Improving Customer Outcomes Through Effective Customer Advocacy, Complaints Prevention and Remediation
12 - 13 November, 2019 | Mercure Sydney Central, Sydney, NSW
Leanne Youssef
Senior Manager Customer Resolution AMP LifeInteractive Workshops: Monday, 11th November 2019
8:25 AM Using Customer Feedback to Drive Evidence-Based Approach to Continuous Improvement and Customer Experience
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:
Conference Day Two: Wednesday, 13th November 2019
3:10 PM AMP Life Case Study: Uplifting your Tools and Capabilities to Minimise Dispute Resolution Timeframes and Optimise Complaint Management
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:
Check out the incredible speaker line-up to see who will be joining Leanne.
Download The Latest Agenda
