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Experience Management Workshop

Learn best practice, how to demonstrate an ROI and build a business case for XM

May 12, 2023 / 10:00AM to 12:30PM NZST

LOCATION: The Grand by SkyCity, Room 8, Level 7, 90 Federal Street, Auckland CBD


Experience Management Workshop: Learn best practice, how to demonstrate an ROI and build a business case for XM.

The experiences you create for customers and employees have a direct impact on your organisation’s growth, profitability and efficiency. Experience Management is the discipline that propels businesses towards these outcomes.

CX and HR teams today are making this happen, responding to dynamic customer and employee expectations with limited budgets, resourcing and operational capabilities.

With the stakes high and the urgency real, we’ve developed with the Qualtrics XM Institute an Experience Management Workshop and Q&A session with Bruce Temkin to uncover:

  • The latest research on Experience Management Trends – What are the anticipated areas of investment, priorities and expected future usage of XM technologies for customer and employee experience professionals.
  • How to demonstrate the ROI of Experience Management – including how to measure it more effectively and get stakeholder buy-in.

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Featuring


Picture of Bruce Temkin

Bruce Temkin

Head of Qualtrics XM Institute, Qualtrics

Bruce Temkin is an Experience Management (XM) visionary and is often referred to as the “Godfather of Customer Experience.” He leads the Qualtrics XM Institute, which provides thought leadership and training to help organisations around the world master XM and is also building a global community of XM professionals who are radically changing the human experience.

Prior to Qualtrics, Bruce led Temkin Group, which provided research, advisory, and training that helped many of the world’s leading brands build customer loyalty by engaging the hearts and minds of their customers, employees, and partners. He is also the co-founder and Chairman Emeritus of the Customer Experience Professionals Association. Prior to Temkin Group, Bruce spent 12 years with Forrester Research during which time he led the company's B2B, financial services, eBusiness, and customer experience practices and was the most-read analyst for 13 consecutive quarters. Bruce has a mechanical engineering degree from Union College and a master’s in management from the MIT Sloan School of Management.

Picture of Cecelia Herbert

Cecelia Herbert

Ph.D., XMP, Principal XM Catalyst

Cecelia is a Doctor of Organisational Psychology with over 20 years of experience as a practitioner, academic, and consultant. She joined Qualtrics in 2019 to establish and lead XM Scientist Advisory Services in Asia Pacific, and has partnered with organisations across the globe to design, mature, and grow their XM Programs. Prior to Qualtrics, Cecelia was a leader in the Employee Engagement organisation at Google. For more than a decade, her work has centred on developing evidence-based solutions that drive systemic change in Diversity, Equity & Inclusion. Cecelia is an experienced facilitator and coach, leveraging scientific & data-driven methods to address complex challenges, and communicating in a way that is simple, effective, and practical. At XM Institute, Cecelia is committed to building a thriving community of XM professionals, who are empowered and inspired to radically improve human experiences.

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