Want to Fast Track your attendance to Customer Advocacy Complaints & Resolution 2019? It's easy! Simply download the registration form and email back to registration@iqpc.com.au.

Over 44 delegates from 19 represented organisations attended the Customer Advocacy & Complaints Resolution Summit in 2018. Find our who you could be joining in 2019.

Ahead of the Customer Advocacy and Complaints Resolution Summit 2018 we chat to Suzanne Crowle, Acting Executive Director of Regulatory Services at NSW Fair Trading. In this article Suzanne chats to us about the complaints register, which launched in July 2016, and delves into how the register is changing business behavior and driving improved customer experiences. 

Capturing the voice of your customer (VoC) is vital if you intend to stay competitive and create a high level of personalisation across all touch points.

Ultimately, understanding VoC will create customer satisfaction that will in turn lead to true brand advocates remaining loyal to your organisation.

Ahead of the Customer Advocacy and Complaints Resolution Summit 2018 we chat to Bernie Wise, Senior Complaints Manager (Internal Dispute Resolution) at TAL Insurance. In this article Bernie chats to us about TAL’s complaints resolution process, and explores how the insurance business is effectively leveraging root cause analysis to improve the resolution process, and to inform product design. 

Ahead of the Customer Advocacy and Complaints Resolution Summit 2018 we look at the strategies, innovation and initiatives five Australian organisations are using in an effort to improve customer advocacy, aid complaint resolution, optimise the customer experience and minimise the negative impact of poor service.