04 - 05 September, 2018 | The Royce Hotel, Melbourne

Conference Day One: Tuesday, 4th September 2018

9:00 am - 9:10 am Opening Remarks from Conference Chairperson

8:30 am - 9:00 am COFFEE & REGISTRATION

9:10 am - 9:50 am Monitoring Facebook’s Political Landscape around Security and Privacy Concerns

Today, nearly 1.8 billion people around the world use Facebook to stay connected to their friends and family. In this session, Facebook’s Head of Global Policy Development, Matt Perault will weigh the security and privacy concerns when developing Facebook’s policy position. Legally undecided policy questions

  • Shaping the company’s position on Privacy Issues
  • Managing the Global Privacy Team to reduce the complexity of human error
  • Key policy issues around the globe affecting the Customer
  • Overcome the challenges in disclosing personal information cross-border

9:50 am - 10:30 am How to Respond to Australia’s New Notifiable Data Breach Scheme for Better Customer Data Protection

10:30 am - 11:00 am Speed Networking

11:00 am - 11:30 am MORNING TEA

11:30 am - 12:10 pm Preventing Blind Customer Agreements to Reduce The Risks of Customer and Revenue Loss

Jason Holandsjo - Chief Compliance & Privacy Officer, Telstra
Many factors go into the creation of a customerbusiness agreement. One of them is transparency and mistakes in an agreement can ultimately put the business at risks of customer and revenue loss. In order to avoid problems, organisations must understand disclosure processes to ensure simple, effectively and quick communication to gain drive customer confidence.

This session will show you how to:

  • Provide valued customers a responsive, supportive and customised agreements prior to the customer’s purchase of the service or product
  • Prevent complaints that will most likely result in increased operational costs, a loss in customer loyalty and revenue
  • Indulge in richer and deeper conversations with the customer to build transparent relationships
  • Adopt a simple, effective and quick disclosure process
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Jason Holandsjo

Chief Compliance & Privacy Officer
Telstra

12:10 pm - 12:50 pm How to Build a Culture of Awareness and Self- Reporting to Eliminate The Complexity of Human Errors and Ensure Customer Confidence

Shalini Sharma - National Risk and Compliance Officer, Allianz Australia
One of the biggest challenges in data privacy and protection is the common everyday human errors. Il-informed and unaware employees can significantly increase the risk of data breaches by using weak passwords, mistakenly delete data or fall for scams or even browse websites not under acceptable terms. In this session, Shalini will provide insight into how you can build a culture of reporting to eliminate and rectify data breaches for the best customer security.

This session will show you how to:

  • Strategically implement interactive education techniques periodically to ensure staff engagement and understanding
  • Effectively communicate the importance of data security and actions required when responding to a privacy threat
  • Conduct security awareness programs frequently
  • Provide ongoing training to ensure security maturity
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Shalini Sharma

National Risk and Compliance Officer
Allianz Australia

12:50 pm - 1:50 pm LUNCH

1:50 pm - 2:30 pm Improving Third-Party Vendor Security to Ensure Ongoing Security For Your Customers

As part of Virgin Australia’s Frequent Flyer Division security strategy, Fred Thiele, The Chief Information Security Officer is in charge of developing and implementing Velocity’s security program. With crime on the rise, it is not enough to look at your business’s system and web presence is secure. The risks posed by third-parties must now be identified and managed.

This session will show you how to:

  • Develop and implement vendor security assessments
  • Identify baselines security policies that need to be met by vendors
  • Define third-party risks from internal (surveys and audits) and external sources (Media and Sanctions)
  • Manage third-parties access to IT information, compliance with regulations, unethical practices and mitigate operational risks

2:30 pm - 3:10 pm Taking a Sustainable and Proactive Security Approach that Balances both Prevention and Management of Data Breaches

Ruby Yadav - Chief Risk Officer, UniSuper
Boards and Regulators rely on policies and frameworks to deal with major risks. Unfortunately, most such policies and frameworks are effective on paper and not in practice and don’t often affect the company behavior. Poor frameworks that are too stringent or theoretical create vulnerabilities for security breaches and attacks. UniSuper takes a people led approach to develop it’s governance frameworks creating a higher degree of confidence in managing its risks. Join this session with Ruby to develop a security framework that can be adhered to.

This session will show you how to:

  • Leveraging training to set expectations when responding to data breaches
  • Implement a streamlined governance framework to manage data related risks
  • Develop and manage an incident response team that is always prepared to control and recover systems in an event of a disaster
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Ruby Yadav

Chief Risk Officer
UniSuper

3:10 pm - 3:40 pm AFTERNOON TEA

3:40 pm - 4:40 pm CASE STUDY: Adopting Transparent Data Handling Practices to Improve Business Continuity and Gain Consumer Trust

Amyn Nathwani - Enterprise Manager Risk, Department of Finance, Service and Innovation
In this session, Amyn, an experienced government Enterprise Risk Manager will discuss how the government is equipped to respond to future risks by enhancing knowledge and capability. He will highlight the challenging approaches in managing risks across different legislations and disclosures through various case studies and examples.

This session will show you how to:

  • Improve the tracking and tracing of customer data using real government case studies
  • Classify, protect and analyse unsecured and unstructured data to prevent data loss and improve the security of customer data
  • Identify how data changes with different legislation and how to respond when this happens
  • Incorporate effective communication on the governance of data to the customer to ensure process is not broken down
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Amyn Nathwani

Enterprise Manager Risk
Department of Finance, Service and Innovation

4:40 pm - 5:10 pm Taking A Look into The Iconic’s Best Practices and Frameworks for Keeping Customer Data Safe

Kshira Saagar - Head of Analytics and Data Science, The Iconic
Data privacy laws are changing with the digital economy. A large component of a company’s success will depend on whether it can respond to changing consumer needs and privacy laws for better data protection. In this session, Iconic’s Analytics and Data Science Chief, Kshira, will explore the frameworks used to understand customer data and enable data driven decisions to ensure data is safe.

This session will show you how to:

  • Implement the Confidential-Integrated- Accessible (CIA) framework and its impact on the privacy of individuals
  • Identify and critically analyse how the projects and/or products impacts upon privacy, both negatively and positively
  • Apply flexible strategies to mitigate privacy risks including technical controls (encryption), operation controls (policies and procedures) and communication strategies (privacy notices)
  • Execute effective privacy management by delegating and consulting with internal and external stakeholders
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Kshira Saagar

Head of Analytics and Data Science
The Iconic

Champagne Roundtable

*Delegates will break up into the table of their choice to discuss the following challenges in the CX industry. Each table will be lead by one expert in the space who will help facilitate discussion of the topic. Prompt questions can be used for the group discussions and at the end of 30 minutes, one delegate from each table will report back to the entire audience on the group findings.

Table One

5:20 pm - 6:00 pm Developing Enterprise Wide Data Protection and Privacy Strategies
  • Addressing the issues to customer data privacy and protection
  • How can we adopt a holistic approach to enhance customer trust and confidence?

Table Two

5:20 pm - 6:00 pm Staying One Step Ahead of Cyber Attacks
  • The international and interconnected IT solutions that will help you prevent the attacks
  • Enabling business continuity and management of business risks by preparing analysing the horizon of threats

Table Three

5:20 pm - 6:00 pm Improving the Collaboration between IT Functions to Drive A Culture of Compliance
  • Ensuring clear chains of commands and responsibilities to ensure that policies can be translated into tangible actions
  • Internal Up skilling and Recruitment

6:00 pm - 6:10 pm Closing Remarks from Conference Chairperson

6:10 pm - 6:10 pm NETWORKING DRINKS