Driving technologies and empowered teams
Conference Date
12th & 13th February 2019
Location
The Grace Hotel, Sydney
Early Bird - Save $100
Book by 25/01/19

Overview

Driving your transformation to a customer-centric organisation
In achieving customer service excellence there is no ‘one-size-fits-all’ and the Achieving Customer Excellence in Public Services conference will showcase the diverse ways in which public sector departments, agencies and local councils are setting their customer-centric service strategies, providing unique insights into the key factors for success. The key themes that presentations and discussions will revolve around are:
  • Building commitment - learn how to create the customer-centric mindset and integrate the customer culture into your organisational planning
  • Enhancing capacity - assess best practices in how to train, upskill, create agile teams and integrate customer insights to your service strategy
  • Measuring effectively - learn to set the standards, choose the tools, evaluate what works and what doesn’t
Who will attend?
Senior Executives and Directors from Federal, State and Local Government with responsibilities for:
  • Customer Service
  • Customer Experience
  • Service Delivery
  • Customer Contact
  • Customer Strategy and Insight
  • Client Services
What's new in 2019
  • More presentations on building customer-centric service strategies
  • Exclusive insights into Forrester Research on the state of Customer Experience in Government
  • More interactive networking opportunities - 4 focused discussion groups will be facilitated by thought leaders within this space
  • Out of industry presentations that can be easily applied to public sector services

Attend to learn:

  • Improving customer services effectively and efficiently
  • Empowering the organisation to deliver exceptional customer experiences
  • Accelerating results through innovative training and learning techniques
  • Quantifying the impact of strategic initiatives to build the business case
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Key Speakers

Patrick Lloyd
Director, Client Account Services Frontline Experience
Australian Taxation Office
Glenn King
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

Sponsors

What People Are Saying

  • “I walked away from the conference motivated and full of ideas”

    Anna Cooper
    Program Leader Customer Service, Armidale Regional Council
  • “I would highly recommend you attend a criterion conference. They are professional in their commitment to conferences prior to, during and after the event that they hold. Well done Criterion!!”

    Wayne Hampel
    Coordinator Customer Service, Barossa Council
  • “Well worth my time, full of practical information and instructions on how to start on a digital customer service strategy in the public sector”

    Michelle Chambers
    Customer Service Manager, City of Murray Bridge
  • “The conference was very beneficial and I gained some interesting insights into other government agencies in the way we all try to achieve the same goal in customer experience”

    Christine Armstrong
    Business Strategy and Management Officer, Australian Taxation Office

Blog

  • Date: 26 Nov 2018  By: Sharon Melamed

      Let’s not beat around the bush – over the past decade, it’s been the public sector that has propped up the Australian contact centre outsourcing industry. While companies in the private sector steadily migrated their operations offshore, state and Federal Government has gone from an inhouse service delivery model to a hybrid inhouse/outsource model, …

  • Date: 13 Nov 2018  By: Ash Natesh

    In achieving customer service excellence there is no ‘one-size-fits-all’. There are diverse ways in which public sector departments, agencies and local councils are setting their customer-centric service strategies, providing unique insights into the key factors for success. We spoke to Fiona Keough, Chief Executive Officer, Auscontact Association about the various depths of understanding customer experience …

  • Date: 1 Nov 2017  By: Sharon Melamed

    As a citizen, it’s hard not to notice how government customer service has improved in strides over the last several years. From the speedy processing of a driver’s licence renewal to a callback service so you don’t have to wait in lengthy queues at tax time. But there’s more to come, and the private sector …

  • Date: 11 Oct 2017  By: Eileen Cai

    Organisations and businesses are constantly on the lookout for ways to improve the efficiency of day to day operations and the quality of their products to customers. Digital transformation is leading the way in the government sector to meet the rising expectations of customers. The Department of Immigration and Border Protection (DIBP) for example, is …

Endorsers & Media Partners