How can professional services firms adapt to the changing needs and expectations of their clients in today's dynamic market? What are the key challenges and opportunities that clients face and how can firms help them overcome and leverage them? How can firms build trust, value and differentiation in a competitive and uncertain environment?
Join us for a panel discussion with senior leaders from different sectors who will share their first-hand insights into what clients need from firms right now. You will hear about their experiences of working with professional services providers, their criteria for selecting and evaluating them, and their advice for firms that want to strengthen their client relationships and deliver exceptional results.
This session will help you to:
- Understand the current and emerging needs and pain points of clients across different industries and markets
- Learn how to align your services, solutions and communication with your clients' goals and priorities
- Discover how to demonstrate your value proposition and differentiation in a crowded and commoditised market
- Explore how to foster trust, collaboration and innovation with your clients and co-create value
- Gain practical tips and best practices for enhancing your client service delivery and satisfaction
Speakers:
Kathryn Illy
Kathryn Illy has over 20 years’ experience across the public and private sectors, including tourism, financial services, professional services, advisory and advertising.
Kathryn’s most recent role was the General Manager of Consumer Marketing at Destination NSW, leading a large, global team across brand, digital, media, PR, business development, operations, partnerships, communications and events. Her career spans B2B and B2C marketing at PwC and Macquarie Bank, having started out in advertising and direct marketing agencies.
Kathryn is a Non-Executive Director on the Australian Marketing Institute Board, sits on the UTS School of Communications Advisory Board, and was named one of Australia’s Top 25 CMOs and CEO Magazine’s Women of Influence in 2025. She sat on the ICON Board, holds an MBA, a Postgraduate Diploma in Management, is a Graduate of the Australian Institute of Company Directors and has completed the Strategic Negotiations Program at Harvard Business School.
In her spare time, she is regularly invited to speak at industry events including SXSW, but as a mother of 3 teenagers, most of her time is spent as an uber driver, chef and cheerleader.
Michael Chambers
Executive Manager, Business & Private Banking, National Australia Bank
Mike Chambers (he/him) is driven by a passion for delivering exceptional customer and colleague experiences and a strong commitment to giving back to the community.
Mike’s background in banking, law, marketing and client strategy has seen him work in the UK, Asia and Australia in a range of roles, including a number of Chief of Staff roles to CEOs, Group Executives and Managing Partners.
He is currently, the Executive Manager to the Group Executive, Business & Private Banking, the largest customer division at NAB. In his time at NAB, he has held various roles including Executive Manager for Commercial & Customer Services, managing strategy and operations for a team of ~1200, Director of Group Strategy, Head of Personal Everyday Banking Partnerships and Head of Customer Vulnerability. In these roles, Mike has driven a range of outcomes including technology delivery to improve payment experiences for customers, including protective digital measures for customers experiencing domestic & family violence.
Prior to his time at NAB, Mike has been a small business owner and has held a range of senior client relationship and business development roles at King & Wood Mallesons in Australia and Norton Rose Fulbright in London and Singapore.
To unwind, Mike spends his spare time in the garden and the kitchen with his young son and wife.
Bevan Brownhill
Head of Third Party Governance APAC, Bupa
Bevan is a commercial and procurement subject matter expert specialising in contract and strategic supplier management. Having worked at Deloitte for 9 years as Senior Client Director and Head of Contract and Commercial Management he recently joined Bupa as APAC Head of Third Party Governance.
Prior to this Bevan was a senior procurement legal advisor in UK Government providing SME advice and led commercial legal negotiations and issue resolution for complex global contracts with both international governments and industry. Bevan has represented the UK Government, EU Commission and NATO in numerous international commercial negotiations.
He is a fully accredited senior project and program manager with over 10 years experience leading delivery of strategic acquisition programs (the largest over $1bn) managing blue-chip contractors across a range of technical fields.
In his spare time Bevan can be found playing masters football (not soccer!) year-round for Seaforth FC, walking his dog or trying to keep up with the various demands of his two teenage children.
Event Details:
Date: 23 September 2025
Times:
12:00 pm - 1:00 pm: Sydney, Melbourne, Brisbane
11:30 pm - 12:30 pm: Adelaide
2:00 pm - 3:00 pm: New Zealand
10:00 am - 11:00 pm: Perth, Hong Kong, Singapore
Price: Free to members | Non-Members: AUD90.00