2025 National Conference
Conference has concluded!
The Network’s annual conference is the highlight of our member’s calendar, attracting delegates from across Australia.
This year's conference was an immersive experience that will equip you with the knowledge, skills, and inspiration to take your CX to the next level.
Delegates experienced the opportunity to learn from top experts, connect with your peers, and explore the latest CX solutions.
View the conference presentations.
30 and Thriving!
Powered by the People - Driven by design!
Celebrating 30 years of service by showcasing people-first innovation and how design thinking is shaping the future of customer experience.
NLGCSN 2025 conference is specifically tailored to our industry, and offers a unique opportunity for delegates to engage, participate in insightful discussions, network with industry leaders and gain valuable knowledge. At the end of the conference each delegate will take back many new tools, ideas and knowledge to their Council and Community.
Celebrating 30 Years - Happy Birthday!
So, join us for a vibrant and inspiring conference as we celebrate 30 years of service. This year’s theme highlights people-first innovation and explores how design thinking is shaping the future of customer service.
2025 marks a milestone as we reflect on Customer Service Time Travel & celebrate our present and future journey together:
The Past: Golden Age of Service (1920–1980)
The Present: The Digital Revolution (2000–Now)
The Future: Service Beyond 2050
What we experienced
Engaging interactive workshops
Inspiring keynote presentation and Council case studies
Many Networking opportunities
A celebration of our Network family’s legacy
The prestigious Annual Awards Ceremony
Congratulations to the 2025 National Customer Service Awards winners, highly commended and finalists.
Keynote Speakers
Simon Banks
Simon is a creativity and innovation expert who thrives at the intersection of design, learning, people, and passion. He believes tomorrow’s standout teams will succeed not by working harder, but by thinking differently, staying curious, and embracing new possibilities.
Simon’s interactive session will be hands-on and energizing, designed to help delegates:
- Get unstuck and turn imagination into action
- Build creative confidence
- Return to their councils with fresh energy and a new lens
- Inspire their teams to move from playing it safe to getting dangerously curious
Sophie Renton
Sophie is a social researcher and generational expect who is passionate using evidence-based insights to inform strategy and help organisations to thieve amidst complexity. As the Managing Director at the internationally recognised McCrindle, she leads the team in search of insights that lead to a better outcome for organisations, communities and individuals.
Sophie’s presentation will focus on the expectations of a multigeneration workforce:
- Post war Baby boomers- gradually exit the workforce
- Generation X & Millennials (Gen Y0 take on senior roles
- Gen Z become the newest wave of employees
This session will:
- explore the key trends that have shaped each generation’s attitudes towards work, communication, learning and career aspirations.
- Delegates will gain insights into the values, motivations, and expectations of a multigeneration workforce, equipping them with practical strategies to foster collaboration, improve engagement culture
- By understanding generational diversity, organisations can create more inclusive and productive environments that leverage the strengths of all employees
