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Driving Employee Engagement and Service cultures

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The Customer Experience Company

Level 6, 7 Macquarie Place

Sydney, NSW 2000

Australia

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Richard Branson says that “if you look after your staff they will look after your customers-It is that simple”. His opinion is now backed by research that shows that business units who are in the top quartile for engagement outperform others by up to 21% in profitability. *

So how do you build a passionate and engaged workforce who are driven by creating a great service for your customers?

Come and hear from Steven Issa, Director Service Centres, Service NSW about how Service NSW have built a culture of going above and beyond and ‘living customer’ achieving 76% engagement ratings and 97% customer satisfaction and our own Freya Elliott, Director, Customer Centric Culture change trends around Employee Engagement as well as examples from her work with NZIR and other private enterprise clients.

Date

Wednesday 29th November 2017

Location

The Customer Experience Company, Level 6, 7 Macquarie Place, Sydney, NSW 2000

Agenda

7:00 am: Coffee and canapes will be available

7:30 am: Introduction, speakers and Q&A

8:30 am: Speakers finish, additional questions and networking

9:00 am: Finish


Guest Speakers

Steven Issa

Steven is a commercial and delivery specialist with over 15 years of experience in state and local government as well as management consulting and private industry. Steven is currently the Director Service Centres at Service NSW and is responsible for the delivery of customer-facing frontline services at over 80 locations across the state. His commercial acumen and sharp focus on operational efficiency and creating a positive customer experience have placed him at the front of Service NSW’s rapid growth over the past four years.


Freya Elliott

Freya Elliott heads up Customer Centric Culture Change at CEC. Their culture change approach focuses on changing people, their behaviours, beliefs and motivations.

Freya has extensive consulting and project management experience having worked for 20 years delivering project and change outcomes in a variety of Government and private sector clients in Australia and New Zealand. Her experience includes operations project management as well as change and HR

*Source: Jim Harter – Moneyball for Business: Employee Engagement Meta-Analysis, Gallup Business Journal, May 31, 2016.

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The Customer Experience Company

Level 6, 7 Macquarie Place

Sydney, NSW 2000

Australia

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