DELIVERING A SEAMLESS CUSTOMER EXPERIENCE THROUGH UNITING
THE CUSTOMER CONTACT CENTRE AND DIGITAL CITIZEN SERVICES
21ST – 23RD OCTOBER 2024 - MELBOURNE, AUSTRALIA
Conference Day Two: Wednesday, 25th October 2023
9:00 am - 9:05 am
Chair’s Opening Remarks
Clint Browning -
Executive Manager,
Department of Communities WA
9:05 am - 9:35 am
Government Keynote | Supporting Vulnerable Customers
Mischa Kilby -
Principal Business Analyst: Government Technology Platforms,
ServiceNSW
Dan Pobje - Director Program Delivery, ServiceNSW
9:35 am - 9:50 am
Voice of the Industry
9:50 am - 10:20 am
Government Keynote | Creating Great Internal Experiences to Deliver Great External Ones
Clint Browning -
Executive Manager,
Department of Communities WA
10:20 am - 11:00 am
Panel Discussion | The Road Map to Efficient Self-Service
San Chander -
Director: Digital Identity,
Digital.NSW
Catherine Veronesi - Manager Customer Service, City of Sydney
Nicky Cahill - Director, Australian Tax Office
Sharon Bowman - Manager, Technology & Transformation, Hornsby Shire Council
Debra Duan - Customer Experience (Contact Centre) Project Coordinator, City of Canterbury Bankstown
· The how and why of self-service for today’s customer
· Empowering customers through digitisation and self-service opportunities
Nicky Cahill
DirectorAustralian Tax Office
Debra Duan
Customer Experience (Contact Centre) Project CoordinatorCity of Canterbury Bankstown
11:00 am - 11:30 am
Morning Break
11:30 am - 12:10 pm
Panel Discussion | Doing More with Less: Efficiency and Optimisation
Jasmyne Munro -
Head of Customer Experience,
Lake Macquarie City Council
Melanie Darmanin - Head of Customer and Business Improvement, City of Port Phillip
Alexandra Craggs - CX Portfolio Director, IQPC
· Managing complex and varied customer needs with compact teams
· Streamlining operations to boost efficiencies
· Knowledge training to help team members deal with complex and varied customer needs
· How can automation unlock colleagues time to boost human services?
12:10 pm - 12:50 pm
Panel Discussion | Embracing Customer Feedback to Improve Citizen Services
Ian Kingsford-Smith -
Operations Lead,
Photon Energy
Melanie Darmanin - Head of Customer and Business Improvement, City of Port Phillip
Kelly Donker - Coordinator Customer Relations Centre, City of Wanneroo (WA)
Panel Discussion | Embracing Customer Feedback to Improve Citizen Services
· Understanding customer expectations
· How to get customer feedback to improve service experiences
· Merging customer experiences, technology, people, and culture
