The Inaugural SOCAP Customer Vulnerability Forum 2020 has a new date

We are delighted to announce that the Inaugural SOCAP Customer Vulnerability Forum 2020 will be proceeding on 27 May, 2020, in a new virtual format. The new format ensures all our speakers, colleagues, members and guests, can maintain the important industry discussion on assisting customers in vulnerable circumstances. 

Now, at this special time during COVID-19, it is vital for complaints handling and customer support teams to be able to collaborate, learn from each and act as an industry on providing the best support mechanisms available for consumers, now and into the future. 

Join industry leaders, peers and your SOCAP members at this special one day forum. We now know that vulnerability is a dynamic state, which is affected by personal factors, life events and wider environmental, economic circumstances or relationships, including those between customers and their service providers, which is particularly relevant at this time.
  
Do you have the information you need to benchmark your organisation’s activities to address vulnerability for today’s customer support issues?

  • WHY vulnerability is important in 2020
  • HOW TO enhance customer service through early identification of vulnerability
  • IMPROVE business processes with customer journey learnings
  • DISCOVER practical ways to identify, respond to and assess vulnerability

The inaugural SOCAP Customer Vulnerability Forum 2020 includes industry panel sessions, speaker presentations, case studies and workshops. Walk away with robust frameworks that will enhance your understanding and confidence, and a way of thinking about vulnerability that you’ll remember and can implement with confidence.

REGISTER NOW FOR ON DEMAND AND LIVE SESSIONS INCLUDING PANELS, Q&As, INTERACTIVE WORKSHOPS AND INDUSTRY CASE STUDIES. 

REVIEWED PRICING APPLIES FOR THE VIRTUAL EVENT 


Session 1
9:05am-9:35am: THE CURRENT LANDSCAPE OF VULNERABILITY 
9.35am – 9.45am: Q&A with speakers
Panellists: 
Delia Rickard, Deputy Chair, Australian Competition & Consumer Commission (ACCC)
Catherine Fitzpatrick, General Manager, Community & Customer Vulnerability, CBA
Christine Regan, NSW/ACT Director, NDIS Commission

9.45am – 10:00am: INTERMISSION 

Session 2
10:00am - 10:30am VULNERABILIITY IS IT A RISK OR OPPORTUNITY?*

10:30am-10:40am: Q&A with speakers
Speakers:
Justin Tsuei, Complaints Principal, Telstra
Gary Howell, Service Support Manager, Personalised Services , Department of Human Services 

10:40am – 11:00am: INTERMISSION 

Session 3
11:00am – 11:30am: ACHIEVING BETTER CUSTOMER SERVICE THROUGH A VULNERABILITY TRANSFORMATION JOURNEY
11:30am – 11:40am: Q&A with speakers
Speakers:
Juliette Mansted, Executive Manager, External Customer Relations, Suncorp
Michael Palmer, Manager, External Customer Relations, Group Customer Advocate, Suncorp

11:40am – 2:00pm: INTERMISSION

Session 4
2:00pm – 4:15am: HOW TO IDENTIFY, RESPOND TO AND ASSESS VULNERABILITY

3:00pm - 3:15pm: Virtual coffee break
Facilitators:
Anita Wynne, Principal, Frameshift
Helen Gee, Principal, Frameshift
4.15pm - 4.30pm: Fiona Brown, CEO, SOCAP Australia - final remarks and close of virtual day

*These sessions will be available Live and On Demand
 

 

REGISTER NOW