2019 Symposium at a Glance

The Star Event Centre, Sydney

Monday, 19 August 2019

12.30pm
Registration and welcome refreshments 

12.30pm – 1.15pm
Symposium 1: New Members and Symposium First Timers Welcome

1.30pm – 3.00pm
Express and Explore – Breakout Sessions
– Turning Data into Insights – Is your Data Ready?
– Using Voice of Customer to Drive Continuous Improvement
– Calculating the ROI of Effective Complaint Handling for Business Performance

3.30pm – 5.00pm
2019 Ethics in Action
Can you assist vulnerable consumers and attain commercial outcomes?

5.30pm – 7.00pm
Symposium Welcome Cocktail Party 

FOR ALL SYMPOSIUM BOOKINGS, CONTACT THE SOCAP OFFICE ON (02) 8095 6426

Tuesday, 20 August 2019

8.15am – 8.45am
Welcome refreshments

8.45am
Official Opening

President’s Welcome
Dini Soulio, South Australia Commissioner for Consumer Affairs, Liquor and Gambling

9.00am – 10.30am
KEYNOTE Colin James – Our time to Shine

Morning tea

11.00am – 1pm
– Embracing Challenges from the Hayne Royal Commission
– Data, Identity and Customer Service

1.00pm – 1.30pm
SOCAP Australia AGM

Lunch

2.00pm – 3.30pm
KEYNOTE Lisa Lockland Bell – You’re the Voice

Afternoon tea

4.00pm – 5.00pm
-Consumer Guarantee Directions – Using Regulatory Powers to Change Business Behaviours
-The Changemakers

6.30pm – 10.30pm
– 2019 Gala Dinner and Industry Awards

FOR ALL SYMPOSIUM BOOKINGS, CONTACT THE SOCAP OFFICE ON (02) 8095 6426

Wednesday, 21 August 2019

8.15am – 9.00am
Welcome refreshments

9.00am – 10.30am
– Power to the People
– Creating Talkability

Morning tea

11.00am – 12.45pm
– Customer Relationships Matter
– We need to talk about vulnerability
– The Human Touch
– Restoring Low Engagement Relationships
– Connecting the Dots to Build a Framework for Learning from Complaints

12.45pm – 2.00pm
2019 Symposium Finale Luncheon

2.00pm – 3.30pm
KEYNOTE Alexia Hilbertidou – Tribal Love

4pm
Optional Coach Transfer to airport

Quick Links

Monday, 19 August 2019

12.30pm 
Registration and welcome refreshments 

12.30pm – 1.15pm
Symposium 1: New Members and Symposium First Timers Welcome

1.30pm – 3.00pm 
Express and Explore – Breakout Sessions

1.) Turning Data into Insights – Is your Data Ready? 
Jason Price, Managing Director, Price Perrott Limited
Telling the right story using data for effective decision making, through visualisation; data quality; and machine learning.

2.) Using Voice of Customer to Drive Continuous Improvement
Paul Linnell, Managing Director, CTMA New Zealand
Using insights from complaints and customer feedback to transform the business and deliver continuous improvement of products, services, business practices and customer experience.

3.) Calculating the ROI of Effective Complaint Handling for Business Performance
Prof Tania Sourdin, Dean of Law, University of Newcastle
Practical tools for placing a dollar value on the extended benefits for your organisation that come from managing complaints well and how you can calculate this in your business.

Afternoon tea 

3.30pm – 5.00pm
Ethics In Action
Can you assist vulnerable consumers and attain commercial outcomes?

5.30pm – 7pm
Symposium Welcome Cocktail Party at The Star

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Welcome Cocktail Party

When: Monday 19 August, 5.30pm–7.00pm
Where: The Star (Event Centre Foyer)
Dress code: Smart casual or business attire
Included in the full Symposium registration fee

The perfect opportunity for networking and sharing ideas from Symposium Day 1 at the Star, Sydney

Tuesday, 20 August 2019

8.15am
Registration and welcome refreshments

8.45am – 10.30 am
Opening & Welcome

KEYNOTE
Our Time to Shine
KEYNOTE 
Colin James
Within a low trust corporate environment, it is the behaviour and service of complaints and customer care teams that can help to restore brand faith. In this inspirational keynote Colin James will invoke how life-long limiting beliefs can be shifted and challenge us to question how we can bring forth transformative change in our lives, for consumers and our organisations.

Morning tea

11.00am – 1.00pm
Plenary Sessions

Spotlight Insights
Embracing Challenges from the Hayne Royal Commission
David Locke, Chief Ombudsman and and Chief Executive, Australian Financial Complaints Authority
Brendan French, Group Customer Advocate, CBA
Martin Anderson, Governance and Customer Service Lead, ANZ
Jocelyn Turner, EGM, Customer Resolution and Remediation NAB
Facilitator – Ciara Sterling, CEO, Thriving Communities Partnership
In an illuminating discussion, key financial services senior executives share new culture and customer roadmaps, embracing the challenges of the Hayne Royal Commission and highlight the integral role customer relations and feedback teams have had in
building relationships.

Data, Identity and Customer Service
Peter Worthington-Eyre, Chief Data Analyst, SA Department of Premier and Cabinet
In this eye-opening session the role of customer identify for best practice consumer service will be ‘mined’, as we move through a landscape of data and digital records.

Lunch

2.00pm – 3.30pm
Keynote
You’re the Voice
Keynote Lisa Lockland Bell
Communicate with gravitas, build trust and deliver messages that inspire, motivate and empower. You’ll be on song in this powerful and interactive keynote address.

Afternoon tea

4.00pm – 5.00pm
Plenary Sessions
Consumer Guarantee Directions – Using Regulatory Powers to Improve Complaint Outcomes
Rose Webb, NSW Commissioner for Fair Trading
How a new regulatory power improved outcomes for consumers through more responsive complaint handling by businesses and transformational cultural change inside a government agency.

6.30pm – 10.30pm
2019 SOCAP AUSTRALIA GALA DINNER AND INDUSTRY AWARDS

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2019 SOCAP Australia Gala Dinner & Awards

When: Tuesday 20 August Time: 6.30pm for 7pm start (concludes 10.30pm)
Where:  The Star Event Centre

Join us at the conclusion of Symposium Day 2, as we acknowledge excellence in consumer affairs and complaints  with the 2019 SOCAP Australia Industry Awards, entertainment and a celebration of our profession.

Included in the full Symposium registration fee. Separate individual and table tickets can also be purchased

Wednesday, 21 August 2019

8.15am – 9.00am
Registration and welcome refreshments

9.00am – 10.30am
Plenary Sessions

Power to the People
Jo Ucukalo, Chief Executive, Handle My Complaint
Changes to relationships between consumers and organisations, as well as organisations and staff, are impacting accountability and responsibility, and ultimately brand trust in service delivery and corporate culture. Now is the time for words to become action.

Creating Talkability
Karen Andrews, Head of Consumer Engagement, Nestle
Margo Andros, Chief Operating Officer, Brayola
Two leading global brands share their frameworks to build engaged customers and strong communities fostering brand and product growth through valuing relationships across a multi-channel feedback approach.

Morning tea

11.00am – 12.30pm
Plenary Sessions
Customer Relationships Matter
– We Need to Talk about Vulnerability
    Juliette Mansted, Executive Manager of External Customer Relations, Suncorp Group
    Michael Palmer, Manager, External Customer Relations, Suncorp Group
When dealing with a customer who had lost all trust in the company Suncorp was required to go to extreme lengths to not only resolve a complaint but to regain trust and positively engage a customer who was presenting with multiple vulnerabilities.

– The Human Touch
    Rachael Neumann, Customer Advocacy and Resolution Team Manager, SA Water
Can you really understand a customer’s complaint from the other end of a phone or email? Can you see their sense of relief when an issue has been resolved? SA Water’s Customer Advocacy and Resolution team engage with customers face-to-face to advocate for the best outcome for its customers. The initiative has been key in restoring trust and a confidence with customers.

– Restoring Low Engagement Relationships
    James Newton, National Customer Resolutions Lead, Transurban
When something goes wrong in a ‘frictionless’ self-service digital world, customers get frustrated and fast, and may become confused searching for answers to complex questions. Such common experiences can erode long-held brand relationships, and when you are dealing with 2 million digital transactions per month you need a green light mindset to drive change. Transurban’s Customer Experience team has leveraged service design and customer experience principles to restore and enhance relationships for its more than 5 million customers.

Connecting the Dots to Build and Build a Framework for Learning from Complaints
Sanya Silver, Manager, Projects and Major Investigations, NSW Ombudsman
Despite being a rich source of data, complaints are under-utilised as an organisational learning tool and a source of information to improve service delivery. In this presentation, rich with government agency case studies, we will explore the reasons why and present new frameworks for using insights from complaints in business improvement.

Symposium Luncheon
Including SOCAP Australia Year in Review Address. Fiona Brown, SOCAP Australia, Chief Executive

2.00pm – 3.00pm
Keynote
Tribal Love
Keynote Alexia Hilbertidou
Described by the NZ Herald as the Headmistress of Gen Z, 19-year -old Alexia Hilbertidou will provide insights from her leadership journey as the founder of GirlBoss NZ – the school project which has become NZ’s largest organisation for young women. Through her jaw dropping, name dropping stories Alexia proves that you are never too young (or too short) to build a community and create change.

3.45pm
OFFICIAL SYMPOSIUM CLOSE

4.00pmOptional coach to the airport

Quick Links

FOR ALL SYMPOSIUM BOOKINGS, CONTACT THE SOCAP OFFICE ON (02) 8095 6426

TERMS & CONDITIONS
Registration Deadlines:
Registration and payment for Super Early Bird Discount attendance must be received by 5pm 15 February 2019. Registration and payment for regular Early Bird Discount attendance must be received by 5pm 14 June 2019 to receive the regular Early Bird Discount Fee. All other registrations must be received and paid for by close COB 14 August 2019. Your full Symposium registration fee includes attendance at our Welcome Cocktail Party & Gala Dinner. PROGRAM CHANGES: SOCAP Australia reserves the right to make changes, amend or cancel any of the above details at any time. All details were correct at time of publishing. SOCAP Australia reserves the right to make changes in programs and speakers or to cancel programs if enrolment criteria are not met or when conditions beyond its control prevail. Every effort will be made to contact each delegate if a program is cancelled. If a program is not held for any reason, our liability is limited to the program fee only. SOCAP AUSTRALIA’S 29TH ANNUAL INTERNATIONAL SYMPOSIUM CANCELLATION POLICY: All cancellations must be made in writing (via email to socap@socap.org.au) to the SOCAP Australia Office. Substitutions will be gladly accepted at no charge until July 19, 2019.  A $110 fee will be charged on any substitutions made after July 19, 2019. A full refund less a $195 processing fee will be made for cancellations received to 19 July 2019.  A 50% refund less a $195 processing fee will be made for cancellations received to 7 August 2019. No cancellations or refunds after 7 August 2019. A $195 processing fee applies for each participant registration made on single tickets. Registration transfers to future SOCAP Australia events will not be accepted. PHOTOGRAPHY NOTICE: Be aware that by participating in SOCAP AUSTRALIA’S 29TH ANNUAL INTERNATIONAL SYMPOSIUM you are automatically authorising the Society of Consumer Affairs Professionals (hereinafter “SOCAP”) and its employees, agents and assigns to use your name, photograph, voice or other likeness for purposes related to the mission of SOCAP, including but not limited to publicity, marketing, websites, other electronic forms of media, and promotion of SOCAP and its various programs. DELEGATE BOOKLET: Be aware that by participating in SOCAP AUSTRALIA’S 29TH ANNUAL INTERNATIONAL SYMPOSIUM you are automatically authorising the Society of Consumer Affairs Professionals (hereinafter “SOCAP”) and its employees, agents and assigns to use your name, photograph, voice or other likeness for purposes related to the mission of SOCAP, including but not limited to publicity, marketing, websites, other electronic forms of media, and promotion of SOCAP and its various programs, through the listings in the SOCAP Symposium Delegate Attendee Booklet.

2019 Symposium Speakers