Measuring & meeting changing customer expectations
Conference Date
15th & 16th February 2017
Location
CQ Functions Melbourne
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Overview

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

Sponsors

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

Blog

  • shutterstock_236161768
    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 …

  • shutterstock_207873073
    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 …

  • shutterstock_256473613
    Date: 13 Dec 2016  By: Jessica Farrelly
    The Australian Tax Office has recruited a virtual assistant called Alex as part of its “digital by default” strategy. While the software has just been officially revealed, Alex has been assisting the public via the ATO website since March. Almost a million virtual conversations have taken place so far this year, with interactions peaking over …

  • shutterstock_178434308
    Date: 27 Nov 2016  By: Lisa Peterson
    Expectations for simplified and improved interactions with government are growing. In particular, significant investment in digital technologies and processes by private sector enterprises such as banks, are raising the bar for how citizens and businesses expect to interact with government. The expectations are for both more digital products and services, as well as for the …

Endorsers & Media Partners