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Virtual Event: Improving Customer Experience and Engagement in Local Government

Creating an Effective Multi-Channel Customer Experience Strategy to Meet Expectations and Manage Cost to Serve

Tuesday 2 February 2021
11:00 AM - 1:10 PM AEDT

Agenda Overview:

Creating an effective multi-channel customer experience is paramount if Councils are to deliver satisfying and relevant services to citizens.

Understanding the most beneficial aspects of technology, data, insights, people, process design, and service delivery need to be tied together to create a holistic and effective approach to sustainable transformation and deliver relevant experiences.

Join us at the Public Sector Network’s complimentary ‘Improving CX & Engagement in Local Government’ virtual event and explore fresh ideas and proven strategies to improve CX in a post-COVID-19 world and meet ever-growing citizen expectations and tailor them as per their needs.

View Agenda

Key Takeaways:

Discover how other regions are keeping up with growing customer expectations and demands

Learn how to adapt your customer experience strategy to a growing and changing population and city

Identify how to most effectively centre your operations around the citizen/customer at when planning, designing, and delivering services

Leverage the experience of other Councils to help further your CX and engagement agenda

Your Expert Speakers:

Jeanne Holm

Deputy Mayor
City of Los Angeles (USA)

Tim Short

Deputy General Manager & Director Community Life City of Hobart

Jacqui Weatherill

Chief Executive Officer
City Of Stonnington

David Kerr

Director Community and Belonging
Northern Beaches Council

Shane Hackett

Manager, Customer Services, Lifestyle and Community Services
Brisbane City Council

Kathryn Murray

SA Lead - Customer Brand and Marketing Advisory

Justin Readman

General Manager, Development Services
City of Kitchener (Canada)

Thomas Kohlenbach

Senior Product Specialist

Agenda Highlights:

11:00AM AEDT
Welcome from PSN
11:10AM AEDT
Creating an integrated and seamless customer experience
11:20AM AEDT
International Keynote: Creating an effective multi-channel customer experience
11:35AM AEDT
Case Study: Taking the customer viewpoint to identify areas of improvement
11:50AM AEDT
Improving the Customer Experience through Process Excellence
12:05PM AEDT
Case Study: Creating Your Strategy and Understanding What Your User Really Wants and Needs
12:20PM AEDT
12:25PM AEDT
How to effectively keep up with growing customer expectations and demands
Closing Remarks and End of session


Complimentary To Attend

For Public Sector Only

Online Event


Event Partners

Host Partner

Gold Partner

Interested in sponsoring? Contact our team by email (

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