Education & Events

Essential Skills for Improving Customer Experience


Essential Skills for Improving Customer Experience

Date: Wednesday, November 9, 2022 (9:00 AM - 2:00 PM ET) 

Location: Zoom (participants will receive their unique link and further instructions upon registration)

Delivering great customer service has been even more challenging post-pandemic as we struggle with staff resources and the increasing demands and expectations of our customers. In this workshop, we will explore the difference between customer service and the customer experience. Discover how focusing on customer experience can lead to continuous improvement and positive changes that are both impactful and sustainable. As customer service providers, learn how to take an ‘outside in’ approach to delivering services to improve every interaction.  

Learning Outcomes:

Join us to learn how customer experience fits into your strategic plan and continuous improvement exercises and why it is important for local government to move in this experienced-focused direction.  
This workshop will be interactive and provide participants with the essential components of a customer experience program for municipalities of all sizes. Participants will learn tactics and strategies for dealing with frustrated and abusive customers and how to turn these types of interactions into positive experiences for all parties.


This workshop will take place virtually over Zoom where participants are encouraged to come with their questions and be ready for a lively discussion!

About the Instructor

Angela Morgan, CMO, AOMC 

Executive Lead – Customer Experience, City of Burlington

Angela Morgan

Angela Morgan is the Executive Lead – Customer Experience for the City of Burlington. 
Her career with the City of Burlington began in 1989 as Assistant Clerk and since that time she has fulfilled roles in the Human Resources Department, City Manager’s office, Bylaw Enforcement and Licensing, and as City Clerk. Angela has been the Executive Lead for Customer Experience since 2019.
Outside of her day-to-day work, Angela has always been a proponent of professional development and has successfully maintained her CMO and AOMC designations. She has served on the AMCTO Board of Directors including as President of the Association in 2018-2019. Angela has also been involved in various committees and task forces through AMCTO including the Enforcement and Licensing Project Team, as a marker for the Law program, as a mentor and chair of the Governance Review Working Group.


Refund Policy: All Cancellations must be confirmed in writing. A refund levy of $113 (includes HST) will be applied to every cancellation received up to five (5) business days prior to the holding of the session. No refunds will be made for cancellations of less than five (5) business days prior to the holding of the session.

Disclaimer: AMCTO reserves the right to decline registration based on proprietary information/material being presented at this session, and for other reasons such as copyright issues. We will endeavour to make sure all scheduled events take place, but AMCTO reserves the right to alter, change or cancel dates, venues and workshops, for any reason.  "This personal information, which you may provide to us, is used only for internal purposes to process your registration fee payment and to contact you or to distribute AMCTO-related materials to you, in the event that you have identified this personal contact information as your preferred means of contact."