The Final Report of the Royal Commission into Misconduct in Banking released in February 2019 revealed a scathing level of internal misconduct and mistreatment of customers, demonstrating the need for financial institutions to restore public trust and improve their customer relations.
With heightened regulatory pressure and a renewed emphasis on uplifting customer outcomes, organisations must look at driving a 'customer-first' mindset to champion customer advocacy across the entire business.
Ahead of the Customer Advocacy & Complaints Resolution Summit, we'd like to share our latest article titled
'Why Your Customers Don't Like You - Regaining Trust & Driving a Culture of Customer Advocacy', which details the mistrust Australians feel toward their financial institution, and how to leverage these insights to action meaningful change of service.
Download Your Copy HereInterested in Learning More?
If you're interested in hearing more from leading customer advocacy experts about driving customer satisfaction through effective complaints resolution, and how to encourage a customer-first culture that can translate feedback into successful change, then join us at Customer Advocacy & Complaints Resolution 2019.
View the Event Guide Here The event, held in Sydney on the 11th - 13th November, brings together over 15 customer advocacy and complaints experts from leading organisations and will host an exclusive panel discussion - Driving Fair, Transparent and Suitable Customer Outcomes through Shifting Organisational Thinking and Processes, featuring:
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Brendan French, Executive General Manager of Customer Advocacy and Remediation at
CBA•
Chris Kirby, Head of Customer Advocacy at
TAL Australia•
Monique Zimany, Manager of Customer Excellence at
ING Direct Australia And a pre-conference workshop - Using Customer Feedback to Drive Evidence-Based Approach to Continuous Improvement and CustomerExperience, led by Leanne Youssef, Senior Manager Customer Resolution at AMP Life
P.S. Banking Day readers receive a
10% discount off their ticket. Simply quote BDAY10 at the time of your registration. For more information, contact us at enquire@iqpc.com.au