Customer Experience Conference

About the Event

Customer experience is a crucial component in any business, but especially so in local government as we deliver services to our communities.

Customer Experience Leaders are passionate about the value of great customer experiences, and need the tools and skills to predict not only what the future holds, but to manage the here and now. The past few years have disrupted the way we work and deliver service, and we are now seeing a range of new challenges for those working in and managing customer service and customer experiences.

The Customer Experience Conference delves into these challenges to find the opportunities. Through presentations and panel sessions, drawing on real-life case studies that showcase innovation, value, ideas and strategies, we will explore the role of human experience, data and technology converge to create customer centric experience.

 

Who Should Attend

We welcome all staff working in local government at all stages of their career and this conference will be of significant interest to anyone who leads and manages the customer journey in council.

 

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Wednesday 24 August 2022

10.00am REGISTRATION OPENS
11.00am CONFERENCE WELCOME
11.15am

TOWARDS A CUSTOMER CENTRIC GOVERNMENT BY 2030

Claire Madden, Social Researcher, Keynote Speaker & Media Commentator  

By 2030, the NSW Government will be a world leader in customer experience. Being the most customer-centric government means they will centre everything around their customers – the people who live, visit, invest or do business in NSW. People and businesses using government services will receive high quality experiences regardless of the interaction or part of government they deal with. 

12.00pm 

DEMOGRAPHIC, SOCIAL AND GENERATIONAL REALITIES TRANSFORMING OUR CUSTOMER EXPERIENCE LANDSCAPE

 Demographic realities, including a growing and ageing population, changing household types and cultural and generational diversity impact our society, economy and workforce in multiple ways. Along with the impact of technological change, demographics drive change in customer expectation, the journey and the experience. 

1.00pm  LUNCH
1.30pm 

COUNCIL SHOWCASE | VOICE OF THE CUSTOMER PROGRAM

Elspeth Cronin, Executive Manager Customer Services, Northern Beaches Council

Northern Beaches Council’s Voice of the Customer Program (VOC) uses quantitative and qualitative data to improve customer experience and drive a customer-centric culture through real-time dashboards, closing the loop with customers, pain-point analysis, customer journey mapping and a customer experience program of work prioritised through a series of working groups from the Executive down to Managers. 

2.00pm 

COUNCIL SHOWCASE  | DATA-DRIVEN CUSTOMER EXPERIENCE

Ben Thompson, Manager Business Transformation, Bayside Council

The Business Transformation Team at Bayside partnered with the business to develop open-source data insights to allow for a better customer experience across the organisation. Opening access to the data contained across all of Bayside’s core applications, has allowed business intelligence reporting to be at the fingertips of Bayside’s leaders. Using a self-serve portal to access these reports (including visualisations, graphs, and heat maps) means they are available on all devices, using a platform already deployed at Bayside to reduce the change hesitancy and increase customer outcomes.

2.30pm 

COUNCIL SHOWCASE  | OPEN ALL HOURS: HARRINGTON LIBRARY COMMUNITY ACCESS

Lisa Greenwood, Library Coordinator, MidCoast Council

Harrington Library is a medium sized branch of MidCoast Libraries and serves a resident population of 3459. Since its establishment the facilities have been under utilised and various programs to increase usage have not resulted in sustained regular or continuing growth in utilisation. In consultation with the Harrington community, council implemented a new service model combining staffed and non-staffed community access hours which was trialled and now endorsed as a permanent model. By rethinking how services are offered, this project has successfully satisfied community demand for additional opening hours, maximised staff engagement and maintained high quality customer service and sustainably.

3.00pm  AFTERNOON TEA
3.30pm 

PANEL SESSION : How we can better create a holistic view of our customers in our quest to better understand their needs and motivations

Building on from our industry presentations, our pannelists will discuss how local government can move from reactive experience to proactive, predictive and personalised experiences for our communities.

5.00pm  CLOSE DAY ONE
6.00pm

OPTIONAL DINNER*

Join us for a relaxed networking dinner where you can continue the conversation started during the conference.

As a special member benefit - dinner is complimentary for all LG Professionals, NSW members.

 

* Please ensure you register separately for the dinner


Thursday 25 August 2022

8.30am MORNING COFFEE
9.00am

LEADING REMOTE TEAMS TO DELIVER EFFECTIVE CUSTOMER SERVICE

In this session we will explore:

  • Effectively managing teams in a hybrid working environment including working from home and remotely
  • Ensuring service levels are achieved in varying working environments
  • Keeping the team engaged with work and each other when they aren't together physically
10.00am

OUT IN FRONT – BUILDING CONFIDENCE AND RESILIENCE IN TEAMS 

Dr Maria Zuschmann, Stress Adaptation & Alignment Coach, Podcaster, Author, Speaker, Integrative Chiropractor, Aligned U

You and your employees need to be equipped to embrace change and uncertainty now and in the future. Emotional agility and healthy resilience are critical skills for everyone to be at their best, at work and at home. In this session we will explore the tools that can be used immediately to identify stress early, plus tools to build positive habits and manage stress, to improve wellbeing and resilience.

11.00am  MORNING TEA
11.30am 

OVERCOMING OBSTACLES IN DELIVERING EXCEPTIONAL CUSTOMER EXPERIENCE 

Gavin Carnegie, Professional Development Manager, LG Professionals, NSW

In this session we will take some time to understand the unique environment of local government, and the challenges that we face in the holistic world of customer experience.

1.00pm  LUNCH
1.45pm 

THE LINK BETWEEN CUSTOMER EXPERIENCE AND SERVICE REVIEWS

From 1 July 2022, all councils need to formally undertake a program of service reviews each year. As councils embark on these reviews, should they, and if so, how are they, considering customer experience as part of the review? Service levels are determined by customer expectation so therefore should we understand the community experience when it comes to a particular service as part of a service review?

2.45pm 

WHAT HAS THE ACCELERATION OF DIGITAL MEANT FOR HOW WE ENGAGE WITH OUR CUSTOMERS?

Phillip Bland, Head of Public Sector Strategy ANZ, Qualtrics

Digital acceleration is fueling growth across the global economy, which is fundamentally reshaping customer behavior, individual companies, and even entire industries.
Careful planning is required to ensure the customer is in the driver’s seat as council’s respond to the shifting environment.

3.45pm CONFERENCE CLOSE

 

  Program subject to change

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   Wednesday, 24 - Thursday 25 August 2022

 Member from $650

 Non Member from $850

 

The Wesley Conference Centre, Sydney
Lower Ground, 220 Pitt Street, Sydney

 


Enquiries:   Cathy Bell
Phone:   02 8297 1202
Email:  [email protected]