Elevating the Citizen Experience: Creating Exceptional CX While Driving Internal Efficiencies

You’ve been personally selected to join your CX peers from local councils for a VIP virtual insightful roundtable discussion at 12.30pm – 2pm on Wednesday 6th April.

We will also deliver to your home or office a gorgeous hamper of goodies for you to enjoy.

Expectations around customer experience are ever-growing, but what does a business case for CX excellence look like for local councils who don’t have to compete for market share in the same way as the private sector?

While you enjoy your professionally catered lunch, you’ll hear from James Spenceley, North Sydney Councillor as well as an investor, entrepreneur and company director, as he shares his experiences on the differences in CX excellence between the private and public sectors, and the learnings and strategies that local councils can implement to champion and distil customer-centricity.

You’ll then have an unrivalled opportunity to learn from and share ideas with your peers as we move into a roundtable discussion to explore the importance of a CX focus within local councils. We’ll discuss:

– How local councils can implement an integrated and omnichannel approach to CX that creates a more seamless experience for customers across channels
– How we can empower and engage our teams to champion citizen-centricity and deliver exceptional CX for our rate payers
– How we can better leverage technology, such as chatbots and live chat, to boost ratepayer satisfaction while driving internal efficiencies
– When CX is often thought of as a nice-to-have within local councils, how can we build a robust business case for CX excellence, and track and measure customer satisfaction and ROI?

RESERVE YOUR PLACE

You’ll be joined by

James Spenceley
Councillor
North Sydney Council

James Spenceley is an Australian investor, entrepreneur and company director, twice recognised by winning the Australian Entrepreneur of the Year Award.

He is the founder of Vocus Group (ASX:VOC), Australia’s 4th largest Telecommunications company. Today, he works with many businesses as an active investor and director, including as the Chairperson of Airtasker (ASX:ART) and also on the board of Kogan.com (ASX:KGN). In 2022, he was elected to North Sydney Council.

Cameron Adams
APAC Director CXone Practice
NICE

Cameron is the CXone Solution Practice Director for NICE across Asia-Pacific. Cameron has 15 years of experience in contact centres and trading floors, ranging from support & operations through project delivery and technical expertise. Cameron and the APAC Solution Consulting team cover all aspects of NICE’s leading cloud platform, from omnichannel routing and WEM, to analytics, automation and AI. He has extensive experience with analytics-driven customer experience and compliance solutions across financial markets and contact centres at many well-known Australian organisations.

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