At the next AIIA Forum Michael Pratt in his capacity as Customer Service Commissioner for NSW Government for the first time will deliver a presentation entitled “Customer Engagement – rumours of its success are greatly exaggerated”
Following his presentation Mr Pratt will participate in a moderated Q&A session addressing the topic of ‘Customer Engagement: Banks leading Government or Government leading banks?’ We will cover areas such as: ·
- Long range view on customer engagement/user experience
- Consumers: Trends facing the way consumers wish to engage with those that serve them, globally and in Australia
- Government: Trends facing public sector service delivery globally, Australia and NSW
- Banking: Trends facing customer engagement for banks, globally and Australia · Service NSW Update
- Latest update on Service NSW and Customer Service reform
- next priorities in the services transformation strategy
- Where can Government learn from Banking? And where can Banking learn from Government?
- What should strategically smart ICT firms be doing to anticipate and be high value partners with the above?
