‘Customer trust a top priority for 70% of AV professionals’

Nearly three quarters of AV professionals (70%) regard improving customer trust as their top priority when selecting new collaboration and communication technology, according to research by Kinly.

The Trusted Connections 2023 study – which surveyed 150 AV professionals working across the UK’s banking, finance, healthcare, energy and public sectors – also revealed that 44% of AV professionals believe that the right communications technology will ‘make or break’ a customer’s experience.

For organisations working in ‘high-trust’ sectors, ensuring positive, easy communications with internal and external stakeholders is crucial for maintaining trust. Nearly half (41%) of those surveyed said their choice of tech is a ‘vital part’ in securing customer trust, while 46% believe communications tech is also ‘vital’ for building employee trust.

The research also found that many organisations are concerned about the quality of their tech. Nearly three quarters (73%) of AV professionals believe their comms workflows still have ‘room for improvement’ when it comes to interoperability, while 64% feel their workflows could be more efficient.

Kinly’s UK region managing director, Taj Ghere said: “All too often, businesses see AV as just about productivity and efficiency – but it’s so much more than that. The tools we use to communicate can seriously impact a customer’s long-term trust in an organisation.

“For high-trust sectors such as healthcare, law or banking – those dealing in sensitive and personal information – workflows and AV technologies are an essential part of building and maintaining customer trust. For these industries, it’s not enough to simply install your typical AV tech. Combined, bespoke and customised solutions are required.

“That’s why it’s so important for these sectors to work with specialist AV partners, which can guide them to the right mix of technology for better interoperability, improved efficiency and, most importantly, trust.”

To download a copy of the report, click here.