Customer Strategy & Experience Design for Government



Masterclass One:

6th, 8th & 9th September 2021 | 9:00am - 1:00pm AEST

Masterclass Two:

13th, 15th & 16th September 2021 | 9:00am - 1:00pm AEST

Achieving customer centricity in the public service

As customers increasingly benchmark their experience with public sector organisations against the innovative and personalised customer experience delivered by private companies - there is more pressure than ever for public sector organisations to become more effective, efficient and responsive to the public. Government organisations at all levels need a robust customer strategy to not only meet the diverse needs of their customers, but to support ongoing customer-centric design and quality improvement.

After two sold out sessions in 2020, this highly practical digital Masterclass is back for 2021. Join Customer Experience Specialist Mark Hocknell in this deep dive designed to provide you with the tools to strengthen your customer strategy. Designed specifically for digital delivery, tune in from anywhere in Australia to connect with like minded individuals and take away practical strategies to achieve better outcomes for your customers.

Download the Program

Benefits of attending

  • Examine your current customer strategy & identify opportunities for improvement
  • Discover how to apply a customer centric approach to service design & delivery
  • Understand the key elements a meaningful customer strategy in a government context
  • Develop detailed customer groups & value maps for your organisation
  • Strengthen your approach to communicating & delivering customer value
  • Learn how to better align customer strategy with experience design
  • Improve your process for measuring return on investment
  • Gain personalised feedback & insights to support effective implementation of your customer strategy & experience design

Masterclass Facilitator

Mark Hocknell
Customer Experience Specialist

Mark is a pragmatic consultant, author and speaker who applies a natural business talent with a broad set of methodologies and deep experience to bring about results and demonstrable change within the organisations he works with. He has 30 years experience, made up of 15 years of management consulting and a further 15 years in senior management, mainly at Suncorp. In addition to this, Mark has 12 years experience as a sessional academic with QUT and Griffith University School of Business (where he is currently a member of the Industry Advisory Board).

Who should attend?

Executives, Directors and Managers from Federal, State and Local Government with responsibilities for:

  • Customer Experience
  • Customer Service
  • Customer Strategy & Design
  • Customer Centric Transformation
  • Service Delivery & Design
  • Customer Contact & Support
  • Client Services

Download the Program

Use the code GOVCAREER and save $100 off your conference registration.