27 - 28 August, 2019 ǀ Swissotel, Sydney, NSW

Mike Whittaker


Manager of Customer Service
City of Casey


1:35 PM CASE STUDY: The Award Winning City of Casey’s Customer Service Complaint Handling Framework

The city of Casey has spent the last 4 years transforming the way they deliver services, from the way they work to the way they engage with the community. In this time they have adopted forward thinking agile culture, in a 100% activity based working environment. The result of our Customer focus strategy was the complaint handling framework which was recognized for the achievement with the Customer Service Institute of Australia’s Award for Customer Service Project of the Year.

  • Turning complaints into opportunities for service transformation
  • Using customer data and evidence from the community to make better decisions
  • Making the switch to ebing digital by default by being service driven


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

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