Understanding your customer at a practical level

Apr 18
Author:Drew McCoy
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Understanding your customer is one of the key drivers at this years University IT Service Strategy & Challenges conference. Let’s unpack what that means, and how we intend to address it!

Experience. Be it of the customer, user or student variety. They’re more than just buzzwords, they reflect a core focus of higher education institutions across Australia. The IT Service function across universities plays a critical role in enabling the strategic functions of the facility.

It doesn’t take a crystal ball to see that IT Service functions within universities are expected to deliver more comprehensive and effective solutions with increasingly less funding. Quite simply, universities that are able to cost-effectively deliver innovative solutions to customer problems will enjoy a distinct competitive advantage.

But how do you get to that point? And what does this mean on the ground?

It doesn’t matter if we’re talking simple service desk functions such as password resets, or the complicated variety of specialised or highly technical requirements. One of the most critical paradigm shifts is in changing the orientation away from the technical, towards the needs of the end user. Doing so, of course, is a precarious alignment of a lot of different factors including systems, processes, people, culture and training.

We’ve gathered examples of these projects and initiatives from that really delve beyond the glamour of a shiny new program, into the nuts and bolts of how/why it was implemented, problems faced and lessons learned.

Hayley Grey – Has been a driving force in fostering a positive and strong culture amongst the different business units and functions IT Service at Deakin.

Nathan Frisk from the University of Adelaide will be discussing how they remodelled their service based on the end-user requirement.

Russell Murphy from ServiceNSW is back and this time running a highly interactive workshop in which he communicates the lessons learned from a total culture overhaul and implementation of omnichannel.

Jenni Biscan, Luke Shaw and Jonathan Pike will be respectively representing Western Sydney, Newcastle and Melbourne Universities to discuss: staff training, knowledge capturing and other operational how to’s.

And of course You. This is not a space that lends itself to pure plenary discussions delivered from the enlightened. Everyone is learning. The University IT Service Strategy & Challenges conference will be featuring several out of sector case studies, and far more interactive discussion and debate than ever before.

Click here to see the full program.  


Submitted by Drew McCoy

Drew McCoy

Drew is a Conference Producer at Criterion.

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