Tell us first what is your role in evenTwo
Well, I’m the Customer Service Manager, which may sound a little fancy but it’s actually pretty simple: I’m in charge of coordinating the company’s technical support service. We work hard so that at the end of the day clients are satisfied with our work. Especially, that they treat us as just another part of their team.
You arrived at a difficult time for the sector. What do you think made you a good fit at the moment?
They needed a person who quickly understood customer needs and could provide answers to them. I guess the more 20 plus years in events organization had a little to do in the selection process. In addition, for almost five years I was the head of technology in a communication and event organization agency, so I knew very well the ins and outs of the products that evenTwo offers.
To what extent is customer service key in the MICE sector?
For some time the client has not been the center of our attention. Many of us experienced the boom of the sector between the end of the last century and the beginning of this one, and companies focused more on budgets. As I’ve already said, I believe that the most essential thing is to become a team with the client, not a mere transcriber of what they ask us. We know the sector well and the things that work or not, we love to advise.
Do you think that good service is even more appreciated in this new context of virtual and hybrid events?
I hope I don’t repeat myself too much (laughs), but the fact is that we would like it to be valued a little more. If someone asks me “I want you to do this like this”, but we see it differently, we are going to comment on it, with its pros and cons, but if our solution does not convince you, we will do it as we’re told. Unfortunately, in many cases, we have this feeling of preaching in the desert. Virtual and hybrid events have a new format that is difficult for all of us to understand, but we must help each other in this learning process.