Symposium 2015 Speakers Papers


Papers/presentations are only listed once permission has been granted from the speaker to do so.

Monday 17, August 2015

Utilities Sector Workshop – Janine Young, Energy & Water Ombudsman NSW

Janine Young SOCAP – Industry Sector Forum Presentation August 2015

Janine Young SOCAP – Industry Sector Forum August Handouts 2015

FMCG – Niki Lindsay, Colgate-Palmolive

Niki Lindsay Presentation Aug 17

Financial – Matthew Hamlin, Pepper Home Loans

Mathew Hamelin SOCAP Powerpoint FINANCE

Tuesday, 18 August 2015

International Snapshot – Customer Service in the Auto Industry – The General Motors Journey in US and Australia – Jim Moloney, General Motors & Narelle Stack, Holden Ltd

Stories from the Frontline – The Rise of Unreasonable Conduct from Complainants – Prof Gordian Fulde, St Vincent’s Hospital & Chris Wheeler, NSW Deputy Ombudsman

Chris Wheeler Stories from the frontline Rise of unreasonable conduct by complainants- 18 August 2015

Embracing Customer Insights with Innovation Design – Darren Baird, ANZ Group Innovation

Darren Baird socap presentation slides 

Customer Diversity – It’s Not All About Ethnicity and Colour – Andy Rodger, Department Inland Revenue

Gamification and the User Experience – Innovating Customer Service Delivery – Dr Bill Petreski, KPMG

SOCAP Bill Petreski Tuesday 18th 

Wednesday, 19 August 2015

The Human Side of AS/NZS 10002:2014 – Dr Jason Price, Price Perrott

Audio 2015-08-19 SOCAP JP 

GRIT – Attitudes to Drive Success – Dr Adam Fraser

Adam Fraser SOCAP August 2015 Audio

Working 24/7 – What a Way to Make a Living – Lynda Mc-Alary Smith, Fair Work Ombudsman

Lynda McAlary Smith SOCAP LMS_PPT Presentation_190815 Audio

Get it Early and Make it Right – The Art of Skillful Triage – Jennifer Pakula, Victorian Legal Services Board

Jenie Pakula V2Presentation – 2015-08-19 – SOCAP Symposium – the art of skilful triage – JP (D-15-123229) Jennie Pakula Worksheets 

Stuck on You – When the Client Has Limited Choice – John Hall – Department of Veterans’ Affairs

John Hall SOCAP Symp – John Hall DVA Audio

A KISS or a KICK – How Do You Treat Your Customers – Ron Brent, Aircraft Noise Ombudsman

RON Brent KISS or KICK your customers SOCAP 2015 Presentation  Audio