Steve has worked in a number of roles in the area of customer experience transformation and strategy for over 20 years. After working with or consulting to some of Australia’s most well-known enterprises in both the public and private sectors, in 2015 Steve rejoined the Department of Transport as Director of Customer Service Delivery for their Driver and Vehicle Services business unit. In February of 2017 he was appointed acting General Manager and leads the Dept. of Transports Customer Experience Steering Committee. Steve’s team have received widespread recognition for their achievements in transforming the customer experience, reducing red tape and delivering operational efficiencies over the past three years.
He is also a key participant in the development of the WA governments proposed single digital access platform to access state government services.
Steve's has developed a range of highly effective methods and operational models to ensure that reducing costs, growing revenue and improving the customer experience and employee engagement are complimentary objectives that can be achieved in harmony. He is a former Director and National President of the Australian Institute of Credit Management, a former national chairperson of Auscontact, the Australian Contact Centre industry association, and has served on a number of government advisory panels related to business services.
Today Steve will share with us ….