Agenda

19 May 2021, Wednesday

TIME AGENDA
09:50 Welcoming Speech, Opening Remarks & Thank You Sponsor Speech By Conference Chairperson
Philip-Field-photo-rounded Philip Field
Dispute Resolution Professional
10:00 How Telstra Mitigated COVID-19 Impacts To Complaints Management
telstra Simon Donaldson
Complaints Governance Senior Lead
Telstra

telstra
10:20 How Customer Advocacy Helped Teachers Mutual Bank To Win The ‘World’s Most Ethical Companies’ Award
Michael-Blacker-rounded Michael Blacker
Risk Manager
Teachers Mutual Bank
 TMBL logo
Carolyn-rounded Carolyn van Tilburg
Complaint Resolution Officer
Teachers Mutual Bank
TMBL logo
10:40 Putting Customers First: How Customer Advocates Are Advocating For The Customer
Catherine-Wolthuizen-rounded Catherine Wolthuizen
Customer Advocate
NAB
NAB
11:00
Morning Break
11:10 How Suncorp’s Best Customer Advocacy Practices Gives Vulnerable Customer A Voice
Michelle-Bain-rounded Michelle Bain
Group Customer Advocate
Suncorp
Suncorp
 11:30 Case Study Of The Lion Co’s Experience In Customer Management And Advocacy
Lion Co Julie-Anne Stanford
Program Director
Lion Co.
Lion Co
11:50 Lunch Break
13:00 Panel Discussion: Coordinating Customer Advocate Initiatives To Understand Critical Pain Points And Prevent Recurring Systematic Issues
Panelists:
jess-boddington-rounded Jess Boddington
Policy Director
Australia Banking Association
ABA0001_Rebrand_Logo_Horizontal Stacked_Web_RGB
Carly-Irving-rounded Carly Irving
Executive General Manager

Yurika
Yurika
Adam-Glezer-rounded Adam Glezer
Customer Advocate Professional
13:50 How Data Analytics Helps To Identify Systemic Issues Vulnerable Customers Are Facing
Robert-Barac-rounded Robert Barac
Director, Customer Experience/ Government Innovation/Transaction Banking
ANZ
ANZ
 14:20 Case Study: Sensitively Meeting The Special Needs Of The Healthcare Consumer
Dianne-Nyoni-rounded Dianne Nyoni
Consumer Representative
NSW Health
NSW Health
14:40 Using Speech Analytics In Call Centers To Identify Vulnerable Customers And Resolve Complaints Handling More Effectively
15:00 Closing Remarks By Conference Chairperson
Philip-Field-photo-rounded Philip Field
Dispute Resolution Professional

 

 20 May 2021, Thursday

TIME AGENDA
09:50 Welcoming Speech, Opening Remarks & Thank You Sponsor Speech By Conference Chairperson
Philip-Field-photo-rounded Philip Field
Dispute Resolution Professional
10:00 How Mercury Energy Put Vulnerability Champions And Customer Advocacy Firmly In Place
Bruce-Coetzee-rounded Bruce Coetzee
Customer Care Manager
Mercury Energy
Mercury Energy
10:20 Using The Customer Advocacy Role To Drive Change Management And Employee Engagement

Greg-McPherson-rounded
Greg McPherson
Commercial & Communications Manager
Cerebral Palsy Support Network
Cerebral Palsy Support Network Logo
10:40 Using Voice Of Customer To Drive Continuous Improvement In Customer Advocacy Programs
Michelle-Ward-rounded Michelle Ward
Head, Office of Customer Advocate
NAB/MLC
NAB
11:00 Morning Break
11:10 How Yarra Valley Water Is Strengthening Its Commitment To Customer Service And Advocacy With Fairer Treatment
Bridie Fennessy
Divisional Manager, Service Response
Yarra Valley Water
11:30 Supporting Vulnerable Customers, Putting Vulnerable Customers First – The Perspective from NRMA
Tina-Morrell-rounded Tina Morrell
General Manager, Customer Strategy & Experience
NRMA
nrma
11:50 How City Of Kingston Revamped Its Customer Advocacy By Supporting The Development Of Customer Focused Policies And Procedures
Jackie-Wise-rounded Jackie Wise
Senior Customer Advocate
City of Kingston Council
kingston
Turning Disappointing Experiences Into A Great One: How SumoSalad Uses Social Listening To Respond To Vulnerable Customer Complaints
12:10 Afternoon Break
13:10 Turning Disappointing Experiences Into A Great One
Lawrence Mitchell
Founder & CEO
Raw Energy
Raw Energy company logo
13:30 Client Management In Claims Operations In Insurance
EML Breanna Bergin
Claims Ops Manager
EML
EML
13:50 How Optus Maximizes The Impact Of Its Customer Advocacy Program By Closing The Loop With Its Customers
Dustin-Aspray-photo-2-rounded Dustin Aspray
Associate Director
Optus
Optus
14:10 Panel Discussion: New Challenges In Customer Advocacy In A Period Of Uncertainty And Economic Recovery
Panelists:
Adam-Glezer-rounded Adam Glezer
Customer Advocate Professional
Dustin-Aspray-photo-2-rounded Dustin Aspray
Associate Director, Customer Resolution
Optus
Optus
15:10 Closing Remarks By Conference Chairperson
Philip-Field-photo-rounded Philip Field
Dispute Resolution Professional

21 May 2021, Friday

TIME AGENDA
09:00 – 12:30

 

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.

Ivana-Sekanic-2-rounded Ivana Sekanic
Principal, CX Performance
IAG
iag
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-rounded

Ian Aitchison
CEO
COPC Asia Pacific

COPC_Inc._logo