banner image for Communications Alliance Customer Service Summit 2009

The 2009 Customer Service Summit, hosted by Communications Alliance, is to be held on Wednesday 26 August, 2009 in Melbourne.

Communication services are increasingly being considered 'essential services' for consumers. They are more and more embedded in the everyday lives of consumers, becoming a part of who we are as well as what they do. They are delivering an ever-expanding array of choices - and increasing complexity.

Consumers have great expectations of the services and devices. When consumers encounter difficulties with their products and services and contact their service provider to address them, what may start as a simple informational query or reporting a service difficulty can easily escalate to a complaint if it cannot be swiftly resolved.

The Customer Service Summit will explore the challenges and opportunities for telecommunications service providers to enhance customer service in a rapidly evolving and exciting - albeit increasingly complex - technological environment.

You will hear from speakers including:

  • Allan Asher - CEO, Australian Communications Consumers Action Network (ACCAN)
  • Rob Findlay - Manager, Customer Experience, NAB
  • Sandy Gilliland - CEO, Australian Communication Exchange
  • John Green - General Manager, Operations, Buroserv
  • Elaine Lally - Associate Professor, University of Technology, Sydney
  • Professor John MacMillan - Commonwealth Ombudsman
  • John Stevens - Director, Customer Solutions and Operations, UeComm
  • Brett Whitford - Executive Director, Customer Service Institute of Australia

The Summit will be officially opened by the Minister for Broadband, Communications and the Digital Economy, Senator Stephen Conroy.

Be at the 2009 Customer Service summit as the communications industry discusses and explores opportunities for closing the gap between expectation and delivery!

when
 Wednesday 26 August, 2009
time
 9.00am - 4.30pm
where
 The Arts Centre, 100 St Kilda Road, Melbourne
cost
 Free for Communications Alliance Members.
$250 + GST for Non-members.