XM Knowledge Base
XM LIVE MELBOURNE
Discover the power and ROI of being a human-centric business
27 OCTOBER 2023 // 8:30AM - 11:30AM AEDT
LOCATION: Westin Room III, The Westin Hotel,
205 Collins St, Melbourne VIC
Get the inside story on how the world’s most profitable and beloved brands are focusing on one thing: being more human. In 2023, experience management is touching down in Melbourne – and we’re going bigger than ever. Expect local brands, industry leaders and the latest thought leadership, plus the chance to connect with other experience pioneers.
There’ll be sessions to inspire you; to help you ignite your customer and employee experiences programs; and to show how you implement your plans successfully.
Register now to…
- See how local and global brands are using actionable insights from their customer and employee experience programs to drive better business outcomes
- Discover how (and why) businesses need to act more human in the face of intense global challenges
- Learn the latest best in class solutions and technology to help your brand drive closer relationships with customers and employees at scale
- Connect with experience management professionals facing the same challenges as you and have the opportunity to exchange innovative solutions
Agenda
8.30am | Registration, networking and breakfast buffet
9.30am – 11.20am | XM Platform: How AI is powering XM for the frontlines // Ivana Sekanic, Head of Experience Management (XM) Solution Strategy ANZ, Qualtrics
Get a first look at the latest innovations in Experience Management that are helping organisations be more human.
BHP: Mining the connection between candidate experience and long-term productivity // Nathan Wolyniec Principal Organisational Development & Analytics BHP.
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.
Building an integrated engine room for customer obsession // Dr Jarrad Dunning Head of Market Insights Bankwest
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).
11.20am – 11.30am | Event close
Speakers
Nathan Wolyniec // Principal Organisational Development & Analytics, BHP
Nathan is an IO psychologist that has been with BHP for 3.5 years. He has a passion strategy, psychology, and people analytics which has seen him deliver material performance improvements through EX and Candidate X initiatives. As a Principal in Organisational Development & Analytics for BHPs Workforce Strategy team, Nathan has a global remit to drive culture and capability transformation in BHPs quest to unlock the human potential with across its Operations and Functions.
Dr. Jarrad Dunning // Head of Market Insights, Bankwest
With a career spanning over 25 years, Jarrad has held a range of GM, Director and Executive-level leadership positions at both blue-chip global research consulting agencies and client-side companies, including Ipsos, TNS (now Kantar), Tourism Western Australia and Bankwest.
Most recently, Jarrad has held a number of senior roles at Bankwest over the past 8 years where he has been accountable for developing effective and collaborative cross-functional teams that incorporate research, analytics, service design, UX and digital operations. Most notably during this time, Jarrad has led the transformation of Bankwest’s customer research and design programs that are a key catalyst for driving customer insight and obsession across the business.
Jarrad’s academic qualifications include a Bachelor of Commerce (with Honours) and a PhD in the fields of Consumer Experience & Consumer Psychology from the University of WA. He is also a Qualified Practicing Researcher (QPR).
Ivana Sekanic // Head of Experience Management (XM) Solution Strategy ANZ, Qualtrics
A professional who makes a wide organisational contribution by designing and implementing large scale customer experience measurement systems. These systems provide excellent inputs across the organisation, improving decision making, resource allocation and prioritisation to drive superior customer outcomes. Ivana has developed competence in driving transformation business outcomes in a broad range of roles over the last 15 years in the Australian Energy and Financial Services sectors. This experience is enhanced and underpinned with an academic background in Business (double degree in Computing & Business) and postgraduate qualification in Lean/Six Sigma principles.
Passionate about making a difference to a business, Ivana strives in environments that are open to transformation and where her leadership and experience can be applied to drive greater business and customer outcomes.
time
8:30AM – 11:30AM AEDT
location
Westin Room III, The Westin Hotel, 205 Collins St, Melbourne VIC 3000