From Glitches to Greatness: How Event Technology Shapes Customer Experience

In the complex ecosystem of event management, event technology plays a pivotal role that often goes unnoticed by attendees yet is crucial to the success of any event. This team is responsible for the seamless integration and operation of technology, ensuring that every aspect of the event unfolds without a hitch. Their expertise spans across sound, lighting, video production, IT support, and more, making them the unsung heroes of event planning and execution.

We are delighted to engage with one of our events tech divisions - ACCUCAP, a subsidiary of Aavii Worldwide, Mr. Daniel Woon, in a discussion about Customer Experience through the eyes of a technical person.

How would you describe your experience in terms of event tech’s ability to anticipate and meet stakeholder’s need and expectations?

Daniel: In my opinion, our team is exceptional in both anticipating and addressing client requirements. During an event, our team always on constant alert, monitoring systems and ready to troubleshoot any issues. Thanks to their readiness and quick response, the issue usually resolved within seconds, barely noticeable by the audience, allowing the event to continue smoothly without significant disruption. So yes, I do think we met the clients’ expectations because they often expressed how they were impressed by the technical team's ability to foresee potential problems and their efficiency in resolving them swiftly.

Have you experienced any recurring problems with the technical equipment’s, and how effectively were these addressed by our technical support?

Daniel: I would be lying if I say we didn’t experience any issues with the technical glitch at an event. Once, we experienced a power shut down during an event. For big scale events we usually use 3 phase power from hotel distribution box (DB). So, during the power was down we checked on our sub DB as well as the cables, and figured out the cable on the extension was loose. We did the troubleshooting then ran the power usage again. Thankfully, the power resumed and the event went smoothly. The key here is first - don’t panic, remain calm and figure out the solution.

To what extent does the event tech follow up with the clients after resolving an issue to ensure their continued satisfaction and understanding?

Daniel: Usually after we did a troubleshooting, the event tech follows up with clients to ensure they’re well-informed about the situation. We explained to them how we solved the problem and we let them know what our next move is if similar issue occurred.

How well does the event tech communicate with the client regarding updates, changes, or when resolving issues?

Daniel: Our event tech work closely with our client once the event is confirmed. We will get together for a meeting and do a site recce to ensure the equipment are sufficient for the event. We also keep up with the updates and communicate diligently with the person in charge, to guarantee no interruption on the event’s day.

Lastly, how do you rate your event tech team in terms of managing the customer’s journey?

Daniel: I would say I’m very satisfied with my team when it comes to managing the customer’s journey because they’re quick-witted and each individual understands their role and tasks. Also, based on the survey from the client, they often rated us full marks and I think that says something about their experience with us.

Aavii is a fully integrated Meetings, Conferences, & Incentive Travel company with 20 years experience in crafting meeting themes to elevate audience engagement globally. Our subsidiaries, Apxara Travel & Events is a partner of Global Event Agency, BCD Meetings & Events based in Chicago, Illinois, USA whilst Accucap owns a full range of events technology & content development agency.