Interactive Workshops: Monday, 11th November 2019

Workshop A

8:30 am - 9:00 am Using Customer Feedback to Drive Evidence-Based Approach to Continuous Improvement and Customer Experience

Leanne Youssef - Senior Manager Customer Resolution, AMP Life
In a post Royal Commission environment, proposals and reports consistently resonate the focus of putting customers first. These regulatory changes create pressure for heightened transparency and investment in managing complaints data and outcomes. 

In this workshop, Leanne shares 17 years of expertise in financial services dispute resolution and how she is improving AMP Life’s complaints management outcomes. Her oversight across complaints resolution and customer experience gives her a unique ability to align data from customer insight reports to truly drive customer centric improvements.

Key Takeaways:
  • Gain holistic customer feedback analysis from complaints and NPS  to drive data-driven decision making and improvement
  • Using data to identify opportunities to strengthen complaints handling capabilities and deliver confidence to their customers
  • How to bolster the capabilities of complaints assessment and resolution to comply with increased regulatory standards

Invited Facilitator:

Leanne Youssef

Senior Manager Customer Resolution
AMP Life

Workshop B

9:00 am - 9:30 am Driving Customer Centric Improvement through Data Driven Decisions and Insights

Karen Wynn - General Manager of Member Development, RACQ
Feedback and complaints provide a rich source of insights that form the building blocks of your customer experience strategy and support continuous improvement. Customer feedback is a vital source of data, which can identify crucial trends that can be leveraged to improve customer outcomes and shape business solutions to serve customer expectations. 

In this workshop, Karen shares how she is strengthening customer engagement in RACQ’s decision making to drive satisfaction and continuous improvement. Through better understanding data and customer feedback, Karen is leading an outcomes driven approach to provide unmatched member experience and satisfaction. 

Key Themes:
  • Integrating Voice of Member and NPS metrics to create a holistic understanding of customer expectations to drive improvement
  • Performance scorecards and dashboard tools to improve employee engagement and uplift customer outcomes
  • Using data capabilities to identify and manage systemic issues 
  • Using quantitative and qualitative metrics to evaluate the impact of your customer engagement at every touch point

Confirmed Speaker:

Karen Wynn

General Manager of Member Development

Workshop C

9:30 am - 10:00 am Uplifting Employee Engagement and Service Capabilities to Drive Fair Resolution Outcomes and Manage Unrealistic Consumer Expectations and Behaviour

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, organisations are challenged with driving fair customer outcomes whilst managing unrealistic expectations. Hence setting realistic customer expectations is ever important to managing customer dissatisfaction and complaints management outcomes.

In this workshop, leading directors of the Office of the Inspector-General and Taxation Ombudsman share their unique experiences and lessons on managing customer complaints whilst managing challenges of being heavily regulated. Specifically, they discuss how to model customer behavior and align customer expectation to realistic service performance

Key Takeaways:
  • Management and assessment of unintended outcomes through transparent communication and aligning customer expectation to realistic service performance 
  • Supporting staff behavior to uplift customer trust, confidence and complaints resolution outcomes
  • Building complaints management capabilities, through decision tree, role-plays and scripting, to manage customer behavior and safeguard health and wellbeing of complaints resolution staff
  • Uplift employee engagement and empower them to drive fair resolution outcomes and customer satisfaction

Confirmed Facilitators:

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