Workforce Technology – The next piece of the puzzle
The global events industry has undergone a rapid evolution of personalisation in recent years, but for the most part this can all be attributed to the wider use of technology to enhance our understanding of end customers.
If we look back only 5 years, the use of technology and cellphones during live events was misunderstood and often put in the too hard basket: consider printed tickets, BCC emails with no first name, zero to limited customer support and the non existence of public wifi access. Nowadays, event organisers have come to embrace the seamless integration of technology with events, with one great rational: to personalise experience for the attendees. And in 2017 when the customer is in control more than ever, technology has become expected to expedite and enhance the customer journey to great success – and without it comes the risk of failure.
Although there have been quite a few, in my option the major tech milestones in the events industry over the past 5 years include:
- Online ticketing and digital participant sign-up delivered straight to your customer’s email or SMS inbox. Gone are the days of queuing for hours outside a ticketing venue, or arriving 4 hours early to register for an event. eTickets also have allowed quicker access to the venue for ticket holders and quicker access to funds for the organisers.
- The use of Customer Relationship Management (CRM) systems to boost ticket sales and track customer journeys. This process allows organisers to better satisfy attendees by understanding their needs and requirements. One key example is the NBA team the Charlotte Bobcats, who provide a tailored customer experience and subsequently drives ticket sales as a result: (Thanks to Sean Callanan for the article).
- The next major milestone is moving all aspects of staff and volunteer on boarding and management for events onto a fully integrated cloud management system – and starting to treat our workforce like customers as they deserve to be. That’s what we created at EWG Technology: a revolutionary platform to streamline rostering, screening, training and time sheets, for events of all shapes and sizes around the world. We know first hand what event organisers go through in rostering through outdated software like excel, google sheets, emails, manual time sheets and event briefing. How do we know? At EWG Talent We staff over 1,000 events each year with only two full time staff managers – that is why we developed Rosterfy and why we will continue to strive to become the best event workforce solutions business the industry has to offer.
To see for yourself how you can reduce stress, increase staff satisfaction and manage all aspects of staff for your next event (regardless of size), request a free demo here.