Proactively strengthening your reputation & restoring trust in your brand identity
Conference Date
31st July & 1st August 2019
Location
L'Aqua Sydney
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Agenda

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Day 1 - Wednesday 31st July, 2019

8:30
Registration, coffee and networking
9:00
Opening remarks from the Chair
Tony Maniaty
Former Senior Journalist, Australian Broadcasting Corporation
Chief Executive Officer, Mediatettix
Understanding customer expectations & principles of trust
9:10
Strengthening your brand through “walk in their shoes” customer engagement
  • Understanding the value of earning customer trust
  • Demonstrating real customer centricity versus lip service
  • Leveraging customer loyalty to differentiate your brand
Karen Ganschow
Former General Manager Consumer Marketing & Strategy
National Australia Bank
9:50
Speed Networking

In this interactive session, you will have the opportunity to meet
fellow attendees and speakers in 2 minute bursts, to exchange
business cards and set up conversations for the rest of the event.

10:20
Morning tea and networking
10:50
Brand trust. It starts at home
  • People power – strengthen your brand by better understanding the
    power and impact of your employees
  • Leading with purpose – how a clear ‘why’ continues to enhance bothemployee and customer experience at HESTA
  • Bringing it all together – the role organisational structure can play
    in driving brand experience and trust
Anita Fox
General Manager Brand & Communications
HESTA
11:30
Panel discussion: Strengthening trust in your brand
  • How can we best understand and deliver on customer
    expectations?
  • What are the key factors in establishing trust in your brand?
  • What is the role of the executive in leading values based
    business?
  • How can marketing and corporate affairs be leveraged
    effectively to build trust?
  • What can we learn from examples of trust and distrust in
    Australian brands?
12:30
Networking lunch
1:30
Roundtable discussions
  • Listening to customers and understanding their perceptions of
    what makes an organisation trustworthy
  • Leveraging positive brand reputation for business growth
  • Responding to a loss of trust: crisis communication plans and
    media training
  • Integrating trust and customer values throughout your organisation
  • Building trust internally and understanding the relationship
    between EX & CX
3:00
Creating a business model based on radical trust
  • Sharing the Matchboard story
  • Believing in and building on honest engagement with customers
  • Learnings and innovations from the marketplace economy
Sharon Melamed
Managing Director
Matchboard
3:40
Establishing trust as a top priority: Insights from an online start-up
  • Building trust from the ground up as a core value of your business
  • Creating a positive brand relationship and customer loyalty through excellence in customer experience
Tahnee Claeys
Head of Strategy & Operations
Mad Paws Australia
2:30
Afternoon tea & networking
4:20
Closing remarks from the Chair and close of Day One

Day 2 - Thursday 1st August, 2019

8:30
Welcome, coffee and networking
9:00
Opening remarks from the Chair
Tony Maniaty
Former Senior Journalist, Australian Broadcasting Corporation
Chief Executive Officer, Mediatettix
9:10
Keynote: Evolving & redefining brand strategy & identity
  • How moving manufacturing offshore affected Holden as an iconic Australian brand
  • Maintaining cultural values to rekindle trust
  • Building on brand strengths and strategising for the future
Kristian Aquilina
Executive Director Marketing
Holden
9:50
Spotlight session

In this highly interactive session, you will have the chance to
obtain the answers to the questions you’ve had in the industry
from the decision makers themselves.

10:20
Morning tea & networking
10:50
Case study: Rebuilding your brand after reputational damage
  • Learnings from crisis communications
  • Strategically responding to customer complaints and
    managing immediate priorities
  • Looking long term: Re-establishing trust and values as a core part of your business
Stephen Gook
General Manager Group Marketing
AVEO
11:30
Case Study: Protecting trust during a crisis – Caltex franchising
  • Working with diverse stakeholders to ensure a consistent view of
    the issue
  • Creating a strategy for communications based on transparency and
    authentic values
  • Effectively leveraging pre-established trust and repairing the
    damage done
Elizabeth Rex
General Manager Corporate Affairs
Caltex
12:10
Networking lunch
1:10
Case study: Turning disgruntled customers into brand advocates
  • Understanding trust as an outcome of brand engagement
  • Ensuring ongoing brand health and a sustainable competitive
    edge through effective engagement
Tamara Howe
Marketing Director
Kelloggs
1:50
Building an authentic responsible bank brand
  • Moving beyond CSR to translate purpose into a brand that
    differentiates your organisation
  • Communicating and genuinely engaging with internal and external
    stakeholders
  • Taking the risk and being an advocate for positive change on behalf
    of customers and staff
Fiona Nixon
Head of Strategy & Communications
Bank Australia
2:30
Afternoon tea & networking
3:00
Nurturing a brand identity measured by trust & engagement
  • Case study: How the “ABC Yours” campaign reinforces trust
  • Understanding and building on audience values and brand perception
  • Integrating strategic measures of trust and engagement
3:40
Actively aligning customer interests with brand values & strategy
  • Case study: Best practice approaches and learnings from the aged
    care sector
  • Listening to the voice of the customer and developing a roadmap
    for improvement
  • Connecting customers with your brand and values through tailored
    marketing and communications
Benjamin Galea
General Manager Marketing and Communications
BaptistCare NSW & ACT
4:20
Closing remarks from the Chair & close of Conference
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Key Speakers

Anita Fox
General Manager Brand & Communications
HESTA
Karen Ganschow
Former General Manager Consumer Marketing & Strategy
National Australia Bank
Kristian Aquilina
Executive Director Marketing
Holden
Benjamin Galea
General Manager Marketing and Communications
BaptistCare NSW & ACT