Global Speakers

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Greg McPherson

Commercial & Communications Manager

Cerebral Palsy Support Network

Greg’s current role, Commercial and Communications Manager with the Cerebral Palsy Support Network, begins with building community awareness and engagement through to the infrastructure and financial governance of operating a truly customer aligned (and profitable) ‘For Purpose’ disability organisation.

With the customer ‘in the middle of every conversation’ his 30 years’ experience spans innovative customer-centric operational processes and thinking across diverse sectors: Manufacturing, Wholesaling, Retail, Allied Health, Genetics and Human Services.

The best place to start transformation is where relationships get made and tested; which is why he transforms frontline teams’ productivity and customer satisfaction efforts, resulting in Net Promoter Scores of over 80%.

His expertise ranges from start-ups and joint ventures in China, India & USA to SMEs and Multinational corporates, including;
– Xerox, Electrolux, Whirlpool, Brivis,
– Mitre 10, Spotlight, Anaconda,
– Symbion Health, Genetic Technologies, Bupa & Aruma Disability Services.

Qualifications include degrees in Marketing & Applied Psychology from Monash University.

By applying the universal principles of customer engagement and satisfaction, he has become a thought leader in aligning organisations to their customers; not the other way around.

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

Cerebral Palsy Support Network Logo

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Jess Boddington

Policy Director

Australian Banking Association

Jess Boddington is a Policy Director at the Australian Banking Association. Jess is responsible for working with Australian banks to set policy strategy and develop and advocate policy positions on financial services and consumer protection regulation. Her background is as an economist, and she has previously worked in financial services regulation and energy market design.

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

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Adam Glezer

Customer Advocate Professional

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

Panel Discussion: New Challenges In Customer Advocacy In A Period Of Uncertainty And Economic Recovery

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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

EML

Breanna Bergin

Claims Operations Manager, Federal Self Insurance

EML

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

EML

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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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Michelle Bain

Group Customer Advocate

Suncorp

Topic: How Suncorp’s Best Customer Advocacy Practices Gives Vulnerable Customer A Voice

Suncorp

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Tina Morrell

General Manager, Customer Strategy & Experience

NRMA

Topic: New Challenges In Meeting Customer Satisfaction: A NRMA Perspective

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Jackie Wise

Senior Customer Advocate

City of Kingston Council

Topic: How City Of Kingston Revamped Its Customer Advocacy By Supporting The Development Of Customer Focused Policies And Procedures

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telstra

Simon Donaldson

Complaints Governance Senior Lead

Telstra

Topic: How Telstra Mitigated COVID-19 Impacts To Complaints Management

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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

Founder & CEO

Raw Energy

Topic: Turning Disappointing Experiences Into a Great One

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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 Customer Insights And 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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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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