Innovation in Conference Services (presented in Macau at CEFCO | January 2017)

INNOVATION IN CONFERENCE SERVICES

BRUNO SIMÕES, CPM13TH CHINA EXPO FORUM FOR INTERNATIONAL COOPERATION

13 JANUARY 2017

GIVE A MAN A FISH AND YOU FEED HIM FOR A DAY

TEACH A MAN TO FISH AND YOU FEED HIM FOR A LIFETIME

YOUR SPEAKER

EDUCATION: MASTER IN BUSINESS

ADMINISTRATIONMBA IN MARKETING

CMP – CERTIFIED MEETING PROFESSIONAL

CIS – CERTIFIED INCENTIVE SPECIALIST

EXPERIENCE:22 YEARS IN MICE INDUSTRY, 16

YEARS IN MACAUWORKED FOR GOVERNMENT –

MEETINGS, BUSINESS DELEGATIONS, OFFICIAL EVENTS…CO-OWNER OF TWO COMPANIES

IN MACAU

OTHER BUSINESS:

BOARD MEMBER @ SITE CHINA CHAPTER

SECRETARY @ MISE – MACAU MEETINGS,

INCENTIVES AND SPECIAL EVENTS ASSOCIATION

BOARD MEMBER @ SKAL INTERNATIONAL MACAU

CLUBlinkedin.com/in/bsimoes

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“INNOVATION IN CONFERENCE SERVICES”

GET INSPIRATION FROM

1. DELEGATE EXPERIENCE

2. TRENDS IN EVENT DESIGN

3. TRENDS IN ENGAGEMENT TECHNOLOGY

1. DELEGATE “EXPERIENCE” DIFFERENCE WITH “CUSTOMER SERVICE”

EVENTS OF THE PAST PROVISION OF CUSTOMER SERVICE GOOD SERVICEFLAWLESS

EVENTS TODAYIT IS THE DELIVERY OF “EXPERIENCES”; THE ADDED VALUE, MEMORIES AND EMOTIONS THAT MATTERHOW ARE YOU GOING TO EXCITE

YOUR GUESTS TO CREATE EMOTIONS AND MEMORIES?

1. DELEGATE EXPERIENCE HOW IMPORTANT IS COMMUNICATION?

CONVENTIONAL COMMUNICATION• EMAIL• SMS• PAPER• SIGNAGE• TRADITIONAL MEDIA• UNIFORMS…

NEW COMMUNICATION• SOCIAL MEDIA – WECHAT,

FACEBOOK• APPS• RATINGS AND COMMENTS –

TRIPADVISOR • VIDEO CHANNELS – WHAT

HAPPENED TO PHOTOS?• VIRTUAL REALITY – BEFORE

YOU EXPERIENCE…

1. DELEGATE EXPERIENCE WHO IS YOUR CUSTOMER?

YOUR “CUSTOMERS” CONFERENCE ATTENDEES, SUPPLIERS, YOUR INTERNAL

COLLEAGUES OR EVEN YOUR BOSS! YOU HAVE TO SATISFY MANY DIFFERENT

PEOPLE, AND INCREASINGLY, PEOPLE THAT ARE NOT LIKE YOU.

YOUR CUSTOMER IS DIFFERENT FROM YOU!

WHAT DO YOUR DELEGATES EXPECT?WHAT DO YOUR DELEGATES WANT?AND THE CULTURAL DIFFERENCES?

AND INDUSTRY DIFFERENCES?

1. DELEGATE EXPERIENCE WHO IS YOUR CUSTOMER?

HOW DO YOU KNOW WHAT YOUR DELEGATES AND PROSPECTS PREFER, WANT AND NEED?

UNDERSTANDING YOUR DELEGATE EXPERIENCE

YOUR COMPETITORS:

• WHO ARE YOUR COMPETITORS?

• WHAT DO YOU DO BETTER THAN YOUR COMPETITORS?

• WHAT DO THEY DO BETTER THAN YOU?

UNDERSTAND CURRENT PERFORMANCE:

• SEE THE BIG PICTURE – THE CUSTOMER END-TO-END EXPERIENCE

• SURVEYS / QUESTIONNAIRES ARE NOT ENOUGH

• LISTEN TO CUSTOMERS, EMPLOYEES AND MANAGEMENT

1. DELEGATE EXPERIENCE WHO IS YOUR CUSTOMER?

ENGAGE THE FRONT LINETOP DOWN AND BOTTOM UP TAKE (MANY) NOTES ON SPOT

FOCUS GROUPS / OPEN TALKS WITH CUSTOMERS

BECOME A LEADERREDESIGNING THE EXPERIENCE

1. DELEGATE EXPERIENCE WHO IS YOUR CUSTOMER?

2. TRENDS IN EVENT DESIGNSENSE OF PLACE

HOME MEETS EVENT

THE BEST EVENT DESIGNS PLAY INTO OUR DEAR SENSE OF

BELONGING.

LOYALTY CAN BE ACHIEVED FROM PARTICIPANTS BY CATERING TO THIS

SENSE OF BEING AT “HOME”.

CATERING TO THIS SENSE OF BEING AT “HOME”.

2. TRENDS IN EVENT DESIGNTIME SHIFTING

EVENTS CAN MAKE HISTORY

TIME TRAVEL ALWAYS MAKES FOR GREAT EVENT DESIGN.

DO FLASHBACKS (AND FORWARD) TO ENABLE PARTICIPANTS TO

ENVISION THE FUTURE STATE OF THEIR ORGANISATION

FLASHBACKS…1957 – FIRST CANTOON FAIR

2. TRENDS IN EVENT DESIGNHUMAN SCALE

BEING ABLE TO KEEP YOUR SCALE HUMAN AND THE EXPERIENCES

REAL, WHATEVER YOUR EVENT SIZE,

WILL DETERMINE WHETHER YOU ARE THE RISING STAR OR THE

ENDANGERED SPECIES OF EVENTS.

DO YOU KNOW?

2. TRENDS IN EVENT DESIGNTELL NO ONE!

SECRETS ARE THE MAGIC INGREDIENT THAT CAN CATAPULT IMAGINARY WORLDS

ONLY SEEN IN FILM SETS, INTO EVENT REALITY.

AN INVITATION TO PERSONALLY LEAP BACK 100 YEARS INTO MACAU’S

FIRECRACKERS INDUSTRY

100 YEARS INTO MACAU’S FIRECRACKERS INDUSTRY

3. TRENDS IN ENGAGEMENT TECHNOLOGY

EVENTS OF THE PAST

EVENTS TODAY

3. TRENDS IN ENGAGEMENT TECHNOLOGYMATCHMAKING

THE VERY DEFINITION OF ENGAGEMENT ASSUMES CONNECTION

AND CO-CREATION AMONG ATTENDEES.

CONNECTING ATTENDEESSEEMS TO BE THE STRUGGLE OF MOST

EVENT PROFESSIONALS.

3. TRENDS IN ENGAGEMENT TECHNOLOGYSPARE ME THE DOWNLOAD

“I WOULD NOT LIKE TO DOWNLOAD AN APP THAT IS USED FOR 1

DAY ONLY AND HAS NO USE THEREAFTER”

APPS THAT OFFER LONGER TERM ENGAGEMENT OPTIONS AS WELL

AS A CLEAR PRE-, DURING-, POST- EVENT SUITE OF TOOLS ARE THE

ONES THAT NEED TO BE FAVOURED.

3. TRENDS IN ENGAGEMENT TECHNOLOGYTIGHTER INTEGRATION

“THIS IS THE THE NUMBER ONE COMPLAINT FROM EVENT PROFESSIONALS”

INTEGRATION IS SIMPLY NOT THERE. IT IS SOMETIMES PROMISED,

BUT RARELY DELIVERED. EVENT PROFESSIONALS NEED TO ASK

MORE OF EVENTTECH PROVIDERS.

3. TRENDS IN ENGAGEMENT TECHNOLOGYTIGHTER INTEGRATION

3. TRENDS IN ENGAGEMENT TECHNOLOGYPRE-EVENT ENGAGEMENT

“ONE OF THE MOST COMMON MISTAKES IS THE LACK OF PRE-EVENT BUZZ.”

MAKING SURE THAT ATTENDEES ARE INFORMED

AND ENGAGED BEFORE THE EVENT IS KEY TO SECURING HIGHER

LEVELS OF ENGAGEMENT DURING THE EVENT.

3. TRENDS IN ENGAGEMENT TECHNOLOGYPRE-EVENT ENGAGEMENT

“ONE OF THE MOST COMMON MISTAKES IS THE LACK OF PRE-EVENT BUZZ.”

MAKING SURE THAT ATTENDEES ARE INFORMED

AND ENGAGED BEFORE THE EVENT IS KEY TO SECURING HIGHER

LEVELS OF ENGAGEMENT DURING THE EVENT.

THANK YOU!

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