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0700 - Registration Desk Open
0730 - Exhibition Open
0910-0925 - Welcome by MC and Welcome to Country
Nicholas King
0925-0930 - Official Conference Opening Welcome
Joshua Baldwin, Australasian President, SCA Ltd
Alisha Fisher, Australasian CEO, SCA Ltd
0930-1030 - Finding the KEY to satisfied Clients, Communities and Colleagues
Sponsored by Body Corporate Brokers
Experience a highly entertaining, enlightening session via Robyn's unique understanding of “The Power of the Word”. This tailored "Roller-Coaster-Ride" will shift your point of view on relationship building, Big Picture + people-centric-service and the importance of values and principles shaping satisfaction and success, for all stakeholders in the Strata Community.
1030-1110 - Morning Tea in the Exhibition Hall
Sponsored by Onix Cleaning Services
Meet Robyn Moore at the BCB Booth
1110-1150 - The Evolving Landscape of Customer Expectations
Sponsored by CHU
Kimberley Jonsson, Chief Executive Officer, CHU Underwriting Agencies Pty Ltd
In the realm of strata management, understanding the decision-making processes of customers and meeting their service expectations are critical for delivering exceptional experiences. This session will delve into the intricacies of customer decision-making and the factors that shape their service expectations, providing insights to help strata managers tailor their offerings and exceed customer standards.
1150-1230 - Enhancing Customer Engagement through Community Building
Sponsored by Kelly+Partners
Francis Giani, Chief Community Management Officer, Nakheel (Dubai)
Delve into the significance of fostering a sense of community within strata developments. Discover effective strategies for promoting resident engagement and participation in community activities. This session will showcase successful community-building initiatives and their profound impact on enhancing resident satisfaction and fostering a sense of belonging in strata communities.
1230-1350 - Lunch in the Exhibition Hall
Sponsored by Onix Cleaning Services
1350-1430 - Fostering a Culture of Customer Excellence
Sponsored by Macquarie Bank
Rosalind Coffey, Head of People & Culture and Client Service & Experience, Macquarie Bank
Delivering exceptional client experience has been at the core of Macquarie Bank’s successful growth strategy. Learn how being truly client centric, can differentiate your business, and how leveraging client insights and expanding the impact of service channels to create exceptional client experiences can deliver outcomes for the business and for clients.
1430-1500 - Building Lasting Relationships with Clients
Sponsored by Active Utilities
Lisa Dowie, Chief Executive Officer, Active Utilities
Discover the importance of nurturing enduring relationships with residents, property owners, and stakeholders. Explore the ease with which client advocacy and loyalty can falter. Learn six actionable steps for building lasting client relationships that are accessible to all, fostering trust, loyalty, and mutual satisfaction in strata management.
1500-1540 - Afternoon Tea in the Exhibition Hall
Sponsored by Property IQ
1540-1610 - Leveraging Technology for Enhanced Customer Engagement
Sponsored by nbn
Facilitator: Joshua Baldwin
Speaker: Ankita Moses, Executive Manager, Products and Pricing, nbn
Unlock the power of technology for elevated customer engagement. Explore strategies to optimise communication and service delivery through digital tools. This session will share best practices for integrating technology while preserving the human connection by delving into case studies showcasing innovative tech implementations, enhancing customer engagement and satisfaction in strata management.
1610-1655 - Global Perspectives on Customer Excellence
Sponsored by BIV Reports
USA Homeowner Satisfaction Survey results will be shared by Thomas Skiba (USA)
Speakers: Jeevan D’Mello (Dubai), Francis Giani (Dubai), Teo Poh Siang (Singapore)
Explore customer excellence through diverse international experiences. Learn how Dubai, Singapore, and the USA approach customer service and apply universal principles across strata management. Key topics include a comparative analysis of customer service practices in different countries, cultural influences on customer expectations and service delivery, case studies of international best practices, and strategies for integrating global standards into local practices.
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1800-2100 - Mexican Fiesta
Sponsored by Macquarie Bank
Dress Code: Smart Casual
0800 - Exhibition Open
0930-0940 - Day 2 Welcome – MC
Nicholas King
0940-1040 - Mind Blowing Customer Experiences
Sponsored by Austrata Finance
Embark on a journey to create mind-blowing customer experiences in strata management. Develop a strategic roadmap for implementing customer experience initiatives, set clear goals, and assign responsibilities to elevate service standards. Discover case studies highlighting successful action plans, resulting in enhanced service delivery and client satisfaction.
1040-1120 - Morning Tea in the Exhibition Hall
Sponsored by RHM Consultants
1120-1150 - Effective Conflict Management
Sponsored by Grace Lawyers
Colin Grace, Partner, Grace Lawyers
Conflict resolution is intrinsic to strata management, demanding nuanced strategies for resolution. This session will unpack the challenges of managing strata schemes and resolving conflicts by exploring practical tactics, from active listening to constructive conflict management, enabling effective resolution and fostering professional relationships.
1150-1220 - Building Empathy and Understanding
Sponsored by Body Corporate Brokers
Facilitator: Alistair Gibney, Managing Director, BCB
Jill Walshaw, Executive General Manager, Shared Services, PICA Group
Jeevan D'Mello, CEO, Zenesis Corp (Dubai)
Michelle Cummins, Director People, Culture & Client Support, MaxSoft Group
Empathy is a cornerstone of exceptional customer service, enabling deeper connections and fostering trust and satisfaction. This session will delve into the importance of empathy and understanding in strata management, providing practical strategies and techniques for enhancing communication, and cultivating positive relationships with stakeholders.
1220-1340 - Lunch in the Exhibition Hall
Sponsored by RHM Consultants
1340-1410 - Tailoring Services to Meet Diverse Needs
Sponsored by BIV Reports
Discover the art of tailoring services to meet diverse strata resident needs. Learn to recognise and accommodate diversity, personalising service delivery for enhanced satisfaction. This session will explore successful models and strategies for meeting varied resident needs across different strata communities, ensuring inclusive and effective service provision.
1410-1440 - Exploring Ethical Considerations in Delivering Exceptional Customer Experiences
Facilitator: Colin Grace, Partner, Grace Lawyers
John Minns, NSW Strata and Property Services Commissioner
Alisha Fisher, Australasia CEO, Strata Community Association
In today's strata management landscape, upholding ethical standards is paramount in delivering exceptional customer experiences. This session delves into the ethical considerations that underpin customer excellence, emphasising transparency, fairness, and respect for stakeholders. Attendees will gain insights into the importance of ethical conduct in building trust, fostering positive relationships, and ultimately, achieving long-term success in strata management.
1440-1450 - Draw the business card door prizes
1450-1455 - Conference Close by MC
Nicholas King
1800-2300 - SCA Australasia Awards 2023-2024
Where: International Convention Centre, Sydney
Dress Code: Black Tie
This is one conference you don't want to miss!
Credit: Destination NSW
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