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The 2021 Consumer Trends Study: ANZ

What’s driving consumer behaviours across Australia & New Zealand?

Want to know how your customer experience will stand up against post-pandemic beliefs and preferences? Join our live online event to discover the attitudes shaping consumer behaviour through 2021.

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.


  • The consequences of good and bad CX in 2021
  • Your customers’ new interaction & channel preferences
  • Whether habits formed during the pandemic will stick
  • Predictions for the post-pandemic consumer landscape

We’ll be running a live Q&A, so you’ll also get the chance to put those burning questions to Bruce on the day.

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Picture of Bruce Temkin

Bruce Temkin

Head of XM Institute, Qualtrics XM Institute

Bruce Temkin leads the Qualtrics XM Institute and is widely viewed as an experience management (XM) visionary. He has helped executives across many of the world’s leading brands dramatically improve business results by engaging the hearts and minds of their employees, customers, and partners. Given his work in establishing the discipline of CX, Bruce is often referred to as the “Godfather of Customer Experience.” He co-founded and was the initial chair of the Customer Experience Professionals Association.

Picture of Adam Marks

Adam Marks

Head of Customer Experience Solutions & Strategy, Australia & New Zealand, Qualtrics

Adam is the Head of Customer Experience Strategy at Qualtrics in Australia and New Zealand. Adam has spent over a decade advising clients across industries on building best practice Customer Experience (CX) transformations.

Adam has an extensive understanding of all aspects of CX, from strategy, user experience, design through to operationalising a program, having worked as a Management Consulting in EYs Performance improvement, Strategy and Customer Advisory Division, and across numerous industry roles including Westfield Shopping Centres.

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