XM Live QLD
Delivering Authentic Human Experiences
November 17, 2022 / 3:00 pm AESTLocation: The Sebel Brisbane
Cnr Albert and, Charlotte St, Brisbane City QLD 4000
Please note registrations are no longer open for this event
It’s more important than ever to centre human experiences in the way we run our organisations.
How can leaders stay ahead of the curve to deliver the world-class experiences their customers and employees are expecting?
Join our Experience Management experts, along with Virgin Australia, Department of Transport and Main Roads and Department of Customer Service NSW on Thursday, 17 November 2022 to discover how they are taking action to design and improve the experiences in a world that’s changed forever.
Topics we will cover include:
- How are organisations delivering authentic human experiences in a digital world
- How employee experiences are driving customer outcomes
- What’s the future of experience management looks like and how to get started
- Best practices, tips, and guidance from leading Australian brands and XM practitioners
- Great networking and learning opportunities
|3:00pm||Arrival & Registration|
|3:05pm||Welcome & Delivering Authentic Human Experiences: Michael Heitz, Managing Director, ANZ Qualtrics|
|3:10pm||Customer Spotlight - Virgin Australia: Virgin Australia’s journey to customer centricity|
|3:25pm||Customer Spotlight - TMR: Actioning data insights to enhance the citizen and staff experience|
|3:40pm||Customer Spotlight - DCS NSW: Supporting large scale cyber incidents|
|3:55pm||The Future of XM: Dr. Cecelia Herbert, Principal Catalyst, Qualtrics XM Institute|
General Manager Customer Strategy & Insights, Virgin Australia
Ali Dunn is the GM Customer Strategy & Insights at Virgin Australia and is responsible for designing Virgin’s customer value proposition (across product and customer experience) and leading customer insights. Ali comes from a background in management consulting most recently as an Associate Partner at McKinsey where she worked across services industries on growth and transformation topics.
Manager Customer Insights, Velocity Frequent Flyer
Nick Hill is a Customer Insights Manager at Velocity Frequent Flyer and Virgin Australia, responsible for delivering Customer Insights across the group. Nick comes from an analytical insights background spanning Airline, Retail and FMCG.
Dr. Cecelia Herbert
Principal Catalyst, Qualtrics XM Institute
Cecelia is a Doctor of Organisational Psychology with over 20 years of experience as a practitioner, academic, and consultant. She joined Qualtrics in 2019 to establish and lead XM Scientist Advisory Services in the Asia Pacific region, partnering with organisations across the globe to design, mature, and grow their experience management programs.
Dr. Shellee Franssen
Principal Advisor, Customer Research Delivery, Department of Transport and Main Roads
Dr. Shellee Franssen has a PhD in Applied Psychology, and extensive expertise in forensic interviewing with vulnerable people. She has spent the last 15-years of her career in both state and federal government research and policy roles and has led complex, and diverse community focused teams and projects. As a Principal Research Advisor in the Department of Transport and Main Road’s (TMR) Policy, Planning and Investment Division, Dr Franssen manages TMR’s digital, online customer community, Transport Talk. An Australian Business Award for Excellence in Customer Experience Innovation winner, and Australian Service Excellence Award Project of the Year – Innovation category finalist, Transport Talk utilises the Qualtrics platform to directly engage with TMR’s customers, bringing together a 5000+ members strong community. With representation from the whole of Queensland, through online surveys and discussion groups, the community regularly shares their thoughts, ideas and insights on transport related topics that help shape the direction of Queensland's transport future.
Director of ID Support NSW, Department of Customer Service NSW
James Blakely is the Director of ID Support NSW, a newly established business unit in the Department of Customer Service. Before ID Support NSW, he was a Program Manager in Service NSW for approximately seven years – during this time his focus was on introducing new customer centric transactions with a 'government made easy' and ‘tell us once’ approach. Over the past three years, he has supported the NSW Government response to several large scale cyber incidents in particular the Service NSW Cyber Attack of March 2020 and the Accellion FTA attack of December 2020 which affected NSW Health and Transport for NSW.