25-26 July, 2018 | Rydges Sydney Central , Sydney, Australia
Speaker Information:

Stephen Issa


Director, Service Centres
Service NSW (Cross Industry Case Study)


1:50 PM Cross Industry Case Study: Integrating The Branch Network With Other Service Channels to Provide a Seamless Omni- Channel Experience

While the physical store network still proves to be a relevant avenue for customer service and delivery, it is necessary to merge this channel with the various other customer touch-points to enable the provision of a seamless customer experience. Service NSW has under taken a complete transformation journey for customer service delivery for customers through a one stopshop model across 84 branches that blend with the contact centre and digital channels to provide a seamless experience. With customer satisfaction standing at 98% and an average wait time of 6 minutes, this case study will delve into:

  • How the physical service channel fits into Service NSW’s omni-channel experience
  • Creating a seamless customer experience across all channels
  • The power of an engaged customer centric workforce


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

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