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Experience Matters

Building the future of business with XM


In our rapidly changing world, it's critical businesses and governments have the ability to take action on what matters to their customers, employees, and the wider market with confidence and precision.


XM Stories is a collection of ideas, lessons learnt and tips for leaders by leaders across the world, as they continue to design and improve the experiences they deliver in our “new normal”.

Session 1

How XM drives lasting business success

May 6, 2021 | 8:00 AM AEST

Session 2

How to build a single view of experience

June 10, 2021 | 8:00 AM AEST

Session 3

Designing and improving experience in a rapidly changing world

July 15, 2021 | 8:00 AM AEST

Session 4

Bringing together the power of brand and customer experience

September 27, 2021 | 8:00 AM AEST

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Experience Matters

Building the future of business with XM


Session 1

Jason Bradshaw Experience Management expert

Volkswagen Group Australia

How XM drives lasting business success

Jason Bradshaw Experience Management expert

At a time when experience matters more than ever, find out how Volkswagen Group Australia has built a culture of XM to unlock tangible business outcomes across the entire organisation - from creating new revenue streams through to improved brand awareness and employee retention. Learn how to get started on your journey and how to scale and evolve your efforts overtime for ongoing success.

May 6, 2021 | 8:00 AM AEST

Session 2

Aalishaan Zaidi Global Head of Personal Banking for Consumer, Private and Business Banking, Rosalind Ng Global Head of Client Experience and Strategic Business Enablement

Standard Chartered

How to build a single view of experience

Aalishaan Zaidi Global Head of Personal Banking for Consumer, Private and Business Banking, Rosalind Ng Global Head of Client Experience and Strategic Business Enablement

In today’s connected world, customers and employees do not view each brand engagement in isolation - and neither should you. Discover how one of the world’s leading international banks is building a single view of its customer and employee experience across multiple channels and markets.

June 10, 2021 | 8:00 AM AEST

Session 3

Casey Hotham Future of Workplace Experience

Telstra

Designing and improving experience in a rapidly changing world

Casey Hotham Future of Workplace Experience

As we move forward through the pandemic, every organisation is undergoing an experience transformation as they respond to new behaviours, expectations, and preferences among customers, employees, and the wider market. It means leaders need to figure out “what do our employees or customers WANT, right now?” And not just today, but for the next six months, the next 12 months. Telstra is a great example of a business listening and taking meaningful action on what matters to its employees to build a better way to work. This interview will profile the industry-leading work underway to highlight the investments being made in the company’s workforce, as well as position it as best practice among peers at a time they are facing similar challenges.

July 15, 2021 | 8:00 AM AEST

Session 4

Keryn McKenzie Head of Group Insights and Data Science

The Warehouse Group

Bringing together the power of brand and customer experience

Keryn McKenzie Head of Group Insights and Data Science

Recognising the intrinsic link between customer experience and brand experience, The Warehouse Group - New Zealand’s leading retail group - is taking action to ensure the experiences delivered aligned with the retailer’s brand promise to customers. By connecting the two programs the retailer is able to design and improve its end-to-end customer journey with confidence and precision to increase satisfaction and market share.

September 27, 2021 | 8:00 AM AEST