International Convention Centre, Sydney | 31 May 2019

Australia’s Biggest Experience Management Event

Free access to all the content from the ultimate Experience Management Summit

Watch the recording from our main stage keynotes and breakout sessions for X4 Sydney. Presentation slides are also available for download.


“The energy, enthusiasm and learning opportunity to see how Qualtrics is being applied to various organisations world-wide. Literally opened up a world of opportunities outside of my organisation. Also, met some lovely people from interstate.”

“There wasn't one thing in particular - instead a number of things that delivered a great experience include great topics and content, great energy, loved the "Dream Team", nice and concise full day event.”

“Loved everything, the keynote speakers were great. The breakout sessions allowed people to learn and concentrate on the areas of interest to them.”

Attendees = 1500+

Speakers = 15+

Masterclasses and breakout tracks = 5+


Dom Price

Work Futurist //

Patricia Limanouw

Head of Group Research & Insights //

Ryan Smith

CEO and Co-Founder //

Karalyn Smith

Chief People Officer //

Jeff James

Vice President //
Disney Institute

Max Brawer

People Analytics //

Steve Lockwood

Head of Insights & Marketing Analytics //

Casey Hotham

Head of Employee Experience //

Sonny Sethi

Head of Insights, Research and Media ANZ //

Maria Voronina

Senior Brand Manager //

Julie Larson-Green

Chief Experience Officer //

Peter Lovatt

Dance Psychologist //
University of Hertfordshire

Violet Lazarevic

General Manager of Customer Insights //

Walter Li

Head of Insights //
Cathay Pacific

Gregory Whitby AM, KSG

Executive Director //
Catholic Education Diocese of Parramatta

Bruce Temkin

Head of XM Institute //

Kirsty Hosea

Director - Strategy & Innovation //
Deloitte Digital

Greg Bowell

General Manager of Marketing //
G8 Education

Jason Bradshaw

Director of Customer Experience and Marketing //
Volkswagen Group Australia

David Watson

General Manager Customer Experience //
McGrath Real Estate

Sherman Young

Associate Deputy Vice Chancellor Education //

Bruce Davidson

Group CEO //

Vicky Katsabaris

Head of CX Strategy and Solutions //

Steven Bennetts

Head of EX Strategy and Solutions //



Registration desk open
Breakfast and barista coffee
Keynote seating

8:45 AM - 12:00 PM

Keynote Sessions

Ryan Smith, Qualtrics CEO & Co-Founder

Bill McMurray, Managing Director APJ, Qualtrics

Patricia Limanouw, Head of Group Research and Insights, Qantas
Reaching new heights - How Qantas is reimagining its approach to customer feedback

Karalyn Smith, Chief People Officer, Sephora
How Sephora meets human needs to create love and loyalty

Sonny Sethi, Head of Research, Insights, and Media Planning ANZ, Uber
Customer insights-fueled decision making @ Uber

Dr. Peter Lovatt, Dance Psychologist, University of Hertfordshire


Lunch, networking and special Bruce Temkin session

12:30 PM to 12:50 PM
Bruce Temkin, CCXP, Head of Qualtrics XM Institute
Building your Experience Management Roadmap

How can your organisation operationalise XM? Join industry luminary Bruce Temkin to hear about the latest thinking from the Qualtrics XM Institute. He’ll share the 6 competencies and 20 skills that drive XM success.

1:00 PM - 3:00 PM

Customer Experience Breakout Track

Kirsty Hosea, Director - Strategy & Innovation, Deloitte Digital
Measuring and delivering trust

This session will focus on defining the drivers of trust, and how organisations can apply technologies and operational structures to measure, deliver, and excel in this critical area.

Walter Li, Head of Insights, Cathay Pacific
Moving Beyond: How a legacy carrier is transforming itself to deliver breakthrough performance with experience data

In this session, you’ll learn how Cathay Pacific is transforming itself to deliver breakthrough performances for its stakeholders by leveraging operations and experience data to power the brand, customer and employee experience.

David Watson. General Manager Customer Experience, Systems & Innovation, McGrath
XM : Dream it! Begin it!

Discover how McGrath Real Estate has created a program to transform itself and the industry through Experience Management. The session will also equip you with a blueprint to create an actionable XM framework and roadmap.

Jason Bradshaw, Chief Customer & Marketing Officer Volkswagen Group Australia
Why connecting CX and EX is your key to success

Volkswagen brought CX and EX data into a single platform, which lead to the uncovering of new insights used to address gaps in the employee experience and improve the customer experience. The result was higher customer and employee retention. Join us to learn how you can adopt these tested strategies for turning your employees into your most powerful driver of exceptional customer experience.

Deliver breakthrough CX in the moments that matter [DEMO]

Panel Discussion

1:00 PM - 3:00 PM

Employee Experience Breakout Track

Bruce Davidson, CEO, Davidson Group
Something that mattered

Bruce Davidson shares his learnings, mistakes, and wins six years on from transforming his recruitment business into a workplace performance consultancy helping organisations find and get the best out of people in a rapidly changing world.

Casey Hotham, Head of Employee Experience, Telstra
Changing how Telstra works and leads - Transforming EX to achieve strategic business outcomes

With an obsession to transform the Employee Experience as a key enabler to the success of Telstra’s T22 strategy, this session will provide insight into how Telstra is radically changing how the business works and leads, and how Qualtrics is enabling the empowerment of teams to access data from the voice of employees, accountability of Leaders to act on the voice of employees, and digitising the experience.

Max Brawer, People Analytics Lead, Buzzfeed
What would Buzzfeed do? How our team cultivates an authentic EX (& so can you)

Join Buzzfeed to learn how the company uses the employee survey as a foundation for innovative people practices that drive impact. See how Buzzfeed combines novel collection techniques, data analytics, and a human touch to drive better employee experience and increased employee connectivity in the workplace.

Build EX that gives back to the bottom line [DEMO]

Panel Discussion

1:00 PM - 3:00 PM

Research & Insights Breakout Track

Steve Lockwood, Head of Insights & Marketing Analytics,
Using research and insights to cut through the noise, and to build a brand that truly stands out

Learn how the largest comparison site in Australia has transformed from tech start up to household name with global presence, and how it competes in a highly competitive market.
This presentation will do a deep dive into Finder’s brand journey and discuss how you can use key research and insights to make strategic decisions to drive audience growth, develop a unique brand identity, and gain stronger returns on marketing investments.

Violet Lazarevic, General Manager of Customer Insights, Telstra
Bringing together multiple sources of data to better understand and predict customer behaviour

The true value of insights comes from bringing data sources together to uncover the true story of why your customers behave in a certain way and then use this insight to predict how they will behave in the future. Telstra will share a recent example of how the company has successfully combined disparate data sources to better understand customers and model how to predict future behaviour.

Maria Voronina, Senior Brand Manager, Chobani
The role of modern research: Five principles that help Chobani deliver exceptional product and brand experiences

From a national launch in 2013 to #1 Australia yogurt brand in 2018, Chobani continues to drive the mission of bringing better food to more people. In this session learn the underlying principles that guide Chobani’s new product development process and how the brand delivers breakthrough innovations.

Sophisticated research made simple [DEMO]

Panel Discussion

1:00 PM - 3:00 PM

Education Breakout Track

Samantha Murray, Education XM Scientist, Qualtrics
Student Success: Using Experience as a Leading Indicator to Drive Continuous Learning and Improvement

Schools, institutions, and systems must optimise their organisational performance and quality through continuous learning and improvement to ensure student success. In this session, learn which three improvement questions form the foundation of a measurement program that enables effective experience research and see what the program model looks like in practice.

Greg Bowell, General Manager Marketing, G8
Early Learning: a breakthrough sector for CX and Marketing

G8's Greg Bowell explains how best practice customer and people experience thinking can supercharge marketing for social change and commercial growth. In this session you'll learn how to bring breakthrough customer insights into the academic sector, the role of experience in driving business outcomes, and how G8 is transforming for this new era of business.

Greg Whitby, Executive Director, Catholic Education Diocese of Parramatta
Listening and Learning - a pre to post education system's experience using Qualtrics

In this presentation discover how the Catholic Education Diocese of Parramatta (CEDP) is enhancing the experiences of students, teachers and families by listening and learning in order to improve service delivery.

Professor Sherman Young, Associate Deputy VC Education
Rebuilding the University - Learning Experiences in the 21st Century

The higher education sector is ripe for disruption with student, employer and social expectations changing. At the same time, new technologies are reshaping the information ecosystem and universities must confront their purpose. This brief presentation explores how learning will need to change in this brave new world, and considers how higher education institutions might need to respond.

Panel Discussion


Afternoon tea & Networking

3:30 PM - 4:30 PM

Keynote Sessions

Jeff James, Vice President, Disney Institute
Your workforce is changing - Are you ready for it?

Learn about the employee breakthrough insights that are driving workforce change across every industry, and leave with strategies to get ahead so you can effectively attract, engage, retain your best employees.

Dom Price, Work Futurist, Atlassian
Your role in building world class experience

Dysfunction is the gap between what you know, and what you do. Having heard a wonderful array of global speakers share their wisdom on experiences of all kinds, Dom Price from Atlassian will help us build our own futures, by converting the theory into action.


Event close

Why you should attend

International and
local 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 back ‘Dr Dance’ himself, Dr Peter Lovatt, for his latest take on combining research and dance.


Our dedicated breakout tracks, deep dive into your area of expertise with subject matter experts in HR, customer experience, product development, brand and marketing.

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.

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.

edition swag

Who doesn’t love SWAG? Register today and when you get to X4 Sydney, pick up your limited edition Qualtrics Swag pack!


Throughout the day, you’ll be able to network with over 1500+ leaders and professionals. Speak to thought leaders, keynote presenters and subject matter experts across a range industries.

We’ve even set up networking lounges, experience zones and workspaces!


This year Qualtrics X4 Sydney will be located at the International Convention Centre Sydney (ICC Sydney). The address is 14 Darling Drive, Sydney, NSW 2000, Australia.

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.

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.

Check-in for the event begins from 7.45am on the 31st of May 2019. Breakfast will be available from 7.45am including fresh barista coffee.

The main stage keynotes will commence from 8.45am.

The more the merrier! You’re welcome to refer the event to another colleague who you feel would benefit from attending X4 Sydney.

Please specify that you have special dietary requirements in the pre-event survey we send in lead up to the event.

The recommended attire for X4 Sydney is business casual.

Reach out to for additional questions, suggestions, and anything else that will blow your mind.


Thank you to all our partners sponsoring The Experience Management Summit this year in Sydney. Make sure to visit them at their booth at X4!