SYDNEY June 25

MGSM CBD Campus

51-57 Pitt Street

Sydney 

$995 + GST

$795 + GST (Online Banking Review & Retail Banking Review subscribers & Abacus members)

Early bird - subscriber ($636 + GST if booked by May 29)
Early bird - standard ($795 + GST if booked by May 29)

Scroll down for the full agenda

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Email: events@onlinebankingreview.com.au

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8.45am

9.00am

Registration opens

Opening remarks from chair: Charis Palmer, Editor, Retail Banking Review

9.15am

Balancing innovation, governance and speed

• The role of customer-led design in building an innovative and user-friendly offering 
• Driving execution - How to ensure compliance doesn't impact on the customer experience
• How can a large organsiation serve customers like a small one?

Jacki Johnson, CEO, The Buzz (Insurance Australia Group)

9.50am

Championing the voice of the customer inside the enterprise

• The evolving organisational structure for customer experience management
• Aligning channels and products to deliver the best outcome for customers
• Some simple ideas to improve the user experience

Rob Findlay, Customer Experience Manager, Direct Sales and Sales - Portfolio Management & Strategy, NAB

10.25am

Networking break

10.50am

Embedding a customer focus into your entire business

• The role of a customer advocate inside a finance company
• Empowering staff to deliver a stand-out customer experience
• The role of customer experience improvements in customer retention

Lisa Montgomery, Head of Consumer Advocacy, Resi Mortgage

11.20am

Effectively communicating your service proposition to customers

• The importance of transparency
• How to communicate your organisation's values and what they mean for customers
• Using blogs and other two-way communication techniques to gather useful feedback

Sarah Cutbush, General Manager, Marketing & Development, Savings and Loans Credit Union

11.55am

Improved customer experience & better business efficiency through online verification

Colin Shadbolt, Head of Financial Crimes, Veda Advantage

12.15pm

Lunch

1.15pm

Interactive roundtable session

A chance to breakout, interact with your peers and discuss some of the conference's key topics. Workshop leaders will cover:

• How to improve the online customer experience
• Live chat and other call centre supported servicing tools
• Branch experience trends

2.05pm

Mobile is here: How can it enhance the customer experience?

• When is mobile a better experience than other channels?
• How do you establish the mobile customer experience?
• Audience focus can inform the device strategy

Jodie Moule, Director User Experience & Ben Green, Senior User Experience Specialist (mobile), Symplicit

International keynote: Innovation at the coal face

• What is the new customer experience - what should it look like and which organisations get it?
• Sparking innovation inside your organisation - do's and don'ts
• When to innovate and when to follow

James Gardner, Head of Innovation,  Lloyds TSB

2.55pm

3.15pm

Case study: Our journey to improve the online customer experience

• Building an experience that appeals to the mass market
• Using customer feedback to simplify and streamline processes
• The technical changes we've made to improve the experience

Drew Unsworth, General Manager, Online Banking, Commonwealth Bank

3.55pm

Panel debate: Social communities: Useful for aiding customer experience, or an unwelcome distraction?

• The role of social networks in identifying and responding to customer complaints
• Is Twitter a viable customer services tool?
• The compliance issues of using social networks to address common problems

Kate Carruthers, Director, Digital Business Group

Monty Hamilton, Head of Online, UBank

Ean van Vuuren, Head of Consumer Online, Westpac

Security140: Protecting customer data and managing your reputation in a Web 2.0 world