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

12 - 13 November, 2019 | Sydney

Australia’s only dedicated conference for Customer Advocacy practitioners and leaders

With poor customer service costing Australian businesses $40 billion p.a. according to The EY Customer Experience Series™, and $720 for each negative customer experience, effective customer advocacy and complaints resolution is vital for organisations to remain competitive and profitable.

Many organisations are now appointing Customer Advocates to keep CX front of mind and align business objectives with customer interests, particularly in the banking sector where ASIC has increased funding by $127 million into investigations of banking misconduct.
With this in mind, the Customer Advocacy and Complaints Resolution Summit 2019 will explore strategies and case studies around:

  •     Customer engagement driving a customer-centric approach
  •     Embedding cultural values that will aid and develop the complaints resolution process
  •     Continuous process improvement and how to best develop a method

Featured Speakers

5 Focus Areas

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Be part of relevant discussions around balancing the importance of adjusting to ever-rising customer expectations whilst maintaining commercial viability

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Gain valuable lessons and insights from leading customer advocates and practitioners across diverse industries to uplift customer outcomes through effective customer advocacy, complaints prevention and remediation

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Develop solid understanding of how to improve processes in complaints handling

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Be empowered and inspired by our diverse panel of customer advocate leaders who are driving deep impact within their organisation

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Discover best practices to overcoming common pain points in customer management and complaints resolution

Who Will You Meet and Network With?


From the following Industries:

Customer Experience

Banking and Financial services 

Customer Advocacy & Engagement


Customer Service & Support


Customer Relations

Retail and Manufacturing

Contact Centres


Service Delivery