Monday 22 August 2016
Your Industry Forums
Hosted by Dr Keith Suter
Symposium Welcome Cocktail Party
Tuesday 23 August 2016
Official opening, plenary sessions and Symposium Exhibition
SOCAP Australia AGM
2016 SOCAP Australia Gala Dinner & Industry Awards
Wednesday 24 August 2016
Plenary sessions and Symposium Exhibition
Optional Coach Transfer to airport
Monday 22 August 2016
12pm – Registration, welcome refreshments and Symposium Exhibition
1.30pm – YOUR INDUSTRY SECTOR FORUMS (SELECT 1 ONLY)
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
Meeting Customer Expectations in a Changing Global Environment
JANET PARKER, HEAD OF CARELINE ANZ, DANONE NUTRICIA, NEW ZEALAND (EARLY LIFE NUTRITION)
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
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.
3pm – Afternoon tea sponsored by Complaints Pro
3.30pm – ETHICS HYPOTHETICAL
HOSTED BY DR KEITH SUTER, MANAGING DIRECTOR GLOBAL DIRECTIONS THINK TANK
What is the role of ethics in complaints handling and customer care? How often are you faced with an ethical dilemma or crisis of conscience when trying to resolve a matter for a client? Does product come before person? Our panellists will share their expertise and be challenged with real life situations from our membership. This allows delegates to debate leadership and influence from all perspectives and sets the scene to open Symposium 2016.
DEBRA VAN ROOYEN, SERVICE SUPPORT MANAGER, DEPARTMENT OF HUMAN SERVICES
NATHAN SMITH, HEAD OF PRIORITY CUSTOMER RESOLUTIONS AND QUALITY GROUP CUSTOMER RELATIONS, CBA
DEAN COLTON, MANAGER CUSTOMER JOURNEY MANAGEMENT, QANTAS
JULIA LINES, AIRLINE CUSTOMER ADVOCATE
PROFESSOR DAVID WEISBROT AM, CHAIR, AUSTRALIAN PRESS COUNCIL
ANNA GALINAS, HEAD OF CUSTOMER CARE, TELSTRA
Welcome Cocktail Party
When: Monday 22 August, 5.30pm–7pm
Where: Alto, Level 26, The Langham Hotel, Melbourne
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
Tuesday 23 August 2016
8.30am to 5pm – Symposium plenary sessions, official opening and Symposium Exhibition
6.30pm (for 7pm to 10.30pm) – Gala Dinner and Industry Awards
8.15am – Registration and welcome tea/coffee
8.45am – Opening & Welcome
SIMON TRACY, SOCAP AUSTRALIA PRESIDENT
KEYNOTE: Meet your new consumer – future trends influencing customer behaviour
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
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
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.
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
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, 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.
2016 SOCAP Australia Gala Dunner & Awards
When: Tuesday 23 August Time: 6.30pm for 7pm start (concludes 10.30pm)
Where: Clarendon Ballroom, The Langham Hotel, Melbourne
Join us at the conclusion of Symposium Day 2, as we acknowledge excellence in consumer affairs and complaints with the 2016 SOCAP Australia Industry Awards, entertainment and a celebration of our profession.
PROUDLY SPONSORED BY:
Have you nominated for the 2016 Industry Awards? Be in the running for our prestigious awards and prizes.
Included in the full Symposium registration fee. Separate individual and table tickets can also be purchased
Wednesday 24 August 2016
8.45am to 3.30pm – Symposium plenary sessions, Symposium Exhibition and close
4pm – Optional coach transfer to airport
8.30am – Registration and welcome tea/coffee, Symposium Exhibition
SOCAP Year in Review
FIONA BROWN, SOCAP CHIEF EXECUTIVE
KEYNOTE: Strategic communication from the frontline – Communicate to get results
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
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.
Lunch at Melba Restaurant, The Langham’s signature restaurant, sponsored by NSW Department of Fair Trading
Getting your bounce back – Maintaining resilience should not be in dispute
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.
3.45pm – SYMPOSIUM CLOSE
2016 Symposium Sponsors