XM Knowledge Base
X4 on Tour Sydney 2023, on-demand
Access practical insights and expert guidance from this full collection of recordings at Australia's largest experience management summit.
Learn from the best in the business about how to design a new XM operating model that delights customers and employees, creates and maintains deep-rooted connections through experience, and drives down costs across the business.
Bill McMurray Chief Revenue Officer / Qualtrics
Making business more human
Bill McMurray Chief Revenue Officer / Qualtrics
Learn why the future of experience management relies on organisations being able to make real, emotional connections at scale. And the tools you'll need to deliver the right experience, on every channel, every time.
Brad Anderson President, Products and Engineering / Qualtrics
Vicky Katsabaris Director, XM Solutions / Qualtrics
Ben Bigelow Senior Manager, VoC / ebay (US)
XM platform: How AI is powering XM for the frontlines
Brad Anderson President, Products and Engineering / Qualtrics
Vicky Katsabaris Director, XM Solutions / Qualtrics
Ben Bigelow Senior Manager, VoC / ebay (US)
Get a first look at the latest innovations in Experience Management that are helping organisations be more human.
Donna Vacondios Director, Employee Relations APAC / Google
James Kyd Executive General Manager, Brand & Marketing / Xero (NZ)
Nicola Smith Head of Member Experience / Aware Super
Brigid Archibald Managing Director, APJ / Qualtrics
Panel: Stewarding change, finding opportunities
Donna Vacondios Director, Employee Relations APAC / Google
James Kyd Executive General Manager, Brand & Marketing / Xero (NZ)
Nicola Smith Head of Member Experience / Aware Super
Brigid Archibald Managing Director, APJ / Qualtrics
Hard challenges demand that we embrace uncertainties. Join in this conversation with senior leaders as we learn about their playbooks for navigating tumultuous times. From forming more authentic partnerships with employees, harnessing the power of brand, through to redefining customer relationships with deeper empathy.
Sunil Setlur Former Chief People Officer / Gojek | Advisor / GOTO Group | Operating Partner / GoVentures (SG)
Balancing people experience and impact for sustainable growth
Sunil Setlur Former Chief People Officer / Gojek | Advisor / GOTO Group | Operating Partner / GoVentures (SG)
In tough times, organisations often reprioritise to focus more on profitability, efficiencies or defending market share. Sunil will share his perspective on why organisations should balance investments in its people with market demands in order to drive long-term, sustainable impact.
Victor Dominello Former Minister for Customer Service and Digital Government, NSW
Reflections of a vanguard: Innovation for good and creating a culture of action
Victor Dominello Former Minister for Customer Service and Digital Government, NSW
Reformer. Innovator. Trailblazer. Deserving monikers for Mr Victor Dominello, the first Minister for Customer Service in the world, whose career has seen him leading major transformations that remove frictions for citizens. From the Service NSW app that today offers 1,000 government services through a single front door, to the digital drivers licence and more - hear Mr Dominello’s reflections on his achievements, the importance of experience-centricity, driving a culture of action and his predictions on the future of government.
Bruce Temkin Head of XM Institute / Qualtrics
Thriving during uncertainty: Agility and Empathy
Bruce Temkin Head of XM Institute / Qualtrics
To thrive in today’s environment, you need both agility and empathy. Join industry visionary Bruce Temkin to learn how you can tap into Experience Management to build resilience and outpace your competitors during fast-changing times.
Amanda Bourke General Manager Customer & Market Insights / Xero (NZ)
Xero: Winning the hearts of 3.5 million customers
Amanda Bourke General Manager Customer & Market Insights / Xero (NZ)
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.
Maree Taylor Head of CX / Kantar
Jo Pizzey Senior Manager, Voice of Customer / AustralianSuper
Amanda Bourke General Manager Customer & Market Insights / Xero
Ben Bigelow Senior Manager, Voice of Customer / ebay
Panel: Proving the impact of CX
Maree Taylor Head of CX / Kantar
Jo Pizzey Senior Manager, Voice of Customer / AustralianSuper
Amanda Bourke General Manager Customer & Market Insights / Xero
Ben Bigelow Senior Manager, Voice of Customer / 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.
Ben Bigelow Senior Manager, Voice of Customer / ebay (US)
Asking less, learning more: Listening deeply at eBay
Ben Bigelow Senior Manager, Voice of Customer / ebay (US)
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.
Fabrice Martin Chief Product Officer - Customer Experience / Qualtrics
New innovation to win every touchpoint
Fabrice Martin Chief Product Officer - Customer Experience / 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.
Bruce Temkin Head of XM Institute / Qualtrics XM Institute
Making the business case for CX
Bruce Temkin Head of XM Institute / Qualtrics XM Institute
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.
Nathan Wolyniec Principal Organisational Development & Analytics / BHP
Amy Rosanowski Deputy Commissioner / Queensland Revenue Office
Sanja Galic Senior Client Partner / Publicis Sapient
BHP: Mining the connection between candidate experience and long-term productivity
Nathan Wolyniec Principal Organisational Development & Analytics / BHP
Amy Rosanowski Deputy Commissioner / Queensland Revenue Office
Sanja Galic Senior Client Partner / Publicis Sapient
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.
Matthew Hull Executive Manager, Culture & People Experience Insights / Commonwealth Bank of Australia
Reimagining people experience at CommBank
Matthew Hull Executive Manager, Culture & People Experience Insights / 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.
Steve Bennetts Head of ANZ Solutions / Qualtrics
Dr. Crissa Sumner Senior Solutions Strategist, Employee Experience / Qualtrics
Amanda Bourke General Manager Customer & Market Insights / Qualtrics
The challenges and technologies redefining employee experience
Steve Bennetts Head of ANZ Solutions / Qualtrics
Dr. Crissa Sumner Senior Solutions Strategist, Employee Experience / Qualtrics
Amanda Bourke General Manager Customer & Market Insights / Qualtrics
From the greatest challenges to the technologies transforming employee experience in 2023, join us as we highlight the way forward.
Dr. Cecelia Herbert Principal XM Catalyst / Qualtrics XM Institute
Modernising employee experience management
Dr. Cecelia Herbert Principal XM Catalyst / Qualtrics XM Institute
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.
Sam Dawson Co-Founder / Feedback Works
The five proven steps to embedding EX success in any organisation
Sam Dawson Co-Founder / 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.
Dr. Jarrad Dunning Head of Market Insights / Bankwest
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).
Angeline Lee Vice President - Brand / Airtasker
Primed for growth: The Airtasker brand transformation journey
Angeline Lee Vice President - Brand / 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.
Ken Choi Head of Strategy & Insights Solutions, APJ / Qualtrics
Dr. Jarrad Dunning Head of Market Insights / Bankwest
Angeline Lee Vice President - Brand / Airtasker
From insights to impact: Best practices for success
Ken Choi Head of Strategy & Insights Solutions, APJ / Qualtrics
Dr. Jarrad Dunning Head of Market Insights / Bankwest
Angeline Lee Vice President - Brand / 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.
Ken Choi Head of Strategy & Insights Solutions, APJ / Qualtrics
Insights at speed
Ken Choi Head of Strategy & Insights Solutions, APJ / 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.
Antonia Calvo Managing Director / ACT-XM
Alasdair Johnston Research Director / ACT-XM
Dashboards that bring insights to life and drive action
Antonia Calvo Managing Director / ACT-XM
Alasdair Johnston Research Director / 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.
Russ Murphy Director Customer Engagement Platforms, Digital.NSW / Department of Customer Service NSW
Phil Bland Global Government Industry Advisor / Qualtrics
Bringing citizens and governments closer
Russ Murphy Director Customer Engagement Platforms, Digital.NSW / Department of Customer Service NSW
Phil Bland Global Government Industry Advisor / 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.
Chantelle Hepworth Customer Insights Lead, CX / City of Casey
From little things, big things grow: City of Casey’s VOC transformation
Chantelle Hepworth Customer Insights Lead, CX / 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.
Mikaela Mayer Manager Strategic People Programs / Queensland Rail
Evolving employee experience at Queensland Rail for the future
Mikaela Mayer Manager Strategic People Programs / 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.
Sharon Bicknell Principal Advisor, Hardship Support Program / Revenue NSW
Amy Rosanowski Deputy Commissioner / Queensland Revenue Office
Sanja Galic Senior Client Partner / Publicis Sapient
Customer at the heart through good and bad times
Sharon Bicknell Principal Advisor, Hardship Support Program / Revenue NSW
Amy Rosanowski Deputy Commissioner / Queensland Revenue Office
Sanja Galic Senior Client Partner / 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.