With poor customer service costing Australian businesses $40 billion p.a. according to The EY Customer Experience Series, and $720 for each negative customer experience, effective customer advocacy and complaints resolution is vital for organisations to remain competitive and profitable. Many organisations are now appointing Customer Advocates to keep CX front of mind and align business objectives with customer interests, particularly in the banking sector where ASIC has increased funding by $127 million into investigations of banking misconduct. Commonwealth Bank of Australia and Citibank, amongst many other financial institutions, already have Customer Advocate representatives to oversee their customer advocacy strategies. With this in mind, the Customer Advocacy and Complaints Resolution Summit 2018 will explore strategies and case studies for improving customer outcomes with effective prevention, remediation, and customer advocacy, including: Customer engagement driving a customer-centric approach Embedding cultural values that will aid and develop the complaints resolution process Continuous process improvement and how to best develop a method View the final agenda now to see the full expert speaker panel, all 15+ case studies, sessions and more. DOWNLOAD THE FULL AGENDA: Customer Advocacy and Complaints Resolution 2018. Over 17 Expert Speakers including... •    Suzanne Crowle, A/Executive Director, Regulatory Services, NSW Fair Trading•    Karen Andrews, Head of Consumer Engagement Services, Nestle Australia •    Gabriel Abdel Messih, Senior Manager USO Complaints, AMP •    Bernie Wise, Senior Manager - Complaints, TAL Australia•    Dallas Follet, Senior Customer Relations Team Leader, TransLink•    Irfan Ali, Continuous Improvement Manager-Master Black Belt, Vodafone Hutchison Australia•    Kassandra Hochwallner, Customer Advocacy Manager, Queensland Urban Utilities•    Ryan Kassel, Head of Advocacy and Operations, Commonwealth Bank •    Gabrielle Dracopoulos, Former Vice President of Customer Advocacy, Citi •    ...and much more Over 10 Practical Case Studies including... •    The Best Practice Guide for Handling Complaints Elevated to The Financial Service Ombudsman Australia by Philip Field, Lead Ombudsman - Banking & Finance, Financial Ombudsman Service Australia•    Championing Fairness to Customers By Shifting From  a Customer Service to a Customer Outcome Focus by Ryan Kassel, Head of Advocacy and Operations, Commonwealth Bank•    Going Above and Beyond with  Proactive Customer Solutions to  Ensure High Quality Service and Customer Satisfaction by Clement Yeung, Customer Journey Expert and Chapter Lead, ANZ•    Leveraging Customer Complaints as a Valued Resource To Increase Customer Loyalty and Engagement by Kassandra Hochwallner, Customer Advocacy Manager, Queensland Urban Utilities •    ...and much more View the agenda now to see the full speaker lineup and case studies. DOWNLOAD THE FULL AGENDA: Customer Advocacy and Complaints Resolution 2018.