Clare Toufexis

General Manager Services and Access Department of Internal Affairs, NZ

Conference Day Two: Friday 28 February 2020

Friday, February 28th, 2020

1:45 PM Contact Centres are Just the First Step: Driving CX to interact with all levels of the business through a human centered approach

Clare Toufexis from the Department of Internal Affairs, NZ will discuss the benefits of employing a human centred approach to the design of new and existing services. Aligning design thinking principles to everyday activities, she will discuss how her department is focused on aligning people and strategy in order to optimise the customer experience and drive operational advancements within the existing contact centre.

  • Employing a human centred approach to drive CX capabilities within the overall business
  • Understanding the key challenges involved with improving existing services in order to address its impact within the contact centre
  • Improving team capabilities and bridging siloes within overall government departments to create the a CX Hub of the future


Check out the incredible speaker line-up to see who will be joining Clare.

Download The Latest Agenda