Customer Experience Conference

About the conference


Thursday 26 & Friday 27 August at Pullman on the Park, 192 Wellington Parade, East Melbourne

Find out how to keep pace with changing expectations  

Improved technology, changing outlooks and shifting customer attitudes have propelled councils to put customers at the forefront of everything they do. As the operating environment changes, so has the Customer Experience Conference which this has a broader scope. Councils are focused on redefining and elevating customer experiences and improving their practices in line with modern consumer demands. There needs to be greater accountability for customer experiences at every stage of their journey. These need to be definable, measurable and provide a consistent service level.

Formerly called the Customer Service Conference, this year the new and improved Customer Experience Conference has broadened out and seeking to make an impact. The program is being developed in conjunction with LGPro’s Customer Service, Transformation and Communication Special Interest Groups. The theme is ‘Outside In’ – How to build and scale customer ‘centricity’, and the conference will explore 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.

The half day Thursday session begins with lunch and will include concurrent interactive workshops, with finalists of the Customer Impact Award presenting on their nominated projects. The winner of the award will be announced at the end of the day followed by a cocktail reception. The Friday full day conference will feature keynote speakers, concurrent interactive sessions, and a facilitated panel session.

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.

Further information will be made available soon!

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