ACVS2023 Program

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8.30am -10.30am, RMIT Story Hall Auditorium (Level 5)

8.30am -10.30am RMIT Story Hall Auditorium (Level 5)


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Keynote/Plenary Session 

Session Chair: Prof Mike Reid (RMIT)

Welcome from RMIT.

Prof Mike Reid. Director, Consumer Wellbeing Research Group. School of Economics, Finance and Marketing. RMIT.


Welcome from the AASM.

The Importance of Challenging Assumptions of Customer Vulnerability: Rethinking and Reshaping.

Dr Gauri Laud, University of Tasmania. Secretary, Australian Association of Social Marketing (AASM).

Welcome from BEST Centre QUT and Keynote 1.

The Case for a Strengths-Based Approach to Customer Vulnerability – Why Reframing Our Perspective is so Important.

Prof Rebekah Russell-Bennett, Co-Director Centre for Behavioural Economics, Society and Technology (BEST), Queensland University of Technology.


Keynote 2 and Silver Sponsor

Creating Better Outcomes for Customers Experiencing Vulnerability.

Amanda Forster, Executive Manager of the Customer Advocate Office, Suncorp.

Keynote 3 and Gold Sponsor.

Vulnerability from a Social Research Perspective.

Liz Duniec, Director and Lucy Marshall, Senior Research Manager, ORIMA Research.

10.30am-11.00am, RMIT Story Hall Auditorium Foyer (Level 5) - Morning Tea

11.00am – 12.15pm RMIT Story Hall Auditorium (Level 5)

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Panel Discussion 1 – Voice of Practitioners in Reframing and Rethinking Customer Vulnerability

Session Chair: Lelde McCoy (The Reputation Group. AASM)

We Don’t Have All the Answers: The Importance of Consulting with Community.

Mandy Griffiths. A/Director, Strategic Communications and Community Engagement.  Department of Families, Fairness and Housing.

Rebuilding Women’s Financial Security.

Dr Jozica Kutin. Acting Head of Research and Evaluation. Tristan Saltness. National Program Manager for Financial Independence Hub. Good Shepherd Australia New Zealand.

Aligning Organisational Strategy and Fundraising, Communications and Marketing Approaches – An Industry Insiders’ Perspective.

Caroline Sheehan. Director VINC. & MCM. Director Strategy, Planning and Performance. Royal Women’s Hospital.

Six Ways to Make Strengths-based Storytelling an Everyday Practice.

Zayne D’Crus. Communications and Engagement Manager. Melbourne Genomics Health Alliance.

12.15pm – 1.00pm, RMIT Story Hall Auditorium Foyer (Level 5) - Lunch


Two Breakout Sessions

Breakout 1: Story Hall Room 1 & 2 (Level 7)

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Cost of Living and Customer Vulnerability – Issues, Challenges, Solutions.

Session Chair: Dr Rowan Bedggood (Swinburne University of Technology)

Housing and Customer Vulnerability

Assoc Prof Ashton DeSilva. Applied Econometrician, RMIT.

Empowering Victorians to Switch Energy Retailers: Service Quality as Driver.

Dr Janneke Blijlevens, Senior Lecturer in Experimental Methods. RMIT.

Investigating Australia’s Energy and Food Cost Crisis.

Prof Lisa Farrell. Director of the Societal Economics Research Group (SERG), RMIT.

Codesign to Empower: Lessons from Codesigning with Older Adults.

Dr Torgeir Aleti.  Senior Lecturer, Digital Marketing. RMIT.

Breakout 2: Story Hall Story Hall Auditorium (Level 5)

Click here to download pdf slides

Demographic and Life Stage Customer Vulnerabilities – Issues, Challenges, Solutions.

Session Chair: Assoc Prof Foula Kopanidis (RMIT)

The Importance of Recognising and Addressing Vulnerabilities in Australian Health Consumers.

Assoc Prof Joy Parkinson. Principal Research Scientist, with the Australian eHealth Research Centre at CSIRO.

 Customer Vulnerability in the Context of Disability.

Assoc Prof Amanda Beatson. Assoc Professor in Marketing, QUT Business School.

 Understanding Women’s Marketplace Experiences for Advancing Structural and Social Change.

Dr Laura McVey. Women’s Program Manager – Research, Policy & Strategy. esafety Commissioner’s Office.

 Men! Not All Middle-Aged Men are Helpless and Hopeless: Implications for Reimagining Health Promotion.

Prof Mike Reid. Professor of Social Marketing. School of Economics, Finance and Marketing, RMIT.

Workshops: 2.00pm-3.00pm (Different rooms/online)

Three Workshops (See venue)

Workshop 1- Story Hall Auditorium (Level 5)

How to Respectfully include First Nations Voices and Perspectives when Developing and Implementing Customer Vulnerability Protocols and Guidelines.

Prof Maria Raciti. Co-Director UniSC Indigenous and Transcultural Research Centre. University of Sunshine Coast.

 Workshop 2 – Building 13- Behavioural Business Lab (Limit to 28 persons registered). Please assemble in Story Hall Auditorium Foyer.

Understanding Unconscious bias and its Implications for Working with Customers Experiencing Vulnerability.

Dr Meg Elkins. Behavioural and Applied Economist. RMIT Behavioural Business Lab, RMIT University

Workshop 3 – Online via Teams

Co-design with Customers Experiencing Vulnerability

Dr Kate Letheren. Consumer Psychology Researcher, Co-Deputy Director, Centre for Behavioural Economics, Society and Technology QUT.

3.00pm -3.30pm, Story Hall Auditorium (Level 5) - Afternoon Tea

3.30pm- 4.45pm Story Hall Auditorium (Level 5)

Panel 2:  Reflections on Rethinking and Reshaping Customer Vulnerability

Session Chair: Prof Rebekah Russell-Bennett (QUT)

Amanda Forster. Suncorp.

Assoc. Prof. Joy Parkinson, CSIRO.

Dr Rowan Bedggood, Swinburne University.

Prof Linda Brennan. RMIT University.

Prof Maria Raciti, University of Sunshine Coast.

4.45pm – 5.00pm, Story Hall Auditorium - Symposium Close

Symposium Closing

5.00pm – 6.30pm, Oxford Scholar

Networking and Refreshments (Optional in registration)

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