Conference Highlights

Why Join This Conference

5 Key Takeaways From Attending The Customer Advocacy And Complaints Resolution Conference

  1. See what makes customer advocacy work, through leading case studies from organizations that have implemented it to great effect
  2. Get up to speed on recent regulatory updates in disputes handling, and how these will shape your own customer advocacy initiatives
  3. Network with industry leaders and fellow industry players to catalyze new ideas around designing better complaints resolution and customer support processes
  4. Discover the critical roles technology such as speech analytics and predictive analytics plays in customer advocacy
  5. Learn how to deal with customer advocacy obstacles through service design, strategy and organizational structuring

 

Hot Topics To Be Discussed

DAY 1: WEDNESDAY, 19 MAY 2021

  1. Managing Complaints Governance Challenges
  2. How Customer Advocacy Helped Teachers Mutual Bank To Win ‘World’s Most Ethical Companies’ Award With Highest Net Promoter Score
  3. Advocating For The Vulnerable – How Suncorp’s Best Customer Advocacy Practices Gives Vulnerable Customer A Voice
  4. Coordinating Customer Advocate Initiatives To Understand Critical Pain Points And Prevent Recurring Systematic Issues
  5. Sensitively Meeting The Special Needs Of The Healthcare Consumer

DAY 2: THURSDAY, 20 MAY 2021

  1. How Mercury Energy Put Vulnerability Champions And Customer Advocacy Firmly In Place
  2. How Yarra Valley Water Is Strengthening Its Commitment To Customer Advocacy With Fairer Treatment
  3. Using Speech Analytics In Call Centers To Identify Vulnerable Customers And Resolve Complaints Handling More Effectively
  4. Turning Disappointing Experiences Into A Great One

DAY 3 POST-CONFERENCE WORKSHOP: FRIDAY, 21 MAY 2021

Workshop A: Using Data Analytics To Identify Systemic Issues Vulnerable Customers Are Facing
Workshop B: Service Design In Complaints Resolution And Handling

Post-Conference Workshops

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.

Illustration of business graph analysis

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.