XM Knowledge Base
IN-PERSON MASTERCLASS
Customer Experience Masterclass
18 September 2024 // 12.30pm to 4.30pm
The Gallery
Grand Hyatt Manila
8th Avenue, Corner 35th St, Taguig, 1634 Metro Manila, Philippines
In the age where customer experience (CX) differentiates market leaders from the rest, mastering the art and science of CX has become essential. Most organizations are sitting on a goldmine of customer feedback data that they are not using and relying mostly on survey feedback which is not representative of the entire customer base. CX methods and metrics need to evolve and technology can help us do this at speed and scale. This interactive masterclass is designed to equip business leaders, CX professionals, and marketers with the knowledge to leverage data, technology, and customer insights to deliver exceptional customer experiences that drive business impact.
Agenda
12.30pm | Registration & Networking lunch
1.30pm – 4.30pm | Mastering CX Excellence: Leveraging data, tech and insight for business impact
This session is tailored for professionals eager to mature their company’s customer experience (CX) programs by harnessing the power of omnichannel insights, advanced AI technologies, and taking action to drive value. As businesses strive to stay competitive in a rapidly evolving market, this masterclass offers a deep dive into the strategies and tools required to transform customer interactions into impactful experiences that drive loyalty and growth.
This practical, in-person masterclass will enable you to:
- Identify where to start to listen to unsolicited feedback and unstructured data across different channels of insight & identify behavioural cues to understand how customers really feel
- Understand how you can empower your teams to act in real time- take the right insights and bring it to life in the rest of the organisation which ultimately drives action and innovation
- Learn practical ways to increase you & your teams productivity and efficiency leveraging AI automations and technological advancements
- Connect CX with strategic priorities and business outcomes that demonstrate tangible benefits of investment reducing costs, increasing revenue and mitigating potential risk.
Key Speakers
Eleanor O’Dwyer-Duggan, Head of CX & Research Solution Strategy, SEA
Elle has over 12 years of experience designing and running large-scale, global CX, brand and research programs both on the client and agency side. Elle currently leads the customer experience and research solution strategy for Qualtrics in South East Asia and India where she partners with leading organisations across the region to design best practice experience management programs to meet business outcomes. Prior to joining Qualtrics, Elle spent the previous 6 years building and managing global insights programs and functions at both IAG (Aer Lingus) and Ryanair Group, and has lectured in organisational research applications at Michael Smurfit Graduate Business School in Ireland.
Regina Lee, Solutions Engineer, Qualtrics
With over 10 years of experience in the customer engagement and analytics sector, Regina provides expertise across Voice of the Customer toolsets. During the last 10 years, Regina has worked on projects in various sectors across APAC, including Government, Hospitality & Tourism, Financial Sectors, Technology and Telecommunications. Her portfolio spread across both qualitative and quantitative research; unsolicited and unstructured listening. Currently, Regina leads our technical front on a hybrid model of qualitative and quantitative research for SEA and partners closely with both our customers and internal stakeholders to design and deliver the best-in-class solution that caters to their needs.
time
12.30pm to 4.30pm
location
The Gallery
Grand Hyatt Manila
8th Avenue, Corner 35th St, Taguig, 1634 Metro Manila, Philippines