Q&A sessions

Customer Advocacy

Customer advocacy is a specialised form of customer service in which organisations focus on what is deemed to be best for the customer. It is a change in an organisation’s culture that is supported by customer-focused customer service and marketing techniques.

We speak with Gina Brooks and Darrin Wright, leading experts in this field, about what businesses can do to better control and manage customer experiences to achieve desired outcomes.

This online forum is designed for anyone responsible for customers and the experience they have with your organisation. It gives you an opportunity to ask questions, seek advice, or simply gather information that you can take back to your workplace.



Making the Unseen Seen


We speak with Leah Trotta, an expert in health and, in particular, aged & community care, about how this sector has evolved and the changes it still needs to undergo.

To view the key document from this breakfast presentation, please click here.


Assurance Mapping

Thursday, 25 January 2018
8.00am (for an 8.30am start)
Regus Building, Level 2, 818 Whitehorse Road, Box Hill VIC 3128

On Thursday, 25 January 2018, aceia held a breakfast information session on Assurance Mapping.

During this presentation, the importance of Assurance Mapping, including key benefits, were discussed, including:

  • Providing a visual and informative summary of assurance activities
  • Identifying gaps in assurance
  • Minimising business/operational disruptions
  • Promoting collaboration and opportunities
  • Optimising assurance costs

To view the key document from this presentation, please click here.

Due to the interest in this presentation, we will be holding a follow-up session later this financial year.

Business Continuity and Disaster Recovery Management Insights

Thursday, 2nd March 2017
8.00am (for an 8.30am start)
Regus, Level 2, 818 Whitehorse Road, Box Hill VIC 3128

On Thursday, 2nd March, 2017, aceia and Certitude held a very successful breakfast presentation focusing on the BCM and IT Disaster Recovery practices and challenges for Australian organisations.

During this presentation, Certitude presented the key observations of the latest Certitude IT Disaster Recovery Survey, including key observations:

  • What really is driving IT outages.
  • Typical DR control weaknesses.
  • Changes in the use of various recovery technologies and methods, and more…

The presentation also covered common challenges in managing business continuity and recovery programs, as well as potential solutions through the use of better approaches and technology solutions.

To view the key documents from this breakfast presentation, please click on the links below: