2023 SCA Australia and New Zealand Conference
5 - 7 June
Darwin Convention Centre
STANDARDS
MATTER
Program
Darwin Convention Centre
1800-2100 - Welcome Cocktail
Sponsored by Macquarie Bank
Where: Mindil Beach Casino Resort, Gilruth Ave, The Gardens, Mindil Beach
Dress Code: Smart Casual
0700 - Exhibition and Registration Desk Open
0910-0920 - Welcome by MC
0920-0930 - Official Conference Opening Welcome
Chris Duggan, Australasian President, SCA Ltd
Alisha Fisher, Australasian CEO, SCA Ltd
0930-1030 - The Future Consumer
Sponsored by Body Corporate Brokers
We have witnessed an accelerated rate of adoption of technology both as organisations and as individuals. With that our proficiency with technology has also grown. But we are quickly approaching a large behavioural and cultural gap that will change the way we think about technology forever. Scott will explore what makes a digital native, a person during or after the general introduction of digital technologies and through interacting with digital technology from an early age, has a greater understanding of its concept. You will gain an in-depth understanding of the realities that shape the modern consumer including transparency, authenticity and utility anywhere; and actions that you and your organisation can take today to engage and service this generation and measure your impact.
1030-1110 - Morning Tea in the Exhibition Hall
Sponsored by APT Business Services
Meet Scott Bales at the BCB Booth
Barista Coffee Carts | Sponsored by Programmed Property Services & Lannock Strata Finance
Tea & Coffee Station | Sponsored by Whitbread Insurance Brokers
1110-1150 - Reputation, Behaviours, Culture and Brand
Sponsored by CHU
Your standards-of-conduct drives your reputation, behaviours, culture and brand! Executives know the importance of their companies’ reputations. Firms with strong positive reputations attract better people. They are perceived as providing more value, which often allows them to charge a premium. Their customers are more loyal and buy broader ranges of products and services. Because the market believes that such companies will deliver sustained earnings and future growth, they have higher price-earnings multiples and market values and lower costs of capital. Moreover, in an economy where 70% to 80% of market value comes from hard-to-assess intangible assets such as brand equity, intellectual capital, and goodwill, organisations are especially vulnerable to anything that damages their reputations.
1150-1230 - Anything is Possible to Those who see the Invisible
Sponsored by Active
Nova Peris OAM is a descendant of the Gija people of East Kimberley, the Yawuru people of West Kimberley & the Gagudju people of West Arnhem Land. Nova will share the drive and commitment that led her to compete at two Olympics, four World Championships, three Champions Trophy’s and the Commonwealth Games and then to become the first Aboriginal woman elected to the Australian Federal Parliament.
1230-1350 - Lunch in the Exhibition Hall
Barista Coffee Carts | Sponsored by Programmed Property Services & Lannock Strata Finance
Tea & Coffee Station | Sponsored by Whitbread Insurance Brokers
1350-1430 - Taking Your Business to the Next Level
Macquarie Bank Team - Tim Mackenzie, Angela Fleming, Natalie O’Sullivan, Mel Chung, Paul Henning and Adam Bentick
It’s not unusual for business owners to feel stuck at times. Sales are leveling off, it's gotten hard to find employees to staff up, or you just feel like you're in a rut. When this happens, you may need a new set of eyes to help you find ways to re-energize and grow your business. Sometimes growth can simply be stopping or reducing the customer churn. Everyone loses customers. It happens. But if you’re not staying level, then you’re declining. Ultimately, the best way to grow customers is to provide simply amazing service, and high customer satisfaction comes at a cost. It implies that you have high quality products and services and are constantly refining or improving every aspect of what you do and why you do it.
1430-1500 - Net Promoter Score
Sponsored by BIV Reports
Daniel Borin with Emily Doherty and Rod Smith
Net Promoter Score (NPS) is a metric used in customer experience programs. NPS measures the loyalty of customers to a company. NPS scores are measured with a single-question survey and reported with a number from the range -100 to +100, a higher score is desirable. NPS is often held up as the gold standard customer experience metric. First developed in 2003 by Bain and Company, it’s now used by millions of businesses to measure and track how they’re perceived by their customers. NPS scores determine segmenting between poor and positive feedback.
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1500-1540 - Afternoon Tea in the Exhibition Hall
Barista Coffee Carts | Sponsored by Programmed Property Services & Lannock Strata Finance
Tea & Coffee Station | Sponsored by Whitbread Insurance Brokers
1540-1625 - Sweet Rewards of Continual Improvement
Kelly will share how her team have turned 18 years of growing pains, and the challenges of seasonal fluctuations, into learning experiences that have consistently improved customer standards year on year. Most recently, Edible Blooms was recognised as a finalist for the second consecutive year in the Retailer of the Year CX Team of the Year for 2023. Discover in this session how her team have been recognised alongside Australia’s leading retailers and how Edible Blooms today is one of the most loved Australian gifting brands.
1625-1655 - Quality of Work Panel
Sponsored by BIV Reports
Joshua Baldwin with Matthew Amber, Kyra Murphy and John Botha
Major criteria of service quality standards is required to operate a successful professional service operation. These criteria are broken down into detailed business elements, each with specific performance metrics, best practice guidelines and measurable results. Professional service standards represent the broad scope of business practices necessary to deliver the highest quality professional services. Companies that execute well in all of these areas will ensure they are maximizing their capabilities and have optimized business processes to drive higher levels of operational performance, customer satisfaction and loyalty.
1800-2100 - Nautical by Night
Sponsored by Cleaning and Caretaking Corporation
Where: Wharf One, 19 Kitchener Dr, Darwin City
Dress Code: Smart Casual
0800 - Exhibition opens
0920-0930 - Day 2 Welcome – MC
0930-1030 - Impact-Driven Standards that Matter
Sponsored by Kelly+Partners
From climate change and biodiversity issues to community health and mental health challenges and to deepening societal inequity; a growing awareness of society’s greatest issues is fuelling a desire for people to show up in impactful ways. Business is one of the most powerful forces for good on the planet yet is only just starting to realise its potential to create meaningful change. This session will challenge you to understand the power and influence of your business to create meaningful impact and to adopt impact-driven standards in your business that matter. Not by ticking boxes, but by aligning ESG (Environmental Social Governance) standards with a higher purpose. Ultimately, driving profit through purpose. Carolyn will share practical frameworks and examples to give you the means to realise the full potential of your business as a force for good.
1030-1110 - Morning Tea in the Exhibition Hall
Sponsored by RHM Consultants
Barista Coffee Carts | Sponsored by Programmed Property Services & Lannock Strata Finance
Tea & Coffee Station | Sponsored by Lannock Strata Finance
1140-1220 - Strata Insurance - Boosting understanding of the Supply Chain, Disclosure & Transparency
Sponsored by Body Corporate Brokers
Alistair Gibney with Greg Nash and Chris Duggan
SCA and SCANSIT have been working incredibly hard to explain the complexities of the strata insurance market and how it works, and to pursue evidence and data-based solutions to some of the issues identified both internally and by external parties. SCA is producing in-depth best practice guides to tackle the dual issue of boosting understanding and improving disclosure and transparency in relation to strata insurance. Businesses need to ‘take reasonable steps’ to disclose the effect of terms that may ‘substantially prejudice’ the interests of consumers, for example, if a business has an arrangement with a third-party supplier for a financial incentive, the consumer needs to be made aware of this too.
1110-1140 - What Ethics Mean in Practice
Sponsored by Grace Lawyers
Colin Grace, Partner, Grace Lawyers
New challenges, better theories, practical solutions is a great framework for considering ethical decision making practices in business. Ethics should be a central part of business decision making, and that business decisions should be supported by a broader ethical culture within business. This culture will best be informed through an understanding of emerging challenges faced by the business; an interrogation of theories to face these challenges, and a willingness to test, implement and review practical solutions. There is now a community expectation that business meet the needs of many stakeholders including customers and clients.
1220-1340 - Lunch in the Exhibition Hall
Sponsored by RHM Consultants
Barista Coffee Carts | Sponsored by Programmed Property Services & Lannock Strata Finance
Tea & Coffee Station | Sponsored by Lannock Strata Finance
1340-1420 - Working Internationally Together
Chris Duggan, SCA Australasian President and Tom Skiba, CAI Chief Executive
Internationally we are working closely with our counterparts to share best practices, knowledge and expertise. During Covid, collaboration sessions were held to support each other through the challenges being faced by our members supporting communities. This session will share insights from around the world with research and projects being undertaken to develop international standards.
1800 - 2300 - SCA Australasia Awards 2022-2023
Where: Darwin Convention Centre
Dress Code: Evening Wear
See our 2022 - 2023 Australasia Awards Finalists here.
This is one conference you don't want to miss!
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This Conference is proudly supported by SCA National Partners
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Education Partner
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