THURSDAY, 18 MAY 2023
8AM / ICC SYDNEY / Sydney, Australia

Xero: Winning the hearts of 3.5 million customers

• Amanda Bourke, Xero

For a brand that’s loved by its 3.5 million customers, how does one build the case for CX transformation? Learn how Xero connected customer advocacy with the commercials to gain executive engagement and instigate CX transformation. And how they’re looking to use NPS drivers combined with operational and brand insights to orientate decision-making and product roadmaps.

New innovation to win every touchpoint

• Fabrice Martin, Qualtrics

Learn how the latest technologies and AI can embed new customer-centric operating models across the organisation. Helping you listen across broader channels, better surface customer frictions, and empower your teams (from the frontline to the back office) to act on the things that matter, in the moment.

Making the business case for CX

• Bruce Temkin, Qualtrics

This session will cover the pragmatic steps you can take to determine and demonstrate the value of a CX program, enabling you to secure executive buy-in and drive internal momentum. Bruce will also discuss strategies for sustaining investments in CX efforts to ensure long-term success. You’ll be equipped with the tools you need to lead CX transformation and drive success.

Panel: Proving the impact of CX

• Maree Taylor, Kantar
• Jo Pizzey, AustralianSuper
• Amanda Bourke, Xero
• Ben Bigelow, ebay

When it comes to getting CX program buy-in, the biggest question to answer is often: What’s the business impact? Join Kantar’s Head of CX Maree Taylor together with experts from Xero, ebay, and AustralianSuper to explore the challenges of driving internal momentum and how to navigate the disconnect between Customer Outcomes and Business Outcomes. They will share insights and actions to address today’s turbulent environment and offer advice on how to prove the impact of CX to the Board.

Asking less, learning more: Listening deeply at eBay

• Ben Bigelow, ebay

Hear how eBay is maturing their Voice of Customer program to listen beyond customer feedbacks to unearth richer insights. Ben will also cover how they’ve automated actions to empower their frontlines, and how they are distributing insight throughout the organisation.

BHP: Mining the connection between candidate experience and long-term productivity

• Nathan Wolyniec, 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.

Reimagining people experience at CommBank

• Matthew Hull, Commonwealth Bank of Australia

Amid economic uncertainties and changing customer expectations, the strategic role of HR is continuing to evolve. Hear how CommBank is shifting its people experience model to align culture and people listening with other behavioural, operational and experience data to uncover new business insights.

Modernising employee experience management

• Dr. Cecelia Herbert, Qualtrics

Traditional EX programs deliver great value, but are they evolving fast enough? Join Dr Herbert as we explore the features and practices of modern EX management that drive enterprise-wide transformation.

The five proven steps to embedding EX success in any organisation

• Sam Dawson, Feedback Works

Drawing on his 25 years in employee experience measurement for hundreds of organisations all around the world, Sam will show the five key steps that successful organisations can take to ensure employee experience surveys really make a difference. He will explain how through a simple process, organisations can set an EX roadmap, know when and how to measure, create insight for leaders and drive lasting and meaningful change from results.

Building an integrated engine room for customer obsession

• Dr. Jarrad Dunning, 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).

Primed for growth: The Airtasker brand transformation journey

• Angeline Lee, Airtasker

How can your brand unite teams and be a strategic lever for growth? Hear how Airtasker used data to guide its brand transformation, and how it rallied the entire organisation, resulting in a new, bold brand identity to future proof its success. In the process creating a data-driven culture in the marketing team and beyond.

Insights at speed

• Ken Choi, Qualtrics

Join Qualtrics experts to explore new technologies and approaches for advanced research that can help you design products that people love, influence strategic business and marketing decisions, and accelerate growth.

From insights to impact: Best practices for success

• Ken Choi, Qualtrics
• Dr. Jarrad Dunning, Bankwest
• Angeline Lee, Airtasker

Join a thought-provoking panel discussion as we explore the future state of research and insights, including the role of emerging technologies and the changing landscape of the insights industry. Our panelists will share valuable advice on demonstrating ROI and getting program buy-in, how they’ve fostered a culture of data-centricity, and driving insights throughout the organization.

Dashboards that bring insights to life and drive action

• Antonia Calvo, ACT-XM
• Alasdair Johnston, ACT-XM

Vital insights are regularly lost to organisations because they are not communicated and disseminated in a timely, meaningful way.

In this session, Act XM will take you through how it helps its clients create ‘best-in-class’ dashboards following a structured planning process. Our session will showcase how dashboards can be used to bring life to insights and drive action in your organisation.

From little things, big things grow: City of Casey’s CX transformation

• Chantelle Hepworth, City of Casey

From clearing trees to managing community facilities, local councils deliver on hundreds of thousands of different service requests every year. Learn how City of Casey’s VoC program transformation is helping it serve the needs of the community more efficiently, transform its operations, embed data in decision-making and inspire a deep culture of customer-centricity.

Bringing citizens and governments closer

• Russ Murphy, Department of Customer Service NSW
• Phil Bland, Qualtrics

Learn how leading public sector organisations are transforming the way they operate by listening closely to the experiences, ideas and perceptions of citizens and employees and embedding a culture of action. Explore how experience management in government has evolved and predictions on the future state.

Evolving employee experience at Queensland Rail for the future

• Mikaela Mayer, Queensland Rail

Queensland Rail is getting set for an exciting future including the Brisbane 2032 Olympics. Join us to hear more about how QR is strategically uplifting employee experience to ensure its people are connected, capable and engaged.

Customer at the heart through good and bad times

• Sharon Bicknell, Revenue NSW
• Sanja Galic, Publicis Sapient

Collecting revenue from citizens is no easy task. In this session, hear how senior leaders and designers use revenue systems as a key indicator when reinventing policies and processes in government. We’ll also explore how behavioural insights are utilised beyond collecting fines, and how relentless customer focus and best practice design could help drive generational change and personal safety for people going through financial hardships.