19 May 2021, Wednesday
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TIME |
AGENDA |
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09:00 |
Welcoming Speech, Opening Remarks & Thank You Sponsor Speech By Conference Producer |
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Best In Class Customer Advocacy Case Studies |
09:15 |
Keynote
How Hunter Water Uses Customer Advocacy To Win The Highest Customer Satisfaction Ratings
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JANE BLAKENEY
Head of Customer Communication
Hunter Water Corporation
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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 |
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MICHAEL BLACKER
Risk Manager
Teachers Mutual Bank Ltd |
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CAROLYN VAN TILBURG
Complaint Resolution Officer
Teachers Mutual Bank Ltd |
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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
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Giving The Customer A Voice
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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
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CATHERINE WOLTHUIZEN
Customer Advocate, Retail Banking & Small Business, NAB
Board Director, Telecommunications Industry Ombusman |
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11:30 |
Giving The Customer A Voice
Advocating For The Vulnerable – How Suncorp’s Best Customer Advocacy Practices Gives Vulnerable Customer A Voice |
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MATTHEW LESLIE
Executive General Manager, Group Customer Advocate
Suncorp Group
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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
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JULIE-ANNE STANFORD
Program Director
Lion Co.
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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. |
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ROBERT BARAĆ
Director, Customer Experience/ Government Innovation/Transaction Banking
ANZ |
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14:00 |
Identifying Vulnerable Customers
Using Speech Analytics In Call Centers To Identify Vulnerable Customers And Resolve Complaints Handling More Effectively |
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SARINA PRATLEY
General Manager Contact Centre
ANZ |
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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 |
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DIANNE NYONI
Consumer Representative, SESLHD District Consumer Community Council
NSW Health |
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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 |
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RACHAEL NEUMANN
Manager Customer Advocacy
SA Water
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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 |
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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 |
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JUSTIN MINING
Policy Director
Australia Banking Association
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CARLY IRVING
Executive General Manager (acting)
Yurika (confirming) |
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17:00 |
Closing Remarks By Conference Chairperson |
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