Customer Strategy and Experience Design for Local
Government 2022

Wednesday | 23 & 30 March 2022 | 10am – 2pm AEDT | Online

Training Overview

Building Customer-Centric Council Services for Improved Customer Engagement

The Customer Strategy and Experience Design for Local Government, 2-day online training session has been specifically designed for public sector professionals working in the local government space that focusses on CX and is looking to expand their technical knowledge and decision-making capabilities.

Participants in the training will leave with theoretical and practical knowledge, as well as implementable strategies they can embed in future projects and share with their multidisciplinary teams.

Learning  Outcomes

Develop proactive approaches to enable and facilitate ongoing CX improvements in a shifting environment

Learn how to adapt your customer experience strategy 
to a growing and changing population and city

Identify how to put the customer at the centre of everything you do when planning, designing, and delivering services

Meet Your Facilitator

public sector network woman speakers image

Marilyn Kearney
Owner and Consultant
Inspired Advisory

Marilyn has over 20 years’ executive experience working with government, local and state in a variety of roles, largely across corporate and shared services, technology and transformation, customer experience and broader communications.

As a member of the Executive Leadership team Marilyn held roles at several councils including the inaugural Project Director for the Boroondara Customer First project – Digital transformation.

Marilyn is the owner of boutique management consultancy, Inspired Advisory.
The consultancy provides advice and helps organisations across several areas of expertise.

Key Sessions


Module One – Customer Experience Fundamentals

An Introduction to Customer Experience Management

Create an Integrated and Seamless Customer Experience 

Breakout Activity: Assess CX Strategies

Module Two – Employees at the Centre of Customer Experience Design

Creating a Customer-First Culture From Within Your Council

Keeping Up With Growing Customer Expectations & Demands

Breakout Activity: Design a strategy to best visualise case study being presented

Module Three – Application & Evaluation

Group Project: Project Brief

Group Project: Upskilling in Action

Breakout Activity

Group Project: Project Presentation – Pitch and Share

Group Project: Project Review – Evaluation and Feedback

Gain Implementable Strategies

Discover how to tackle windfalls in your CX strategy

Walk away with a course content pack

Map your CX processes to identify areas for improvement

Your  Registration

Early Bird 2

ends COB 4 March 2022


per person + GST