Group Customer Advocate and Executive General Manager Customer Advocacy and Remediation
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