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

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

Conference Day Two: Wednesday, 13th November 2019

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

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

9:10 am - 9:50 am Panel Discussion: Coordinating Customer Advocate Initiatives to Understand Critical Pain points and Prevent Recurring Systematic Issues

In the age of heightened customer expectations, organisations must embed comprehensive measures to improve customer outcomes and complaints resolution. In this panel, leading practitioners discuss how they a re leveraging the customer advocate role to successfully used customer feedback to identify systemic issues throughout their complaints process. Moreover, they share key insights on leveraging customer insights to drive service integration to ultimately improve customer experience.

Key Themes:
  • Using tracking and service integration tools to oversee the overall experience of customers
  • Leveraging customer feedback to influence decision making that drives customer focused service delivery and continuous improvement
  • Reinforcing customer focused policy development that is aligned to customer expectations

9:50 am - 10:30 am TAL Australia Case Study: Mastering Frontline Dispute Resolution Capabilities to Increase Customer Outcomes and Restore Trust

Bernie Wise - Senior Manager – Complaints IDR, TAL Australia
Amidst the Royal Commission and ASIC’s heightened emphasis on fair and timely dispute resolution outcomes, TAL is demonstrating their commitment to improving customer outcomes and effective complaints resolution. In this session, Bernie shares how she is leveraging best practices to uplift IDR outcomes at TAL through effective training programs and fostering a customer centric mentality. Moreover, she shares insights on driving fair and reasonable outcomes through embedding the customer advocate mindset from the initial dispute handling stage.

Key Themes:
  • Understanding the consequences and costs of ineffective resolution outcomes on the business and its customers 
  • Upskilling frontline complaints resolution capabilities to identify root causes and underlying customer pain points more efficiently
  • Developing systems and processes toward customer centricity to improve fairness, transparency and speed of resolution and remediation

Confirmed Speaker:
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Bernie Wise

Senior Manager – Complaints IDR
TAL Australia

10:30 am - 11:00 am Morning Tea

11:00 am - 11:40 am Panel Discussion: Using Data-driven Insights and Automation to Enhance Customer Outcomes

A report states that 85% of all customer interactions will be handled without a human agent by 2020. However, in an increasingly digitised environment, how do we provide ‘frictionless’ customer resolutions without compromising valued customer interaction? In this session, leading practitioners discuss how they are using customer insights and feedback to drive continuous improvement, keeping the customers interest at the heart of improvement initiatives. Moreover, they explore how data and automation can transform customer interactions to ensure human agents are delivering truly value-added activities. 

Key Themes:
  • Ensure the success of low engagement relationships through leveraging automation and real-time self-service tools
  • Identifying the right tasks and processes to automate to coordinate a truly seamless customer experience
  • Uplift business intelligence tools and capabilities to generate deep customer feedback to drive change
  • How leaders are using Voice of Customer and NPS platforms to drive customer-focused decision making

11:40 am - 12:20 pm Queensland Urban Utilities Case Study: Gain Cultural Buy-in to Uplift Complaints Resolution Capabilities and Complaints Management Outcomes

Kassandra Hochwallner - Customer Advocacy Manager, Queensland Urban Utilities
The Customer Advocate is widely responsible for communicating the voice of the customer throughout the organization. This entails heavy involvement with various departments to make a positive difference to customers in broader initiatives and processes. In this session, learn how Kassandra is leveraging her role to align strategy and processes with customer centricity to improve complaints outcomes. 

Key Themes:
  • Using customer feedback and insights to identify root causes and systematic issues to improve complaints outcomes
  • Gain executive-level buy in into change management initiatives to deepen understanding of the customer’s perspective and the impact of business decisions on customers
  • Distribute customer insights through forums and training to drive organisation-wide  cultural change and customer empathy

Confirmed Speaker:
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Kassandra Hochwallner

Customer Advocacy Manager
Queensland Urban Utilities

12:20 pm - 1:20 pm Lunch

1:20 pm - 2:00 pm Qantas Case Study: Driving Deep Cultural Transformation and Employee Engagement to Drive Customer Outcomes

Irfan Ali - Continuous Improvement Capability Manager, Qantas
In driving sustainable customer outcomes, its important to create transparent and collaborative dialogue and employee engagement. Qantas is differentiating itself through not only its commitment to customer experience, but also in uplifting employee engagement through its various cultural transformation initiatives. In this session, Irfan shares the lessons learned from engaging staff at all stages of the customer management program to leverage deeper insights and drive continuous improvement.

Key Themes:
  • Engaging frontline staff to share first point of contact insights to shape business solutions that truly align with customer expectations 
  • Developing an inclusive decision making process that includes employee and customer insights to drive process improvement 
  • Embedding frameworks and tools to enable cross-functional collaboration and management of customer outcomes

Invited Speaker:
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Irfan Ali

Continuous Improvement Capability Manager
Qantas

2:00 pm - 2:40 pm DHL Express Case Study: Improve Customer Satisfaction By Driving Customer-Centric Engagement Throughout the Entire Organisation

Fiona Evans - Vice President of Customer Experience, DHL Express
Customer centricity is essential to retain customers amidst heightened customer expectations for seamless experience and service efficiency. In this session, Fiona shares how she is driving customer satisfaction by using customer feedback to drive business improvement. Moreover, hear how she is ritualizing employee engagement best practices across DHL to increase staff engagement and ultimately increase customer satisfaction. 

Key Themes:
  • Using NPS feedback to drive change and improvements to existing customer management practices and services  
  • Improve employee engagement and clarity of roles and responsibilities through training and Voice of Team initiatives
  • DHL’s unique employee onboarding experience and how it is driving customer empathy

Confirmed Speaker:
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Fiona Evans

Vice President of Customer Experience
DHL Express

2:40 pm - 3:10 pm Afternoon Tea

3:10 pm - 3:50 pm AMP Life Case Study: Uplifting your Tools and Capabilities to Minimise Dispute Resolution Timeframes and Optimise Complaint Management

Leanne Youssef - Senior Manager Customer Resolution, AMP Life
The Financial Services industry is urged to optimise the complaints handling processes to respond to tightened regulations and ASIC’s proposal of minimized IDR timeframes. In this session, Leanne shares her deep expertise in customer resolution and her holistic overview of AMP Life’s complaints and NPSfeedback. She further shares how deep customer insights are driving continuous improvement.

Key Themes: 
  • The challenges of resolving legacy complaints in limited timeframes and their implications
  • Combining complaints and NPS into feedback analysis reports to gain deeper insight and identification of systemic issues
  • Using customer complaints and feedback to uplift data-driven decision making and continuous improvement

Invited Speaker:
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Leanne Youssef

Senior Manager Customer Resolution
AMP Life

3:50 pm - 4:30 pm NRMA Case Study: Using Automation to Optimise Complaints Outcomes and Deliver a Valued Customer Experience

Tina Morrell - General Manager of Customer Strategy and Experience, NRMA
For almost a century, millions of Australians have relied on NRMA for roadside assistance and insurance. Building its brand on trust, NRMA has been on a journey to re-invigorate is member experience to maintain relevance in the changing consumer landscape. In this session, Tina shares key insights on using feedback analysis to identify trends in customer behavior and preferences to direct future opportunities. Specifically, she shares the success of NRMA’s self-service platform which delivers greater efficiency and enables staff to deliver more value-added services that members truly appreciate.

Key Themes:
  • How NRMA’s Voice of the Customer Platform is delivering deeper, personalized insights to improve all stages of the customer journey and drive higher customer satisfaction
  • How self-service tools are improving internal engagement and accountability to drive better customer resolution outcomes
  • Improving NPS scores through aligning self-service capabilities across  all stages of customer complaints to drive leadership in customer service  

Confirmed Speaker:
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Tina Morrell

General Manager of Customer Strategy and Experience
NRMA

4:30 pm - 4:40 pm Closing Remarks from Conference Chairperson

4:40 pm - 4:40 pm END OF CONFERENCE