Improving Customer Outcomes Through Effective Customer Advocacy, Complaints Prevention and Remediation 

12 - 13 November, 2019 | Mercure Sydney Central, Sydney, NSW

Conference Day One: Tuesday, 12th November 2019

8:30 am - 9:00 am Coffee & Registration

9:00 am - 9:10 am Opening Remarks from Conference Chairperson

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:
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Brendan French

Executive General Manager of Customer Advocacy and Remediation
CBA

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Chris Kirby

Head of Customer Advocacy
TAL Australia

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Monique Zimany

Manager of Customer Excellence
ING Australia (Chair of Financial Dispute Resolution Industry Working Group)

9:50 am - 10:30 am Telstra Case Study: Maximizing Standards of Responsible Practice and Minimising Risk to Ensure the Safety of Vulnerable Customers

Philip Field - Lead Customer Advocate, Former Lead Ombudsman, Telstra, Australian Financial Complaints Authority
Community expectations and regulatory changes have created impetus for customer protection and maintaining responsible conduct. This has further led to numerous initiatives aimed at restoring trust and ensuring the safety of vulnerable customers. In this session, Philip shares his experiences as the inaugural Customer Advocate at Telstra to improve customer protection. Specifically, he shares how to drive deeper understanding of the unique requirements of vulnerable customers to protect them from financial harm.

Key Themes:
  • Recognising customers with unique needs and assess potential impact of their heightened exposure to risk of fraud and financial abuse
  • Build trust and confidence through an effective complaint handling system to resolve disputes
  • Ensuring robust systems and procedures are in place to identify, inform and support vulnerable customers to maintain standards of responsible practice and minimise risk

Confirmed Speaker:
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Philip Field

Lead Customer Advocate, Former Lead Ombudsman
Telstra, Australian Financial Complaints Authority

10:30 am - 11:00 am Speed Networking

11:00 am - 11:30 am Morning Tea

11:30 am - 12:10 pm Office of the Inspector-General and Taxation Ombudsman Case Study: Adapting Customer Engagement Models and Processes to Increase Complaints Resolution Outcomes

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
In the age of heightened customer expectations and diverse needs, organisations need to revise customer engagement models. In this session, leading directors from the Office of the Inspector-General and Taxation Ombudsman (IGTO) share their strategies on improving complaints resolution capabilities. Specifically, Duy shares how he is identifying systemic issues and customer needs through holistic engagement strategies, whilst Helen shares her experience in aligning feedback and complaints to systems improvement.

Key Themes: 
  • How IGTO is leveraging its  social media strategy to engage diverse communities and gain holistic feedback
  • Improving communication capabilities and customer engagement, through  empathy and journey mapping, to ensure fair resolution  outcomes and customer satisfaction
  • Driving continuous improvement in complaints system through modernizing procedures, such as integrating supportive SMS and tracking features  to satisfy heightened customer expectations 

Confirmed Speakers:
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Duy Dam

Director of Review and Engagement
Office of the Inspector-General and Taxation Ombudsman

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Helen Fong

Acting Director of Complaints
Office of the Inspector-General and Taxation Ombudsman

12:10 pm - 12:50 pm Schneider Electric Case Study: Leveraging Customer Insights to Keep Pace with Evolving Consumer Needs and Demands

LeDon Brooks - Vice President of Customer Experience, Schneider Electric
Consumer expectations are constantly shifting and ever increasing. Managing this is crucial to getting new business and maintaining customer loyalty, hence businesses must be committed to generating deep customer feedback to drive continued improvement or risk being left behind. In this session, LeDon shares his leadership and expertise in using Voice of Customer initiatives to capitalise on evolving opportunities. Specifically he shares how Schneider Electric is simultaneously uplifting both customer outcomes as well as operational efficiency and business growth.

Key Themes:
  • Voice of Customer initiatives to generate deeper understanding and deliver solutions and services they truly appreciate 
  • Using experience and touch point surveys to identify drivers for customer satisfaction and opportunities to drive more value and efficiency
  • How Schneider Electric’s self-service platform and digital tools are improving service accessibility and efficiency 

Confirmed Speaker:
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LeDon Brooks

Vice President of Customer Experience
Schneider Electric

12:50 pm - 1:50 pm Lunch

1:50 pm - 2:30 pm Bupa Case Study: How Bupa is Driving Customer-Centered Cultural Transformation through its Remuneration and Rewards Structure

Justin James - Director of Conduct & Risk, Bupa
Renewed emphasis on improving customer outcomes entails a shift in existing processes and mindsets. In this session, learn how Justin is aligning business objectives to customer interests, to prioritise fair treatment of customers. Moreover, Justin will take you through how he is driving Bupa’s cultural transformation through a rewards and remuneration structure overhaul that’s boosted customer satisfaction metrics.

Key Themes:
  • Aligning employee performance incentives to improve customer outcomes and satisfaction
  • How Bupa successfully identified 4+ qualitative performance drivers and indicators that are aligned to customer experience 
  • Overcoming challenges with securing and embedding change across staff and leadership

Confirmed Speaker:
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Justin James

Director of Conduct & Risk
Bupa

2:30 pm - 3:10 pm Xinja Case Study: Using the Customer Advocacy Role to Drive Change Management and Employee Engagement

Betsy Westcott - Director of Retail Banking, Xinja
Customer Advocates can drive deep impact through change management and better aligning the organization to customer expectations. In this session, learn how Peta is keeping customer outcomes front of mind and aligning business objectives with customer interests. Specifically, she shares how her customer advocacy role is empowering the organization to embrace customer-centric culture, which ultimately translates to customer loyalty and retention.

Key Themes: 
  • Leading employee engagement and clarity of roles and responsibilities through training, presentation and story-telling
  • Lessons learned from inaugurating ‘Xinja Tales’  to share customer stories and deepen awareness on how business decisions impact customers
  • Aligning employee engagement to best serve customer interests by embedding customer advocacy into the employee onboarding experience

Confirmed Speaker:
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Betsy Westcott

Director of Retail Banking
Xinja

3:10 pm - 3:40 pm Afternoon Tea

3:40 pm - 4:20 pm RACQ Case Study: How RACQ is Using Voice of Member to Drive Their Member Experience Strategy

Karen Wynn - General Manager of Member Development, RACQ
Customer feedback is a vital source of data, which can identify crucial trends that can be leveraged to your competitive advantage. In this session, Karen shares how she is using deep member insights to drive continuous improvement and unmatched member experience. Gain valuable insights on how RACQ is using the Voice of the Customer and hard-to-value insights to bridge the gaps between customer expectations and their actual experience.

Key Themes:
  • Evaluating survey data to identify processes that enhance member experience and abandon those that harm customer relationships
  • Increasing member loyalty by using  Voice of Member and survey data to drive outcomes-driven decision making 
  • Aligning staff incentives to improve service outcomes and member satisfaction

Confirmed Speaker:
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Karen Wynn

General Manager of Member Development
RACQ

4:20 pm - 5:00 pm Roundtable Discussion: Customer Centric Cultural Transformation

Lexi Airey - Chief Executive Officer, Gateway Bank
This session will give you the opportunity to drink champagne while discussing the following question in roundtables, before reporting back to the room.

Unpack the tools and skills required of a customer advocate to truly empower the shift in company culture. Furthermore, understand how to align customer insights with organization-wide development and growth initiatives. 

Confirmed Speaker:
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Lexi Airey

Chief Executive Officer
Gateway Bank

5:00 pm - 5:10 pm Closing Remarks from Conference Chairperson

5:10 pm - 5:10 pm Networking Drinks