1. Kcom Age of Engagement Event
BT Tower, December 2013
Live Audience Polling Results
2. The following slides outline the results of live polling 70 attendees
during Kcom’s Age of Engagement event in December 2013
3. Audience Question
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%
4. Ensuring employees are well-informed was seen as the top
priority to deliver the perfect customer experience, with a multichannel contact strategy a close second!
5. Audience Question?
What is the biggest challenge you face in delivering a great customer
experience?
1. Inflexibility of legacy systems holding you back
26%
2. Balancing affordability with customer expectations
39%
3. Dealing with increased complexity and diversity of demand
19%
4. Ability to differentiate your customer experience
16%
6. 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.
7. Audience Question?
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%
8. 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.
9. Audience Question?
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%
10. 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.
11. Audience Question?
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%
12. 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.
13. Read more about this event on our Blog
Click for
highlights
here
