ES. Can you share examples of successful events that have utilized Coconnex’s platform, highlighting their innovative adaptations to changing times?
Kaushik Sen. A retail show embraced the Coconnex platform for self-service stand re-booking and new sales, effectively meeting the surge in demand. This strategic move liberated the sales staff to concentrate on nurturing key accounts, as regular sales autonomously progressed. A mining exhibition seamlessly integrated the Coconnex platform to facilitate exhibitor onboarding through the Online Exhibitor Manual and Visitor Floor Plan. This transition liberated the team to prioritize on-site matters, allowing them to address real-time issues efficiently. Meanwhile, exhibitors managed the tracking and completion of mandatory information directly through the Coconnex Platform, streamlining the process and ensuring compliance effortlessly.
Amidst Covid restrictions, a telecommunications exhibition adapted swiftly by launching the Coconnex virtual exhibition, conference, and networking modules. These modules offered fully supported virtual booths equipped with live video and chat interactions, facilitated by the booth cockpit. Live networking opportunities were fostered through chat and video features, while conferences were seamlessly conducted via Zoom platform integration. This strategic move enabled our client to sustain the momentum of the show even amidst in-person restrictions. Following the success of the virtual exhibition, our client continued to leverage it as a virtual follow-up platform post the in-person event, effectively creating a new revenue stream.
ES. What trends do you see shaping the future of events, and how is Coconnex adapting its platform to meet these evolving needs?
Kaushik Sen. Sustainability Initiatives – With growing environmental concerns, there is a shift towards more sustainable practices in exhibitions. The Coconnex platform is already making strides in reducing paper usage and minimizing excess inventory, ultimately leading to a decrease in carbon emissions. The introduction of a generative 3D model configurator, supporting sustainable beMatrix technology, will further enhance our contributions to sustainability efforts on a larger scale.
Health and Safety Measures – While we anticipate the gradual easing of the pandemic, ensuring the well-being of event organizers and attendees will remain paramount. Coconnex is committed to maintaining its focus on health and safety, continuously evolving its exhibitor onboarding features to align with the latest best practices in this area.
Enhancing Flexible Spaces and Formats – With the evolving nature of exhibition spaces, versatility is key. Coconnex is poised to meet this demand by integrating features that facilitate generative floor plans and self-configurable 3D booths, leveraging advanced AI and plug-and-play 3D modelling techniques.
Accelerating Digital Transformation – The shift towards digitization within the exhibition industry is rapidly gaining momentum. To stay ahead of this trend, we’re committed to further refining our platform to foster increased engagement and empower exhibitors with self-management capabilities.
Data-Driven Insights – Exhibitions are entering a new era of intelligence, harnessing the power of data analytics to understand attendee behaviour, preferences, and engagement patterns. Coconnex stands at the forefront of this evolution, capturing comprehensive usage metrics within its platform to support sophisticated data analytics. These
insights enable organizers to identify trends, optimize the event experience, and empower exhibitors to measure ROI through detailed booth analytics.
Elevated Virtual Experiences – In the wake of the pandemic, hybrid events, seamlessly integrating in-person and virtual components, have become the new norm. Coconnex, with its robust virtual exhibition and conference module, emerges as a powerful solution to sustain engagement beyond the confines of physical events. By seamlessly extending in-person shows into virtual platforms, Coconnex ensures that exhibitors and attendees remain connected long after the event concludes, fostering lasting relationships and maximizing post-event opportunities.
ES. Many a times customers express dissatisfaction, how do you address their concerns and deal with unsatisfied customers.
Kaushik Sen. We place utmost importance on customer satisfaction, fostering trust through transparent, candid, and sincere communication. Our track record speaks volumes: with over 14 years of customer retention and an average tenure of 10 years, we’ve earned the loyalty of our clients. Their satisfaction with our services is evident in the referrals that consistently drive new business to us.
Throughout our journey, we have encountered and effectively resolved instances of customer dissatisfaction. Our key to success lies in swift communication and unwavering dedication until we have rectified any concerns and rebuilt trust. Over time, we have refined our approach, establishing a robust Service Level Agreement (SLA) and implementing a clear escalation matrix via a ticketing system to support our clientele.
Anticipation is key in addressing customer concerns preemptively, averting potential dissatisfaction before it arises. We continually evolve our systems, implementing tracking and reporting mechanisms for critical business disruptions. These systems automatically escalate issues to management, ensuring swift deployment of the necessary resources and tools to mitigate any risks.
Resolving escalations positively is paramount. We provide immediate workarounds, transparently communicate the root cause, and outline a plan for permanent solutions. Once implemented, we follow up to ensure the issue is fully resolved, maintaining our commitment to transparency and customer satisfaction throughout the process.
