoped `PALLADIUM_GENESYSCX_*` env keys. That workflow — including
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the `ATHENA_EXPECTED` reconciliation for Athena's discount-initial-as-
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Year-1 convention — was retired when the study migrated to the pattern
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(git history preserves it); the engine reproduces the published totals
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locally under Forrester's own conventions, pinned in `tests/`.
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