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CX at Alliance 2021

By Arfaa Mujeeb posted 04-02-2021 12:18 PM

  
Hopefully by now you all have had the chance to clean out your inbox with the HEUG Alliance reminder emails that we all got bombarded with. If you were like me, juggling between work and attending the conference at the same time, you may have had a moment where you wished you could just pause the presentation for a minute. And if you were really like me, you would have unconsciously tried to do just that! Below are the links to download the CX presentations that you may have missed, or half missed, or to re-watch at your own convenience.

The CX track this year was especially intriguing. There was an amazing diversity of presentations, from the stories of system implementations, to creating CX business principles and processes, and the great topic of core focus on user experiences and user engagement. Check out this excellent presentation by John Sauceda from Moody Bible University which talks about some performance areas required to achieve excellence in customer experience. Customer Experience: Why Higher Ed Institutions Should Care.
For Implementation projects, check out the hard work put in by University of South Australia for their implementation as they presented Student Engagement in the Cloud: Migrating from PeopleSoft CRM to Oracle CX Cloud by James Imgraben.  And also check out a fast paced and robust project implemented during this pandemic, by Amsterdam University of Applied Sciences, to keep the level of service the same for their students while working from home: Implementing a chatbot within 6 weeks from the comfort of your own home by Janneke de Kam.

If you are facing the challenge of balancing your business processes with people and technology, this Salesforce implementation can help you understand that you are not alone and not everything is clear cut. Check out the “Nailed it” version of what they were trying to make and what they made, but thankfully the sky cleared up for their team.  Salesforce at Stanford; Managing Campus Interactions.

Just to reiterate, this is what HEUG-CX is all about, different elements under the realm of CX, not just a CRM technology system.
Feel free to download all the presentations and let us know which ones were your favorite.

Implementing a chatbot within 6 weeks from the comfort of your own home, by Janneke de Kam - Amsterdam University of Applied Sciences

Power Apps Platform and Microsoft Dynamics: Case Study in Co-Creation, by Bridget Mathie - University of New South Wales

Student Engagement in the Cloud: Migrating from PeopleSoft CRM to Oracle CX Cloud by James Imgraben - University of South Australia

Maintaining Communication with Students and Disseminating Important Information, by Delane Swank - Los Rios Community College District

Identifying Students at Risk, by Daniel Chalker - University of Southern Queensland

Customer Experience: Why Higher Ed Institutions Should Care, by John Sauceda - Moody Bible Institute

Preparing and progressing student success, by Máirtín (Marty) Antaine Mag Uidhir - University of Newcastle

Salesforce at Stanford; Managing Campus Interactions, by Kristin Gaeta - Stanford University

Modernizing Higher Education with Enterprise Relationship Management, by Evelyn Stein - Washington University
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