2016 Symposium Speaker Papers

Monday

1. FINANCIAL

Turning The Ship Around – a Market Leader’s Ongoing Quest for Customer Excellence
PETER PLUSTWIK, SENIOR MANAGER, CUSTOMER RELATIONS, AND JILL BAPTIST, GENERAL MANAGER, CUSTOMER FUTURES, INSURANCE AUSTRALIA GROUP

Turning the Ship Around – Finance Presentation

2. FMCG 

Meeting Customer Expectations in a Changing Global Environment
JANET PARKER, HEAD OF CARELINE ANZ, DANONE NUTRICIA, NEW ZEALAND (EARLY LIFE NUTRITION)

Meeting Customer Expectations – FMCG Presentation

3. UTILITIES

Leadership & Influence: Using Complaint Systems, Data & Analytics to Regain the Confidence and Trust of Consumers Across the Utilities Landscape
JANINE YOUNG, OMBUDSMAN, ENERGY & WATER OMBUDSMAN NSW and CYNTHIA GEBERT, OMBUDSMAN, ENERGY & WATER OMBUDSMAN VIC AND JUDI JONES, TELECOMMUNICATIONS INDUSTRY OMBUDSMAN

Leadership and Influence – Utilities Presentation

4. GOVERNMENT AND REGULATORY

Making Ripples – How a Small Complaints Unit Can Make a Big Difference Through Frontloading the System
TRINH MAI, MANAGER, EDUCATION COMPLAINTS UNIT, SOUTH AUSTRALIAN DEPARTMENT FOR EDUCATION AND CHILD DEVELOPMENT.

Making Ripples – Government Presentation

Tuesday

8.45amOpening & Welcome
SIMON TRACY, SOCAP AUSTRALIA PRESIDENT

KEYNOTE: Meet your new consumer – future trends influencing customer behaviour
Future Consumer Handout- Keith Suter

DR KEITH SUTER, MANAGING DIRECTOR GLOBAL DIRECTIONS THINK TANK.
Understanding the future consumer is vital for all organisations. How will they think, feel, operate, and require services? Find out what you need to know and do now to be ready for your clients, today, tomorrow and beyond.

The Importance of Leadership in Delivering Customer Service Excellence
Importance of Leadership – Fiona Hayes – Telstra Presentation

FIONA HAYES, HEAD OF CUSTOMER SERVICE AND CONTACT CENTRES, TELSTRA
Great leadership, from senior levels of an organisation to team leaders, is crucial if customer-facing employees are to exhibit the right behaviours and deliver high performance. Only that leadership can ensure the right culture is cultivated, employees feel empowered to deliver, and the needs of customers are met.

The effect of cultural differences on customer behaviour – a research study
MIA LANDER, MANAGING DIRECTOR, KNOWLEDGESPACE
Consumers are influenced not only by the experience of others, but also the culture they reside in and their perceptions of the service provider. New research will show the differences in consumer sentiment when service is delivered locally or off-shore, what the differences are between Australia, South Africa, Germany, England, India, and the Philippines, as well as the differences between how emotions are expressed during an interaction across cultures and explore if this impacts NPS scores and sales results.

The path to exceptional customer experience – the CBA journey
The path to exceptional – Rob Kennaugh – CBA Presentation

ROB KENNAUGH, GENERAL MANAGER, CUSTOMER RELATIONS, COMMONWEALTH BANK AUSTRALIA.
Establishing a high performing dispute resolution culture across an entire organisation requires simple, effective, easy to use processes that are focussed on pragmatic commercial and customer outcomes. And while the quality and capability of the people involved is critical, the process and the way it is applied is fundamental in establishing a consistent, efficient and fair outcome.

Leadership Café
HOSTED BY STEVE SIMPSON
Be welcomed to the Leadership Café by host, Corporate Culture international speaker and author, Steve Simpson, and share your ideas as we explore three questions pertinent to every complaint and customer care professional. Let your voice be heard at this interactive world café session.

What customers say, can say a lot about you – Consumer insights from Fair Trading regulators
ACL Regulator Presentation
LANIE CHOPPING, ASSISTANT DIRECTOR, RETAIL & SERVICES, CONSUMER PROTECTION, DEPARTMENT OF COMMERCE WA, SUZANNE CROWLE, DIRECTOR, ENGAGEMENT AND COMPLAINTS, NSW FAIR TRADING AND STELLA COLLEDAN, BUSINESS IMPROVEMENT MANAGER, CONSUMER AFFAIRS VICTORIA
A national look at how complaints data is having a positive effect on business improvement processes and sparking new conversations

The Changemakers – A 12 month journey of inspirational new industry leadership
Neil McColl – Yarra Valley Water – Presentation
Monique Keighley SOCAP Symposium Speech Transcript

NEIL MCCOLL, CUSTOMER SERVICE & DISPUTE RESOLUTION, YARRA VALLEY WATER AND MONIQUE KEIGHLEY, TECHNICAL CASE MANAGER, PERSONAL INSURANCE, INSURANCE AUSTRALIA GROUP
Since winning the SOCAP Australia Industry Awards for excellence in consumer affairs and complaints handling in 2015, both Neil McColl and Monique Keighley have furthered their award- winning projects in their organisations reaching new goals for consumers.

Wednesday

SOCAP Year in Review
FIONA BROWN, SOCAP CHIEF EXECUTIVE

KEYNOTE: Strategic communication from the frontline – Communicate to get results
Strategic Communication – Patrick Van Grinsven – Presentation
PATRICK VAN GRINSVEN, BARRISTER-AT-LAW
Before his call to the bar, Patrick was employed by the Queensland Police Service and was regarded as one of Australia’s leading Counter-Terrorism Negotiators with the Australian Government’s Attorney-General’s Department and was highly regarded as a Police Hostage Negotiator and specialist facilitator for QLD. He will share his practical expertise on using Strategic Communications to achieve a specific and pre-defined outcome; and Strategy Development, to analyse a problem and identifying and developing the plan and methodology to best resolve it.

Building a culture fit for change
PIP MARLOW, MANAGING DIRECTOR, MICROSOFT AUSTRALIA
Microsoft Australia Managing Director Pip Marlow takes the audience on a journey from Microsoft’s very humble beginnings; highlighting the company’s highest highs in the 1990s to the period when they realised they needed to transform their culture from one driven by individual achievement to a collaborative culture focused on the customer. Pip talks about the importance of disruption, and Microsoft’s own lessons learnt along the way: “Culture is what happens when you’re not watching”.

At the heart of the problem with inclusive resolution – Lessons from the disability services sector
Lessons from the disability services sector – Presentation
ANTHONY KOLMUS, CAPACITY DEVELOPMENT MANAGER, ROCHELLE COLLARD, RESOLUTIONS MANAGER, DISABILITY SERVICES COMMISSIONER (DSC) VICTORIA AND TRICIA MALOWNEY, CONSULTANT
Traditionally people with a disability and their families have not made complaints about the disability services they or their family member receives, for fear of being seen as a ‘whinger’ or difficult person/family, losing services, possible retribution, especially where the person with a disability is unable to verbally communicate, and a history of a charity model of services, where people with a disability have been implicitly and explicitly expected to be thankful for any support they receive. The DSC promotes a complaints model which is inclusive and ensures the focus remains on the person at the heart of the complaint and works towards better timeframes and more efficient processes for the resolution of complaints.

Leading Cultures – In the driver’s seat
STEVE SIMPSON, INTERNATIONAL CULTURE EXPERT
More and more, leaders are recognising that a core responsibility of leadership is to shape and manage their workplace culture – a task that presents many challenges. This presentation by Steve Simpson will provide insights into the pitfalls that leaders typically face in managing their workplace cultures. More importantly, Steve will share what he has learned from working with organisations across the world that have successfully navigated the culture journey – from Kmart in Australia and New Zealand, to McLaren Automotive in the UK to Lincolnshire County Council in the UK.

Getting your bounce back – Maintaining resilience should not be in dispute
Getting your bounce back handout
TREVOR SLATER, DISPUTE RESOLUTION PRACTITIONER, SPINDRIFT SOLUTIONS AND MICHELLE BIHARY, OCCUPATIONAL THERAPIST, THE DELTA CENTRE
Emotional and physical wellbeing is paramount for complaints and customer care professionals, but what happens when you reach a crisis point and need to come back from the edge and maintain your professional resilience. Our two speakers share their experiences from the field.

KEYNOTE: How to Change Behaviour
ADAM FERRIER, CONSUMER PSYCHOLOGIST
We all want people to change; whether we want consumers to buy more, employees to work more or colleagues to think more – if people did exactly what we wanted them to we would all be happier and richer. Using a blend of human psychology and advertising know-how, Adam will take us on a journey to inspire lasting tangible influence across the spectrum of our personal and professional life.