XM Knowledge Base
The ROI of Making Business More Human
Hear from Experience Management leaders
How Experience Management leaders are staying one step ahead, instigating change, and driving value.
The human desire to be heard and understood is universal. At XM on Tour SYD 2022, leading organisations share how they’re designing impactful experiences that drive empathy - and growth. Tune in to watch on-demand now.
The ROI of Making Business More Human
Kylan Lundeen Chief Marketing Officer / Qualtrics
The ROI of making business more human
Kylan Lundeen Chief Marketing Officer / Qualtrics
The ability to truly understand what customers and employees want will be critical as we head into times of uncertainties. Learn the big trends heading our way and how making business more human can deliver greater growth.
Vicky Katsabaris Director of Experience Management / Qualtrics, Steve Bennetts Head of Employee Experience / Qualtrics, Lisa Khatri Head of Brand, Customer and Research Experience / Qualtrics
Experience Management (XM) innovation solutions reveal
Vicky Katsabaris Director of Experience Management / Qualtrics, Steve Bennetts Head of Employee Experience / Qualtrics, Lisa Khatri Head of Brand, Customer and Research Experience / Qualtrics
Learn about the latest innovation in Experience Management that could help businesses build deep, personal relationships, uncover unmet needs, and build the products, services, and experiences that people want.
Sweta Mehra Chief Marketing Officer/ ANZ Bank, Brigid Archibald APJ Managing Director / Qualtrics
Under the hood of ANZ Bank's experience transformation
Sweta Mehra Chief Marketing Officer/ ANZ Bank, Brigid Archibald APJ Managing Director / Qualtrics
Hear about ANZ’s transformation journey as it made majors shifts to overcome post-pandemic challenges. Hear how they are instigating change in the whole organisation, including in how it develops services, deliver mass personalisation, and restore employee engagement.
Belinda Dimovski Principal Director Customer Strategy, Marketing Lead / Accenture
We all need to be in the business of experience
Belinda Dimovski Principal Director Customer Strategy, Marketing Lead / Accenture
The intersection of employee engagement and customer experience is central to an organisation’s success. So how can data, analytics, technology and an eye to the future help employers of today do their job and feel confident for the future?
Russell Murphy Executive Director Programs, Partnerships & Insights / Service NSW
The ServiceNSW Story
Russell Murphy Executive Director Programs, Partnerships & Insights / Service NSW
Hear the firsthand story of ServiceNSW’s experience transformation, the burning platform for change, leadership principles to drive impact, and how it’s aiming to be the world’s most customer-centric government organisation.
Chris Preston Senior VP, Global Marketing Operations / Flight Centre Travel Group, Duncan Head General Manager - Insights / Vector Limited, Michael Burgess Chief Student Experience Officer / Western Sydney University, Ivana Sekanic Customer Experience Solution Strategist / Qualtrics
Differentiate and win through human-centric CX and lessons learnt
Chris Preston Senior VP, Global Marketing Operations / Flight Centre Travel Group, Duncan Head General Manager - Insights / Vector Limited, Michael Burgess Chief Student Experience Officer / Western Sydney University, Ivana Sekanic Customer Experience Solution Strategist / Qualtrics
Customer discernment and expectations rise exponentially during uncertain times. This interactive session explores how to embed human-centricity at scale in your CX program so you could truly differentiate in today’s saturated market.
Karen Sheppard Head of Customer Insights / Endeavour Group, Sarah Minford Team Experience Partner / Endeavour Group, Dr Crissa Sumner Employee Experience Solution Strategist, ANZ / Qualtrics , Ivana Sekanic Customer Experience Solution Strategist, ANZ / Qualtrics, Georgie Mcintyre Employee Experience XM Scientist / Qualtrics, Kevin Moran Senior Principal Solution Engineer / Qualtrics
The power of connecting CX with EX featuring Endeavour Group
Karen Sheppard Head of Customer Insights / Endeavour Group, Sarah Minford Team Experience Partner / Endeavour Group, Dr Crissa Sumner Employee Experience Solution Strategist, ANZ / Qualtrics , Ivana Sekanic Customer Experience Solution Strategist, ANZ / Qualtrics, Georgie Mcintyre Employee Experience XM Scientist / Qualtrics, Kevin Moran Senior Principal Solution Engineer / Qualtrics
Research shows that when customer experience (CX) and employee experience (EX) are in sync, businesses see higher growth and success. Hear from Endeavour Group as they share their journey of connecting CX with EX, plus key lessons and insights that are shaping their future decisions.
David Watson Management Consulting Manager / Accenture, Tim Higgins Customer Insights and Growth Lead / Accenture
The intersection of Data and Technology - improving customer interactions
David Watson Management Consulting Manager / Accenture, Tim Higgins Customer Insights and Growth Lead / Accenture
As buyer behaviours change, so do their expectations and buying channels. Now more than ever, businesses, and their employees are expected to know more about their customers buying patterns and preferences, and improve on their digital engagement. Learn how you can bring all of the Qualtrics XM products together to make every customer interaction one that matters.
Antonia Calvo Managing Director / ACT-XM, Alasdair Johnston Research Director / ACT-XM
How organisations are leveraging Qualtrics to improve experiences
Antonia Calvo Managing Director / ACT-XM, Alasdair Johnston Research Director / ACT-XM
Practical examples of how organisations are leveraging Qualtrics XM platform to better understand, manage and improve experiences.
Dave Anderson Digital Experience Analyst & Evangelist / Contentsquare
The monster in the room: Digital experiences that eat expectations
Dave Anderson Digital Experience Analyst & Evangelist / Contentsquare
Forget the elephant in the room, let's talk about the monster in the room; digital experience. We know how essential it is to get right, and yet we aren't delivering on the promise. Why? Because it's hard. This session explores the challenges and offers you some quick wins to implement tomorrow to maximise conversions, revenue and deliver on the expectations of every user.
Francine Boyes Global Employee Experience and Organisational Development Director / Blackmores Group, Sarah Traynor Product Owner, Culture & Engagement / ANZ Bank, Steve Bennetts Head of Employee Experience, APJ Qualtrics
Rewriting the playbook for employee attraction, retention and performance
Francine Boyes Global Employee Experience and Organisational Development Director / Blackmores Group, Sarah Traynor Product Owner, Culture & Engagement / ANZ Bank, Steve Bennetts Head of Employee Experience, APJ Qualtrics
Amidst a fiercely competitive talent market with increasingly burnt out workforces, HR leaders today are at a critical juncture. Learn how other HR leaders are truly dialling in to the expectations of their employees, continuously improving every employee experience and creating clarity amid confusion to rally their teams towards success.
Lauren Huntington Employee Experience Solution Strategist, APJ / Qualtrics
From hindsight to insights - connecting metrics across the Employee Journey
Lauren Huntington Employee Experience Solution Strategist, APJ / Qualtrics
As organisations get more sophisticated with their listening strategy and frequency, there’s more data available to HR leaders than ever before. In this session, learn the next evolution in employee experience analytics where leaders in EX are moving past moment-in-time data, towards connecting diverse data to surface actionable trends and risks.
Peter Berry Managing Director / Peter Berry Consultancy
Measuring and improving leadership effectiveness to drive better business outcomes
Peter Berry Managing Director / Peter Berry Consultancy
Hogan 360 is the most robust multi-rater assessment in measuring leadership effectiveness. Learn about the proven causal link between leadership effectiveness, employee engagement and business outcomes.
Afroditi Sebastian Senior Principal, Global Head of Talent Development / Unispace, Christian Campanella HR, Communications and Sustainability Director / Pernod Ricard Winemakers, Bruce Davidson Executive Director / Davidson, Danielle Nigro Principal Consulting Psychologist / Davidson
Experience Management and insights to power transformation and optimise organisational performance.
Afroditi Sebastian Senior Principal, Global Head of Talent Development / Unispace, Christian Campanella HR, Communications and Sustainability Director / Pernod Ricard Winemakers, Bruce Davidson Executive Director / Davidson, Danielle Nigro Principal Consulting Psychologist / Davidson
This panel session highlights how experience management data can be used in diverse ways outside of traditional surveying. Exploring this through the lens of transformation, driving performance culture, understanding change readiness and assessing commitment to EVP.
Melanie Ingrey Head of Audience Insights / Nine, Jo Lumsden Lead UX Researcher / Redbubble, Eleanor O'Dwyer-Duggan Research & Brand Experience Solution Strategy APJ / Qualtrics
Speed and agility through always-on, in-house research panels
Melanie Ingrey Head of Audience Insights / Nine, Jo Lumsden Lead UX Researcher / Redbubble, Eleanor O'Dwyer-Duggan Research & Brand Experience Solution Strategy APJ / Qualtrics
With many unknowns, market, consumer and product research has never been more important to help organisations differentiate and inform winning strategies. But you can’t do that with out-of-date insights. Learn how you can build and manage an always-on research panel to get to insights faster and with greater agility.
Eleanor O'Dwyer-Duggan Research & Brand Experience Solution Strategy APJ / Qualtrics, Noctis Li Senior Solution Engineer / Qualtrics
The advanced researcher’s new toolkit
Eleanor O'Dwyer-Duggan Research & Brand Experience Solution Strategy APJ / Qualtrics, Noctis Li Senior Solution Engineer / Qualtrics
In this session, explore the latest in research technologies and tools, including how to create longitudinal views of customer preferences, the use of AI and native analytics to deliver real-time reporting, and new practical applications enabling complex product research in minutes.
Julian Smith GM Global Marketing / Rockit Apple, Mitchell Watson General Manager - Research & Insights / Canstar Blue, Ken Choi Brand Experience Solution Strategist, APJ / Qualtrics
Brand agility in a shifting consumer landscape
Julian Smith GM Global Marketing / Rockit Apple, Mitchell Watson General Manager - Research & Insights / Canstar Blue, Ken Choi Brand Experience Solution Strategist, APJ / Qualtrics
It’s never been easier for consumers to switch brands and seek novel experiences. Brands need new ways to keep up with their audience’s changing desires. Learn how leading brands keep their fingers on customers’ pulse to help accelerate brand growth.
Lisa Khatri Head of Brand, Customer and Research Experience, APJ / Qualtrics, Allison Windon Global Director of Customer, Brand and Research / Qualtrics, Alberto Asensio Principal Solution Engineer / Qualtrics
Fulfilling a CMO's true role: Integrating customer and brand experiences
Lisa Khatri Head of Brand, Customer and Research Experience, APJ / Qualtrics, Allison Windon Global Director of Customer, Brand and Research / Qualtrics, Alberto Asensio Principal Solution Engineer / Qualtrics
CMOs today often have a seat at the table when it comes to CX, with the remit to drive acquisition and retention alongside brand activities. But doing so requires having a holistic view of the customer journey beyond the brand, understanding the impact of key interactions, and knowing which moments to improve. Learn how cross-experience management (customer vs brand) can help.
Matt Prowse General Manager - Customer Experience / icare, Phil Bland Head of Public Sector Strategy, ANZ / Qualtrics, Dr Sydney Heimbrock Chief Industry Advisor, Government / Qualtrics
Creating experiences that build public and employee trust
Matt Prowse General Manager - Customer Experience / icare, Phil Bland Head of Public Sector Strategy, ANZ / Qualtrics, Dr Sydney Heimbrock Chief Industry Advisor, Government / Qualtrics
In an age of significant change, government service delivery is taking strides to meet the evolving needs of residents and communities by breaking down insights silos and listening more actively. Hear how icare partners with Qualtrics to deliver service transformation and bringing stories of customer resilience and adversity to life.
James Blakely Director of ID Support / NSW Department of Customer Service NSW, Heather Higginson CX & Insights Manager / ServiceNSW, Ben Grove Product Manager, Government Technology Platforms / Department of Customer Service NSW
Listening deeply and designing experiences through disaster and crisis
James Blakely Director of ID Support / NSW Department of Customer Service NSW, Heather Higginson CX & Insights Manager / ServiceNSW, Ben Grove Product Manager, Government Technology Platforms / Department of Customer Service NSW
See in action how Qualtrics XM has played a key role in helping government agencies and non-government organisations respond to emergencies and crisis. Learn how Qualtrics was deployed for critical recovery insights during the fire and flooding disasters in New South Wales plus how Qualtrics is providing valuable refugee and volunteer insights in Ukraine.