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

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

Customer Advocacy & Complaints Resolution Blog

How AI is dispatching NAB customer complaints

By: Shreyas Tanna, The Wire News Now
09/16/2019

National Australia Bank is using artificial intelligence to speed up the handling of customer complaints by directing emails straight to the right desk instead of giving them the run-around as human workers may do. This article was originally written by Shreyas Tanna and published by The Wire News Now on September 11, 2019. 

Australian telco complaints are up and it isn't because of the NBN

By: Chris Duckett, ZDNet
09/16/2019

Non-NBN fixed broadband services saw a 62% increase in complaints for the last quarter of 2018. This article was originally written by Chris Duckett and published by ZDNet on July 10, 2019.

ACMA targets telcos without proper complaints-handling

By: Brendon Foye, CRN

The Australian Communications and Media Authority (ACMA) has set its sights once again on telcos that don’t have an appropriate complaints-handling process. This article was originally written by Brendon Foye and published on CRN on 18 July 2019.

Walking the Walk of Customer Advocacy

By: Hillary Kelbick, ABA Banking Journal

In case you haven’t noticed, it’s a tough climate for building brand loyalty in the financial industry these days. Emerging technologies and shifting paradigms are changing the way people bank—and consumers may be more interested in these conveniences and less interested in the companies that provide them. This article was originally written by Hillary Kelbick and published by the ABA Banking Jorunal on 26 June 2019.