Driving technologies and empowered teams
Conference Date
12th & 13th February 2019
Location
The Grace Hotel, Sydney
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Agenda

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Day 1 - Tuesday 12th February, 2019

8:20
Registration, coffee & networking
8:50
Welcome remarks from the Chair
Fiona Keough
Chief Executive Officer
Auscontact Association
Improving customer service using a customer experience mindset
9:00
KEYNOTE: Understanding and meeting the needs of citizens through good delivery
  • Understanding what matters most to citizens to better plan and deliver
  • Using data, routines, fieldwork effectively to solve problems and deliver
  • The way forward – bridging the gaps between services and citizen expectations
Glenn King
Deputy Secretary Customer, Behavioural Insights and Delivery Unit & NSW Customer Service Commissioner
NSW Department of Premier & Cabinet
9:40
Determining a customer experience strategy compatible with government agencies’ perpetual journey to provide cost-effective services
  • How to meet growing citizen expectations with an organisation wide customer focus
  • How improvements to citizen experience need not come at a heavy cost to operating expenditures or in the form of large capital investment
  • Best practice case studies of journey maps and voice of customer programs delivering significant savings to government services
Sean Greig
Director
Strativity Group
10:10
SPEED NETWORKING

In this interactive session you will have the opportunity to meet delegates in short 2-minute bursts and set up valuable conversations for the rest of the event

10:30
Morning tea & networking
11:00
Resetting and re-imaging government service delivery for the 21st century
  • AI and the public service – what might be possible?
  • How IP Australia has significantly improved its customer strategy by leveraging cognitive computing
  • Changing the mindset to become agile and intuitive – redefining new ways of working and bringing new skills to government
Craig Stokes
Director of Digital Services, Innovation and Technology
IP Australia
11:40
Governance: the secret sauce for CX success in government
  • Governance is the secret sauce for CX success in government
  • Key ingredients include policy, practices, and people
  • Learn tips and techniques for creating the right recipe for your agency
Stephanie Thum, CCXP
Chief Advisor, Federal Customer Experience (US)
Qualtrics
12:10
Networking lunch
1:10
INTERNATIONAL CASE STUDY: Instilling a CX culture in Government: a story of transformation

This session will cover the failures and successes, with some tips along the way for organisations looking to build their own ability to connect with customers, understand customer journeys, develop insights and deliver amazing experiences.

Wendy Beban
Head of Digital and Transformation
Auckland City Council
Establishing a culture of service excellence
1:50
PANEL DISCUSSION: Leading the transformation to an agile, customer-oriented organisation
  • Getting the service excellence model right – what are the common traits in award-winning leaders?
  • Developing agility in a legacy workforce by redefining how the organisation views itself
  • Understanding ‘Cultural Capital’ and why it is everything
Shane Douglas
Manager Customer Service
Whitsunday Regional Council
Anouche Newman
Chief Executive Officer
Customer Service Institute of Australia
2:30
Afternoon tea & networking
3:00
Ability Links NSW: a case study on how to create a public service with high economic & social benefit relative to program costs
  • No ‘one-size-fits-all’ – developing an innovative business model to deliver an accessible and inclusive public service
  • The keys to achieving a benefit-cost ratio of 3.0 for a public service program
  • Going beyond the NPS – measuring the social return on investment
  • Developing an organisation-aligned vision for community customer service
Joan Feeney
Senior Project Officer
Ability Links NSW
3:40
PANEL DISCUSSION: Managing as one team – how to maintain customer service delivery consistent during agency restructures and council mergers
  • Are organisational integrations more complex for government?
  • How to create a culture of engagement when merging teams collide?
  • How to maintain business as usual from ‘day one’ of new organisations?
Helen Lever
General Manager, Customer and Corporate
Northern Beaches Council
Antoinette Holt
Corporate Development Manager
City of Canterbury Bankstown
4:20
Closing remarks from the Chair & close of Day One

Day 2 - Wednesday 13th February, 2019

8:20
Welcome, coffee & networking
8:50
Welcome remarks from the Chair
Fiona Keough
Chief Executive Officer
Auscontact Association
Meeting the service expectations of the connected citizen
9:00
KEYNOTE: The state of customer experience in Government
  • Why customer experience has become a top strategic imperative for all public services
  • What are the key drivers that impact the quality of federal, state and local government CX?
  • How to prepare public services to lead the customer experience cross-functionally at all touch-points
Vikram Sehgal
VP, Analytics Strategy, APAC
Forrester
9:40
Reinventing traditional customer service to deliver customer experience
  • How the ATO has transformed and expanded its traditional frontline services to support digital and online services
  • Bridging the gap between frontline and back office customer service staff to maintain a consistent and seamless CX service culture
  • Supporting and enhancing the digital capability of staff and processes to support clients
Patrick Lloyd
Director, Client Account Services Frontline Experience
Australian Taxation Office
10:20
Morning tea & networking
10:50
How customer expectations in the digital age are driving service delivery excellence
  • What customer-centric service innovation looks like and how it drives performance and efficiencies
  • Automating additional processes to enable increased customer service
  • How to cultivate a company culture that supports innovation
Michael Berndt
Chief Customer Experience Officer
eHealth Queensland
11:30
High performance delivery to align with citizen expectations – the transformation of Australia Post
  • How Australia Post’s omni-channel service delivery integrates the physical with the digital to achieve customer experience excellence
  • Taking the service delivery strategy beyond the organisation to support organisations through their digital transformation
  • The role of leadership, empowerment and customer mindset
Jessica Thompson
GM Service
AusPost
12:10
Networking lunch
1:10
COLLABORATION ZONES

All collaboration zones are 20 minutes each, allowing attendees to attend both. They are thought leader-driven discussions on problems and solutions through knowledge sharing and ideation.

Zone 1: Supercharged social media support: efficiency at scale

Zone 2: Customer self-service and transactional automation

1:50
A customer-led, local government transformation
  • How to gain insights from your front-line customer data
  • Taking your leaders on the customer experience journey
  • Strategies to strengthen customer behaviours throughout your organisation
Shane Hackett
Manager Customer Services
Brisbane City Council
2:30
SPOTLIGHT

Attendees will work in groups to discuss conference case studies, ideas and suggestions to implement back at their organisations and issues that still need to be discussed at the conference

3:10
Closing remarks from the Chair & close of Conference followed by afternoon tea
Workshop A: How to create an energised employee experience to build a high performing culture
Monday 11th February 2019, 9:00am – 12:00pm

The workshop

The key to successful transformation lies in building the collective energy in teams and organisations to prepare and sustain them through the period of transition. In this highly upbeat and inspirational learning session, Sean will teach attendees how to energise staff and empower them to drive performance and shape the organisational culture.

What you will learn

  • How to assess the level of energy depletion in your organisation and if your people are ‘fit for change’
  • The capability of energy intelligence – the foundation for collective energy
  • How to use a data-led approach make precise investments to lift collective energy
  • Designing human-centered learning experiences your people will love and millennial’s demand

* Refreshments provided

Price: $499 + GST

Sean Hall
Former General Manager, Employee Experience & Founder
Telstra & Energx
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Workshop B: How to operationalise real improvements in service & efficiency with Agile, Lean, Kanban and System Thinking
Monday 11th February 2019, 1:00pm – 4:00pm

The workshop

In Europe, the Vanguard Method in the public sector is now being recognised as the principal method for improvement in service organisations, producing fast, effective, tangible and sustainable results in a wide range of services, from telecommunications, utilities to healthcare, council services, emergency services and public housing providers. This workshop is designed for participants to undertake significant work when they get back to their organisation, where the real learning occurs.

What you will learn

  • Conventional designs in service organisations and their associated management beliefs
  • Principles to follow when studying service organisations as systems
  • Archetypes for effective service design, with case examples illustrating how outstanding results follow better design
  • Understanding critical relationships: Thinking – System – Performance and Purpose – Measures – Method

* Refreshments provided

Price: $499 + GST

David Joyce‎
Senior Change Management Consultant & Coach
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Key Speakers

Patrick Lloyd
Director, Client Account Services Frontline Experience
Australian Taxation Office
Glenn King
Deputy Secretary Customer, Behavioural Insights and Delivery Unit & NSW Customer Service Commissioner
NSW Department of Premier & Cabinet
Helen Lever
General Manager, Customer and Corporate
Northern Beaches Council
Michael Berndt
Chief Customer Experience Officer
eHealth Queensland