CX Live Auckland
Designing and improving customer experience in a post-pandemic world
FRIDAY, MAY 21, 2021 // 8.30-10.30 AM NZT
BREAKFAST EVENT AT SKYCITY AUCKLAND
After a year of huge disruption, it's time to shift the focus to how businesses can understand and delight the new type of customers that have emerged during this time. Because we know needs and behaviours have changed forever. Now we need to urgently be doing something about it.
Join CX visionary Bruce Temkin and two iconic New Zealand brands, Chorus NZ Limited and Southern Cross Health Society to discover how they are taking action to design and improve the customer experience in a world that’s changed forever. Through a collection of engaging, real-life examples you’ll learn to stay ahead of rapidly changing expectations in a world that’s changed forever. Across 90 minutes you’ll learn:
- How to quickly and effectively adjust traditional ways of working in response to changing expectations
- Ways to unlock the actionable customer insights needed to move forward successfully
- The business trends you need to master to deliver optimum results
- Why leading industry analysts state having an XM capability is business critical in 2021
date
Friday, May 21, 2021
8:30-10:30 am NZT
location
Weta Workshop Unleashed – Wellington Room
Level 5, 88 Federal Street
Agenda
8.30amArrival and breakfast
9.00am
How to Design and Improve Customer Experience in a Post-Pandemic World
Jason Laufer | Managing ANZ Sales Director, Qualtrics
Qualtrics will explore how organisations can evolve their CX programs to keep ahead of rapidly changing expectations, and showcase how it is transforming the future of CX with its Experience Management Operating System.
9.10am
What’s driving consumer behaviours in 2021
Bruce Temkin | Head of XM Institute, Qualtrics XM Institute
Based on a global study including over 1000 respondents across Australia & New Zealand, our latest consumer trends report evaluates a range of experiences across industries. Bruce Temkin, Head of the XM Institute, will break down the data, shine a light on what CX teams need to focus on, and take questions from the audience.
9.30am
How Chorus is demonstrating the business value of CX
Marcus Taylor | Voice of the Customer Manager, Chorus NZ Limited
Discover how Chorus is rapidly acting on customer feedback to continually design, improve, and adapt its products and services for rapidly changing behaviours and preferences – from the rise of egaming through to remote working. Learn how Chorus is working to demonstrate the business impact of CX at the organisation, as well as scale and tailor its voice of the customer programs for households and retailers to improve the experience.
9.50am
Focusing on the moments that matter at Southern Cross
Melanie Kozak | Head of Voice of Customer, Southern Cross Health Society
New Zealand’s leading health insurer shares how it is fostering a culture of customer-centricity by rethinking the traditional voice of the customer program. Explore how the company is building an agile and scalable CX platform capable of adapting to customer needs and market change, as well as how it is optimising resources and investment by prioritising the moments that matter.
10.10am
Panel Q&A
10.30am
Networking tea and coffee
Speakers
Bruce Temkin – Head of XM Institute, Qualtrics
Melanie Kozak – Head of Voice of Customer, Southern Cross Health Society
Marcus Taylor – Voice of the Customer Manager, Chorus NZ Limited