Travels From

South Africa

City

Johannesburg

State | County | Province

Gauteng

Speaker Bio

The founder and MD of Brilliance, Samantha Hillion-Burns is dedicated to helping companies around the world become more successful at and by proactively looking after customers’ best interests.

Passionate about her clients, Samantha provides effective customer experience tools, practical advice and inspirational training.

Having over 25 years’ executive experience in the field of keeping customers (including customer experience management; customer trust and loyalty; customer ethics; service design and complaints management).

Numerous clients have benefitted from her strong problem solving and design skills and her persistent drive for customer success.

Being an expert in customer fairness, Sam has over 100 financial services firms using her online tools successfully helping them to implement, monitor and measure fair customer outcomes to meet both regulatory and CX requirements.

She is regarded as one of the leading authorities on Treating Customers Fairly in South Africa.

Samantha has an international MBA cum laude mastering customer loyalty, and a degree in psychology and communications which she applies to customer psychology and customer communications.

On a personal note, Sam loves dinner with friends (especially when it’s sushi or a good old South African braai); she loves word games; she loves the nature; she loves reading, being inspired and inspiring others – she loves life.

Samantha Hillion-Burns

Keynote Speaking Events

Samantha Hillion-Burns is repeatedly rated as one of the top speakers at events.

  • leadership event,
  • executive forum, or
  • business strategy session.

Benefit from an inspirational and mind-opening talk on Service Energy.

Hear a fascinating, new perspective on Customer Success.

Hear Samantha talk passionately about one of her favorite subjects:

Customer Ethics – driving corporate integrity to be a force for good for customers.

Keynote Topic #1

    Customer Retention

    What is customer retention?  It is about creating value that energises two things regarding your customers: positive behavioural responses and strong emotional bonds.  Retaining customers is never about entrapping them.  It is more like “magnetising” them.

    Our roots in customer psychology and communications provide firm ground upon which you can rely on our expertise in the art and science of retaining clients.  Add to this our substantial first-hand knowledge and experience of what it takes to keep customers in the financial services industry.

    See the RECOMMENDATIONS tab or SYSTEM tab next to the INTRO tab above to find out what Brilliance can do for you.

    To increase customer retention a number of factors need to pull in the same direction simultaneously.  Such as: The way you listen to and communicate with customers.  The competence, energy and ethics of your leaders and team.  The effectiveness of systems and processes.  The design and quality of products and services. The attention to details showing your value of and respect for customers.

    You’re probably already doing very well in certain factors but might not be aware of where and how improvements need to be made that will have the most significant impact on your customer retention.  This is why you need independent expertise to provide professional objective reviews, advice and recommendations.  This is what we do for our clients.

    How would you like an online solution that systematically helped you to keep more customers?

    The Brilliance Customer Keeper is a management system that:

      • Sets out business practices (processes, systems, policies, deliverables, strategies) based on your unique CX objectives.
      • Enables each division to independently evaluate business practices relevant to their function
      • Helps you allocate responsibilities and select deadlines by each customer-retaining business practice will be in place
      • Provides management reports for you to monitor progress and successes across multiple divisions

    Do you want to improve the level of customer retention in your company?

    Do you want guidance, advice or some recommendations on what to do next to create value for your customers – value that builds their trust and loyalty; value that generates the returns your company needs?

    Do you want to find out more about the Brilliance online system (web app) that will help you keep more customers?

Keynote Topic #2

    Complaints Management

    How would you like a complaints management system that already meets regulatory reporting requirements, that doesn’t require any capital outlay, that is perfectly suited to any number of employees or third parties to use working from home, that is customised to your needs and immediately available on a subscription basis?

    The Brilliance Customer Feedback Tool:

      • Makes it easy for people to capture customer complaints and compliments
      • Is designed to be quick and accurate, yet flexible
      • Enables you to assign or escalate complaints if needs be
      • Provides management reports for you to monitor volumes, complaint types, turnaround times and much more

    We have worked with various financial services firms that asked us to help them with their good conduct management. 

    Some needed to start from scratch and establish a framework for a company- or group-wide continuous improvement process towards refining their culture and organisational levers to ensure the delivery of fair customer outcomes.

    Others needed help with training or good conduct measurements.

    Some wanted documents to be re-drafted to be clear and easy for customers to understand.

    Others wanted help in evaluating evidence of good conduct or in reviewing business processes in HR, compliance, product design, marketing, sales, service, administration, claims and complaints management.

    Good Conduct Management

    Having worked with many financial services firms since 2006 helping them manage good conduct, we designed and developed online systems (web apps) to make it easier for managers.

    The Brilliance Conduct Improvement Tool is a simple management tool.  It helps managers self-evaluate; it prompts honest discussion; it monitors progress across all business functions; it drives good conduct accountability and deadline achievement; it demands evidence uploads when good conduct is in place; and it supports compliance and audit teams in their reviews.

    Good Conduct Management

    There is always room for improvement when it comes to good conduct within your company or your third parties.  You need a system to ensure good management in this regard.  Contact us for a demo of the Brilliance Conduct Improvement Tool.  See how it will help you and your third parties (such as brokers, binder holders, underwriting managers) track, evidence and report on good conduct status and progress?

    Also, think about how you could benefit by receiving some suggestions and recommendations on how to more effectively identify and measure conduct culture risks and practices.

Keynote Topic #3

    Good Conduct Management

    What is good conduct management?  It is a company-wide, continuous improvement process towards achieving a culture and organisational levers that consistently ensure that customer best interests are upheld. Some call it ‘conduct and culture’ or market conduct or TCF management or customer-centric culture.

    Good conduct management is a leadership responsibility that starts with an understanding of behavioural science and a mature awareness of one’s tendency towards ethical fading and various unhealthy biases.  It is not easy.  It involves rigorous self-evaluation; honest and safe debate and discussion; and detailed review of business strategy, of Sales and HR policies, of governance controls and metrics, as well as reviews of processes across all business functions.

    See the RECOMMENDATIONS tab or SYSTEM tab next to the INTRO tab above to find out what Brilliance can do for you.

    We have worked with various financial services firms that asked us to help them with their good conduct management. 

    Some needed to start from scratch and establish a framework for a company- or group-wide continuous improvement process towards refining their culture and organisational levers to ensure the delivery of fair customer outcomes.

    Others needed help with training or good conduct measurements.

    Some wanted documents to be re-drafted to be clear and easy for customers to understand.

    Others wanted help in evaluating evidence of good conduct or in reviewing business processes in HR, compliance, product design, marketing, sales, service, administration, claims and complaints management.

    There is always room for improvement when it comes to good conduct within your company or your third parties.  You need a system to ensure good management in this regard.  Contact us for a demo of the Brilliance Conduct Improvement Tool.  See how it will help you and your third parties (such as brokers, binder holders, underwriting managers) track, evidence and report on good conduct status and progress?

    Also, think about how you could benefit by receiving some suggestions and recommendations on how to more effectively identify and measure conduct culture risks and practices.

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