Conference Date
17th, 19th & 20th August 2020
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Achieving customer centricity in public services
With customer expectations continuing to be set at a high benchmark, the public sector is under increasing pressure to deliver more effective, efficient and responsive public services. Government organisations at all levels need a robust customer strategy to deliver services that meet the specific needs of customers.

This highly practical and interactive Masterclass is designed to provide you with the tools to develop and strengthen your customer strategy and align it with your experience design to achieve better outcomes for your customers.

Who will attend?
Executives, Directors and Managers from Federal, State and Local Government with responsibilities for:
  • Customer Experience
  • Customer Service
  • Customer Strategy & Design
  • Customer Centric Transformation
  • Service Delivery & Design
  • Customer Contact & Support
  • Client Services
What can I expect from a virtual Masterclass?
Even though we are going virtual don’t worry - you won’t miss out on any of the benefits of a face to face event! 

Here’s what you can expect.  
  • Highly interactive learning - Designed to give you all the same interactive and hands-on learning experiences you normally would, you won’t be a passive observer in this Masterclass. Be an active participant through small group breakout sessions, Q&A, scenario based discussions and simulation
  • Networking opportunities - Make new connections with your peers
  • Designed to stagger learning - Giving you the time to digest the content and put new skills and methods into practice between module one and module two
  • Easy to use digital resources - Walk away with a suite of resources and materials for you and your team

What you will take away

  • Discover how to apply a customer centric approach to service design & delivery
  • Develop detailed customer groups & value maps for your organisation
  • Strengthen your approach to communicating & delivering customer value
  • Learn how to better align customer strategy with experience design
  • Gain personalised feedback & insights to support effective implementation of your customer strategy & experience design

Key Speakers

Mark Hocknell
Customer Experience Specialist