Agenda
19 May 2021, Wednesday |
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| TIME | AGENDA |
| 09:50 | Welcoming Speech & Opening Remarks By Conference Producer
Conference Introduction & Highlights On Conference Day 1 Key Sessions By Chairperson |
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Philip Field Dispute Resolution Specialist |
| 10:00 | How Telstra Mitigated COVID-19 Impacts To Complaints Management |
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Simon Donaldson Complaints Governance Senior Lead Telstra |
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| 10:20 | How Customer Advocacy Helped Teachers Mutual Bank To Win The ‘World’s Most Ethical Companies’ Award |
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Michael Blacker Risk Manager Teachers Mutual Bank |
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Carolyn van Tilburg Complaint Resolution Officer Teachers Mutual Bank |
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| 10:40 | Transforming Customer Experience Through Driving Customer Advocacy And Complaint Resolution |
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Isabella Villani Company Director Exceed Global |
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| 11:00 |
Morning Break |
| 11:10 | How Suncorp’s Best Customer Advocacy Practices Gives Vulnerable Customer A Voice |
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Michelle Bain Group Customer Advocate Suncorp |
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| 11:30 | NSW Telco Authority Customer Advocacy & Complaints Resolution Program |
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Kylie De Courteney Managing Director NSW Telco Authority |
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| 11:50 | Lunch Break |
| 13:00 | Panel Discussion: Coordinating Customer Advocate Initiatives To Understand Critical Pain Points And Prevent Recurring Systematic Issues |
| Panelists: | |
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Jess Boddington Policy Director Australia Banking Association |
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Adam Glezer Consumer Advocate Professional |
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Ian Harrison Director, Customer Experience Optimisation Verint |
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| 13:50 | Advocating For Customers And The Front Line |
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Paul Kelly Customer Advocacy and Service Improvement Specialist PMK Service Consulting |
| 14:20 | Case Study: Sensitively Meeting The Special Needs Of The Healthcare Consumer |
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Dianne Nyoni Consumer Representative NSW Health |
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| 14:40 | Using Speech Analytics In Call Centers To Identify Vulnerable Customers And Resolve Complaints Handling More Effectively |
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Ian Harrison Director, Customer Experience Optimisation Verint |
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| 15:00 | Closing Remarks By Conference Chairperson |
|
Philip Field Dispute Resolution Specialist |
20 May 2021, Thursday |
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| TIME | AGENDA |
| 09:50 | Welcoming Speech, Opening Remarks & Thank You Sponsor Speech By Conference Chairperson |
|
Philip Field Dispute Resolution Specialist |
| 10:00 | Most Consumer Complaints Can Be Resolved By Taking A Few Simple Steps |
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Michelle Couch-Friedman Executive Director Elliott Advocacy |
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| 10:20 | Using The Customer Advocacy Role To Drive Change Management And Employee Engagement |
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Greg McPherson Commercial & Communications Manager Cerebral Palsy Support Network |
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| 10:40 | How Mercury Put Customer Care Champions & Customer Advocacy Firmly In Place |
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Bruce Coetzee Customer Solutions Manager Mercury |
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| 11:00 | Morning Break |
| 11:10 | How Yarra Valley Water Is Strengthening Its Commitment To Customer Service And Advocacy With Fairer Treatment |
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Bridie Fennessy Divisional Manager, Service Response Yarra Valley Water |
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| 11:30 | Supporting Vulnerable Customers, Putting Vulnerable Customers First – The Perspective from NRMA |
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Tina Morrell General Manager, Customer Strategy & Experience NRMA |
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| 11:50 | Customer Centricity 3.0 |
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Brad Meehan Managing Director Strativity Group Australia |
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| 12:10 | Afternoon Break |
| 13:10 | Turning Disappointing Experiences Into A Great One |
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Lawrence Mitchell Founder & CEO Raw Energy |
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| 13:30 | Evolving Role Of Chief Customer Officer In Customer Advocacy |
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Prashant Bakshi Chief Customer Officer New Zealand Qualifications Authority |
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| 13:50 | How Optus Maximizes The Impact Of Its Customer Advocacy Program By Closing The Loop With Its Customers |
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Dustin Aspray Associate Director Optus |
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| 14:10 | Panel Discussion: New Challenges In Customer Advocacy In A Period Of Uncertainty And Economic Recovery |
| Moderator: | |
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Philip Field Dispute Resolution Specialist |
| Panelists: | |
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Adam Glezer Consumer Advocate Professional |
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Dustin Aspray Associate Director, Customer Resolution Optus |
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| 15:10 | Closing Remarks By Conference Chairperson |
|
Philip Field Dispute Resolution Specialist |
21 May 2021, Friday
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| TIME | AGENDA |
| 09:00 – 12:30
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Workshop A: Using Customer Insights And Analytics To Identify Systemic Issues Vulnerable Customers Are Facing In the wake of the damaging Hayne royal commission, the need to ensure the protection of vulnerable customers and restore trust has never been greater for customer-facing businesses. From policies to products to support services, every customer interaction generates data that conceals powerful insights into the issues and difficulties faced by certain segments of a customer base, such as the elderly, the bereaved and the uneducated. Learning to mine these insights and effectively address such customers’ needs and wants is a job for analytics. Join us at this session to see how data analytics can be applied – and is already being applied – in various industries to identify and support vulnerable customers. |
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Ivana Sekanic Principal, CX Performance IAG |
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| 13:30 – 17:00 |
Workshop B: Service Design In Complaints Resolution And Handling In today’s digitally disrupted business landscape, companies face digital-native and software-driven competitors whose services customers are increasingly exposed to. Reliable, real-time, high-quality service at customers’ fingertips is increasingly growing from differentiator to common requirement, and yet complaints management remains an area where the gap between customer expectations and reality looms large. Various technologies and strategies are already in play to help close this gap, both in reducing the incidence of complaints and increasing the speed of resolution. In this exclusive session, you will get a glimpse of some of these and how they enable your organization to redesign complaints management for maximum agility. |
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Ian Aitchison |
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