VIC XM Live
Delivering Authentic Human Experiences
December 7, 2022 / 9:00 am AEDTLocation: Stamford Plaza Melbourne
111 Little Collins St, Melbourne VIC 3000
Please note registrations are no longer open for this session
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 AustralianSuper, Australian Broadcasting Corporation (ABC) and our Experience Management experts on Wednesday, 7 December 2022 to discover how they are taking action to design and improve the experiences in a world that’s changed forever. Through a collection of engaging and practical examples you’ll learn what it takes today to stay ahead of rapidly changing expectations and create an experience-centric culture in your organisation.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
|9:00am||Arrival, registration, networking breakfast, coffee & tea|
|9:45am||Welcome & Delivering Authentic Human Experiences: Mark Allison, Head of ANZ Qualtrics|
|9:50am||Customer Spotlight - Australian Super|
|10:05am||Customer Spotlight - ABC (Australian Broadcasting Corporation)|
|10:20am||Customer Spotlight - Department of Customer Service NSW|
|10:35am||The Future of XM: Dr. Cecelia Herbert, Principal Catalyst, Qualtrics XM Institute|
|11:25am||Networking coffee, tea and nibbles|
Voice of the Customer Lead, AustralianSuper
Marcin leads engagement in AustralianSuper’s VoC program. He puts member CX and their best possible retirement outcomes first to deliver business and member benefits.
Chief People Officer, ABC
Dharma was appointed to the role of Chief People Officer at the ABC in October 2021. He has a broad range of experience in senior human resources, strategy, legal and corporate communications roles as a consultant, corporate executive and non-executive director across Australia, Asia and the Middle East.
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. A former Employee Engagement leader at Google, she joined Qualtrics in 2019 to establish and lead XM Science Advisory Services in the Asia Pacific region, partnering with organisations across the globe to design, mature, and grow their experience management programs. Throughout her career, Cecelia has focused on developing evidence-based solutions that drive systemic organisational transformation and deliver equitable outcomes for everyone. At XM Institute, Cecelia is building a thriving community of Experience Management Professionals, who are empowered and inspired to radically improve human experiences.
Operations Lead - VoC, AustralianSuper
Amelia is an insights and experience management professional with a focus on the technical implementation of enterprise Voice of Customer programs. Her current focus is on automated sentiment analysis and designing closed loop feedback systems to drive down churn.
Voice of the Customer, AustralianSuper
Jo is an experienced customer strategy leader with a passion for using data and insight to improve customer experiences. Her current focus is on leading and uplifting AustralianSuper’s Voice of Customer program.