Conference Day One: Wednesday, 31 July 2019
Sunday, July 21st, 2019
1:40 PM CASE STUDY: Improving Customer Experience Across all Channels Through Integrated Planning and Cultural Transformation
Prior to taking up his current role Steve lead the widely acclaimed transformation of service delivery across the Department of Transport. In this presentation, he explores the research and outcomes behind new service designs, and how they’ve positively impacted wait times, service delivery and customer satisfaction.
- Designing centres around the re-imagination of customer engagement with the Department of Transport and continuing improvements based on customer feedback
- Integrating self-serve technology to improve onsite efficiency
- Exploring hurdles and change management strategies internally