19 May 2021, Wednesday

09:00 Welcoming Speech, Opening Remarks & Thank You Sponsor Speech By Conference Producer
Best In Class Customer Advocacy Case Studies
09:15 Keynote

How Hunter Water Uses Customer Advocacy To Win The Highest Customer Satisfaction Ratings
Jane-Blakeney-rounded JANE BLAKENEY
Head of Customer Communication
Hunter Water Corporation
09:45 World’s Most Ethical Company

How Customer Advocacy Helped Teachers Mutual Bank To Win ‘World’s Most Ethical Companies’ Award With Highest Net Promoter Score

Michael-Blacker-rounded MICHAEL BLACKER
Risk Manager
Teachers Mutual Bank Ltd
 TMBL logo
Complaint Resolution Officer
Teachers Mutual Bank Ltd
TMBL logo
10:15 Morning Break
10:30 Interactive Roundtable Discussion: Latest Customer Advocacy And Complaint Trends, Insights And Best Practices With Industry Ombudsmen

  • Aged Care Complaints Commissioner
  • Airline Customer Advocate
  • Australian Financial Complaints Authority
  • Ombudsman New South Wales
  • State And Territory Energy Ombudsmen
Giving The Customer A Voice
11:00 Putting Customers First: How Customer Advocates Are Advocating For The Customer

  • The role of the Customer Advocate
  • Systemic change on Customer Advocacy in the bank
  • Case Studies
Catherine-Wolthuizen-rounded CATHERINE WOLTHUIZEN
Customer Advocate, Retail Banking & Small Business, NAB
Board Director, Telecommunications Industry Ombusman
Telecommunications Industry Ombusman
11:30 Giving The Customer A Voice

Advocating For The Vulnerable – How Suncorp’s Best Customer Advocacy Practices Gives Vulnerable Customer A Voice

Matthew-Leslie-Head-Shot-B-W-rounded MATTHEW LESLIE
Executive General Manager, Group Customer Advocate
Suncorp Group
 12:00 Case Study Of The Lion Co’s Experience In Customer Management And Advocacy In A Post-COVID Environment: How To Improve Positive Outcome For Customers & Reduce Complaints
Program Director
Lion Co.
Lion Co
12:30 Lunch Break
Identifying Vulnerable Customers And Systemic Issues
13:30 Identifying Systemic Issues

How Data Analytics Helps To Identify Systemic Issues Vulnerable Customers Are Facing

Whilst new products and customer journeys are in operation, the use of advanced analytics techniques such as behavioral analytics utilizing Big Data can help better identify vulnerable customers earlier. For instance, monitoring of customer interaction with digital platforms might identify that some customers appear more hesitant or impulsive than others and such behaviors might be an indicator of a customer who is distressed.

Robert-Barac-rounded ROBERT BARAĆ
Director, Customer Experience/ Government Innovation/Transaction Banking
14:00 Identifying Vulnerable Customers

Using Speech Analytics In Call Centers To Identify Vulnerable Customers And Resolve Complaints Handling More Effectively

General Manager Contact Centre
 14:30 Case Study: Customer Advocacy In A Period Of Pandemic – How To Sensitively Meet The Special Needs Of The Healthcare Consumer In The COVID Period
Dianne-Nyoni-rounded DIANNE NYONI
Consumer Representative, SESLHD District Consumer Community Council
NSW Health
NSW Health
15:00 Afternoon Break
Customer Advocacy In Influencing Product Development
15:30 Customer Advocacy In Product Development

Our Journey To Create A Customer-Centric Culture Through Complaint Insights

Rachael-Neumann-rounded RACHAEL NEUMANN
Manager Customer Advocacy
SA Water
16:00 Customer Advocacy In Policies And Procedures

How A Regional Council Revamped Its Customer Advocacy By Supporting The Development Of Customer Focused Policies And Procedures

Preventing Systemic Issues From Recurring
16:30 Panel Discussion

Panel Discussion: Coordinating Customer Advocate Initiatives To Understand Critical Pain Points And Prevent Recurring Systematic Issues

Justin-rounded JUSTIN MINING
Policy Director
Australia Banking Association
 ABA0001_Rebrand_Logo_Horizontal Stacked_Web_RGB
Carly-Irving-rounded CARLY IRVING
Executive General Manager (acting)
Yurika (confirming)
17:00 Closing Remarks By Conference Chairperson

20 May 2021, Thursday

09:00 Welcoming Speech, Opening Remarks & Thank You Sponsor Speech By Conference Producer
Customer Advocacy Best Practices
09:15 Organization Structure

How Mercury Energy Put Vulnerability Champions And Customer Advocacy Firmly In Place By Structuring It Separately From Business Lines With Independent Compensation Structure

Bruce-Coetzee-rounded BRUCE COETZEE
Customer Care Manager
Mercury Energy
Mercury Energy
   Latest Trends And Insights In Customer Advocacy
09:45 Using The Customer Advocacy Role To Drive Change Management And Employee Engagement

General Manager – Customer Experience
Aruma 2
10:15 Morning Break
10:30 Interactive Roundtable Discussion:

  • Using Data and Analytics to Identify Vulnerable Customers
  • Using Data and Analytics to Identify Systemic Issues
  • Implementing Voice of Customers in Customer Advocacy
  • Test Metrics Customer Advocacy Teams Are Tracking
Voice Of Customer In Customer Advocacy
11:30 Voice Of Customer

Using Voice Of Customer To Drive Continuous Improvement In Customer Advocacy Programs

Michelle-Ward-rounded MICHELLE WARD
Head, Office of Customer Advocate
Strengthening Customer Advocacy With Industry Collaboration
12:00 How Yarra Valley Water Is Strengthening Its Commitment To Customer Advocacy With Fairer Treatment
Divisional Manager, Service Response
Yarra Valley Water
12:30 Lunch Break
Enhancing Complaints Resolution And Handling
13:30 Handling Complaints From Vulnerable Customers

Creating A Transparent And Open Customer Advocacy Channel To Ensure Complaints Are Heard And Resolved

Sarah-Graham-rounded SARAH GRAHAM
Head of Customer Experience Initiatives
NAB (invited)
14:00 Identifying Systemic Issues

How nbn Uses Predictive Analytics To Track Customers’ Complaints & Identify Systemic Issues

Rehana-Jagata-rounded REHANA JAGATA
General Manager, Enquiries & Complaints
nbn Australia (invited)
nbn logo
14:30 Hearing Customer Voices

Turning Disappointing Experiences Into A Great One: How SumoSalad Uses Social Listening To Respond To Vulnerable Customer Complaints

Chief Customer Officer
15:00 Afternoon Break
15:30 Case Study: Successful Client Management In Claims Operations In The Insurance Sector
Claims Operations Manager, Federal Self Insurance
16:00 How Optus Maximizes The Impact Of Its Customer Advocacy Program By Closing The Loop With Its Customers
Associate Director, Customer Resolution
16:30 What Are The Latest Metrics Customer Advocacy Teams Are Tracking And How Are They Making This Report Transparent
17:00 Closing Remarks By Conference Chairperson

21 May 2021, Friday

09:00 – 12:30


Workshop A: Using Data 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.

Ivana-Sekanic-rounded Ivana Sekanic
Principal, CX Performance
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.


Ian Aitchison
COPC Asia Pacific