Crisis & Consumer Response CCR13
Quantum of Crises
Does your organisation have the resilience it requires?
21 & 22 March 2013, Sydney
Avril Henry - Keynote: Leadership in a Crisis
Accomplished speaker, published author and expert on leadership during a crisis. She is passionate about leadership and will address delegates on the findings from her latest book Leadership Revelations II, How Australians Lead in Crises. Read more. Avril's Leadership keynote will close day 1
As a former Fairfax blogger and contributor to Business Spectator, Gerry's expertise on digital reputation is widely sought. His PR Disasters blog is widely read by reputation management advisers the world over.
Read more. Gerry will be presenting a 1.5 hour workshop on day 2.
Dr Jason Price
Jason is an independent management consultant specialising in strategy, delivery and assurance of business change programs in complex, customer facing service operations. He has 15 years’ experience as both a consultant and senior operational line manager, including positions in customer facing contact centres in New Zealand financial services and UK local government. More importantly for CCR13 attendees, Jason has experienced managing contact centre responses "when the rubber hit the road” during tornado, flooding and earthquake incidents. Read more Jason will be presenting on day 2.
Derek Laney, Director Product Marketing Management, Salesforce Marketing Cloud
Derek is an advocate and commentator for cloud computing, and is passionate about understanding the application of consumer bred technologies to business. In his role as salesforce.com director of product marketing for Asia Pacific he speaks as a thought leader on social marketing and works with enterprise customers on their social marketing transformations. Derek is a regular speaker at industry events, and an avid consumer of social media. We are delighted to be hearing from Derek on day one of CCR13 on social media's role in a crisis.
Karen Stevens, Ombudsman, Insurance and Savings Ombudsman NZ
Karen is a barrister and qualified arbitrator and mediator. With a background in civil litigation and alternative dispute resolution, she was appointed Insurance & Savings Ombudsman (“ISO”) for New Zealand in May 1998. The ISO is responsible for overseeing a free and independent dispute resolution service for customers of participating financial service providers. Karen will be sharing a case study based on the recent Canterbury Earthquakes on the issue of vulnerable consumers.
Dr Brendan French, General Manager, Group Customer Relations, CBA
Brendan French looks after customer experience for all CBA companies, including complaint handling, incident management and business improvement. He has previously worked as an Ombudsman, academic, commercial negotiator, author and company director. Brendan is also on the SOCAP Australia Board along with the CCR13 planning committee and is taking great delight in preparing an interactive Hypothetical Workshop to torture delegates with.
Andy Rodger is the Manager of Ministerial Services and the Complaints Management Service of Inland Revenue, New Zealand. Prior to that, Andy spent many years in various compliance roles within Her Majesty’s Revenue and Customs (HMRC) in the UK. More recently Andy has been involved in earthquake recovery following Christchurch’s tremors and quakes, plus has recent experience in handling a departmental data and privacy breach. Andy will share a case study on how a Government Department dealt with a privacy breach.
Geoffrey is the Managing Director of Clarity Solutions. He is an MBA-trained former management consultant with more than 25 years’ experience in journalism. He has a unique perspective on how to engage strategically and effectively in a crisis with a specific focus on the media. Geoffrey is joining us once again after his highly popular Crisis Communications 2012 presentation.He is in demand across Australia and around the region with an extensive list of high profile clients and has worked for many Australian ASX listed companies. He is the Managing director of Clarity Business Solutions
Kerry Edgecombe, Manager Policy and Pricing, Business Planning and Capability, Sydney Water
Kerry has worked in the community services area for not for profits, local government and state owned corporations for more than 20 years. She has worked with a broad range of target groups including seniors, youth, homeless people, children and families and CALD customers. Services and programs have included employment, homelessness, crisis, local government, housing, educational, mental health and hardship.
She is currently Manager of Policy and Pricing at Sydney Water where she has recently set up a new Payment Assistance Program. Prior to this she worked as National Program Manager – Hardship Prevention for an energy retailer. Kerry will contribute on a panel on the topic of Vulnerable consumers and hardship in times of crisis
Steve Newton, Managing Director, Newton Risk-Stream Management
Steven Newton is the Managing Director of Newton Risk-Stream Management. Steve will draw upon his 15+ years at Metcash in risk management, most recently coordinating all of their responses to the 2011 crisis events of floods, earthquakes, cyclones, tsunamis, water contamination, plus the 2009 pandemic planning and responses. Steve was formerly at Metcash as Head of Operations Risk Management, and right up until late 2012 was immediate past Chairman of Australia’s Food Sector, and head of the Retailer Action Working Group (RAWG) for the last six years for Pandemic planning. Steve is on the SOCAP Australia Board, along with the CCR13 planning committee. Steve will assist us with How to engage multiple stakeholders in creating a crisis plan.
SOCAP Australia reserves the right to
make changes, amend or cancel any of the above details at any time. All details
were correct at time of publishing. SOCAP Australia reserves the right to make
changes in programs and speakers or to cancel programs if enrolment criteria
are not met or when conditions beyond its control prevail. Every effort will be
made to contact each delegate if a program is cancelled. If a program is not
held for any reason, our liability is limited to the program fee only.