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Phillip Bland (he/him)

Global Government Advisor, Qualtrics

Phillip leads Public Sector strategy for Qualtrics across Asia, Pacific, Japan and Canada. Phillip is passionate about citizen experience and the way Public Sector can serve its customers and employees. As one of the first certified XM professionals in the world, his role at Qualtrics supports the Public Sector XM community by providing thought leadership and working with Government Customers and Qualtrics teams to deliver innovative outcomes to citizens. Phillip held a number of senior leadership roles in New South Wales Government. In that time he established a whole-of-government experience management team, delivered foundational citizen research panels, voice of customer programs and real-time insights initiatives. Phillip led Service Design and customer insights on bushfire recovery programs, Covid-19 support services, identity recovery for homelessness, inclusive design for non-digital and remote communities, small business optimisation and post pandemic reskilling. As a transformation manager and implementation lead, he delivered over 50 contact centre implementations including new teams and lines of businesses as well as delivering best practice training programs on customer excellence and frontline customer leadership.

Sessions

Innovating

Creating an insights driven operating model to embed empathy in government

As the government matures in digital capability, its approaches to feedback and insights have to mature with it. Real time listening is only one part of how successful government agencies build trust. Acting quickly and creating agile approaches to design empower government frontlines in more innovative ways See more.
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