2017 Symposium Speaker Papers

Building Financial Wellbeing for Today and Tomorrow – Driving Diversity and Inclusion for Customers and Employees
Gabriel Abdel-Messih, Manager Customer Relations, Suncorp

Building Financial Wellbeing – Finance Presentation

Using Design Technology to Transform the Customer Experiences – Gaining Leaders and Stakeholders’ Sponsorship
Dr Damian Cotchett, Head of Customer Experience, AGL

Using Design Technology – Utilities Presentation

Seeing Complaints and Feedback as the Beginning of the Customer Journey rather than the End. 
Jeremy Simmons, Director Customer Strategy and Innovation delivered by Phil Newton, Head of Customer Relations, MetLife Australia

Complaints as the Beginning of the Customer Journey – Presentation

Thinking Beyond the Conversation with Consumers – What does Brain Science and Psychology tell us about Vulnerability
Paula Ross, Psychologist, Williams Road Family Therapy Centre, Senior Consultant 360edge

Thinking Beyond the Conversation with Consumers – Presentation

The Return on Investment of Good Complaint Handling – A SOCAP Australia Research Study
Prof Tania Sourdin, Dean of Law, University of Newcastle

Return on Investment of Good Complaint Handling – Presentation

Hear Me, Believe Me, Help Me
Hetty Johnston AM, Founder and Executive Chair, Bravehearts

Hear Me, Believe Me, Help Me – Presentation

Creating a Contemporary Customer Team in one of the Fastest Growing Regions in Australia
Greg Brown, Manager, Key Accounts and Stakeholder Relations, Western Water

Creating a Contemporary Customer Team – Presentation

Consumer Diversity in Action Community Partnerships Panel

Danny Lester, NSW Deputy Ombudsman, Aboriginal Programs – Presentation

Alistair Ferguson, Executive Director and Founder, Maranguka Justice Reinvestment Project, Bourke, Chairperson, Bourke Aboriginal Community Working Party – Presentation

Janice Ellis, Manager – Community Projects, NRMA &  Tim Moggeridge, Operations Manager Car Servicing, NRMA – Presentation

Katrina Koutoulas, Head of Market Wellness, Nestle Australia &  Janine Way, Program Manager, Oxley High School Girls Academy – Presentation