2019 Symposium Speaker Papers

Turning Data into Insights – Is your Data Ready?

Jason Price, Managing Director, Price Perrott Limited
Presentation

Using Voice of Customer to Drive Continuous Improvement
Paul Linnell, Managing Director, CTMA New Zealand
Reference Material

Calculating the ROI of Effective Complaint Handling for Business Performance
Prof Tania Sourdin, Dean of Law, University of Newcastle
Presentation

THE CHANGEMAKERS
Aishar Hannington, Service NSW Presentation

Consumer Guarantee Directions – Using Regulatory Powers to Improve Complaint Outcomes
Rose Webb, NSW Commissioner for Fair Trading
Presentation

CUSTOMER RELATIONSHIPS MATTER 

Restoring Low Engagement Relationships
James Newton, National Customer Resolutions Lead, Transurban
Presentation

Connecting the Dots to Build and Build a Framework for Learning from Complaints
Sanya Silver, Manager, Projects and Major Investigations, NSW Ombudsman
Presentation