2018 Symposium Speaker Papers

Punching through the Shadows – Complaints of the Modern Consumer
Jason Lawrence, Business Improvement Manager, QLD Fair Trading
Presentation

Transformation and Transition in Human Services
Emma Cotterill, Director, Disability, Commonwealth Ombudsman
Rochelle Collard, Resolutions Manager, Disability Services Commissioner
Presentation

HUMAN FACTORS
Keynote Mark Pesce
Contact the SOCAP office for presentation

THE CHANGEMAKERS
Nicole Chapman, Customer Resolutions Specialist, IAG – contact the SOCAP office for presentation
Adam Cooper, Group Lead Families Segment, Inland Revenue New Zealand
Vivianne Hunyh, Senior Complaints Analyst, ANZ

CHIPS FOR SCHOOLS
Katharine Ovenden, Director Feedback and Complaints, NSW Department of Education
Presentation

COGNITIVE COMPLAINTS MANAGEMENT
Bronwyn Edwards, Cognitive Process Transformation Lead for Financial Services, IBM
Contact the SOCAP office for presentation

TURNING UP THE DIAL ON TRUST AND EMPATHY IN BANKING
Gabrielle Dracopoulos
Presentation

DYNAMIC CHANGE – NEW FRONTIERS
Keynote Liam Knight, Co-Founder, The White Knight Foundation
Contact the SOCAP office for presentation