PROBLEM
The Global Leadership Summit, hosted by The Global Leadership Network (GLN) hundreds of thousands of leaders attend this leadership conference via one of the 450 satellite sites in the US. The venue for the live broadcast has close to 20,000 attendees on site. The US event is then translated into 60+ languages and takes place in more than 123 countries..
Event registration impacted every department within the organization. There were four ways to register for the annual event; one for those attending a location within the United States regardless of their country of origin, a second for those traveling to the US from another country, a third for people attending an international satellite events and the fourth way to register was through custom forms managed by external partners.
The Event Operations team spent hundreds of hours manually reviewing and correcting erroneous submissions. Registrations for those traveling to the US from another country were managed by another team, International Operations, whose process was completely manual and done through emails and phone calls.
SOLUTION
Ensure conference attendees registered using the correct form by creating a single, dynamic form for everyone. This meant automating manual processes for internationals attending an event in the US. In addition to this a robust customer portal was needed to allow for: user accounts, event registration, automated notifications and account management tools.
PROCESS
A wholistic, big picture understanding was needed.
Existing registration process produced +2 million invalid customer records (every year for 25 years!!) bloating the database and skewing analytics.
In person event check-in required a new customer portal.
Project prioritization based on highest cost savings due to non-profit status.
OUTCOME
The work my team of eight did involved significant process improvements impacting physical locations, and IT infrastructure, in addition to automating both analog and digital processes. Streamlining internal processes improved the overall experience for staff across all departments (marketing, membership, registration, international, event operations, team support, IT operations, etc.) and positively contributed to the experience of conference attendees globally.
Improved tools and process took a year to complete and another to refine.
Initial rollout highlighted infrastructure issues for conference attendees.
Annual savings of $5,000,000.00
NOTE: Process and service design improvements still used today in 2022..
Strategic vision and planning, I organized and coordinated input from all departments within the organization, engaged with subject matter experts, facilitated workshops and arranged user interviews with customers and internal employees.
Managed a team of eight, I was also an individual contributor. We executed the on-time delivery of service design improvements which optimized internal operations and enhanced the customer journey.
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