Webinar: Webinar Dry Run | Angie & Jiji by Centro ASSIST

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Join us for the next session in our Ask an Expert series, where CX specialist Angie Antzoulatos shares a practical, down to earth introduction to building a Voice of the Customer program in human services.

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About This Webinar

Most providers gather feedback in some form, but turning it into real service improvements is where many get stuck. In this practical introduction to the Voice of the Customer (VoC), customer experience specialist Angie Antzoulatos shares how to bring different sources of customer insight together, understand what the people you support actually need, and act on it.

Angie will cover what a VoC program really is (and why it's much more than surveys or complaints management), how to recognise where your organisation sits on the CX maturity curve, and the measures and methods that help you listen well. Most importantly, she'll show how to move from collecting feedback to acting on it, creating better experiences for the people receiving and delivering services.

Designed to be relevant across NDIS, aged care and local government, wherever you sit on the maturity curve. It runs for around 40 minutes, followed by live Q&A.

Agenda

What a Voice of the Customer program really is, and why it’s more than surveys or complaints
The CX maturity curve, and how to recognise where your organisation sits today
The key experience measures explained: Customer Effort Score (CES), Customer Satisfaction (CSAT) and Net Promoter Score (NPS), and when each is useful
Using customer and operational insights to shape your Voice of the Customer program and turn what you learn into action
Live Q&A

Presenter

Angie Antzoulatos

Founder of Filoxenia CX

Angie Antzoulatos is the Founder of Filoxenia CX and a customer experience and service transformation leader with more than 20 years’ experience across complex, regulated and human-centred environments, including human services, healthcare and government.

Her work focuses on helping organisations move from simply collecting feedback to understanding what matters, taking action and creating better experiences for the people receiving and delivering services.

Having worked across frontline operations and executive leadership, Angie brings a practical understanding of how customer insight, service design and operational improvement can come together to create meaningful and sustainable change.