Videos

Personality Matters: New Leadership Skill-set for Transformation in the Digital Age

Personality Matters: New Leadership Skill-set for Transformation in the Digital Age

In this interview, Tara Bate, Learning and Development Manager, Smart Service Queensland, explores:

  • Validating the next frontier by leveraging personality to improve customer interactions
  • Gauging different expectations from different customers
  • Ensuring and promoting positive connections with customers and throughout the organisation
  • Increasing sales and retention as well as shortening call times & receiving higher customer satisfaction
Developing a multi-channel customer experience at Yarra Ranges Council

Developing a multi-channel customer experience at Yarra Ranges Council

In this video interview, Jennifer Bednar, Manager, Corporate Affairs at Yarra Ranges Council explores the core elements of the Council's CX strategy, the strategies they are using to deliver a consistent experience in an omni-channel world and the lessons other government organisations can learn from their journey to date.

Delivering Digital Change and Supporting Staff on The Transformation Journey

Delivering Digital Change and Supporting Staff on The Transformation Journey

In this video interview, Russell Murphy Transformation and Deployment Manager, Service NSW, explores:
  • How digital is changing the way Service NSW's contact centre is interacting with customers
  • The steps needed to drive a customer centric culture within a contact centre
  • How to promote positive connections with customers throughout an organisation
  • How Service NSW plans to take their staff on an omni-channel journey in the future