2015 SOCAP Australia International Symposium

Innovation, Insight & Imagination – Changing the world of Complaint Management

17 to 19 August 2015Doltone House, Darling Island Wharf, Sydney

Final_program 

MONDAY 17 AUGUST 2015

SPECIAL INTEREST WORKSHOPS (Select 1 Only)

1.30PM -3PM

1:30pm: CUSTOMER PROFILING with Peter Gillson, Director – SFI International

As the consumer life cycle sees control migrate from business to consumer, we will challenge the traditional methods for customer engagement and take a holistic multi-channel approach of listening to customer conversations and create a delivery model based on what your customer wants now.

1:30pm DETECTING DECEPTION AND BUILDING RAPPORT FOR SUCCESSFUL COMPLAINTS INVESTIGATIONS with Trevor Slater, General Manager, Financial Services International

Matching customer behaviour to build instant rapport is an important skill for investigators and anyone who interacts with people. But connecting with your customer is not always enough. Have you ever felt that during a conversation the person speaking to you is not telling you everything? In this fascinating and fun workshop learn how to connect and detect deception.

1:30pm HIGH PERFORMING TEAMS – RAISING THE BAR ON SERVICE DELIVERY – HOW TO GIVE CUSTOMERS A SEAT AT THE TABLE with Simon Harris, Director, Zebra Connections and Katie Harris – Director of Research, Zebra Connections

Putting customers front and centre of every discussion. Share in a case study a that demonstrates how the real, immediate and compelling voice of the customer – brought to life through video – is a powerful catalyst for taking Customer Service in the organisation seriously, and quality service delivery to the next level.

1:30pm ONLINE CREDIBILITY – BEYOND THE MYTHS OF SOCIAL MEDIA withMatthew Cox – Dialogue Consulting

The way in which we communicate is changing but the reasons why remain the same.Take a look into some of social media’s greatest triumphs and most spectacular failures and explore a series of principles that will shape the way you manage your online interactions.


INDUSTRY SECTOR FORUMS – (Select 1 Only)  

3.30PM TO 5PM
  • FINANCIAL – Journey to the Resolution – with Mathew Hamelin, Pepper Group
  • FMCG – Niki Lindsay Consumer Affairs Manager & Vigilance Coordinator – Colgate-Palmolive.
  • UTILITIES –  with Janine Young, NSW Energy Ombudsman
  • GOVERNMENT – AS/NZS 10002:2014 Successful Implementation – with Kym Davey, Manager Administrative Improvement, Ombudsman SA and Dr Jason Price, Price Perrott

WELCOME COCKTAIL PARTY
5.30pm-7pm
Drinks & networking and be prepared to let your imagination and creativty soar.
Signorelli Gastronomia
Ground Floor of Accenture/Google Building,
Trouton Place, Sydney

TUESDAY 18 AUGUST 2015

9.00AM WELCOME – SOCAP Australia President, Jane Pires

9.20AM KEYNOTE: MATTHEW MITCHAM – OLYMPIC GOLD MEDALLIST DIVER
TWISTS AND TURNS

Matthew Mitcham’s life story is a compelling journey with a strong message of resilience, driving his success, both in and out of the pool. Olympic Gold Medal winning diver, Matthew is an aspirational high achiever yet is refreshingly real, revealing the strengths and frailties of the human spirit, sharing how emotional intelligence, resilience, and focussed thinking, help him meet the next challenge in his successful career.

10.00am GAMIFICATION AND THE USER EXPERIENCE – INNOVATING CUSTOMER SERVICE DELIVERY
DR BILL PETRESKI, DIRECTOR, TECHNOLOGY & INNOVATION, PRIVATE ENTERPRISE, KPMG

Gamification is an emerging modern business practice that uses game mechanics and game design elements to measure, influence and reward target user behaviour. Gain insights on gamification trends, real-world business challenges and how game thinking can revolutionise business and create a more engaging customer experience.

10.45am Morning tea & exhibition – refreshment break sponsored by Coretec

11.00am CONNECTING PASSENGERS – A NEW ROUTE FOR QANTAS
    JO BOUNDY, HEAD OF DIGITAL & ENTERTAINMENT, QANTAS GROUP 

Carrying 50 million passengers every year, the QANTAS Group connects its passengers in numerous ways across multiple channels.

Social media is one such channel, that has revolutionised the way Qantas communicates with its customers. With over one million fans and followers, social media has resulted in a new journey for the airline and impacted all sectors of customer service, brand management, loyalty and sales.

11.45am  STORIES FROM THE FRONTLINE – RISE OF UNREASONABLE CONDUCT FROM COMPLAINANTS
PROF GORDIAN FULDE, HEAD OF EMERGENCY AT ST VINCENTS HOSPITAL AND CHRIS WHEELER, NSW DEPUTY OMBUDSMAN

The problem of unreasonable conduct by complainants appears to be getting worse, both in terms of the number of people whose conduct is unreasonable, and the extent or seriousness of their conduct. We are seeing more and more media reports about bad behaviour, such as patients and families in hospitals, parents in schools, students online, passengers on planes and the list goes on. Why does it appear that more and more people are prepared to go down this path, or unable to prevent themselves from doing so?

12.20 PM MINISTER’S ADDRESS
HON VICTOR DOMINELLO MP, NSW MINISTER FOR INNOVATION AND BETTER REGULATION

Following the Baird Government’s re-election in March 2015, Victor was sworn in as the state’s first Minister for Innovation and Better Regulation. In his current role Victor is responsible for the Office of Fair Trading and the NSW

Government’s ICT Strategy as well as leading on a range of open government, data analytics, innovation and regulatory reform initiatives.

SOCAP AGM 12.55

2PM EMBRACING CUSTOMER INSIGHTS WITH INNOVATION DESIGN
DARREN BAIRD, HEAD OF DESIGN, ANZ GROUP INNOVATION

Many companies strive, aspire and organise to deliver exceptional customer experiences however fall short or underestimate the effort required. Focusing on digital transformation, we’ll step through the principles, process and people required to create and deliver exceptional customer experiences through focused execution.

2.45PM CUSTOMER DIVERSITY – IT’S NOT ALL ABOUT ETHNICITY AND COLOUR
 ANDY RODGER, DIRECTOR STAKEHOLDER RELATIONS, INFORMATION, INTELLIGENCE COMMUNICATIONS – DEPARTMENT INLAND REVENUE NZ

Treating our customers fairly, regardless of age, gender, disability, ethnicity, race, sexual orientation, religion and beliefs is vital to the principles of ethical business and ethical organisations. But how does that translate into how we perceive, create and deliver customer service strategies in an increasingly diverse and changing society and marketplace?

4PM INTERNATIONAL SNAPSHOT – CUSTOMER SERVICE IN THE AUTO INDUSTRY –
THE GENERAL MOTORS JOURNEY IN US AND AUSTRALIAJIM MOLONEY, GLOBAL DIRECTOR, CONTACT CENTRE TRANSFORMATION GM GLOBAL CONNECTED CUSTOMER EXPERIENCE & NARELLE STACK, DIRECTOR CUSTOMER EXPERIENCE, HOLDEN LTD

WEDNESDAY 19 AUGUST 2015

8.45AM WELCOME, ANNOUNCEMENT OF AWARD WINNERS
FIONA BROWN, SOCAP AUSTRALIA CEO

9.00AM KEYNOTE: DR ADAM FRASER, HUMAN PERFORMANCE RESEARCHER
              GRIT ATTITUDES TO DRIVE SUCCESS

Seventy seven per cent of all change efforts in corporations fail, 63% of strategy is never implemented. Where do you fall on this scale? Why? Find out if you lack GRIT, and more importantly how you can become GRITTY to succeed in business.

9.45AM HANGING UP ON COMPLAINTS! HOW VIRGIN MOBILE’S MASS CULTURALTRANSFORMATION QUADRUPLED CUSTOMER SATISFACTION

ROBBIE DICKENSON, SENIOR MANAGER, VIRGIN MOBILE OPERATIONS AND CHRIS LYNCH, ASSOCIATE DIRECTOR, TECHNOLOGY AND DELIVERY, VIRGIN MOBILE AUSTRALIA

Virgin Mobile was able to remove over 20% of their call centre costs and at the same time reach record levels of customer satisfaction. In 2014, customer complaints were down 43% and this level is steadily improving. Robbie Dickenson explains how Virgin achieved this and what you can do, to reach the same level of customer and employee satisfaction. Chris Lynch presents innovation in technology and how Virgin has embraced managing IT in a connected world, showcasing tools that have helped transform the way customers interact with Virgin Mobile.

10.45 AM WORKING 24/7 – WHAT A WAY TO MAKE A LIVING – FLEXIBLE WORKFORCES
LYNDA MCALARY-SMITH, EXECUTIVE DIRECTOR PROACTIVE COMPLIANCE AND EDUCATION, FAIR WORK OMBUDSMAN

The complaints and customer care business is 24/7 but how do your teams cope? Businesses with flexible working arrangements benefit from increased productivity through improved employee job satisfaction, more committed employees, increased innovation, reduced staff turnover, decreased absenteeism and a competitive edge in recruiting as an employer of choice.

11.15 – 12.15PM BREAK  OUT SESSIONS (Select 1 Only)


Breakout Option 1: 

CUSTOMER SATISFACTION IS NOT ENOUGH – USING INFORMATION TO DIFFERENTIATE PERFORMANCE FROM SATISFACTORY TO EXCEPTIONAL. ROB KENNAUGH, GENERAL MANAGER GROUP CUSTOMER RELATIONS, CBA
Intuitively, we know that resolving customer dissatisfaction can have a positive impact on satisfaction. However, the real game changer occurs when you use the information to drive business performance and stop the issue from happening again. This action is what truly differentiates organisations which are satisfactory and those that are exceptional in customer service.

Breakout Option 2:

GET IT EARLY AND MAKE IT RIGHT – THE ART OF SKILFUL TRIAGE
JENNIE PAKULA, VICTORIAN LEGAL SERVICES BOARD & COMMISSIONER
Could a change in the way you see your functions and purposes help you to deal with complaints in a leaner, faster and more appropriate way?

  • What are your aims in dealing with complaints?
  • How can you think outside the box?
  • What is your data telling you?
  • Could you imagine yourself and your work differently?
  • Could you use your skillsdifferently?
  • How can you effect change?

Break Out Option 3:

STUCK ON YOU: WHEN THE CLIENT HAS LIMITED CHOICE
JOHN HALL, ASSISTANT DIRECTOR FEEDBACK MANAGEMENT, DEPARTMENT OF VETERANS’ AFFAIRS

When a customer or client has no real option of seeking another service provider, what does this mean for a body that often handles matters from clients that will, by necessity, continue for many years, often decades? What happens when departments receive complaints from these clients, and what happens when some clients’ behaviours, complaints or demands become unreasonable or vexatious?

12.15pm Lunch & exhibition

1.15pm A KISS OR A KICK – HOW DO YOU TREAT YOUR CUSTOMERS? – 
RON BRENT, AIRCRAFT NOISE OMBUDSMAN

If someone complains about a faulty product or service best practice complaint handling is to fix the problem. Here are five easy ways to keep it simple when dealing with a complex problem.

1.45pm THE HUMAN SIDE OF AS/NZS 10002:2014 : HOW BEHAVIOUR AND CULTURE AFFECTS THE SUCCESS OF YOUR STANDARD IMPLEMENTATION DR JASON PRICE, PRICE PERROTT

Explore why the attitude, behaviour and leadership of your employees and managers directly affects both your customers’ experience and your organisation’s ability to learn from – and deliver business value – from improving complaints management. Using results from Price Perrott’s benchmark assessment survey of SOCAP members, we’ll look at the readiness of the SOCAP community in five areas of good practice and the latest standard.

2.15PM KEYNOTE: NATASHA PINCUS, AWARD WINNING WRITER, DIRECTOR AND PRODUCER
INSPIRING GENIUS 
Natasha is a leading Australian creative. An internationally renowned storyteller whose work has been embraced by millions. Her music video for Gotye’s Somebody That I Used to Know has been viewed by over half a billion people. A multi award-winning film director and writer, Natasha is also a qualified and experienced lawyer and scientist, making Natasha a true example of a contemporary renaissance thinker. In light of the pressures building in our current world, and in the fast approaching next, achieving at the level of genius won’t just bring a competitive advantage – it will soon become necessary for every kind of survival. What would happen to you if you were suddenly told that you are a GENIUS? How might your behaviour change? Natasha believes that there is more talent within you, and around you, than you have yet imagined. You just need to know how to access it.

3.00 PM CLOSING REMARKS/SYMPOSIUM CLOSE

4PM OPTIONAL COACH TRANSFER TO AIRPORT