How To Manage the Full Life Cycle of the Client Experience - AvNetwork.com

How To Manage the Full Life Cycle of the Client Experience

Author:
Publish date:

An Interview with Scott Walker, president and founding principal, Waveguide

For far too long, AV projects were too episodic, meaning that instead of becoming a global solution applied around the world, consultants were working on a project-by-project basis. “Nothing really worked together,” said Scott Walker, president and founding principal at Waveguide Consulting. “What we do with our clients is work with them to get our arms around a global master plan for AV communications technologies, and part of that plan is to not only talk about technology, but also facilities and the infrastructure they rely on.”

But even with those considerations, Walker emphasized the importance of looking at the big picture, hiring an integrator that can make sure the technology is the same in every office across the globe. The goal is to avoid having multiple solutions that may not be compatible in different offices. “The future of our industry is to be much more like IT in corporations and government entities, and corporations tend to think of IT as a universal strategy. These are things that are coming to AV for the more advanced customer,” Walker added.

Up-front planning is another key component to making sure the client receives the best experience. “We’ve seen that a bit of planning up front can save money long term for the client. There’s an awful lot of duplication, and we can minimize this by blowing out our global standards. We provide master planning services, and we provide very detailed systems and commissioning,” Walker said.

“Why this is so important in 2015 is that AV has long become mission critical. If our clients aren’t global, we have to work more strategically to communicate that with our customers and clients.”

Kelleigh Welch is managing editor of SCN. Follow her on Twitter @KelleighWelch

Related

The Process is the Experience

Communication and accountability are often the culprits of a poorly executed project. While taking care of clients’ needs and delivering truly inspiring systems is a must in order to win, doing so at a profit is necessary to continue to be in business creating those experiences and enriching people’s lives. Having a structured project management process, and sticking to it, will save headaches and lost profits, and it doesn’t take much more effort than you’re probably putting forth already.

How To Eat at InfoComm 2012 if You’re Not a High Roller

It’s an even year, so you know what that means... InfoComm in Las Vegas! I enjoy InfoComm in Las Vegas, but there’s no denying that the city is carefully engineered to suck every last dollar out of visitor’s pockets. That involves all aspects of your visit, not just gambling, but also dining. Las Vegas is no longer synonymous with $1.99 steak dinners; it’s a luxury dining destination with more Michelin stars, celebrity chefs, and cuisines than any other 4 mile stretch on the planet.

Flat Panel vs. Projector: Which Works Best for Your Client?

Our job as AV integrators is to know when a client should use a flat panel or when they should use a projector. Clients come to us for our expertise. We listen to their needs and create the most effective integrated AV solution specific to their business. When it comes to the decision of flat panel or projector, there are many factors to consider.

How Compliant Products Stay Compliant

Many AV Technology readers are IT professionals, many of whom work in the higher education sector. With that in mind, the following story will not comprise just another recitation on the importance of network security in education; that movie has been around so long that even Netflix dropped it. Rather, this story is about how a relatively small school within a big university is adapting to the necessary hardening process.

Image placeholder title

Looking Forward to 2016

As the New Year approaches, we tend to take the time to reflect on the past 12 months—what we accomplished, what we hope to accomplish in the future. In the AV world, we’ve seen some technologies and applications flourish, with big buzzwords like collaboration, 4K, AV over IP, huddle room, the Cloud, etc. popping up left and right. Over at Tekvox, CEO Jim Reinhardt had some observations about what worked in 2015, and where the industry is headed.