Laura Kendall

Director of Organisational Services Lake Macquarie City Council

Conference Day One: Monday, 21st September 2020

Monday, September 21st, 2020

2:30 PM Putting the Spotlight on Understanding the Direct Correlation Between Customers and Employees From a Local Government Lens.

Lake Macquarie City Council has moved from a traditional emphasis on assets and services to treating customer and employee experiences as two sides of the same coin. This journey offers insights into cultural transformation that are transferrable to any diversified organisation aiming to put customers at the heart of its activities.

  • Examine how Lake Macquarie City Council is empowering employees to step up and make better decisions about all aspects of their work and how this is improving customer experiences across the organisation
  • Explore the Council’s ‘learning by doing’ approach to moving from customer experience rhetoric to a proactive, selfsustaining customer-focused workforce
  • Review what worked, what didn’t and how iterative learning helped redefine cultural transformation activities


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

Download The Latest Agenda