Robert Helewka
64fb83257d
- Add 202512_GenesysCX TEI study (config, seed data, notebooks, README) with NPV $10.8M / ROI 266% including AI-token cost line - Add explicit `key` parameter to all chart wrappers in app/components to prevent StreamlitDuplicateElementId errors when the same figure type renders across Summary/Benefits/Costs tabs - Render benefits bar and cost pie charts on their respective tabs - Add benefits_vs_costs_by_year chart wrapper
52 lines
2.3 KiB
Markdown
52 lines
2.3 KiB
Markdown
# Genesys CX Cloud TEI — December 2025
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Source: Forrester, *The Total Economic Impact™ Of CX Cloud — Cost Savings And
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Business Benefits Enabled By Genesys And Salesforce* (commissioned by Genesys
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and Salesforce, December 2025). PDF in `docs/`.
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## Headline (published, 3-yr risk-adjusted PV @ 10%)
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| Metric | Value |
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|---|---|
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| Benefits PV | $14,840,638 |
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| Costs PV | $4,057,170 |
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| **NPV** | **$10,783,468** |
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| **ROI** | **266%** |
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| Payback | ~4 months (computed; not headlined in the study) |
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Composite: global supply company, $2.5B revenue, 10,000 employees, 600 CX
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agents (400 concurrent licenses), 80,000 weekly interactions @ 12 min.
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## Structure
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4 benefits (legacy retirement ↓5%, self-service savings ↓15%, agent
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efficiency ↓10%, agent-assist sales ↓5%) and 3 published costs (licenses ↑5%,
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implementation ↑10% — initial-only, ongoing management ↑10%), **plus one
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Palladium addition**: `genesys_ai_tokens`, an AI Experience token consumption
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line the published study omits (it models $0 AI cost while three of four
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benefits depend on AI). Stored exactly as Athena stores it — a single annual
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cost value, entered from the Genesys quote in `01_business_case.ipynb` (which
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includes a sensitivity sweep), with quote details kept in the field notes.
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Seeded at $0 to reproduce the published totals.
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## Study quirks (documented, handled)
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- p.14 prints implementation initial as $1,304,600; correct figure is
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$1,309,000 (= 1,190,000 × 1.10) per the detail table and cash-flow analysis.
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- B7's printed formula cites B2 (15%) where the 12-minute interaction length
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is meant; the result (40 FTEs) is correct.
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- The initial cost is ~32% of cost PV, so Athena's discount-initial-as-Year-1
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behaviour shifts ROI to ~277%. Verification matches `ATHENA_EXPECTED`
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tightly, then reconciles to `PUBLISHED` with this explained delta.
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## Notebooks
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| Notebook | Purpose |
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|---|---|
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| `00_provision.ipynb` | Create template + fields + tool in Athena (client/proposal selection), seed, calculate, verify |
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| `01_business_case.ipynb` | Working business case + Genesys AI token quantity × price sensitivity |
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Env keys are study-scoped: `PALLADIUM_GENESYSCX_REPORT_PUBLIC_ID`,
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`PALLADIUM_GENESYSCX_TOOL_PUBLIC_ID`, `PALLADIUM_GENESYSCX_PROPOSAL_ID` /
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`PALLADIUM_GENESYSCX_ENGAGEMENT_ID`.
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