This year has already seen some remarkable events, which has brought in sharp focus the nature of vulnerability for us all. As a complaint handler and customer care leader what service provisions do you have in place to support the 30 – 40% of your customer and employee base that may experience vulnerability this year?
How is your industry best placed to support consumers, and employees in vulnerable circumstances?
At SOCAP’s Inaugural Customer Vulnerability Forum, we will hear how business and regulators are meeting the needs of consumers in vulnerable circumstances, as well as industry case studies of best practice response to vulnerability, and service provision approaches. We will also gain insights into how a business’ customer’s complaint journey has transformed the business, customer, and complaints service processes as a result.
The value of taking action on vulnerability service provision and attending
As a Forum participant you will learn:
Who Should Attend?
The Customer Vulnerability Forum is recommended for all complaints management and customer care teams including frontline support teams, case officers, escalation managers, team leaders and business managers.
At the Forum you’ll hear from:
Delia Rickard, Deputy Chair, Australian Competition & Consumer Commission (ACCC)
Catherine Fitzpatrick, General Manager, Community & Customer Vulnerability, CBA
Dr Jeffrey Chan, Senior Practitioner Behaviour Support, NDIS Commission
Christine Regan, NSW/ACT Director, NDIS Commission
Justin Tsuei, Complaints Principal, Telstra
Gary Howell, Service Support Manager, Personalised Services , Department of Human Services
Michael Palmer, Manager, External Customer Relations, Group Customer Advocate, Suncorp
Juliette Mansted, Executive Manager, External Customer Relations, Suncorp
Anita Wynne, Principal, Frameshift
Helen Gee, Principal, Frameshift
Melbourne 19 March 2020
930am – 430pm
Melbourne CBD - Venue TBC
Sydney 26 March 2020
930am – 430pm
The Langham Sydney