THURSDAY, 18 MAY 2023
8AM / ICC SYDNEY / Sydney, Australia
Practical knowledge.
Inspirational experiences.
Real-world innovation.
X4 on Tour is an unforgettable event experience dedicated to helping organisations use Experience Management to keep customers and employees (and keep them happy!), drive down operating costs, and deliver experience breakthroughs.
Here’s what to look forward to:
- A bucket-list-worthy lineup of mainstage speakers will break down pivotal career and life moments, sharing how new insights compelled them to take action to create change
- Leading brands will share the ways they’ve been able to drive growth and operational excellence using Experience Management
- Building authentic connections with some of the most accomplished people in your field
- Returning home with the inspiration to help grow and transform your organisation and a practical roadmap to go do it
Agenda
Thursday // 18
8:00am
Registration, breakfast & coffee
@ The ICC Sydney
9:00am
Mainstage keynotes in the Darling Theatre
12:00pm
Lunch & networking
1:30pm
Breakout & Masterclasses on level 4
4:00pm
Mainstage keynotes in the Darling Theatre
5:00pm
Networking
5:30pm
Event close
Speakers
more to be announced
AMANDA
BOURKE_
XERO /
General Manager Customer & Market Insights
DEVYANI
HANDA_
Woolworths Group /
Listening Engagement Manager
NATHAN
WOLYNIEC_
BHP /
Principal Organisational Development & Analytics
ANGELINE
LEE
Airtasker /
Vice President - Brand
DR. JARRAD
DUNNING
Bankwest /
Head of Market Insights
JO
PIZZEY_
AustralianSuper /
Senior Manager, Voice of Customer
BRUCE
TEMKIN_
Qualtrics XM Institute /
Head of Qualtrics XM Institute
BRIGID
ARCHIBALD_
Qualtrics /
Managing Director, APJ
BRAD
ANDERSON_
Qualtrics /
President, Products and Engineering
VICKY
KATSABARIS_
Qualtrics /
Director of XM Solutions
CECELIA
HERBERT_
Qualtrics XM Institute /
Principal Catalyst
STEVE
BENNETTS_
Qualtrics /
Head of EX Growth and Strategy
LISA
KHATRI_
Qualtrics /
Head of CX Growth and Strategy
more to be
announced
Breakouts
Learn from some of the world’s best CX leaders
Join customer experience leaders at the world’s most successful companies and dive deep into the tools, the technology, and techniques that are helping them get closer than ever to their customers. From tracking and optimizing every customer journey, tapping into mountains of unstructured data to uncover new insights, and taking the right actions to close experience gaps and keep customers happy, you’ll learn first hand how they’re delivering experience customers will not only pay for, but will stay for too.
Learn from some of the world’s best HR leaders
Join the world’s top HR leaders to uncover how they’re using the power of human connection to drive engagement, reduce attrition, and deliver better experiences to their employees. Hear first hand how they’ve evolved their employee listening to launch true XM programs to make the most of behavioral, operational, and experience data to get ahead of what their people need, and enable managers throughout the business to take action to create an unbreakable bond between their companies and their people.
Learn from some of the world’s best brand, research and insights leaders
Join brand, research and insights leaders from around the world to dive deep into the tools, technologies, and techniques that are helping them drive their companies forward. You’ll hear from some of the biggest names in market research and learn how some of the world’s most successful brands are using research and insights to reduce their costs, give them a competitive advantage, and enable teams across the business to get closer to the people they serve.
Learn from the public sector innovators transforming their organisations with XM
See how leading public sector organizations are using XM to improve access to public services, deliver better value to the public, and retain the best talent. You’ll hear first hand how XM is being used to change communities, using real-time feedback to improve services, and develop new, innovative ways for people to engage with the organisations that serve them. With sessions from leaders around the world, this is your
opportunity to get practical tips and guidance from the leaders who are setting a new bar for employee and customer experience in the public sector.
Customer and Employee Experience Journey Mapping
It can sometimes feel as though your customers and employees are on completely separate journeys. One experiencing your brand from the outside, the other from the inside. But when your employees are disconnected from the people they’re serving, how can they deliver exceptional experiences? And when you don’t think about what your employees are going through, how can customer-centricity be more than a buzzword?
Organisations can’t afford to lose sight of the interconnectedness of their employees and customers. Especially with more employees suffering burnout and looking to quit, and consumers able to switch brands in seconds after a poor experience.
In this masterclass, we’ll explore how you build meaningful links between employees and customers using journey mapping. And you’ll leave with a way forward to building a culture that enables employees to deliver incredible customer experiences (and want to stick around a long time to do it).
- Building employee and customer user personas
- Creating employee and customer journey maps
- Identifying the moments that matter and intersection points
- Using journey mapping to design new experiences
- Showing the ROI of connecting employees and customers
- Using design thinking principles to influence both revenue and cost to serve
Limited spots available
Why you should attend
International and local speakers
Innovators, industry leaders and big name brands will take the stage to share inspiring stories of how they grew their businesses by creating exceptional experiences in the market. It’s a chance to peel back the curtain, and uncover the key moments that fuelled their successes––from how they create long-lasting connections with core audiences, to how they take on their biggest challenges––you’ll leave overflowing with ideas and inspiration you can apply to the teams you lead, and even your own career.
Practitioner-led breakout tracks
Learn from the best of the best with over 20+ case studies from the world’s most loved brands. Get inspiration, tips, and practical advice from the companies delivering breakthrough business results with Experience Management. With a full program of customer stories for every track, you can go deep with the companies at the forefront of XM to hear how they’re not only making their businesses more human with deeper, more impactful connections, but also how they are driving down costs and operating more efficiently than ever.
Connect with 1000+ XM leaders
Share stories, ideas, and get support from one of the largest XM communities. This is your network to lean on, learn from, and be inspired by as you make your moves to re-tool your organisation for experiences that drive growth in 2023 and beyond. We’ve even set up networking lounges, customer showcases, product demonstrations and workspaces!
Expert help
and advice
Develop and grow your XM programs with one-to-one sessions and tailored recommendations from our experts. Bring your questions and log-ins, and our team will open up your program, analyse your XM initiatives, and uncover areas of opportunity.
Dream Team
The Dream Team is back! Feel like a sugary treat or perhaps you have a request to make your event experience amazing. Our Dream Team are ready to go.
FAQs
Why I should attend X4 on Tour 2023?
X4 on Tour is an unforgettable event experience dedicated to helping you and your organisation use Experience Management to keep customers and employees (and keep them happy!), drive down operating costs, and deliver experience breakthroughs. Here’s what to look forward to:
- A bucket-list-worthy lineup of mainstage speakers will break down pivotal career and life moments, sharing how new insights compelled them to take action to create change
- Leading brands will share the ways they’ve been able to drive growth and operational excellence using Experience Management
- Building authentic connections with some of the most accomplished people in your field
- Returning home with the inspiration to help grow and transform your organization and a practical roadmap to go do it
What is Qualtrics?
Qualtrics, the leader and creator of the experience management category, is a cloud-native software provider that helps organizations quickly identify and resolve points of friction across all digital and human touchpoints in their business – so they can retain their best customers and employees, protect their revenue, and drive profitability. More than 18,750 organizations around the world use Qualtrics’ advanced AI to listen, understand, and take action. Qualtrics uses its vast universe of experience data to form the largest database of human sentiment in the world. Qualtrics is co-headquartered in Provo, Utah and Seattle, and operates out of 28 offices globally. To learn more, please visit qualtrics.com.
Who will be attending?
Experience management professionals and practitioners including leaders and executives across Customer Experience, Marketing, HR, Brand, Research & Insights.
Where is the conference?
It will be located at the International Convention Centre Sydney (ICC Sydney). The address is 14 Darling Drive, Sydney, NSW 2000, Australia.
The best way to enter is the entry opposite the Sofitel Hotel.
How do I get to the venue?
Located in the heart of Darling Harbour, ICC Sydney is easily accessible by public transport, including light rail, ferry and train and is only a 10 minute walk from Central and Town Hall train stations. Secure car parking is available and conveniently located within the Darling Harbour precinct.
By Ferry
Cruise into Darling Harbour on a ferry with direct services from Circular Quay, King Street Wharf or Pyrmont Bay Wharf.
By Sydney Light Rail
The Light Rail travels right through a number of Darling Harbour stations including ICC Sydney’s stops, Convention Centre and Exhibition Centre. The Light Rail starts at Central Station in the CBD and travels to Dulwich Hill in the inner west.
By Train
A short walk from Central or Town Hall will take you directly to Darling Quarter, Tumbalong Park and Sydney Visitor Centre. Town Hall and Central Stations are a 10-minute walk from ICC Sydney.
By Bus
ICC Sydney has its own bus stop. Bus routes 389 and 501 stop at Harris Street near Allen Street – a 10-minute walk from ICC Sydney.
By Taxi
The best taxi drop off and pick up locations include the new Iron Wharf Place next to Harbourside Shopping Centre and Zollner Circuit on the Southern end of ICC Sydney Theatre, both accessed via Darling Drive.
By Car
ICC Sydney has two car park facilities located within the Exhibition Centre and ICC Sydney Theatre, comprising a total of 826 car spaces. Additionally, there are secure car parks located in and around Darling Harbour, including Wilson Harbourside Car Park and Wilson Darling Square Car Park. Parking fees are not covered by Qualtrics.
Is there parking available at the venue?
ICC Sydney operates two 24 hour car parking stations with a total of 826 parking spaces including 11 disabled parking bays, 25 motorcycle parking spaces, 50 bicycle racks and 20 electric car charge spaces.
https://www.iccsydney.com.au/Getting-to-ICC-Sydney#parking-information
When should I arrive for the event?
Registration check-in for the event begins from 8:00am on the 31st of May 2019. Breakfast will be available from 8:00am including fresh barista coffee.
The main stage keynotes will commence from 9am.
Who should I contact if I have special dietary requirements?
Please specify that you have special dietary requirements in the pre-event survey we send in lead up to the event.
What is the recommended attire for the conference?
The recommended attire for X4 on Tour is business casual.
What if I still have unanswered questions about Qualtrics X4 on Tour?
Reach out to x4-on-tour-apj@qualtrics.com for additional questions, suggestions, and anything else that will blow your mind.
I need documentation / business case on why I should attend X4. Can you help with this?
Yes! You can download and personalise our X4 2023 Letters to the Boss to make your business case.
Agenda
Thursday // 18
8:00am
Registration, breakfast & coffee
@ The ICC Sydney
9:00am
Mainstage keynotes in the Darling Theatre
12:00pm
Lunch & networking
1:30pm
Breakout & Masterclasses on level 4
4:00pm
Mainstage keynotes in the Darling Theatre
5:00pm
Networking
5:30pm
Event close
Speakers
more to be announced
AMANDA
BOURKE_
XERO / General Manager Customer & Market Insights
DEVYANI
HANDA_
Woolworths Group / Listening Engagement Manager
NATHAN
WOLYNIEC_
BHP / Principal Organisational Development & Analytics
ANGELINE
LEE
Airtasker / Vice President - Brand
DR. JARRAD
DUNNING
Bankwest / Head of Market Insights
JO
PIZZEY_
AustralianSuper / Senior Manager, Voice of Customer
BRUCE
TEMKIN_
Qualtrics XM Institute / Head of Qualtrics XM Institute
BRIGID
ARCHIBALD_
Qualtrics / Managing Director, APJ
BRAD
ANDERSON_
Qualtrics / President, Products and Engineering
VICKY
KATSABARIS_
Qualtrics / Director of XM Solutions
CECELIA
HERBERT_
Qualtrics XM Institute / Principal Catalyst
STEVE
BENNETTS_
Qualtrics / Head of EX Growth and Strategy
LISA
KHATRI_
Qualtrics / Head of CX Growth and Strategy
announced
Breakouts
Learn from some of the world’s best CX leaders
Join customer experience leaders at the world’s most successful companies and dive deep into the tools, the technology, and techniques that are helping them get closer than ever to their customers. From tracking and optimizing every customer journey, tapping into mountains of unstructured data to uncover new insights, and taking the right actions to close experience gaps and keep customers happy, you’ll learn first hand how they’re delivering experience customers will not only pay for, but will stay for too.
Learn from some of the world’s best HR leaders
Join the world’s top HR leaders to uncover how they’re using the power of human connection to drive engagement, reduce attrition, and deliver better experiences to their employees. Hear first hand how they’ve evolved their employee listening to launch true XM programs to make the most of behavioral, operational, and experience data to get ahead of what their people need, and enable managers throughout the business to take action to create an unbreakable bond between their companies and their people.
Learn from some of the world’s best brand, research and insights leaders
Join brand, research and insights leaders from around the world to dive deep into the tools, technologies, and techniques that are helping them drive their companies forward. You’ll hear from some of the biggest names in market research and learn how some of the world’s most successful brands are using research and insights to reduce their costs, give them a competitive advantage, and enable teams across the business to get closer to the people they serve.
Learn from the public sector innovators transforming their organisations with XM
See how leading public sector organizations are using XM to improve access to public services, deliver better value to the public, and retain the best talent. You’ll hear first hand how XM is being used to change communities, using real-time feedback to improve services, and develop new, innovative ways for people to engage with the organisations that serve them. With sessions from leaders around the world, this is your opportunity to get practical tips and guidance from the leaders who are setting a new bar for employee and customer experience in the public sector.
Customer and Employee Experience Journey Mapping
It can sometimes feel as though your customers and employees are on completely separate journeys. One experiencing your brand from the outside, the other from the inside. But when your employees are disconnected from the people they’re serving, how can they deliver exceptional experiences? And when you don’t think about what your employees are going through, how can customer-centricity be more than a buzzword?
Organisations can’t afford to lose sight of the interconnectedness of their employees and customers. Especially with more employees suffering burnout and looking to quit, and consumers able to switch brands in seconds after a poor experience.
In this masterclass, we’ll explore how you build meaningful links between employees and customers using journey mapping. And you’ll leave with a way forward to building a culture that enables employees to deliver incredible customer experiences (and want to stick around a long time to do it).
- Building employee and customer user personas
- Creating employee and customer journey maps
- Identifying the moments that matter and intersection points
- Using journey mapping to design new experiences
- Showing the ROI of connecting employees and customers
- Using design thinking principles to influence both revenue and cost to serve
Limited spots available
Why you should attend
International and local speakers
Innovators, industry leaders and big name brands will take the stage to share inspiring stories of how they grew their businesses by creating exceptional experiences in the market. It’s a chance to peel back the curtain, and uncover the key moments that fuelled their successes––from how they create long-lasting connections with core audiences, to how they take on their biggest challenges––you’ll leave overflowing with ideas and inspiration you can apply to the teams you lead, and even your own career.
Practitioner-led breakout tracks
Learn from the best of the best with over 20+ case studies from the world’s most loved brands. Get inspiration, tips, and practical advice from the companies delivering breakthrough business results with Experience Management. With a full program of customer stories for every track, you can go deep with the companies at the forefront of XM to hear how they’re not only making their businesses more human with deeper, more impactful connections, but also how they are driving down costs and operating more efficiently than ever.
Connect with 1000+ XM leaders
Share stories, ideas, and get support from one of the largest XM communities. This is your network to lean on, learn from, and be inspired by as you make your moves to re-tool your organisation for experiences that drive growth in 2023 and beyond. We’ve even set up networking lounges, customer showcases, product demonstrations and workspaces!
Expert help
and advice
Develop and grow your XM programs with one-to-one sessions and tailored recommendations from our experts. Bring your questions and log-ins, and our team will open up your program, analyse your XM initiatives, and uncover areas of opportunity.
Dream Team
The Dream Team is back! Feel like a sugary treat or perhaps you have a request to make your event experience amazing. Our Dream Team are ready to go.
FAQs
Why I should attend X4 on Tour 2023?
X4 on Tour is an unforgettable event experience dedicated to helping you and your organisation use Experience Management to keep customers and employees (and keep them happy!), drive down operating costs, and deliver experience breakthroughs. Here’s what to look forward to:
- A bucket-list-worthy lineup of mainstage speakers will break down pivotal career and life moments, sharing how new insights compelled them to take action to create change
- Leading brands will share the ways they’ve been able to drive growth and operational excellence using Experience Management
- Building authentic connections with some of the most accomplished people in your field
- Returning home with the inspiration to help grow and transform your organization and a practical roadmap to go do it
What is Qualtrics?
Qualtrics, the leader and creator of the experience management category, is a cloud-native software provider that helps organizations quickly identify and resolve points of friction across all digital and human touchpoints in their business – so they can retain their best customers and employees, protect their revenue, and drive profitability. More than 18,750 organizations around the world use Qualtrics’ advanced AI to listen, understand, and take action. Qualtrics uses its vast universe of experience data to form the largest database of human sentiment in the world. Qualtrics is co-headquartered in Provo, Utah and Seattle, and operates out of 28 offices globally. To learn more, please visit qualtrics.com.
Who will be attending?
Experience management professionals and practitioners including leaders and executives across Customer Experience, Marketing, HR, Brand, Research & Insights.
Where is the conference?
It will be located at the International Convention Centre Sydney (ICC Sydney). The address is 14 Darling Drive, Sydney, NSW 2000, Australia.
The best way to enter is the entry opposite the Sofitel Hotel.
How do I get to the venue?
Located in the heart of Darling Harbour, ICC Sydney is easily accessible by public transport, including light rail, ferry and train and is only a 10 minute walk from Central and Town Hall train stations. Secure car parking is available and conveniently located within the Darling Harbour precinct.
By Ferry
Cruise into Darling Harbour on a ferry with direct services from Circular Quay, King Street Wharf or Pyrmont Bay Wharf.
By Sydney Light Rail
The Light Rail travels right through a number of Darling Harbour stations including ICC Sydney’s stops, Convention Centre and Exhibition Centre. The Light Rail starts at Central Station in the CBD and travels to Dulwich Hill in the inner west.
By Train
A short walk from Central or Town Hall will take you directly to Darling Quarter, Tumbalong Park and Sydney Visitor Centre. Town Hall and Central Stations are a 10-minute walk from ICC Sydney.
By Bus
ICC Sydney has its own bus stop. Bus routes 389 and 501 stop at Harris Street near Allen Street – a 10-minute walk from ICC Sydney.
By Taxi
The best taxi drop off and pick up locations include the new Iron Wharf Place next to Harbourside Shopping Centre and Zollner Circuit on the Southern end of ICC Sydney Theatre, both accessed via Darling Drive.
By Car
ICC Sydney has two car park facilities located within the Exhibition Centre and ICC Sydney Theatre, comprising a total of 826 car spaces. Additionally, there are secure car parks located in and around Darling Harbour, including Wilson Harbourside Car Park and Wilson Darling Square Car Park. Parking fees are not covered by Qualtrics.
Is there parking available at the venue?
ICC Sydney operates two 24 hour car parking stations with a total of 826 parking spaces including 11 disabled parking bays, 25 motorcycle parking spaces, 50 bicycle racks and 20 electric car charge spaces.
https://www.iccsydney.com.au/Getting-to-ICC-Sydney#parking-informationWhen should I arrive for the event?
Registration check-in for the event begins from 8:00am on the 31st of May 2019. Breakfast will be available from 8:00am including fresh barista coffee.
The main stage keynotes will commence from 9am.
Who should I contact if I have special dietary requirements?
Please specify that you have special dietary requirements in the pre-event survey we send in lead up to the event.
What is the recommended attire for the conference?
The recommended attire for X4 on Tour is business casual.
What if I still have unanswered questions about Qualtrics X4 on Tour?
Reach out to x4-on-tour-apj@qualtrics.com for additional questions, suggestions, and anything else that will blow your mind.
I need documentation / business case on why I should attend X4. Can you help with this?
Yes! You can download and personalise our X4 2023 Letters to the Boss to make your business case.
By registering for this event you agree to allow Qualtrics with it’s related Event Partners, to share and process your personal data for purposes of follow-up with regard to the content of this event, in accordance with our Privacy Statement and Event Terms and Conditions.