11th July 2018
Creating a great customer experience (CX) is the cornerstone for every business but never has customer experience been so vital to your success, especially if the people you depend on to deliver that experience is growing, distributed and pressed for time.
There’s no question about it: customer experience is the hot topic right now. Due to the seamless, on-demand services provided by the likes of AirBnB and Uber, customers are beginning to expect the same from all services they receive. Dimension data’s 2017 Global CX Benchmarking Report shows that Customer Experience is what matters most to 71% of management surveyed.
The world we live in now is an impatient one – customers expect, at the very least, a great experience, and they expect immediacy when dealing with providers. Stats show that 64% of consumers expect companies to interact with them and provide services, without delay.
Coupled with the fact that mobile working is on the rise, the pace of business has never been so high. Because customers and clients are constantly connected, enterprises need to adopt technology that will give them a competitive advantage to serve their customers, as fast as they can and as best they can.
That means looking for improvements in every part of the business and an area ripe for improvement and easy wins is meeting spaces. In the course of building a customer centric company (or any company) the most important tool you have to create a culture of shared values is communication and meetings/meetings spaces are critical to that communication.
Rest assured, improving collaboration in meetings and meeting spaces can significantly help deliver an excellent CX for your customers. Just think about what’s potentially not working in your meeting spaces that is preventing you from delivering excellent CX…
It could be restrictive technology. Perhaps there is a lock down on what devices can be used, or IT permissions required to install software on to these devices. This immediately creates an unnecessary productivity bottleneck.
It may be siloed departments – teams working across multiple locations means collaboration is difficult. In fact, siloed behaviour is cited as one of the biggest barriers of organisations.
Is it teams searching for, and passing around cables or adapters in order for them to share content, thus disrupting the flow of the meeting?
Do you already have a dongle-based collaboration solution, and these dongles go missing frequently?
Perhaps you regularly have external guests come in, i.e. suppliers, partners, agencies, and they cannot share content or collaborate from the guest network? And you aren’t permitted to give out corporate wifi details.
These challenges can be solved by deploying a wireless presentation system in your meeting spaces.
A wireless presentation system allows employees within an organisation to quickly and easily share content from any device, up to the main meeting room display. No fumbling over cables, no passing around the HDMI for others to present – no fuss. It allows people to come together and collaborate with ease.
A study found that 97% of employees agreed that collaboration directly impacts the outcome of a task or project. When a team or department are collaborating smoothly, openly sharing information and communicating seamlessly, they work much more effectively.
Only wireless presentation systems that provide a good user experience (UX) for employees, will help deliver CX.
Because if a system is too complicated to comprehend, let alone use, it simply won’t be adopted.
Here are the three things you should ask yourself (or the provider) when researching a wireless presentation to help deliver an excellent CX?
This may seem an obvious one, but ensure that the solution is device agnostic, particularly if your organisation supports the BYOD initiative. Think about whether external parties need to connect as well. You may operate a fully-Apple organisation, but if you have an agency or partner come in, who wishes to contribute to the meeting, the last thing you want to do it pull out the hefty cables in order for them to share content.
At DisplayNote, allowing all types of devices to connect is of the upmost importance. We don’t want users making lots of steps in order to get their content on the main screen. One click, from any device, and it’s shared. Which is why we developed native apps for Windows, iOS and Android, and also utilised the Airplay functionality. We haven’t excluded non-employees who want to contribute either. Guests can join via web browser, or they can download a Guest app, which requires no installation (meaning they don’t need to worry about IT permissions).
This is a crucial. Networks are a mess (check out our CTO’s blog on cross-network connectivity to find out why they’re such a mess). Many organisations, particularly larger ones, have extremely complex networks. They can consist of corporate wifi, guest wifi, subnets, and hotspots. If you have guests come in, you may not want to give out network passwords. Ensure the wireless presentation system you choose has cloud capabilities that can bridge these complex networks, and allow users to connect no matter what network they’re on.
It’s great sharing content amongst meeting attendees during meetings, but what happens afterwards? The promise of “I’ll be sure to send you that presentation” can often be forgotten. Some wireless presentation systems allow attendees to download any document that’s been shared, down to their own device. This provides greater accessibility to information, thus speeding up decision-making and progress.
This instantaneous connection and sharing of information, from any device, means teams are much more agile, meaning they can resolve customer queries a lot quicker. Users can gather together in a meeting space, share problems and ideas, and work much more efficiently to come to a resolution.
In most organisations, particularly B2B companies, there isn’t simply one customer to be served. There are many stakeholders, across your organisation and the customer’s organisation, who need to be involved in a project. Not to mention external suppliers and partners.
A wireless presentation system allows these stakeholders to come together, whether they are employees or external parties, no matter their network, and discuss strategy, speed up decision making, and provide an all-round great experience for customers.
As Richard Branson once said, “If you look after your staff, they’ll look after your customers”.