29 - 30 May, 2019 | Sydney, venue to be confirmed

Brendan French


Group Customer Advocate and Executive General Manager Customer Advocacy and Remediation
Commonwealth Bank


2:45 PM Improving Customer Outcomes through a Dynamic Customer Advocacy Team

Brendan French heads the Customer Advocacy team at Commonwealth Bank as the Group Customer Advocate and EGM of Customer Advocacy and Remediation. The customer advocacy function at CBA is divided into four functions; Advocacy, Prevention, Insights, and Remediation. In this session Brendan French will explore in detail how the Customer Advocacy team engages with customers, complaints and the community to improve customer outcomes.

  • Learn how to build an effective customer advocacy team
  • Considerations to be made when engaging with a very large customer base
  • Understanding the importance of engaging with customers on


Check out the incredible speaker line-up to see who will be joining Brendan.

Download The Latest Agenda