Global Speakers

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Sarina Pratley

General Manager Contact Centre

ANZ

Sarina is the current head of ANZ New Zealand Contact Centres.  Her teams are responsible for managing 25 million customer interactions annually across multiple assisted and self-service channels. They are focused on ensuring the customer experience is fast, relevant and connected.

She is proud to lead one of New Zealand’s largest contact centres with a fantastic team of more than 900 people across sites in Auckland, Wellington and Christchurch.

A charismatic leader, having lead large teams for over 15 years, Sarina has become tenacious and resilient. She thrives on managing complex challenging environments through significant organisational change.

Sarina is working to transform the business by implementing the vision of the future by investing in: automation, self-service capability, developing digital bankers and becoming a centre of excellence that adds value to the bank.

Personally, Sarina is passionate about giving back to our communities while supporting and advocating for a diverse and inclusive culture.

Topic: Using Speech Analytic In Call Centres To Identify Vulnerable Customers & Resolve Complaints Handling More Effectively

ANZ

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Greg McPherson

General Manager – Customer Experience

Aruma

Greg out-competes larger competitors by integrating the customer journey through operational processes & systems to produce world-class levels of customer satisfaction and sales growth.

With the customer in the center of the conversation, Greg gains buy-in from staff and stakeholders, turn ‘doubters’ into ‘advocates’, whilst motivating frontline staff to deliver outstanding experiences driving revenue and sustainable profitability.

Not only through customer acquisition programs, but with retention strategies elevating customers as ‘Promoters’ through the up-skilled staff who serve them. By combining Net Promoter Score (NPS), Agile & Human-Centered Design techniques, he delivers operational consistency in brand experience with frontline staff who are the best evidence for success. This is where ‘Purpose’ comes alive and stories are born.

With 15 years of digital experience, Greg harnesses the power of Omnichannel strategies that increase sales, with proven returns on investment. Converting customers from ‘brand awareness’ to ‘brand use’.

Implementing the principles of customer experience gained from Human Services/ Healthcare, B2C, B2B, and retail industries, Greg brings along every part of the organization, to create business outcomes that win (& keep) more customers, profitably.

Topic: Using The Customer Advocacy Role To Drive Change Management And Employee Engagement

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Justin Mining

Policy Director

Australian Banking Association

As a Policy Director at the ABA, Justin works with our member banks to set policy strategy and develop advocacy policy on responsible lending, external dispute resolution, mortgage broking and professional standards.

Recently, Justin has been involved developing the industry response to the Royal Commission and its implementation by the Australian Financial Complaints Authority.

Justin’s career started as a solicitor in the banking and competition practice areas at Mallesons Stephen Jacques and Corrs Chambers Westgarth. Before joining the ABA Justin also served as a policy advisor in the NSW and Federal Governments.

Justin holds a Bachelor of Arts/Laws and a Master of Laws (Corporate/Commercial) from the University of New South Wales.

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

 

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Jane Blakeney

Head of Customer Communication

Hunter Water Corporation

Topic: How Hunter Water Uses Customer Advocacy To Win The Higher Customer Satisfaction Ratings

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Rachael Neumann

Manager, Customer Advocacy

SA Water

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

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Catherine Wolthuizen

Customer Advocate, Retail Banking & Small Business / Board Director

NAB / Telecommunications Industry Ombusman

Topic: Putting Customers First: How Customer Advocates Are Advocating For The Customer

Telecommunications Industry Ombusman

Lion Co

Julie-Anne Stanford

Program Director

Lion Co.

Topic: 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

Lion Co

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Robert Barać

Director, Customer Experience/ Government Innovation/Transaction Banking

ANZ

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

ANZ

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Dianne Nyoni

Consumer Representative, SESLHD District Consumer Community Council

NSW Health

Topic: Case Study: Customer Advocacy In A Period Of Pandemic – How To Sensitively Meet The Special Needs Of The Healthcare Consumer In The COVID Period

NSW Health

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Carly Irving

Executive General Manager (acting)

Yurika (confirming)

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

Yurika

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Bruce Coetzee

Customer Care Manager

Mercury Energy

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

Mercury Energy

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Michelle Ward

Head, Office of Customer Advocate

MLC

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

MLC

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Sarah Graham

Head of Customer Experience Initiatives

NAB (invited)

Topic: How NAB Created A Transparent And Open Customer Advocacy Channel To Ensure Complaints Are Heard And Resolved

NAB

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Rehana Jagata

General Manager, Enquiries & Complaints

nbn Australia (invited)

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

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EML

Breanna Bergin

Claims Operations Manager, Federal Self Insurance

EML

Topic: Case Study: Successful Client Management In Claims Operations In The Insurance Sector

EML

Optus

Dustin Aspray

Associate Director, Customer Resolution

Optus

Topic: How Optus Maximizes The Impact Of Its Customer Advocacy Program By Closing The Loop With Its Customers

Optus

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Carolyn Van Tilburg

Complaint Resolution Officer

Teachers Mutual Ltd

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

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Lawrence Mitchell

Chief Customer Officer

SumoSalad

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

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Ian Aitchison

CEO

COPC Asia Pacific

Topic: Service Design In Complaints Resolution And Handling

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Ivana Sekanic

Principal, CX Performance

IAG

Topic: Using Data Analytics To Identify Systemic Issues Vulnerable Customers Are Facing

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Bridie Fennessy

Divisional Manager, Service Response

Yarra Valley Water

Topic: How Yarra Valley Water Is Strengthening Its Commitment To Customer Advocacy With Fairer Treatment

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Matthew Leslie

Executive General Manager, Group Customer Advocate

Suncorp Group

Topic: Advocating For The Vulnerable – How Suncorp’s Customer Advocacy Practices Gives Vulnerable Customers A Voice
Suncorp

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Michael Blacker

Risk Manager

Teachers Mutual Bank Ltd

Michael leads the small team that handles complaints at TMB focusing on helping staff members deal with complaints in the front line and escalating complaints that cannot be resolved. Michael has set out to improve the insights provided to the Bank’s Senior Executive and Board from the Bank’s complaints data recognizing the value of this type of feedback.

Michael is a CPA and has completed a Bachelor of Business Major in Accounting and Banking and Finance with over 25 years experience in Banking and 20 years in risk management. Michael has held a number of senior roles in internal audit, compliance management, risk analysis and risk management with Teacher’s Mutual Bank, CBA, Police Bank, State Super and APRA. His experience spans various elements of risk management AML, Operational Risk, Internal Audit, Compliance Risk Management, Fraud, Complaints, Model risk management, Credit Risk and Prudential Regulation.


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

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