ALGIM Webinar: Beyond the Score: Customer Experience Insights from the 2025 Council Benchmarking Programme

This webinar is for Australian Local Government Staff only.

Many councils are now achieving strong CX results, but what does the data reveal beneath the surface?

In this session we’ll explore national benchmarking insights from councils across New Zealand and Australia, including cross-channel performance patterns, variability across the sector, and what the results suggest about the next phase of CX improvement.

About the Presenter:

Barbara Whitton
CX Lead
ALGIM

Barb Whitton grew up in small-town New Zealand and, as one of five children, quickly learned how to step forward, try new things and find her voice. Sport played a big role in her early years, where she developed leadership skills and a strong foundation in teamwork, problem-solving and working with people.

She later found her professional home in the local government sector, working across library, technical, community and management roles in three different councils. These experiences have given her a broad understanding of the sector and a passion for serving communities.

Barb is especially proud of building high-performing teams, developing strong relationships with colleagues and communities, and delivering results that make a difference.

She is currently the Customer Experience Lead at ALGIM, where she continues to support councils across Aotearoa New Zealand