Improving Customer Outcomes Through Effective Customer Advocacy, Complaints Prevention and Remediation
12 - 13 November, 2019 | Mercure Sydney Central, Sydney, NSW
Monique Zimany
Manager of Customer Excellence ING Australia (Chair of Financial Dispute Resolution Industry Working Group)Conference Day One: Tuesday, 12th November 2019
9:10 AM Panel Discussion: Driving Fair, Transparent and Suitable Customer Outcomes through Shifting Organisational Thinking and Processes
Many industries are experiencing numerous external pressures, brought on by the Royal Commission and BEAR regime, to incur heightened responsibility for managing customer relations. This is changing frameworks and processes to ensure customer interests are placed at the heart of the organisation. This panel focuses on how leading customer advocates are strengthening internal processes and delivering confidence to their customers.
Key Themes:
- Building robust processes and codes of conduct that deliver responsible and fair customer outcomes
- Uplifting customer trust and brand loyalty by leveraging holistic customer feedback analysis from complaints and NPS to drive effective decision making and improvement
- Delivering improvements to organization wide standards of practice and service to improve complaint management outcomes
Confirmed Speakers:
Check out the incredible speaker line-up to see who will be joining Monique.
Download The Latest Agenda
