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Test slide (Hazel Lee)

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Long read

https://www2.deloitte.com/content/dam/Deloitte/nl/Documents/technology/deloitte-nl-paper-digital-transformation-of-customer-services.pdf

Short reads

https://www.inc.com/rebekah-iliff/5-customer-experience-trends-for-next-5-years.html

https://acquire.io/blog/customer-service-trends-2017/

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Do the trends ring true for you?

What do you agree with and what do you disagree with?

Where do we have evidence of this happening already in our institutions

What thinking, training and skills do we need to prepare ourselves? And what do our teams need?

How do our cultures need to evolve to support heading in this direction?

What are the obstacles, and how might they be overcome?

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Setting expectations for students and staff e.g. what should spaces be like

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Setting expectations for students and staff e.g. what should spaces be like

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Digital has to develop to become more sophisticated to continue to meet expectations

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Digital has to develop to become more sophisticated to continue to meet expectations

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Digital agenda and well being agenda need to be equal

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Digital agenda and well being agenda need to be equal

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Analytics are key to get value from apps and bots - need to know what is being asked to know where the gaps are

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Analytics are key to get value from apps and bots - need to know what is being asked to know where the gaps are

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Still a people service - well being and mental health agenda for uni

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Still a people service - well being and mental health agenda for uni

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Blurring of boundaries of what the library offers

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Blurring of boundaries of what the library offers

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Skills of staff threshold when to

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Once at uni need to promote library services to students - not sell services

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Once at uni need to promote library services to students - not sell services

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Research discovery companies are probably behind the curve with voice activation

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Research discovery companies are probably behind the curve with voice activation

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Library systems are not agile for search

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Library systems are not agile for search

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Where is my exam classroom

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Voice activated apps and bots - searching

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Voice activated apps and bots - searching

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Mobile devices - succinct info available on a mobile

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Mobile devices - succinct info available on a mobile

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Is it just us or are our users ok with it?

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Only partially developed not joint enough 'omn

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Only partially developed not joint enough 'omn

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Collaborative/competition

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Do we have the right tech
Springshare not innovati

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What should the content of an app be? Should it be something that changes on a regular basis?

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What should the content of an app be? Should it be something that changes on a regular basis?

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Self service channels offer customer convenience and efficiency, f2f channels offer depth and experience

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Self service channels offer customer convenience and efficiency, f2f channels offer depth and experience

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Q1 - Yes - Apps for everything makes it confusing

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Q1 - Yes - Apps for everything makes it confusing

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Physical book loans are down but enquiries remain constant

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Physical book loans are down but enquiries remain constant

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Manchester face 2 face still highest % of enquiries

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Manchester face 2 face still highest % of enquiries

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Students providing support service to other students in the library ' student assist'

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Students providing support service to other students in the library ' student assist'

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When answering student enquiries perhaps take the opportunity to promote other library services and resources. Don't always have the change to delve deeper eg when on a chat 

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When answering student enquiries perhaps take the opportunity to promote other library services and resources. Don't always have the change to delve deeper eg when on a chat 

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Take risks and encourage colleagues to take risks to initiate innovation

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Take risks and encourage colleagues to take risks to initiate innovation