Season 2 Begins July 25, 2019

Customer Experience:
From Theory to Practice

Gain a unique perspective on CX thought leadership. Hear real-life examples from brands that have cracked the code, along with practical tips that can be used to improve any CX program. Register today for this exclusive opportunity to learn from customer experience masters.

Session 1

(Kick)Starting a CX Program

July 25, 2019 | 11:00 AM AEST
Aired July 25, 2019
Watch Now

Session 2

6 Competencies of a Successful CX Program

August 1, 2019 | 11:00 AM AEST
Aired August 1, 2019
Watch Now

Session 3

How to Customize Customers' Experiences

August 8, 2019 | 11:00 AM AEST
Aired August 8, 2019
Watch Now

Session 4

Evolving Your CX Program through the Maturity Model

August 15, 2019 | 11:00 AM AEST
Aired August 15, 2019
Watch Now

Session 5

Building and Sustaining a Customer-Centric Culture

August 22, 2019 | 11:00 AM AEST
Aired August 22, 2019
Watch Now

Session 6

Bring Voice of the Customer to Life with a Customer-Centric Culture

August 29, 2019 | 11:00 AM AEST
Aired August 29, 2019
Watch Now

Session 7

How to Craft a Customer Experience That Creates Conversations

September 5, 2019 | 11:00 AM AEST
Aired September 5, 2019
Watch Now

Session 8

4 Essentials of Effortless CX

September 12, 2019 | 11:00 AM AEST
Aired September 12, 2019
Watch Now

New Session 9

Trust - Measurement Toward Transformation

September 19, 2019 | 11:00 AM AEST
Aired September 19, 2019
Watch Now

Register for access

Register once and get access to all sessions as they become available.

Thanks for Registering!

Season 2Customer Experience:
From Theory to Practice

Learn how to launch a CX program that’ll take your business from ‘Meh’ to ‘WOW!”


Session 1

(Kick)Starting a CX Program

Qualtrics XM Institute

(Kick)Starting a CX Program

Implementing a great CX program takes careful planning and intentional design. Join Bruce Temkin as he teaches how to build a robust CX program, explores the trends that prove how important CX has become, and shares 3 recommendations for getting your CX program on the right track.

July 25, 2019 | 11:00 AM AEST
Aired July 25, 2019
Watch Now

Session 2

6 Competencies of a Successful CX Program

Qualtrics XM Institute

6 Competencies of a Successful CX Program

Great customer experiences are carefully designed, not accidental. Join Sr. Principal Analyst Aimee Lucas to find out the competencies and actions needed to design and deliver world-class customer experiences. From program leadership and activating the organisation to the tools you need to build your skills, you’ll have everything you need to develop a CX program that delivers unmistakable value.

August 1, 2019 | 11:00 AM AEST
Aired August 1, 2019
Watch Now

Session 3

How to Customize Customers' Experiences

The Experience Economy

How to Customize Customers' Experiences

A great product is no longer enough; companies that succeed do so by engaging each customer in an inherently personal way. Discover a creative, highly original, and yet eminently practical strategy for companies to script and stage the experiences that will transform the value of what they produce.

August 8, 2019 | 11:00 AM AEST
Aired August 8, 2019
Watch Now

Session 4

How to Evolve Your CX Program

Qualtrics XM Institute

Evolving Your CX Program through the Maturity Model

The world’s CX leaders all have one thing in common: they’ve mastered 6 Experience Management (XM) competencies. Discover the XM Institute’s CX Maturity Model and learn how to identify your CX program’s place in it, and what you’ll need to master in order to take your program to the next level.

August 15, 2019 | 11:00 AM AEST
Aired August 15, 2019
Watch Now

Session 5

Building and Sustaining a Customer-Centric Culture

Qualtrics XM Institute

Building and Sustaining a Customer-Centric Culture

A customer-centric culture is a vital ingredient in any successful CX program. Discover the 5 keys to getting your whole organisation rowing in the same direction, and learn how each key can impact your program’s success — along with techniques to help you start your transformation immediately.

August 22, 2019 | 11:00 AM AEST
Aired August 22, 2019
Watch Now

Session 6

Bring Voice of the Customer to Life

American Express

Bring Voice of the Customer to Life with a Customer-Centric Culture

American Express is known for its superior customer service — this didn't happen by accident. To be truly customer-centric you need to empower people at all levels of your organisation to listen to the customer and act on insights. Find out how American Express built a world-class customer culture by using a broad spectrum of approaches from empowering employees to capturing and acting on customer insights.

August 29, 2019 | 11:00 AM AEST
Aired August 29, 2019
Watch Now

Session 7

Create Conversations with CX

Talk Triggers

How to Craft a Customer Experience That Creates Conversations

The best way to grow ANY business is for your customers to grow it for you. In this fast and funny session, join New York Times bestselling author, Jay Baer, as he shares a concrete system for using CX to turn customers into your most powerful growth opportunity.

September 5, 2019 | 11:00 AM AEST
Aired September 5, 2019
Watch Now

Session 8

4 Essentials of Effortless CX

The Effortless Experience

4 Essentials of Effortless CX

While many companies focus their efforts on finding ‘wow moments’, true customer loyalty comes from delivering effortless experiences. Discover how the 4 key pillars of effortless CX will help you predict repeat sales, increase share of wallet, and drive positive word-of-mouth.

September 12, 2019 | 11:00 AM AEST
Aired September 12, 2019
Watch Now

New Session 9

Measurement Toward Transformation

Deloitte

Trust - Measurement Toward Transformation

We are firmly in the experience era, and trust is the new currency. Trust is one of the most powerful transformers of all time, it breeds loyalty, collaboration, action, efficiencies, and profit. More than pure sentiment, it can be measured and influenced through a customised, yet repeatable approach that can transform your organisation, ensuring relevance, adaptability and viability in the future. The measurement rules are changing, technology and human preference is dictating a new way of thinking that empowers employees and their customers to solve problems, co-create, and influence future business transformations.

September 19, 2019 | 11:00 AM AEST
Aired September 19, 2019
Watch Now