The final few sessions of the conference covered a variety of things. a particularly interesting one was on engagement, with our employees and customers. It looked at the different ways people like to be interacted with, and how that can change depending on whether in a work environment or a social one. For example, people who are happy to sit at a desktop computer and use email at work, can use only mobile devices and shun email for other ways of communicating in their social lives. The talk proposed establishing an "engagement initiative" within our organisations which would bring together new partnerships for IT, especially with HR and other digital initiatives such as in marketing and internal comms.
Another session looked specifically at customer engagement, and how we can improve our customers' experience, and began by asking how many of us gave our customers such a good experience that they were willing to have the company logo as a tattoo. :-)
One of the key takeaways for me from this presentation was "Don't think that the customer experience is something soft, trivial, immeasurable, another name for customer service or will go away if ignored". Interesting. Something we're looking at at the moment is how to introduce the wow factor into our customer experience. Maybe we'll know if we've succeed if we see some University of Sheffield tattoos appearing....
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