Improving Customer Outcomes Through Effective Customer Advocacy, Complaints Prevention and Remediation
12 - 13 November, 2019 | Mercure Sydney Central, Sydney, NSW
Australia’s only dedicated conference for Customer Advocacy practitioners and leaders
Many organisations are now appointing Customer Advocates to keep CX front of mind and align business objectives with customer interests, particularly in the banking sector where ASIC has increased funding by $127 million into investigations of banking misconduct.
With this in mind, the Customer Advocacy and Complaints Resolution Summit 2019 will explore strategies and case studies around:
- Customer engagement driving a customer-centric approach
- Embedding cultural values that will aid and develop the complaints resolution process
- Continuous process improvement and how to best develop a method
Interested In Becoming A Valued Sponsor?
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Sponsor #HASHTAGHERE
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Sponsorship Prospectus
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MEET OUR SPEAKERS
Brendan French
Executive General Manager of Customer Advocacy and Remediation
CBA
Duy Dam
Director of Review and Engagement
Office of the Inspector-General and Taxation Ombudsman
Helen Fong
Acting Director of Complaints
Office of the Inspector-General and Taxation Ombudsman
Chris Kirby
Head of Customer Advocacy
TAL Australia
Philip Field
Lead Customer Advocate, Former Lead Ombudsman
Telstra, Australian Financial Complaints Authority
Monique Zimany
Manager of Customer Excellence
ING Australia (Chair of Financial Dispute Resolution Industry Working Group)
Kassandra Hochwallner
Customer Advocacy Manager
Queensland Urban Utilities
Fiona Evans
Vice President of Customer Experience
DHL Express
KEY FOCUS AREAS
Be part of relevant discussions around balancing the importance of adjusting to ever-rising customer expectations whilst maintaining commercial viability
Gain valuable lessons and insights from leading customer advocates and practitioners across diverse industries to uplift customer outcomes through effective customer advocacy, complaints prevention and remediation
Develop solid understanding of how to improve processes in complaints handling
Be empowered and inspired by our diverse panel of customer advocate leaders who are driving deep impact within their organisation
Discover best practices to overcoming common pain points in customer management and complaints resolution
WHO WILL YOU MEET?
Director/GM/Head/Chief:
From the following Industries:
Customer Experience
Banking and Financial services
Customer Advocacy & Engagement
Insurance
Customer Service & Support
Telecommunications
Customer Relations
Retail and Manufacturing
Contact Centres
Utilities
Service Delivery
Government
Sponsorship Opportunities
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Media Partnerships
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