The Mission to Humanise

Customer service excellence is at the heart of delivering outstanding outcomes for the public sector. This session will explore how Government can explore innovation from the work of fiercely customer-focused industries like Financial Services and Insurance to better demonstrate empathy, reduce cost and build trust with citizens.

Join the NSW Department of Customer Service and Pegasystems as they discuss:

• How industry is delivering contextual, personalized, real time customer experiences at scale
• How to develop deeper relationships with citizens to deliver lasting benefits
• How technology can be used to extract real-time analytics, next best action and leverage AI from customer signals to assist decision making
• How to use personalized messaging to engage meaningfully with citizens, facilitate trust and make government easier

Presenter:
Dr Ian Opperman, Chief Data Scientist, NSW Department of Customer Service
Vicki Wood, Group Lead for Customer Engagement Engine Delivery, Commonwealth Bank of Australia (CBA)
Matt Nolan, Head of Decision Science, Pegasystems

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