27 - 28 May, 2019 | Sofitel Sydney Wentworth, Sydney, NSW

Carmel Senese

Director Customer Experience and Account Manager
Department of Education

3:05 PM Driving CX through EX and Developing a Customer-Centric Culture: A Case Study from NSW Department of Education

Transforming the Shared Services capability within the Department of Education to put their 2 200 schools ‘at the centre’ of the organisation and improve customer service has been the catalyst for the wider department changing the way it is working. Driving this transformation has been a focus on employee experience. In this session:

  • Why process and technology have taken a backseat to ‘people’ in this journey 
  • How introducing human centered design and a VOC platform have contributed to putting schools ‘at the centre’ of the organisation
  • The impact the cultural change has had in the high touch organisation, which receives up to 1 million calls in a year


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

Download The Latest Agenda