Agenda

19 May 2021, Wednesday

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

• Aged Care Complaints Commissioner
• Airline Customer Advocate
• Australian Financial Complaints Authority
• Ombudsman New South Wales
• State And Territory Energy Ombudsmen

• The role of the Customer Advocate
• Systemic change on Customer Advocacy in the bank
• Case Studies

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

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.

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

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

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

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

20 May 2021, Thursday

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

• 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
  

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

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

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

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

21 May 2021, Friday

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.

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
CEO
COPC Asia Pacific