X4_SYDNEY_logo

FREE EVENT

18 MAY 2018

INTERNATIONAL CONVENTION CENTRE, SYDNEY

AUSTRALIA’S BIGGEST EXPERIENCE MANAGEMENT EVENT

PRODUCT, CUSTOMER, EMPLOYEE, BRAND. THE ULTIMATE EXPERIENCE MANAGEMENT SUMMIT

1000+

ATTENDEES

15+

SPEAKERS

10+

MASTERCLASSES & BREAKOUT SESSIONS

Join the people behind some of the most successful customer, employee, product and brand experiences at Australia’s largest Experience Management event, X4 Sydney.

A full day event, with international and local speakers, masterclasses and breakout sessions. Learn how to turn customers into fanatics, employees into ambassadors, products into obsessions and brands into religions.

A must see event, at the International Convention Centre Sydney, 18 May, 2018.

X4 Sydney registrations are now closed.

2017 HIGHLIGHTS

“The energy and the vibe...it was unlike any conference I have ever been to.”

SPEAKERS

Luis Angel-Lalanne

VP, Customer Listening
American Express

VP, Customer Listening
American Express

Tony Reynolds

General Manager of
Employee Experience,
Cathay Pacific

General Manager of Employee Experience
Cathay Pacific

Felecia White

Head of Consumer
Insights and Strategy
PepsiCo ANZ

Head of Consumer Insights and Strategy
PepsiCo ANZ

Kim Scott

Best-selling Author of
Radical Candor

Best-selling Author of
Radical Candor

Peter Lovatt
Aka ‘Dr Dance’

Dance Psychologist,
University of Hertfordshire

Dance Psychologist, University of Hertfordshire

Kylan Lundeen

Head of Marketing,
Qualtrics

Head of Marketing, Qualtrics

Jin Wan

Enterprise NPS Lead,
Vodafone New Zealand

Enterprise NPS Lead, Vodafone New Zealand

Cassandra Goodman

General Manager Experience Transformation,
Australian Unity

General Manager Experience Transformation,
Australian Unity

Sara Tweedly

Group Executive - Digital
and Marketing,
Canstar

Group Executive - Digital and Marketing,
Canstar

Paul Duggan

Chief Marketing Advisor, Canstar

Chief Marketing Advisor, Canstar

Scott Downing

Chief Customer Officer, Rockend

Chief Customer Officer, Rockend

Karen Armstrong

Senior Consultant,
More Strategic

Senior Consultant,
More Strategic

Vicky Katsabaris

CX Subject Matter Expert & Principal Consultant,
Qualtrics

CX Subject Matter Expert & Principal Consultant,
Qualtrics

Steve Bennetts

EX Subject Matter Expert & Principal Consultant,
Qualtrics

EX Subject Matter Expert & Principal Consultant,
Qualtrics

Adam Marks

CX Subject Matter Expert, Qualtrics

CX Subject Matter Expert, Qualtrics

David Vannette

Head of The Qualtrics Methodology Lab,
Qualtrics

Head of The Qualtrics Methodology Lab,
Qualtrics

Stefan Schmelcher

Global Director, Customer Experience Transformation,
Kantar TNS

Global Director, Customer Experience Transformation
Kantar TNS

Jamie Morningstar

Product Manager,
Qualtrics

Product Manager,
Qualtrics

Webb Stevens

Head of Product & Strategy,
Qualtrics

Head of Product & Strategy,
Qualtrics

Linda Battin

Customer Insights and Improvement Manager,
Rockend

Customer Insights and Improvement Manager,
Rockend

Kimberley Tylee

Qualtrics Consultant,
Qualtrics

Qualtrics Consultant,
Qualtrics

Sarah Collins

Implementations Consultant,
Qualtrics

Implementations Consultant,
Qualtrics

Jason Matthews

Technical Lead,
Qualtrics

Technical Lead,
Qualtrics

Lisa Khatri

Research Services Lead,
Qualtrics

Research Services Lead,
Qualtrics

Martin Paul

Director,
More Strategic

Director,
More Strategic

Hugh Greenough

General Manager Student Services, TAFE NSW

General Manager Student Services, TAFE NSW

Sophie Imbert

Manager, Customer Engagement Student Services Branch, TAFE NSW

Manager, Customer Engagement Student Services Branch,
TAFE NSW

Sherman Young

Pro Vice-Chancellor, Learning and Teaching at
Macquarie University

Pro Vice-Chancellor,
Learning and Teaching at Macquarie University

Sean Hall

Founder and Chief Energiser,
Energx

Founder and Chief Energiser,
Energx

Dr Mark King

Associate Professor and Director,
Educational Delivery Services

Associate Professor and Director,
Educational Delivery Services

1 day of inspiration

Friday 18 May

1.00PM - 1.45PM

Experience transformation - Delivering great customer experiences through great employee experiences

Cassandra Goodman, General Manager of Experience Innovation, Australian Unity

A customer-centric approach has been proven to add value to a company, as a cultural and branding element but also as a business differentiator. What it translates to is putting customers above everything else and at the heart of every decision.

But what about the customer within? What about one of the key resources that ensure a company's competitive advantage over other businesses?

Not only is this a logical question every business should come to, but it also points to the strong relationship between customer satisfaction and employee engagement.

5 Critical Success Factors for CX Success: what a decade of CX taught us

Jin Wan, Enterprise NPS Lead, Vodafone New Zealand

Transforming an organisation's approach to doing business to a customer-centric one is a huge undertaking. Experienced customer experience executives all agree, success can only be achieved if critical success factors are met.

Find out what are the critical factors of Customer Experience.

How the World's Best Nonprofits drive greater impact with their donors and volunteers

Martin Paul, Director, More Strategic

Karen Armstrong, Senior Consultant, More Strategic

More Strategic helps international NGOs including The Salvation Army, Red Cross, and Greenpeace optimise giving campaigns and drive revenue. In this case-driven session, learn how to create 'dialogue' surveys delivering a personalized conversation and utilise behavioural economics in survey design to 'nudge' respondents on a new journey. These tools have demonstrated an ROI of 7:1 through the use of surveys at specific touchpoints. In addition, you’ll learn how to use predictive analytics for newly acquired audiences based on attitudinal indicators so you can invest in high value relationships, forecast value of segments and measure campaign ROI by combining experience and operational data.

Get it right: How to identify and avoid the top 5 conversion killers

Sara Tweedly, Group Executive, Digital & Marketing, Canstar

Paul Duggan, Chief Marketing Advisor, Canstar

Getting your potential customers to convert to actual sales takes a little more than a website that attracts visitors, although that's a good first step to take.

Learn about the most common conversion killers and some pointers on how to either avoid them or fix them before they become bigger problem.

Best practices for survey design

David Vannette, Head of the Qualtrics Methodology Lab, Qualtrics

Survey data are only as good as the questions that generate them and there is an extensive science that informs good survey design. If you like your business outcomes to be informed by best practices, don't miss this session. Using academically validated design principles and empirically backed best practices, this session will give you practical guidance for enabling your respondents to share their best data.

The CX Factory: How to use customer episodes to drive change and show the value of your work

Scott Downing, Chief Customer Officer, Rockend

Linda Battin, Customer Insights and Improvement Manager

Within this break out session, Rockend will cover:

  • How to use customer episodes to drive change.
  • A new model for continuous improvement within a customer episode and your business; with a real case study.
  • How to show the economic impacts of your re-engineering.

How to shape student experiences

Hugh Greenough, General Manager - Student services, TAFE NSW

Sophie Imbert, Customer Engagement Manager, TAFE NSW

Kimberley Tylee, Qualtrics

James Hull, Technical Consultant

Sherman Young, Pro Vice-Chancellor, Learning and Teaching at Macquarie University

Dr Mark King, Associate Professor and Director, Educational Delivery Services

Join Qualtrics and an amazing panel of student experience professionals from top universities, schools and colleges as we uncover:

  • How you can shape your student's experience with feedback
  • Strategies to encourage two-way communication
  • How increased student participation and engagement translates into student success
  • How you can gain real-time insight into student experience.

How To Design An Energised Employee Experience

Sean Hall, Founder and Chief Energiser, Energx

Today every business must be agile, grow, learn, create, innovate, adapt, and care. It's hard, if not impossible to do any of this when your people are tired.

Learn how you can design an employee experience that increases the quantity and quality of the most valuable, sustainable and high growth potential resource in your organisation - the collective energy and creativity of your people.

1.45PM - 2.30PM

Winning in the age of experience: Is your business as customer-centric as you think?

Stefan Schmelcher, Global Director of Customer Experience Transformation, Kantar TNS

We live in the ‘age of experience’. Customer Experience is an effective way to create competitive advantage for most businesses. Consequently, every organisation finds itself in a transformation to becoming more customer-centric. However, customer centricity is easily talked about and rarely achieved. Successful companies have built agile organisations enabling exceptional employee and memorable customer experiences. Discover what it takes to become truly customer-centric in the age of experience.

From Research to Results: How to Embed Human Insight into Experience Design

David Vannette, Head of the Qualtrics Methodology Lab, Qualtrics

Frank van Praag, Senior Technical Consultant, Qualtrics

You have to use research to transform your organisation. We're making it easier. Join Research Core leaders as they unveil the newest Qualtrics innovations to help you establish conversations with customers in any channel, use continuous feedback to optimise your product, and make better decisions with all your data in the same place.

Reactive CX Is Dead: How to Get from Static Responses to Predictive Engagement

Webb Stevens, Head of Product & Strategy, Qualtrics

Jenny Clark, Technical Consultant, Qualtrics

Deploying the next generation of customer experience management capability will determine the difference between future leaders and laggards in almost every market. Come learn how Qualtrics is helping organisations be more predictive and personal, with programs that are embedded in the natural course of business.

Kill Churn and Improve Employee Experience with Qualtrics

Jason Matthews, Technical Lead, Qualtrics

Sam Ramjahn, Technical Consultant, Qualtrics

HR technologies were typically built to automate existing processes—not to analyse data, accommodate innovation or measure experiences. But all of that is changing. Employee experience design is emerging as an often-used precursor to HR technology selection and adoption. And, it's helping deliver benefit to individual employees, as well as to the organisation. More and better data means more and better analytics — insight to guide talent and business strategies. This session will deliver best practices for rethinking or inventing great employee experience design in context of data and analytics.

Drive organisational change with closed-loop feedback

Adam Marks,CX Subject Matter Expert, Qualtrics

Sheharyar Mehmood, Technical Consultant, Qualtrics

Learn how to design closed-loop feedback programs that ensure the right employees follow up with customers at every crucial moment in their journey.

Design Employee Experience Dashboards to Drive Change

Sarah Collins,Implementations Consultant, Qualtrics

Liching Yew, Implementations Specialist, Qualtrics

Learn how to design and tailor dashboards to every level of management so that the data-driven insights spur action and drive the organisational transformation needed to be the only place employees want to work.​

Make data-driven decisions and extract actionable insights with Qualtrics iQ

Jamie Morningstar,Product Manager, Qualtrics

James Hull, Senior Technical Consultant, Qualtrics

Learn how to analyse open text with Qualtrics iQ to understand what customers and employees are saying and translate that into data-driven insights.

How to build reports that tell a story

Lisa Khatri,Research Services Lead, Qualtrics

James Graham,Senior Implementations Manager, Qualtrics

Deliver insights and learn how to tell engaging stories and customise data visualisations to create reports that are valuable and drive action.​

WHY YOU SHOULD ATTEND

MAINSTAGE SPEAKERS

Innovators, industry leaders and big name brands will take the stage to share their stories about crafting some of the world’s most famous experiences. Learn from the very best as they provide practical advice to help you build first-class experiences. Plus, by popular demand, we welcome best-selling author of Radical Candor, Kim Scott to the stage, as well as ‘Dr Dance’ himself, Dr Peter Lovatt, for his latest take on combining research and dance.

EXPERT HELP AND ADVICE

Got a project you need help with? Want to get more from your program or research? Our experts are on hand all day at our open clinics to help you.

BREAKOUT SESSIONS

From masterclasses to practical workshops, our breakout sessions are a chance to take a deep dive into your area of expertise with subject matter experts in HR, customer experience, product development and marketing.

NETWORKING

Throughout the day, you’ll be able to network with over 1000+ leaders and professionals. Speak to thought leaders, keynote presenters and subject matter experts across a range fields and industries.

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.

LIMITED EDITION SWAG

Who doesn’t love SWAG? Register today and when you get to X4 Sydney, pick up your limited edition Qualtrics Swag plus a copy of Kim Scott’s best-selling book Radical Candor.

FAQS

X4SYDNEY CONTENT HUB

All video recordings from the keynotes on main stage and break out session are available ondemand. Plus all the slides from the event are now available on our content hub.

Access Content