Kcom Age of Engagement Event BT Tower, December 2013

Live Audience Polling Results

The following slides outline the results of live polling 70 attendees during Kcom’s Age of Engagement event in December 2013

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

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!

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?

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.

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?

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.

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?

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.

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?

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.

Read more about this event on our Blog

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