Develop proactive approaches to facilitate ongoing CX improvements in a shifting environment and learn how to adapt your customer experience strategy to a growing and changing population and city. We help you identify how to put the customer at the centre of everything you do when planning, designing, and delivering your services. And then map your CX processes to identify pain points, bottlenecks and areas for improvement.
The Customer Strategy and Experience training has been specifically designed for anyone in local government who focuses on CX and wants to expand their technical knowledge and decision-making capabilities. If you want to expand your knowledge of CX methodologies, refresh your skills, and explore new approaches, this training is for you. The training helps those looking to formalise their training with customer experience and citizen trust best practices.
We help you differentiate a good CX strategy from a poor one and find the balance between service levels, customer experience and cost of delivery.
We help you develop a culture of innovation and continuous improvement and ensure buy-in at all levels: from management to customer-facing and customer-enabling support staff.
We help you develop and communicate a compelling business and customer rationale to present to stakeholders to secure buy-in and ongoing funding.
Identify the customer outcomes that reflect your customer’s needs and how customers would like to experience engaging with Council.
As Proto CEO, Damian is responsible for driving our clients growth initiatives. He has a wealth of local and international experience with companies such as Diageo, Fosters and Telstra in senior management roles as well as co-founding Proto 14 years ago and leading over 200+ projects.