Fast Five with Jarad Lam

As we edge towards the halfway line of 2023, technology continues to be a major driver in the pursuit of customer experience excellence.

Gracing the Fast Five stage this month is Jonas Leisure technical expert and customer service extraordinaire Jarad Lam. We caught up with him to find out why he thinks offering quality customer service is more crucial than ever, get his take on the pros and cons of AI as a customer service tool, and hear what he’ll be getting up to for fun over the winter months.

What is your role at Jonas Leisure and what do you do on a daily basis?

I’m a Senior Technical Specialist whose day-to-day role involves handling escalated issues as third level support. I also help internal and external clients with technical concerns regarding application platforms.

How important is it to have access to responsive and helpful customer support?

I really enjoy working with our customer base and encountering new things. Our customers work in the leisure industry and are very people focussed, so they rightfully expect quality customer service. We are very aware that providing excellent service to our customers plays an important part in ensuring they are able to do the same for their customers.

What are some of the key ways technology can make delighting customers easier for leisure centres?

Convenience: technology makes the user experience more seamless and helps make leisure centres more accessible.

Improved quality of services: technology gives leisure centres the ability to provide more services to customers, making using leisure centre facilities a more appealing and enjoyable experience.

What are you most excited about when it comes to the potential technology has for making recreation and leisure even more enjoyable?

New technology is often disruptive, and AI-driven technologies are no exception. It’s going to be interesting to see how they are leveraged within our space.

Our industry is people driven and I can see how AI can offer a lot of benefits for our customers, but I would like this to be tempered with consideration for how disruptive it could be for people employed in our industry.

Winter is coming up. What are your personal recreation go-tos during the cooler months?

Keeping up with my passion for art, catching up on my reading list, playing board games with friends and not giving up on my exercise routine!