Building and Sustaining a Customer-Centric Culture

Bring Voice of the Customer to Life

American Express

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

August 29, 2019 | 11:00 AM AEDT
August 29, 2019 11:00 AM August 29, 2019 12:00 PM Australia/Sydney Qualtrics Master Session 6: 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. \n\nhttps://www.qualtrics.com/au/events/sessions-customer-experience/session-6-voice-of-customer/ Add to Calendar Aired August 29, 2019
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Create Conversations with CX

Talk Triggers

How to Craft a Customer Experience That Creates Conversations

September 5, 2019 | 11:00 AM AEDT
September 5, 2019 11:00 AM September 5, 2019 12:00 PM Australia/Sydney Qualtrics Master Session 7: 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.\n\nhttps://www.qualtrics.com/au/events/sessions-customer-experience/session-7-customer-experience-conversion/ Add to Calendar Aired September 5, 2019
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4 Essentials of Effortless CX

The Effortless Experience

4 Essentials of Effortless CX

September 12, 2019 | 11:00 AM AEDT
September 12, 2019 11:00 AM September 12, 2019 12:00 PM Australia/Sydney Qualtrics Master Session 8: 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.\n\nhttps://www.qualtrics.com/au/events/sessions-customer-experience/session-8-effortless-cx-essentials/ Add to Calendar Aired September 12, 2019
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Measurement Toward Transformation

New Deloitte

Trust - Measurement Toward Transformation

September 19, 2019 | 11:00 AM AEDT
September 19, 2019 11:00 AM September 19, 2019 12:00 PM Australia/Sydney Qualtrics Master Session 9: 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. \n\nhttps://www.qualtrics.com/au/events/sessions-customer-experience/session-9-trust-measurement-toward-transformation/ Add to Calendar Aired September 19, 2019
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(Kick)Starting a CX Program

Qualtrics XM Institute

(Kick)Starting a CX Program

July 25, 2019 | 11:00 AM AEDT
July 25, 2019 11:00 AM July 25, 2019 12:00 PM Australia/Sydney Qualtrics Master Session 1: (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.\n\nhttps://www.qualtrics.com/au/events/sessions-customer-experience/session-1-kickstart-cx-program/ Add to Calendar Aired July 25, 2019
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6 Competencies of a Successful CX Program

Qualtrics XM Institute

6 Competencies of a Successful CX Program

August 1, 2019 | 11:00 AM AEDT
August 1, 2019 11:00 AM August 1, 2019 12:00 PM Australia/Sydney Qualtrics Master Session 2: 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.\n\nhttps://www.qualtrics.com/au/events/sessions-customer-experience/session-2-cx-program-competencies/ Add to Calendar Aired August 1, 2019
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How to Customize Customers' Experiences

The Experience Economy

How to Customize Customers' Experiences

August 8, 2019 | 11:00 AM AEDT
August 8, 2019 11:00 AM August 8, 2019 12:00 PM Australia/Sydney Qualtrics Master Session 3: 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.\n\nhttps://www.qualtrics.com/au/events/sessions-customer-experience/session-3-customize-customer-experiences/ Add to Calendar Aired August 8, 2019
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How to Evolve Your CX Program

Qualtrics XM Institute

Evolving Your CX Program through the Maturity Model

August 15, 2019 | 11:00 AM AEDT
August 15, 2019 11:00 AM August 15, 2019 12:00 PM Australia/Sydney Qualtrics Master Session 4: 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.\n\nhttps://www.qualtrics.com/au/events/sessions-customer-experience/session-4-cx-program-evolution/ Add to Calendar Aired August 15, 2019
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