Agenda
Thursday, 11 November 2021
| Start | End | Session |
| 11.45am | 12.15pm | Exhibition open |
| 12.15pm | 12.25pm | Welcome |
| 12.35pm | 1.05pm | The view on 2022 Mike and Richard will unpack the recent journey for our industry, what has been done, how that positions us as we face the 2022 review of broker remuneration, and what still needs doing to ensure we can confidently lean into the upcoming scrutiny. Speakers: Mike Felton, CEO, MFAA Richard King, Managing Partner, GRACosway |
| 1.10pm | 1.55pm | Customer engagement – what are the three biggest challenges that might be stopping your customers from loving you? Jaquie Scammell is Australia’s leading customer service expert, helping create a service mindset and to elevate the ordinary moments between you and your customers. Jaquie will explore how you can create loyalty and bond way past your initial engagement. Speaker: Jaquie Scammell, Australia's leading customer service expert |
| 2.00pm | 2.30pm | Exhibition open |
| 2.30pm | 3.15pm | Best practice broker panel – systems and service Hosted by Leah Hudson and Zarko Jokic, this award-winning panel of brokers will discuss what changes they have made to their business in the last year, what they plan to implement in 2022 and how they ensure their customers have an exceptional experience. Leah Hudson, State Manager - Business Development QLD, MFAA Zarko Jokic, State Manager - Business Development NSW/ACT, MFAA |
| 3.15pm | 3.45pm | Exhibition open |
| 3.45pm | 4.35pm | Economic update and looking to 2022 Following on from a well-received presentation at our PD event in March, Adelaide will again explore the key issues affecting the Australian economy, where our market is heading and discuss the effects that COVID-19 will continue to have on the Australian and global economies into 2022. Speaker: Adelaide Timbrell, Senior Economist, ANZ Bank |
| 4.40pm | 4.50pm | Closing remarks |
MFAA Events | 1300 554 817 | events@mfaa.com.au | www.mfaa.com.au