Customer Experience Masterclass

Agenda

9am  |  Registration & Networking Breakfast 

9.30am – 12.30pm |  Mastering CX Excellence: Leveraging data, tech and insight for business impact

This session is tailored for professionals eager to mature their company’s customer experience (CX) programs by harnessing the power of omnichannel insights, advanced AI technologies, and taking action to drive value. As businesses strive to stay competitive in a rapidly evolving market, this masterclass offers a deep dive into the strategies and tools required to transform customer interactions into impactful experiences that drive loyalty and growth. 

This practical, in-person masterclass will enable you to:

• Identify where to start to listen to unsolicited feedback and unstructured data across different channels of insight & identify behavioural cues to understand how customers really feel


• Understand how you can empower your teams to act in real time- take the right insights and bring it to life in the rest of the organisation which ultimately drives action and innovation


• Learn practical ways to increase you & your teams productivity and efficiency leveraging AI automations and technological advancements


• Connect CX with strategic priorities and business outcomes that demonstrate tangible benefits of investment reducing costs, increasing revenue and mitigating potential risk.

2pm – 5pm |  Building your XM business case

The continued success of your experience programs relies on demonstrating the organisational value created by these investments. But here’s the catch: even if your employees and customers are happier as a result of your work, it can be difficult to effectively quantify or communicate the enormous ROI of experience management.

Now’s the time to change all that. During this highly-interactive masterclass crafted by experts from the Qualtrics XM Institute, you will discover how to construct your business case for experience management.

This practical, in-person masterclass will enable you to:

• Define and communicate the value of CX and EX programs


• Develop personalised action plans through guided interactive exercises


• Build a compelling business case for your XM program


• Interact with other XM professionals and XM Institute faculty

Key Speakers

Eleanor O’Dwyer-Duggan, Head of CX & Research Solution Strategy – SEA & India

Elle has over 12 years of experience designing and running large-scale, global CX, brand and research programs both on the client and agency side. Elle currently leads the customer experience and research solution strategy for Qualtrics in South East Asia and India where she partners with leading organisations across the region to design best practice experience management programs to meet business outcomes. Prior to joining Qualtrics,  Elle spent the previous 6 years building and managing global insights programs and functions at both IAG (Aer Lingus) and Ryanair Group, and has lectured in organisational research applications at Michael Smurfit Graduate Business School in Ireland.

Dr Cecelia Herbert, Principal Behavioural Scientist at Qualtrics XM Institute

Cecelia is a Doctor of Organisational Psychology with a career as a practitioner, academic, and consultant that spans more than two decades. After years as a senior leader in employee engagement & DEI at Google, she joined Qualtrics in 2019 to establish and lead Employee Experience Advisory Services in Asia Pacific, partnering with organisations across the globe to design, mature, and grow their experience management programs. As part of the global XM Institute team, Dr Herbert is focused on building a thriving community of Experience Management professionals, who are empowered and inspired to radically improve human experiences.