Customer Experience is IT
October 27th, 2010
By John Bishop
It's almost here! IT Martini Hour 14 is coming up Thursday, October 28th at Anatomy - and YOUR IT Community's senior leadership is taking a deep dive into technology's influence on the customer exeperience.
Over the last few weeks, IT Martini captured your feedback about this topic with a few basic questions. The first one is about the most successful ways technology influences the customer experience.
Many responses correlated using technology for a positive customer experience to user interface & experience design - one in particular noted that 'Improvements in look, feel, and ease of use are all results of focusing on the customer experience'. Others described the benefits of an integrated, simple customer experience, as noted in the straight-forward comment, 'Seamless orders, billing, and shipping.'
The next question discussed the organizational benefits of focusing on the customer experience. One answer provided a strategic insight into the critical focus of the financial services industry, "As a financial institution, our relationship with our customers is paramount, and we are always looking to enhance the customer experience."
Other comments were highly practical, and proactive, "Absolutely. I pride myself on first feeling the customer's pain points to better resolve it." And several identified security concerns going away as the result of providing a better customer experience, "Security benefits exist by making it [the experience] seamless and integrated."
The last question asked about IT Pros - and how they can drive technology solutions to provide better customer experience. One response pointed out a market leader in the customer experience space, and asked some intriguing questions, "Mimic the Apple user product experience. Did you ever need to read a User Manual? As a user, did you ever need to Google a problem with an Apple product? Ask yourself, 'Why is that?'"
A one word answer summed up this question, and many others like it: "Listen." More advice about practical ways of driving a better customer experience included, "Ask for constant feedback, and don't be afraid to show something that isn't finished. Hire professional designers and UX experts."
These questions, and many more, are going to be addressed at the IT Martini Hour 14: Tech or Treat Panel Discussion starting at 6:00pm upstairs at Anatomy. Hosted by CDI IT Solutions and Kevin Dacey, four great senior leaders from the Cleveland IT Community are sounding off:
Michael Kubit is the Director of Customer Service and Support at Case Western Reserve University. His role is to direct the activities of a customer service team charged with supporting and communicating with the University community regarding a broad range of technology related customer needs - including desktop and server support services, network support services, telephony support services, technology standards and acting as an interface between campus customers and technology providers.
Michael completed his Bachelor of Science degree in Electrical Engineering from Cleveland State University and an MBA with a concentration in Organizational Behavior from the Weatherhead School of Management.
Wayne Barry joined Cliffs Natural Resources in December of 2006 as Manager of Web Services. In his current role he is responsible for the technologies that support enterprise content management, collaboration, corporate communications, and knowledge management. His prior employers include The MetroHealth System, Progressive Insurance, and The University of Western Ontario.
Curt Herge's career has focused on leading the planning, design, implementation and use of complex information systems to enable and support the strategic evolution of business organizations, products, markets and management processes. He is a Certified Outsourcing Professional (COP), and by APICS in Production and Inventory Management (CPIM).
Tom Johnston has 30 years of experience in the IT field, the last 21 at Applied Industrial Technologies in Cleveland. His experience ranges from computer operations, programming and application development to his current position of Director of IT Governance.
Tom has a Master’s degree in International Management and a Bachelor’s degree in Business Management. He holds technical certifications in IT Audit, IT Security Management, IT Governance, IT Risk Management and Project Management.
Of course, these panelists wouldn't be able to present their thoughts without IT Martini events, supported by Top Shelf Sponsors like Cynergies. Bring your questions, thoughts, and feedback to IT Martini Hour 14: Tech or Treat, taking place this Thursday, October 28th at Anatomy in Cleveland's Warehouse District.
John Bishop
