27 - 28 May, 2019 | Sofitel Sydney Wentworth, Sydney, NSW
Joan Brierley, Acting Director Customer Service Delivery at Department of Transport, Western Australia

Joan Brierley


Acting Director Customer Service Delivery
Department of Transport, Western Australia

Check out the incredible speaker line-up to see who will be joining Joan.

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Conference Day Two: Tuesday, 28 May 2019

Tuesday, May 28th, 2019


1:05 PM Putting the Front-line Service Staff at The Heart of Customer- Centric Culture for Enhanced Customer Service

Department of Transport Western Australia has been on a CX journey since the end of 2017. With already 80% of services and 400 000 customers online this journey focuses on improving the service culture within Department of Transport and enhancing the high value face to face experiences which take place in store. In this session:

  • Development and use of the ‘fresh think tank’; a forum for customer service staff to make suggestions for CX improvement which are then tested by a committee of representatives from across the organisation
  • Moving from a customer regulation to customer enablement environment through cultural change: how customer- centricity is changing all aspects of the organisation from business planning and communication with staff, to the prioritisation of IT investment
  • How feedback from customer service staff has having a real impact on the organisation: informing the design of their newest service centre in Success