AUSTRALIA’S BIGGEST EXPERIENCE MANAGEMENT EVENT

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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

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.​

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

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