Employee Experience Masterclass

Agenda

9am  |  Registration & Networking Breakfast 

9.30am – 12.30pm |  Retaining employees in the Experience Economy: Mastering action on employee feedback

This session delves into the crucial relationship between providing a positive employee experience and retaining staff in today’s experience-driven economy. It emphasises the importance of a robust feedback system as a tool for business growth, detailing how to collect, analyse, and act upon employee feedback effectively. The session provides best practices for establishing trustworthy feedback mechanisms and encourages maximising participation and transparency. It also explores the use of AI in processing feedback data and setting priorities, as well as how to transform feedback into strategic actions. Finally, the session focuses on fostering a culture that values continuous engagement and feedback, and it concludes with a wrap-up of key takeaways and an interactive Q&A segment for further discussion and networking.

12.30pm – 2pm – Networking Lunch

2pm – 5pm |  Building your XM business case

The continued success of your experience programs relies on demonstrating the organisational value created by these investments. But here’s the catch: even if your employees and customers are happier as a result of your work, it can be difficult to effectively quantify or communicate the enormous ROI of experience management.

Now’s the time to change all that. During this highly-interactive masterclass crafted by experts from the Qualtrics XM Institute, you will discover how to construct your business case for experience management.

This practical, in-person masterclass will enable you to:

• Define and communicate the value of CX and EX programs


• Develop personalised action plans through guided interactive exercises


• Build a compelling business case for your XM program


• Interact with other XM professionals and XM Institute faculty

Key Speakers

Lauren Huntington, Head of Employee Strategy Asia Qualtrics

Lauren is a seasoned organizational psychologist with over 15 years of experience partnering with change makers up to C-suite across diverse industries to enhance human capital strategies. She has held roles at SHL (including during its ownership by CEB and Gartner) and Deloitte Human Capital Consulting, in addition to internal specialist and HR leadership positions. Lauren’s career has spanned continents, starting in Africa and now based in Singapore since 2018, allowing her to provide reflections on cultural nuances across numerous geographies. Her expertise lies in the convergence of human capital and technology – focusing on employee experience, talent management, organizational design, and change management in the digital era. Lauren holds dual cum laude Master’s degrees, the first in Organizational Psychology and the second in Innovation Studies from a leading business school.

Dr Cecelia Herbert, Principal Behavioural Scientist at Qualtrics XM Institute

Cecelia is a Doctor of Organisational Psychology with a career as a practitioner, academic, and consultant that spans more than two decades. After years as a senior leader in employee engagement & DEI at Google, she joined Qualtrics in 2019 to establish and lead Employee Experience Advisory Services in Asia Pacific, partnering with organisations across the globe to design, mature, and grow their experience management programs. As part of the global XM Institute team, Dr Herbert is focused on building a thriving community of Experience Management professionals, who are empowered and inspired to radically improve human experiences.