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

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

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Insight from the Experts

Brendan French
Executive General Manager of Customer Advocacy and Remediation
CBA

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

Chris Kirby
Head of Customer Advocacy
TAL Australia

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

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

Kassandra Hochwallner
Customer Advocacy Manager
Queensland Urban Utilities

Fiona Evans
Vice President of Customer Experience
DHL Express

Tina Morrell
General Manager of Customer Strategy and Experience
NRMA

Karen Wynn
General Manager of Member Development
RACQ

Bernie Wise
Senior Manager – Complaints IDR
TAL Australia

Justin James
Director of Conduct & Risk
Bupa

Betsy Westcott
Director of Retail Banking
Xinja

LeDon Brooks
Vice President of Customer Experience
Schneider Electric

Lexi Airey
Chief Executive Officer
Gateway Bank

Leanne Youssef
Senior Manager Customer Resolution
AMP Life

Irfan Ali
Continuous Improvement Capability Manager
Qantas