ASU Experience Center 10 year celebration 4

10 years, 10 million customers served by the ASU Experience Center

Jonathan Crowell

July 2, 2024

Ten years ago, Arizona State University’s (ASU) Enterprise Technology team embarked on a journey to revolutionize the way its community interacts with the institution. Fast forward to 2024 and the ASU Experience Center celebrates a decade of excellence and customer service and more than 10 million customers served across the ASU community.

Gigi Speaks, the Experience Center's director, has led and grown this team – starting out with about 30 staff members to a multifunctional team of over 150 agents and specialists. She and her team have been key drivers on this journey, ensuring the Center's technology, such as the Experience Center Chatbot, remains cutting-edge and adaptable to the ever-changing needs of those it serves.

This anniversary marks a chance to not only look back on the Center's accomplishments but also to think ahead to the possibilities that Speaks and her team look forward to.

The Center, which operates 24/7, 365 days a year offers a comprehensive range of call center services to ASU students, faculty, staff and the external community at large. These services are designed to support and enhance the student and faculty experience, and they include:

Consulting Services: Providing expert advice and solutions tailored to individual needs, helping students and staff navigate various challenges and opportunities

Knowledge Management: Offering resources and support for accessing and managing information efficiently, ensuring that students and faculty have the information they need at their fingertips.

Financial Management Services: Assisting with budgeting, financial planning, and navigating the complexities of university finances, making it easier to manage tuition, fees, and other financial matters.

General Information: Serving as a central hub for all university-related inquiries, providing accurate and timely information about campus resources, events, policies, and more.

IT Support: Offering technical assistance for all university-related technology needs, from troubleshooting software issues to setting up new devices, ensuring a smooth and productive digital experience.

Financial Aid Assistance: Guiding students through the financial aid process, from applying for scholarships and grants to understanding loan options, to help make education more accessible and affordable.

And much more. The Center’s goal is to provide a seamless and supportive environment where students, staff and faculty can thrive academically, personally, and professionally.

The call center also offers phone support for the Digital Equity Institute’s (DEI) mission with its Digital Navigators team. The Experience Center's Digital Navigators ensure that communities have access to continuous and comprehensive IT support, helping bridge the digital divide and fostering digital literacy and inclusion.

A mantra Speaks shares with her team is “lift up as you reach up,” a reminder and call to action to help others accomplish their goals while trying to accomplish one’s own.

"I always think of what we do here as helping students, staff, and faculty be successful in what they’re trying to accomplish," shared Speaks. "Our team has only grown exponentially due to an increase in enrollment numbers as well as the demand for the wide range of support services we provide."

The Experience Center Stretch Program offers a unique opportunity for its agents to gain work experience from other teams, offering them a broad range of new experiences and upskilling opportunities. Program participants often conclude their stretch assignment by transitioning into an entirely new role suited to their newfound experience and diverse talents. The program is an important pathway for Enterprise Technology’s modern workforce development.

April Rigler, the Experience Center’s manager of Performance Management, spoke about the positive impact her team has in supporting the ASU community and beyond.

"I’ve taken calls and listened in on several calls where students and brand new staff members, for example, don’t know exactly how to move forward," said Rigler. "For students, sometimes it’s that they’re having financial issues or a lack of motivation. For staff, it might be trouble getting their ID card or other issues. We help them feel like they belong, like they have somewhere to go, and know that they’re not alone."

Speaks and her team look forward to creating what she calls the “call center of the future.”

"Some things about getting through college or working here at ASU are already somewhat complicated enough," said Speaks. "I get excited about and look forward to figuring out how we can make things easier and smoother, like navigating financial aid, finding resources you need as faculty or staff, and so on."

The Experience Center has established itself as a vital contributor to the university's success. By fostering a culture of continuous innovation and prioritizing the needs of its diverse community, the Center has helped pave the way for a more streamlined ASU experience. The Center’s decade of positive transformation has been driven by its unwavering commitment to shaping a future-focused and ever-evolving university experience for years to come.