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CX Live Auckland

Designing and improving customer experience in a post-pandemic world

FRIDAY, MAY 21, 2021 // 8.30-10.30 AM NZT

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

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Friday, May 21, 2021
8:30-10:30 am NZT


Weta Workshop Unleashed – Wellington Room
Level 5, 88 Federal Street



Arrival and breakfast


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.


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.


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.


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.


Panel Q&A


Networking tea and coffee


Picture of Bruce Temkin

Bruce Temkin – Head of XM Institute, Qualtrics

Picture of Melanie Kozak

Melanie Kozak – Head of Voice of Customer, Southern Cross Health Society

Picture of Marcus Taylor

Marcus Taylor – Voice of the Customer Manager, Chorus NZ Limited

Join us at CX Live Auckland

Reserve my spot!