Unlock the Untapped Potential of Student-Centricity
Are higher education institutions truly prioritizing the student experience? Surprisingly, many are falling short in adopting student-centricity as a core guiding principle. This oversight represents a significant opportunity to reshape mission goals, enhance accessibility, foster diversity and ensure financial sustainability.
Despite investing millions in building a strong academic brand and attracting prospective students, once admitted, many institutions neglect the student administrative lifecycle. Communication becomes sporadic, leaving admitted students and parents in the dark during the lengthy summer break. Course registration, housing, dining and student life details become opaque and navigating through disconnected systems becomes a frustrating norm.
This experience is just an introduction to the typical student experience, which has evolved into dysfunction based on a lack of understanding of student needs and expectations; siloed schools, operations and technologies; and administrators prioritizing their own interests over those of the students.
Transforming the Student Experience
From A&M's perspective, there are three primary levers to achieve excellence in student experience:
- Become a Student-Centric Institution: Prioritize the needs and expectations of students throughout their academic journey.
- Build a Digital Experience: Develop a consumerized, personalized, social and mobile digital experience, ensuring seamless access, self-service and collaboration.
- Establish Professionalized Service Operations: Create contact center-based service operations with the right people, processes and technologies to exceed student expectations.
None of this is easy, but it is all attainable. A&M's practitioners have pioneered transformational changes across a variety of institutions, regardless of size, location or financial standing. Our seasoned business leaders blend strategic expertise with strong dedication to designing effective solutions and ensuring successful execution.
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