Rydges Sydney Central
Rydges Sydney Central, 28 Albion St, Surry Hills NSW 2010, Australia

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Event Date Tue Nov 27 HKT - Wed Nov 28 HKT (about 3 years ago)
In your timezone (EST): Tue Nov 27 12:00am - Wed Nov 28 12:00am
Location Rydges Sydney Central
28 Albion St, Surry Hills NSW 2010, Australia
Region APAC

Australia’s Only Commercial Conference Focusing on Customer Advocacy and Complaints Resolution

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 2018 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


2018 Speakers

Philip Field
Lead Ombudsman - Banking & Finance, Financial Ombudsman Service Australia

Ryan Kassel
Head of Advocacy and Operations, Commonwealth Bank

Ledon Brooks
Vice President - Customer Experience Pacific, Schneider Electric

Bernie Wise
Senior Manager - Complaints (idr), TAL Australia

Andrew Agnew
Director, Client Contact Group, Department of Agriculture and Water Resources

Callie Moran
Customer Experience Manager, Anglicare At Home

Irfan Ali
Continuous Improvement Manager-Master Black Belt, Vodafone Hutchison Australia Pty Limited

Sotheary Hatch
Acting Director – Taxation Complaints and Review, Office of Inspector-General of Taxation

Tina Morrell
General Manager, Customer Value Proposition, The NRMA

Sheree McGuffin
Director National Complaints, NDIS

Suzanne Crowle
A/Executive Director, Regulatory Services, NSW Fair Trading

Grace Ng
Director - Tax Complaints & Review, Office of Inspector-General of Taxation

Gabriel Abdel Messih
Senior Manager USO Complaints, AMP

Erin Norman
Customer Relations Manager, Simply Energy

Karen Andrews
Head of Consumer Engagement Services, Nestle Australia Limited

Dallas Follet
Principal Advisor (Customer Engagement), TransLink

Kassandra Hochwallner
Customer Advocacy Manager, Queensland Urban Utilities

Gabrielle Dracopoulos
Former Vice President of Customer Advocacy, Citi

Agnieszka Hatton
Head of Business Insights & Analytics, Commonwealth Bank

Sponsors & Partners

2018 Sponsors and Partners

• Management IQ