age of engagement - live poll results
TRANSCRIPT
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Kcom Age of Engagement Event BT Tower, December 2013
Live Audience Polling Results
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The following slides outline the results of live polling 70 attendees during Kcom’s Age of Engagement event in December 2013
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Which of the following would have the biggest impact on improving your organisations engagement with customers?
1. Enabling your customers to contact you seamlessly via a range of channels
27.1%
2. Delivering a more personalised customer experience 20.0%
3. Better enabling knowledge workers to resolve customer enquiries first time
37.1%
4. Capturing and leveraging customer views and feedback 15.7%
Audience Question
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Ensuring employees are well-informed was seen as the top priority to deliver the perfect customer experience, with a multi-
channel contact strategy a close second!
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What is the biggest challenge you face in delivering a great customer experience?
1. Inflexibility of legacy systems holding you back26%
2. Balancing affordability with customer expectations39%
3. Dealing with increased complexity and diversity of demand19%
4. Ability to differentiate your customer experience16%
Audience Question?
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The economic climate was top of the agenda as ‘affordability’ was voted the biggest challenge in customer service. Austerity also plays a part in the second most popular answer, ‘legacy systems’, as IT departments struggle to upgrade and innovate due to inflexible applications and systems.
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Which of the following is your main concern about accommodating your next generation of employees?
1. Enabling access to corporate resources from personal/non-standard devices
15%
2. Increase use of cloud based tools and applications by employees 24%
3. Maintaining information security 45%
4. Our network’s ability to scale/adapt to changing volumes and profiles of traffic
16%
Audience Question?
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By a landslide, ‘maintaining information security’ was seen as the main concern for many organisations when hiring a new generation for the workplace. Gen Y’s reliance on social media, unauthorised apps and personal devices can pose a challenge to current policies governing IT, information access and security.
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Would you consider personal involvement in crowdsourcing/ funding to resource projects that are beneficial to your community but are not funded by your council:
1. I would give up my time 37.3%
2. I would provide funding 13.6%
3. I would do both 35.6%
4. I would do neither 13.6%
Audience Question?
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Responding to the idea of ‘Big Society’ and reduced government spending, the audience turned out to be surprisingly altruistic! 37% of voters would donate their time to projects that help their community, and over a third of the audience would give both time and money to a local cause.
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Which of the following do you think would have the biggest impact on improving employee engagement within your organisation?
1. Ability to work more flexibly 25%
2. Adoption of enterprise knowledge management/sharing tools 15%
3. Enabling collaboration through digital tools such as enterprise social media
7%
4. Real-time feedback from customers and colleagues on their performance 53%
Audience Question?
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With over 50% of the vote, the audience ranked ‘real-time
feedback’ for employees and from customers as the biggest
opportunity for engagement – a vote of confidence in a new way of
doing business, where conversations and innovation can
increasingly flow across the organisation rather than in siloed
management structures.
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Read more about this event on our Blog
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