A company helping Tottenham Hotspur to create one of the most technologically advanced stadiums in the world has outlined the need for speed.
The 62,000-capacity stadium in North London is planned to open in August 2018 in time for the new Premier League season. It will also be designed to cater for a range of other events such as NFL and concerts.
Gary Gould, Mitel’s marketing director for UK, Ireland, South Africa and Middle East, says event attendees expect a fast-response experience that lasts for longer than just the event itself.
“The expectation now is to have a great experience from the morning of the event itself to the day after,” he told BusinessCloud.
“It’s important to have the information at your fingertips. The days of buying a ticket then turning up on the night of a football match has gone.
“People are looking at a more all-rounded experience. If they’re attending a concert they want to make sure it’s on, for example.
“I would expect to have a text message from the venue to say the event’s cancelled yet that still doesn’t happen.
“If I wanted to buy a t-shirt or programme it should be there waiting for me and all I have to do is collect it and to use Apple Pay to do it.
“It’s all available now in terms of things like match alerts and texts, but they’re still not being deployed day-to-day for most entertainment experiences.”
Mitel’s platform will support customer service functions for the club’s fans and says it is vital for companies to respond to customer issues rapidly.
“The tech to provide good customer service has always been there,” Gould said. “What’s changed around the level of customer centricity is that it’s all about fast response times, which usually result in fast resolutions.
“It’s becoming more and more the norm, almost an expectation, that they have a fast answer to something.
“If companies can do that they can shore up the potential ability to surprise and delight customers and that’s what will result in market leadership.
“You see that as an essential component now – speed is the new currency.”
The Mitel unified communications platform will enable employees to work from anywhere using a mobile device to seamlessly connect, collaborate and engage with each other.