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Customer Experience:
From Theory to Practice

Gain a unique perspective on CX thought leadership. Hear real-life examples from brands that have cracked the code, along with practical tips that can be used to improve any CX program. Register today for this exclusive opportunity to learn from customer experience masters.

Session 1

(Kick)Starting a CX Program

July 25, 2019 | 11:00 AM AEST

Session 2

6 Competencies of a Successful CX Program

August 1, 2019 | 11:00 AM AEST

Session 6

Bring Voice of the Customer to Life with a Customer-Centric Culture

August 29, 2019 | 11:00 AM AEST

Thanks for Registering!


Customer Experience:
From Theory to Practice

Learn how to launch a CX program that’ll take your business from ‘Meh’ to ‘WOW!”


Session 1

(Kick)Starting a CX Program

Bruce Temkin Head of the Qualtrics XM Institute

Qualtrics XM Institute

(Kick)Starting a CX Program

Bruce Temkin Head of the Qualtrics XM Institute

Implementing a great CX program takes careful planning and intentional design. Join Bruce Temkin as he teaches how to build a robust CX program, explores the trends that prove how important CX has become, and shares 3 recommendations for getting your CX program on the right track.

July 25, 2019 | 11:00 AM AEST

Session 2

6 Competencies of a Successful CX Program

Aimee Lucas Senior Principal Analyst

Qualtrics XM Institute

6 Competencies of a Successful CX Program

Aimee Lucas Senior Principal Analyst

Great customer experiences are carefully designed, not accidental. Join Sr. Principal Analyst Aimee Lucas to find out the competencies and actions needed to design and deliver world-class customer experiences. From program leadership and activating the organisation to the tools you need to build your skills, you’ll have everything you need to develop a CX program that delivers unmistakable value.

August 1, 2019 | 11:00 AM AEST

Session 6

Bring Voice of the Customer to Life

Fernando F. Vejar Director of Customer Listening

American Express

Bring Voice of the Customer to Life with a Customer-Centric Culture

Fernando F. Vejar Director of Customer Listening

American Express is known for its superior customer service — this didn't happen by accident. To be truly customer-centric you need to empower people at all levels of your organisation to listen to the customer and act on insights. Find out how American Express built a world-class customer culture by using a broad spectrum of approaches from empowering employees to capturing and acting on customer insights.

August 29, 2019 | 11:00 AM AEST