• Overall trends of 2019 ALGIM Web Audit & Customer Experience Mystery Shop
  Suzee Sinclair, Programme Coordinator, ALGIM
  
  
• Ultimate CS Centre Finalist (Winner): Amazing Serice Everyday
  Grant Hamel, Customer Services Manager & Karen Naylor, Team Leader CS, Timaru District Council
  
  
• Ultimate CS Centre Finalist: Kerbside Recycling - Our journey in turning a challenging change of service into a great customer experience for our residents
  Ashley Gore, Manager Customer Experience & Jean Hunter, Team Leader Customer Services, Porirua City Council
  
  
• ALGIM Customer Experience Toolkit
  Lyz Harvey, Customer Solutions Manager, Dunedin CC & Suzee Sinclair, Programme Coordinator, ALGIM
  
  

Stream 2

• Best Digital Project Finalist (Winner): A New Zealand First - Five Councils in Hawke's Bay, One goal
  David Harris & Peter Malcouronne, Naiper City Council, Katharina Di Lena, Wairoa District Council, Clare Hollings, Hawke's Bay Regional Council, Shammi Datt, Hastings District Council, Lisa Harrison, Central Hawke's Bay District Council
  
  
• Best Digital Project Finalist (Runner up): iKnow (Mohio) - It's not just a knowledgebase
  Khaled Alzawada, Web & Mobile Team Leader, Merly Cortez, Senior Web & Mobile Team Leader & Kimberley Hadfield, Relationship Manager - Customer Services, Auckland Council
  
  
• In their shoes - The need for empathy in the customer experience
  Shelly Davies, Rockstar Writer Trainer & Brand Goddess, Shelly Davies Writing & Training