Day One
Stream 1
- Overall trends of 2019 ALGIM Web Audit & Customer Experience Mystery Shop
Suzee Sinclair, Programme Coordinator, ALGIM
- Ultimate CS Centre Finalist (Winner): Amazing Serice Everyday
Grant Hamel, Customer Services Manager & Karen Naylor, Team Leader CS, Timaru District Council
- Ultimate CS Centre Finalist: Kerbside Recycling - Our journey in turning a challenging change of service into a great customer experience for our residents
Ashley Gore, Manager Customer Experience & Jean Hunter, Team Leader Customer Services, Porirua City Council
- ALGIM Customer Experience Toolkit
Lyz Harvey, Customer Solutions Manager, Dunedin CC & Suzee Sinclair, Programme Coordinator, ALGIM
Stream 2
- Best Digital Project Finalist (Winner): A New Zealand First - Five Councils in Hawke's Bay, One goal
David Harris & Peter Malcouronne, Naiper City Council, Katharina Di Lena, Wairoa District Council, Clare Hollings, Hawke's Bay Regional Council, Shammi Datt, Hastings District Council, Lisa Harrison, Central Hawke's Bay District Council
- Best Digital Project Finalist (Runner up): iKnow (Mohio) - It's not just a knowledgebase
Khaled Alzawada, Web & Mobile Team Leader, Merly Cortez, Senior Web & Mobile Team Leader & Kimberley Hadfield, Relationship Manager - Customer Services, Auckland Council
- In their shoes - The need for empathy in the customer experience
Shelly Davies, Rockstar Writer Trainer & Brand Goddess, Shelly Davies Writing & Training
Day Two
Stream 1
Stream 2
- Reslience: Challenging life's challenges
Lance Burdett, Managing Director, WARN International Ltd
- Transitioning from all of government common web platform to digital experience services
Kayleigh Shepherd, AoG ICT Capability Manager & Dave Jackman, AoG ICT Capability Manager, DIA
- Case Study: Workforce Management: Team Leaders: Contact Centres
Maree Newton, Team Leader, Margaret Batchelar, CS Manager & Nicola Gunfield, Team Leader, Tauranga City Council
Stream 3
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