Thriving during uncertainty: Agility and Empathy

[Customer Experience] Xero

Xero: Winning the hearts of 3.5 million customers

November 17, 2022 | 8:00 AM AEDT
November 17, 2022 8:00 AM November 17, 2022 9:00 AM Australia/Sydney Qualtrics Master Session 7: Xero: Winning the hearts of 3.5 million customers For a brand that’s loved by its 3.5 million customers, how does one build the case for CX transformation? Learn how Xero connected customer advocacy with the commercials to gain executive engagement and instigate CX transformation. And how they’re looking to use NPS drivers combined with operational and brand insights to orientate decision-making and product roadmaps.\n\nhttps://www.qualtrics.com/au/x4-on-tour/session-7/ Add to Calendar Watch Now

[Customer Experience] Kantar / AustralianSuper / ebay / Xero

Panel: Proving the impact of CX

November 17, 2022 | 8:00 AM AEDT
November 17, 2022 8:00 AM November 17, 2022 9:00 AM Australia/Sydney Qualtrics Master Session 8: Panel: Proving the impact of CX When it comes to getting CX program buy-in, the biggest question to answer is often: What’s the business impact? Join Kantar’s Head of CX Maree Taylor together with experts from Xero, ebay, and AustralianSuper to explore the challenges of driving internal momentum and how to navigate the disconnect between Customer Outcomes and Business Outcomes. They will share insights and actions to address today’s turbulent environment and offer advice on how to prove the impact of CX to the Board. \n\nhttps://www.qualtrics.com/au/x4-on-tour/session-8/ Add to Calendar Watch Now

[Customer Experience] ebay

Asking less, learning more: Listening deeply at eBay

November 17, 2022 | 8:00 AM AEDT
November 17, 2022 8:00 AM November 17, 2022 9:00 AM Australia/Sydney Qualtrics Master Session 9: Asking less, learning more: Listening deeply at eBay Hear how eBay is maturing their Voice of Customer program to listen beyond customer feedbacks to unearth richer insights. Ben will also cover how they've automated actions to empower their frontlines, and how they are distributing insight throughout the organisation.\n\nhttps://www.qualtrics.com/au/x4-on-tour/session-9/ Add to Calendar Watch Now

[Customer Experience] Qualtrics

New innovation to win every touchpoint

November 17, 2022 | 8:00 AM AEDT
November 17, 2022 8:00 AM November 17, 2022 9:00 AM Australia/Sydney Qualtrics Master Session 10: New innovation to win every touchpoint Learn how the latest technologies and AI can embed new customer-centric operating models across the organisation. Helping you listen across broader channels, better surface customer frictions, and empower your teams (from the frontline to the back office) to act on the things that matter, in the moment. \n\nhttps://www.qualtrics.com/au/x4-on-tour/session-10/ Add to Calendar Watch Now

[Customer Experience] Qualtrics XM Institute

Making the business case for CX

November 17, 2022 | 8:00 AM AEDT
November 17, 2022 8:00 AM November 17, 2022 9:00 AM Australia/Sydney Qualtrics Master Session 11: Making the business case for CX This session will cover the pragmatic steps you can take to determine and demonstrate the value of a CX program, enabling you to secure executive buy-in and drive internal momentum. Bruce will also discuss strategies for sustaining investments in CX efforts to ensure long-term success. You'll be equipped with the tools you need to lead CX transformation and drive success. \n\nhttps://www.qualtrics.com/au/x4-on-tour/session-11/ Add to Calendar Watch Now

[Employee Experience] BHP

BHP: Mining the connection between candidate experience and long-term productivity

November 17, 2022 | 8:00 AM AEDT
November 17, 2022 8:00 AM November 17, 2022 9:00 AM Australia/Sydney Qualtrics Master Session 12: BHP: Mining the connection between candidate experience and long-term productivity Hear how BHP went from static metrics to actionable candidate experience insights that help them reduce new hire failure rates, fortify its employer brand and protect its corporate reputation. BHP will also cover how they’ve unearthed correlations between candidate experience and long-term employee engagement and performance - enabling them to measure impact on real productivity and profitability. \n\nhttps://www.qualtrics.com/au/x4-on-tour/session-12/ Add to Calendar Watch Now

[Employee Experience] CommBank

Reimagining people experience at CommBank

November 26, 2022 | 8:00 AM AEDT
November 26, 2022 8:00 AM November 26, 2022 9:00 AM Australia/Sydney Qualtrics Master Session 13: Reimagining people experience at CommBank Amid economic uncertainties and changing customer expectations, the strategic role of HR is continuing to evolve. Hear how CommBank is shifting its people experience model to align culture and people listening with other behavioural, operational and experience data to uncover new business insights.\n\nhttps://www.qualtrics.com/au/x4-on-tour/session-13/ Add to Calendar Watch Now

[Employee Experience] Qualtrics

The challenges and technologies redefining employee experience

November 26, 2022 | 8:00 AM AEDT
November 26, 2022 8:00 AM November 26, 2022 9:00 AM Australia/Sydney Qualtrics Master Session 14: The challenges and technologies redefining employee experience From the greatest challenges to the technologies transforming employee experience in 2023, join us as we highlight the way forward.\n\nhttps://www.qualtrics.com/au/x4-on-tour/session-14/ Add to Calendar Watch Now

[Employee Experience] Qualtrics XM Institute

Modernising employee experience management

November 26, 2022 | 8:00 AM AEDT
November 26, 2022 8:00 AM November 26, 2022 9:00 AM Australia/Sydney Qualtrics Master Session 15: Modernising employee experience management Traditional EX programs deliver great value, but are they evolving fast enough? Join Dr Herbert as we explore the features and practices of modern EX management that drive enterprise-wide transformation.\n\nhttps://www.qualtrics.com/au/x4-on-tour/session-15/ Add to Calendar Watch Now

[Employee Experience] Feedback Works

The five proven steps to embedding EX success in any organisation

November 26, 2022 | 8:00 AM AEDT
November 26, 2022 8:00 AM November 26, 2022 9:00 AM Australia/Sydney Qualtrics Master Session 16: The five proven steps to embedding EX success in any organisation Drawing on his 25 years in employee experience measurement for hundreds of organisations all around the world, Sam will show the five key steps that successful organisations can take to ensure employee experience surveys really make a difference. He will explain how through a simple process, organisations can set an EX roadmap, know when and how to measure, create insight for leaders and drive lasting and meaningful change from results.\n\nhttps://www.qualtrics.com/au/x4-on-tour/session-16/ Add to Calendar Watch Now

[Market Research] Bankwest

Building an integrated engine room for customer obsession

November 26, 2022 | 8:00 AM AEDT
November 26, 2022 8:00 AM November 26, 2022 9:00 AM Australia/Sydney Qualtrics Master Session 17: Building an integrated engine room for customer obsession Learn how Bankwest’s Market Insights Team built out its NPS, brand health and customer panel research programs at scale. Helping it break down siloes, influence strategic decisions, and drive efficiencies for business units working in both traditional and Agile operating rhythms (from marketing, frontline and products to digital and UX).\n\nhttps://www.qualtrics.com/au/x4-on-tour/session-17/ Add to Calendar Watch Now

[Market Research] Airtasker

Primed for growth: The Airtasker brand transformation journey

November 26, 2022 | 8:00 AM AEDT
November 26, 2022 8:00 AM November 26, 2022 9:00 AM Australia/Sydney Qualtrics Master Session 18: Primed for growth: The Airtasker brand transformation journey How can your brand unite teams and be a strategic lever for growth? Hear how Airtasker used data to guide its brand transformation, and how it rallied the entire organisation, resulting in a new, bold brand identity to future proof its success. In the process creating a data-driven culture in the marketing team and beyond. \n\nhttps://www.qualtrics.com/au/x4-on-tour/session-18/ Add to Calendar Watch Now

[Market Research] Airtasker / Bankwest

From insights to impact: Best practices for success

November 26, 2022 | 8:00 AM AEDT
November 26, 2022 8:00 AM November 26, 2022 9:00 AM Australia/Sydney Qualtrics Master Session 19: From insights to impact: Best practices for success Join a thought-provoking panel discussion as we explore the future state of research and insights, including the role of emerging technologies and the changing landscape of the insights industry. Our panelists will share valuable advice on demonstrating ROI and getting program buy-in, how they’ve fostered a culture of data-centricity, and driving insights throughout the organization.\n\nhttps://www.qualtrics.com/au/x4-on-tour/session-19/ Add to Calendar Watch Now

[Market Research] Qualtrics

Insights at speed

November 26, 2022 | 8:00 AM AEDT
November 26, 2022 8:00 AM November 26, 2022 9:00 AM Australia/Sydney Qualtrics Master Session 20: Insights at speed Join Qualtrics experts to explore new technologies and approaches for advanced research that can help you design products that people love, influence strategic business and marketing decisions, and accelerate growth.\n\nhttps://www.qualtrics.com/au/x4-on-tour/session-20/ Add to Calendar Watch Now

[Market Research] ACT-XM

Dashboards that bring insights to life and drive action

November 26, 2022 | 8:00 AM AEDT
November 26, 2022 8:00 AM November 26, 2022 9:00 AM Australia/Sydney Qualtrics Master Session 21: Dashboards that bring insights to life and drive action Vital insights are regularly lost to organisations because they are not communicated and disseminated in a timely, meaningful way. In this session, Act XM will take you through how it helps its clients create 'best-in-class' dashboards following a structured planning process. Our session will showcase how dashboards can be used to bring life to insights and drive action in your organisation.\n\nhttps://www.qualtrics.com/au/x4-on-tour/session-21/ Add to Calendar Watch Now

[Government] Department of Customer Service NSW / Qualtrics

Bringing citizens and governments closer

November 26, 2022 | 8:00 AM AEDT
November 26, 2022 8:00 AM November 26, 2022 9:00 AM Australia/Sydney Qualtrics Master Session 22: Bringing citizens and governments closer Learn how leading public sector organisations are transforming the way they operate by listening closely to the experiences, ideas and perceptions of citizens and employees and embedding a culture of action. Explore how experience management in government has evolved and predictions on the future state.\n\nhttps://www.qualtrics.com/au/x4-on-tour/session-22/ Add to Calendar Watch Now

[Government] City of Casey

From little things, big things grow: City of Casey’s VOC transformation

November 26, 2022 | 8:00 AM AEDT
November 26, 2022 8:00 AM November 26, 2022 9:00 AM Australia/Sydney Qualtrics Master Session 23: From little things, big things grow: City of Casey’s VOC transformation From clearing trees to managing community facilities, local councils deliver on hundreds of thousands of different service requests every year. Learn how City of Casey’s VoC program transformation is helping it serve the needs of the community more efficiently, transform its operations, embed data in decision-making and inspire a deep culture of customer-centricity.\n\nhttps://www.qualtrics.com/au/x4-on-tour/session-23/ Add to Calendar Watch Now

[Government] Queensland Rail

Evolving employee experience at Queensland Rail for the future

November 26, 2022 | 8:00 AM AEDT
November 26, 2022 8:00 AM November 26, 2022 9:00 AM Australia/Sydney Qualtrics Master Session 24: Evolving employee experience at Queensland Rail for the future Queensland Rail is getting set for an exciting future including the Brisbane 2032 Olympics. Join us to hear more about how QR is strategically uplifting employee experience to ensure its people are connected, capable and engaged.\n\nhttps://www.qualtrics.com/au/x4-on-tour/session-24/ Add to Calendar Watch Now

[Government] Revenue NSW / Queensland Revenue Office / NZ Inland Revenue / Publicis Sapient

Customer at the heart through good and bad times

November 26, 2022 | 8:00 AM AEDT
November 26, 2022 8:00 AM November 26, 2022 9:00 AM Australia/Sydney Qualtrics Master Session 25: Customer at the heart through good and bad times Collecting revenue from citizens is no easy task. In this session, hear how senior leaders and designers use revenue systems as a key indicator when reinventing policies and processes in government. We’ll also explore how behavioural insights are utilised beyond collecting fines, and how relentless customer focus and best practice design could help drive generational change and personal safety for people going through financial hardships.\n\nhttps://www.qualtrics.com/au/x4-on-tour/session-25/ Add to Calendar Watch Now

[Keynote] Qualtrics

Making business more human

November 26, 2022 | 8:00 AM AEDT
November 26, 2022 8:00 AM November 26, 2022 9:00 AM Australia/Sydney Qualtrics Master Session 1: Making business more human Learn why the future of experience management relies on organisations being able to make real, emotional connections at scale. And the tools you'll need to deliver the right experience, on every channel, every time.\n\nhttps://www.qualtrics.com/au/x4-on-tour/session-1/ Add to Calendar Watch Now

[Keynote] Qualtrics

XM platform: How AI is powering XM for the frontlines

November 17, 2022 | 8:00 AM AEDT
November 17, 2022 8:00 AM November 17, 2022 9:00 AM Australia/Sydney Qualtrics Master Session 2: XM platform: How AI is powering XM for the frontlines Get a first look at the latest innovations in Experience Management that are helping organisations be more human.\n\nhttps://www.qualtrics.com/au/x4-on-tour/session-2/ Add to Calendar Watch Now

[Keynote] Google / Xero / Aware Super

Panel: Stewarding change, finding opportunities

November 17, 2022 | 8:00 AM AEDT
November 17, 2022 8:00 AM November 17, 2022 9:00 AM Australia/Sydney Qualtrics Master Session 3: Panel: Stewarding change, finding opportunities Hard challenges demand that we embrace uncertainties. Join in this conversation with senior leaders as we learn about their playbooks for navigating tumultuous times. From forming more authentic partnerships with employees, harnessing the power of brand, through to redefining customer relationships with deeper empathy.\n\nhttps://www.qualtrics.com/au/x4-on-tour/session-3/ Add to Calendar Watch Now

[Keynote] GOTO Group / Gojek

Balancing people experience and impact for sustainable growth

November 17, 2022 | 8:00 AM AEDT
November 17, 2022 8:00 AM November 17, 2022 9:00 AM Australia/Sydney Qualtrics Master Session 4: Balancing people experience and impact for sustainable growth In tough times, organisations often reprioritise to focus more on profitability, efficiencies or defending market share. Sunil will share his perspective on why organisations should balance investments in its people with market demands in order to drive long-term, sustainable impact. \n\nhttps://www.qualtrics.com/au/x4-on-tour/session-4/ Add to Calendar Watch Now

[Keynote] Victor Dominello

Reflections of a vanguard: Innovation for good and creating a culture of action

November 17, 2022 | 8:00 AM AEDT
November 17, 2022 8:00 AM November 17, 2022 9:00 AM Australia/Sydney Qualtrics Master Session 5: Reflections of a vanguard: Innovation for good and creating a culture of action Reformer. Innovator. Trailblazer. Deserving monikers for Mr Victor Dominello, the first Minister for Customer Service in the world, whose career has seen him leading major transformations that remove frictions for citizens. From the Service NSW app that today offers 1,000 government services through a single front door, to the digital drivers licence and more - hear Mr Dominello’s reflections on his achievements, the importance of experience-centricity, driving a culture of action and his predictions on the future of government. \n\nhttps://www.qualtrics.com/au/x4-on-tour/session-5/ Add to Calendar Watch Now