Customer Experience, Behaviour And Technological Things

Session: 
Day 2, 2:00pm – 3:30pm – Customer Experience, Behaviour, and Technological Things

Merlin Kong, Principal Advisor Innovation, LASA

Biography:
Merlin is the head of innovAGEING – Australia’s innovation network for aged care services. He has previously been Executive Director at Community Services #1, Executive Director at the ACT Property Council, and Policy Strategy Director and Senior Adviser to various MLAs in the ACT Legislative Assembly.
Merlin has held innovation advisory roles with both start-ups and institutions, and actively volunteers his time mentoring young entrepreneurs. He has also taught innovation and entrepreneurship, and business development strategy at the Australian National University.

Mark Hassell, Partner, KPMG

Biography:
Mark joined KPMG in October 2017 from Virgin Australia where he was previously the Chief Customer Officer (CCO) for 5 years, as well as a member of the Group Management and Executive Committees.
In his role at Virgin, Mark significantly contributed to the building of a new airline through defining and implementing a customer, brand and marketing strategy. This resulted in transforming the ‘no frills’ Virgin Blue in to the ‘full service’ premium Virgin Australia.
Mark has more than 20 years of customer and brand leadership experience, having held senior customer roles with British Airways and Qantas in Australia and the United Kingdom

Kaizaad Mehta, National Director Healthcare, Commonwealth Bank

Kaizaad Mehta	kaizaad.mehta@cba.com.au	475989495	Sandra Stanizzo	8	Hazel

Biography:
Kai’s banking career spans over 12 years and has seen him working with some of Australia’s leading financial institutions. Specialising in the Seniors Living Sector including Aged Care, home care, retirement villages and land lease communities.
Kai is responsible for the strategic and tactical development of the Bank’s national healthcare portfolio. In this role, Kai consults with industry professionals as he reviews the national services, products and lending solutions offered by the Bank to ensure the sector has access to world-class support as they build the social infrastructure required to meet growth demands.
Kai provides ongoing expert advice and training to banking specialists on lending criteria and structuring, the regulatory and compliance landscape, current and future trends impacting the sector, benchmarking and risk appetite.