About the Conference

The Customer Experience Conference was run virtually over three half days on 26-27 August and 3 September 2021.  

The program was built for the sector, by the sector, developed in conjunction with LGPro’s Customer Service, Transformation and Communication Special Interest Groups. The conference was centred on how to build and scale customer ‘centricity,’ exploring what constitutes best practice in driving this change with case studies covering a mix of CX maturity levels and addressing key themes such as Research, Prioritisation, Design, Enablement, Measurement and Culture.




Opening keynote speaker Isabella Villani, Managing Director, Exceed Global, is a thought leader in strategy, marketing, customer experience (CX). She is also an expert in employee engagement and organisational transformation. Ms Villani has written two books, Good to Great CX and Transform Customer Experience. As the founder of Exceed Global, Ms Villani has earned a reputation for her infectious passion as an adviser who inspires, educates and coaches.  Ms Villani is a graduate of the Australian Institute of Company Directors (Order of Merit) and an experienced director.  She is a Board Member for LanguageLoop, a state business corporation of the Victorian Government that delivers language services across Australia. 
The second keynote speaker, Toni Jones, is the National Local Government Sector Leader and the ASPAC Cities Lead at KPMG. She is passionate about working with Local Governments across Australia helping them achieve their strategic objectives. She has extensive experience in customer experience and transformation. With more than 20 years of experience in professional services and consulting in Australia and the United Kingdom in a variety of industries and organisations, she specialises in on business process improvement, operating model design, finance and back office transformation and system specification, selection and implementation. Toni has co-authored the KPMG Connected Council Transformation Framework and Future of Local Government report and has worked with a significant number of Councils across the country, which enables her to bring valuable insights to clients.



Register below

Skip to search results
We are currently working on the program for the next Customer Service Conference, stay tuned!