Effective strategies to transition customer service to customer experience
Conference Date
13th & 14th February 2018
Location
Radisson Blu Plaza, Sydney
Book Now
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Overview

Meet the demands of the digital era
Customers expect the same level of service and convenience as private sector services. How can the public sector keep up?

The public sector in Australia is under increasing pressure to deliver more effective, efficient and responsive public services. Government organisations at all levels are prioritising the customer experience. Digital technologies play a key role in the process, as they have the ability to transform the way the public sector operates and delivers customer services.

Attend the Transforming Public Sector Customer Service Conference & learn practical strategies to:
  • Leverage technologies to attain omni-channel success
  • Improve your workplace culture for service delivery excellence
  • Lead a smooth change management process
  • Transition from customer service to customer experience
Who will attend?
Senior Executives & Directors from Federal, State & Local Government with responsibilities for:
  • Customer Service
  • Customer Experience
  • Client Services
  • Service Delivery
  • Customer Relations
  • Contact Centres

Attend to learn:

  • Lead & support your workforce for effective transformational change
  • Leverage digital platforms to improve customer service delivery
  • Re-imagine customer service strategies to enhance customer experience

Key Speakers

Tim Powell
National Contact Centre Manager
Teachers Mutual Bank
Claire O’Neill
Assistant Commissioner Service Strategy & Assurance
Australian Taxation Office
Susannah Le Bron
Executive Director Customer Service
Sydney Trains
Chris O’Connor
Data & Digital Manager
City of Casey

Sponsors

What People Are Saying

  • “Fantastic! The topics were relevant and speakers provided insightful accounts of their professional experiences in enhancing customer satisfaction. Thoroughly enjoyed the conference.”

    Rebecah Brosnan
    Coordinator Customer Service, Central Highlands Regional Council, Queensland

Blog

  • 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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