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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Friday agenda

9.00am Technology Supporting the Customer Experience
Hanan Zakaria, Enterprise Architect & IT Portfolio Coordinator, Camden Council

 

Digital transformation is a key driver for creating a more efficient and effective local government. This session will explore the role of technology in supporting whole of council solutions for digital   transformation and how it can be leveraged to enhance customer experience.

 
9.45am 

Creating a Customer Centric Culture
Jeremy Chapman, Learning and Development Facilitator, Local Government Professionals Australia, NSW


In this session, Jeremy will present what it truly means to be customer centric, how this might look for local government and why this is important for communities. Jeremy will engage the audience and workshop real tangible actions we can take to create a more customer centric culture.
11.00am

Morning Tea
 11.30am Our Council Cares - Support for Council Staff
Julie Dixon, Director, System Reform, Mental Health Commission of NSW
Katherine Newton, Chief Executive Officer, R U OK

Tools and techniques for supporting customers who may be feeling mental health distress have been co-developed, with and for, customer-facing council staff across NSW and are now available as resources for all councils across the state. The Commission joined with R U OK? to work with staff from councils across the state to understand the types of conversations they are having with the community and what they needed to better support them to help others.

 
 12.15pm

Boiling in the Bubble ... She'll be Right Mate! 
Jackie Swanscott, Centre Director, Early Childhood Education and Care, Fairfield City Council
Jason Goldsmith, Centre Director, Early Childhood Education and Care, Fairfield City Council

In 2021 Sydney faced challenges with restrictions due to the effects of COVID-19. More so did the Local Government area of Fairfield as the LGA was deemed a hotspot and residents were not allowed to leave their local area for work except for emergency services and healthcare workers. 

During this time the Early Learning Centres at Fairfield Council Best Start Education and Care were called to cook meals for the vulnerable. Thirty-five thousand meals were cooked and delivered to the communities most needing and vulnerable over a 5-month duration. Acknowledging the connections, partnerships and valuable work the Early Learning Services achieved within the timeframe it was important to continue the collaborations once society returned to ‘normality’, therefore a number of initiatives were developed. 

Throughout COVID, they found ourselves in the midst of a feel-good story full of community spirit, hope and resilience. 
Jason and Jackie will present the journey the services embarked on throughout those uncertain times, adapting to change as they switched gloves and tissues for cooking mitts to support the local community through a cooking project and the results of the Early Learning Centres ‘She’ll be right mate’ attitude as a community comes together to support one another. 

1.00pm Lunch
2.00pm

Journey Mapping to Gain a Deep Understanding of Customers Needs
Bridget Wilks, Coordinator Customer Experience, Maitland City Council

In this piece, Bridget will delve into just one of the tools she uses during a Service Design round - The transformative power of journey mapping and its crucial role in identifying roadblocks and challenges. Regardless of your role, understanding the intricate dynamics of customer journeys and the significance of embracing empathy can unlock hidden potential and drive real and meaningful change. 
2.45pm

City of Tea Tree Gully 2023 - 2028 CX Strategy
Olivia Harvey, Manager Customer and Communications, City of Tea Tree Gully

Following a rollout of their first customer portal solution back in 2018, the City of Tea Tree Gully's renewed CX Strategy gives priority to accessible, relevant and effortless transactional functions with council that are integrated with one login. By doing this, they free up capacity to invest resources into curating positive interactions that build a sense of community and pride in their City.
 3.15pm Conference Close

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   Thursday, 24 - Wednesday 25 August 2023

 Member from $750

 Non Member from $910

 

Sydney Masonic Centre
66 Goulburn Street,
Sydney NSW 2000

 

Enquiries:   Aisya Rahayu
Phone:   02 8297 1202
Email:  [email protected]