Name: Moving Your CX Program Upstream
Start: 2023-08-07T03:51:00Z
End: 2023-08-07T03:51:22.000Z
Location: BrightTALK
Rating: 5

Practical insights and expert guidance on delivering greater customer and employee experiences. To help you win customers, rally employees and build enduring brands that accelerate growth. 

  

The volume of unstructured data in the world is growing rapidly – 80% of customer data will be unstructured by 2025, according to IDC. Yet most companies are unable to take advantage of the goldmine of untapped customer insights from conversations and interactions with the unique signals they provide into sentiment, effort, and emotion.

So where should you begin? Join this session to hear from Vicky Katsabaris, Qualtrics’ Director of XM Solutions – APJ, Marianne Pierce, Hesta’s Member Experience lead and featured guest Riccardo Pasto from Forrester on how to evolve your CX program.

Learn how to:
- Make it real – Understand the types of feedback, their use cases, and the value they provide across your organisation
- Get started – Leverage a simple framework for defining a CX listening strategy that combines solicited and unsolicited feedback for deeper journey understanding
- Acquire buy in – Hear how to get your boss onboard and build champions across the organisation

The power of omnichannel insights to drive change

Join us as we dive deep into the comprehensive findings of our 2023 Global Consumer Trends Report — a study of 33,000+ people from around the world.

During this session, experts Dr Cecelia Herbert (Principal XM Catalyst, Qualtrics XM Institute) and Belinda Ochynski (CX Solution Strategist, Qualtrics) will reveal empirical insights into what Asia Pacific consumers will expect in 2023, what businesses need to do to win their loyalty, and provide practical guidance on how to best meet these changing needs.

Using the latest global research, Cecelia & Belinda will:
- Discuss the importance of listening to consumers and humanising interactions
- Discuss the impact of good and bad CX in 2023
- Reveal how organisations in Asia Pacific can adapt to meet changing customer needs

Trends shaping the consumer experience in 2023

In a time of ongoing change, HR practitioners may be wondering – what’s happening in organisations that are successfully transitioning from traditional employee listening, towards modern Employee Experience Management?  What are some simple, but effective practice innovations that drive enterprise-wide transformation? Join our Employee Experience experts who will share a helpful framework and practical tips on how to rip up the traditional playbook of employee listening, and deliver impactful programs that holistically connect with employee journeys through continuous listening and actionable intelligence.  

GUEST: 

Dr Cecelia Herbert PsyD., XMP
Principal Catalyst, Qualtrics XM Institute

Listening in Disruption: Five ways to modernise employee experience management

Episode 1: 
Your managers play a pivotal role in the employee experience and influence almost every key driver of employee engagement. In an ever-evolving world of work where employees are expected to do more with less, how can HR empower managers to proactively intervene with data-driven decisions in the moments that matter? In this session, our Employee Experience experts will share practical tools and frameworks that organisations can leverage to empower managers to feel engaged in the workplace, and be driven to create a culture of action that closes critical experiences gaps in times of change.

Speakers:
Steve Bennetts
Head of ANZ Solutions
Qualtrics 

Lauren Huntington
Head of Solution Strategy SEA
Qualtrics 
 
Ben Granger, PhD, XMP
Chief Workplace Psychologist and Head of EX Advisory Services, Qualtrics

Listening in Disruption: Empower your managers in an ever-evolving world of work

How to proactively prevent customer experience problems

Every year, $4.7 trillion is lost to the economy due to bad customer experiences — but what if you could prevent them?

Hear from Chris Preston, SVP Global Marketing Operations at Flight Centre Travel Group, on how he’s delivering a global, scalable customer insights program to systematically improve customer experiences and seize the next growth opportunity in travel.

What you’ll learn from this session:
- How to prevent customer escalations by thinking upstream
- Practical tips on rallying internal CX momentum and implementing a global VoC program from a Senior VP at Flight Centre
- The latest CX innovations from Qualtrics and the best ways to use them to proactively prevent customer problems

Moving Your CX Program Upstream

Customer Experience

Consumerization

Customer Care

Customer Data

Customer Engagement

Customer Loyalty

Customer Service

Customer Success

Customer Journey

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Moving Your CX Program Upstream

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