Business Performance and Improvement Network Forum: CX Connect – Insights for Impact

Join us for the upcoming LG Professionals SA Business Performance and Improvement Network Forum: CX Connect – Insights for Impact.

This Forum will explore how local governments can enhance customer experience (CX) through innovative programs, cultural transformation and strategic communication. Hear firsthand from councils leading the way in customer-centric initiatives and engage in interactive discussions on key challenges facing the sector.

This Forum will be held in person and via Zoom.

Voice of Customer Journey

Raechel Pratt - Lead Systems & Insights, Customer Experience, City of Adelaide

Kristy Noakes - Manager Community Engagement and Experience, City of Charles Sturt

The session will explore the Voice of Customer programs established by the City of Adelaide and the City of Charles Sturt. It will cover the purpose of these programs, how customer feedback is collected and what happens with the feedback to improve services and customer experience.

Customer Service is Everybody’s Business

Megan Bradman - Manager Customer Experience, City of Marion

Adopting the approach that customer service is everybody’s business; the City of Marion has transformed the culture of its organisation and the experiences of its customers. By focusing on culture and empowering every person in the organisation with a wealth of data, ‘hands on’ tools such as real-time dashboards and business partnering, they are creating a transformative shift in organisational culture and an understanding that customer service is everybody’s business.

Empowering Our Customers - Channel of Choice

Panellists to be announced soon

This panel discussion will explore how we understand, manage, and deliver various customer communication channels. It will debate whether to promote in-house browser-based portals or accept external platforms like Snap Send Solve, My Local Services, email, and others. The discussion will also address whether businesses have control over channel choices or if customers dictate them. Key considerations include efficiency, cost-to-serve, integration challenges, and the impact of managing multiple channels.

CX Challenges in the Sector - Workshop

This workshop will begin by collecting CX challenges from attendees. Participants will then be divided into groups; each assigned a challenge to brainstorm and discuss potential solutions. The findings will be shared with the larger group, and a summary of the results will be compiled and posted on the Business Performance and Improvement Network’s Viva Engage site.

Registrations for this forum are open to Local Government Professionals Australia, SA members, council employees, employees of regional subsidiaries and Local Government Professionals Australia, SA invited guests.