Measuring & meeting changing customer expectations
Conference Date
15th & 16th February 2017
CQ Functions Melbourne
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Growth in digital innovations has created opportunities for enhanced customer service delivery.

However, government agencies continue to grapple with effectively managing customer service channels while continuing to gather and analyse meaningful customer data.

In addition, as the front facing component of public sectors evolves, it is important to bring internal stakeholders on that journey. How you maintain consistency in customer service as well as keep staff up-skilled and motivated, can greatly affect your customers’ experience and satisfaction.

This conference will provide you with the chance to learn practical strategies of omni-channel management, customer data collection and utilisation, as well as strategies to improve people management practices to deliver on the evolving needs of your internal and external stakeholders.

  Practical learnings from the conference:
          • Achieving sustainable and consistent customer service excellence across teams
          • Empowering and upskilling all levels of staff to be customer-centric
          • Adapting customer service strategy for digital and consolidated service delivery
          • Balancing traditional and digital contact channels to deliver tailored customer service
          • Designing data collection methods to effectively map the customer journey
          • Formulating insights from customer data to shape future strategy
  Who will attend? Federal, state & local government with responsibilities for:
            • Customer Service
            • Customer Experience
            • Contact Centres
            • Client Services
            • Service Delivery
  Hear 15 presentations from federal, state and local leaders delivering customer service experience.

Attend to learn:

  • How to grow a high performing customer service workforce

  • How to develop & optimise a contact channel strategy

  • How to effectively measure & analyse customer data

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Key Speakers

Tim Bostock
Director, Service Centres
Service NSW
Mike Whittaker
Customer Service Manager
City of Casey
Chris Butler
Head of AusIndustry - Business Services
Department of Industry, Innovation & Science
Melinda Button
Executive General Manager - Customer


What People Are Saying

  • “The Public Sector Customer Service conference 2016 demonstrated useful front-line tactics and cultural shift techniques to strengthen organisational approach to improving customer experience. The mix of organisations represented at the conference added to the depth of material covered and insights to take away.”

    Dani Sargeant
    Web Services Coordinator, City of Gold Coast


  • 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 …

  • Date: 28 Mar 2017  By: Edwin Zambrano

    There is a shift towards a customer expectation that support should always be available, even when you are not. An increasing number of customers worldwide no longer see phones or emails as primary service channels to get support. They expect to be able to find answers to their questions themselves. Customers sometimes prefer to resolve …

  • Date: 9 Jan 2017  By: Peter Buckmaster

    The big digital platform providers are telling us we have moved into an experience economy. One only needs to look at the growth and impact of user experience on businesses to know the emerging impact of service design. Service design is the idea that all business processes and customer interactions are designed to fulfil customer …

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