If we could boil down to one impactful strategy when it comes to building high-performing, thriving and innovative organisations, what would it be? Experience Management (XM).

Within the workplace and in the marketplace, experiences make it or break it for the people involved which includes both employees and customers. This is not surprising because, since the pandemic, organisations have had to face a number of challenges that included keeping up with the evolving customer demands, employee expectations and the changing macro-economic contexts. For instance, when building relationships became confined to the digital space, undoubtedly the experiences designed through technology empowered businesses to keep the momentum going. 

The legacy of that adaptation and transformation remains, as we find ourselves in the ‘Experience Economy’, where we have to strike a balance in our approach towards employees and customers to ensure maximum business impact. Leaders indeed must step up to deliver experience breakthroughs across their work culture, customer service, and brand strategies in the business and even in public and education sectors. 

And so, at Australia’s biggest Experience Management event, X4 on Tour, Qualtrics brings you the exclusive opportunity to get insights from innovators, industry leaders and big-name brands who will share how they grew their businesses by creating exceptional experiences in the market. With exciting breakout sessions divided across four critical tracks here’s a sneak peek of what’s waiting for you!

Learn from the world’s best customer experience (CX) leaders

Panel Discussion on ‘Proving the impact of CX’:  Join Maree Taylor of Kantar, Amanda Bourke of Xero, Ben Bigelow of eBay, and Jo Pizzey of AustralianSuper to explore the challenges of driving internal momentum and navigating the disconnect between customer outcomes and business outcomes. Here you get to find out how to address today’s turbulence, prove the impact of CX to the Board and more.

New innovation to win every touchpoint: Fabrice Martin of Qualtrics is all set to level up your CX by sharing critical insights on leveraging AI to embed customer-centric operating models. If you’re looking to listen deeply and empower all your teams to act on things that matter in the moment, then this is the session for you! 

HR Leaders on what it takes to elevate employee experience (EX)

BHP: Mining the connection between candidate experience and long-term productivity: Nathan Wolyneic of BHP shares key takeaways on how their organisation prioritised actionable candidate experience insights to reduce new hire failure rates, fortify its employer brand, protect its corporate reputation, drive productivity and profitability and more. 

The five proven steps to embedding EX success in any organisation: Drawing on his 25 years in employee experience measurement for hundreds of organisations globally, Sam Dawson of Feedback Works is all set to outline how employee experience surveys can really make a difference when driven by an EX roadmap, targeted metrics and drawing out actionable insights for the leadership. 

Experts in brand, research and insights will empower you to drive outcomes

From insights to impact: Best practices for success: In this thought-provoking panel discussion, Ken Choi of Qualtrics, Dr. Jarras Dunning of Bankwest and Angeline Lee of Airtasker share valuable insights on demonstrating ROI and getting program buy-in, fostering a culture of data-centricity, and driving insights throughout the organisation.

Dashboards that bring insights to life and drive action: Antonia Calvo and Alasdair Johnston of ACT-XM highlight the value of structurally planned dashboards and how they can be leveraged to derive actionable insights and drive meaningful practices and action at your enterprise. 

Public sector innovators on transforming their organisations with XM

From little things, big things grow: City of Casey’s CX transformation: In this session, Chantelle Hepworth of the City of Casey outlines how the VoC (Voice of the Customer) program is serving the needs of the community more efficiently, transforming its operations, embedding data in decision-making and inspiring a deep culture of customer-centricity.

Evolving employee experience at Queensland Rail for the future: Mikaela Mayer of Queensland Rail talks about how they are all set for an exciting future including the Brisbane 2032 Olympics. Join this session to know more about how QR is strategically uplifting employee experience to ensure their people are connected, capable and engaged.

And there are plenty more sessions awaiting across these CX, EX, brand and insights and public sector tracks. If that isn’t enough, at their exciting Education Networking Lunch, you get to learn more about how leading education establishments are shifting to an experience-first operating model that benefits staff, students, parents, and everyone in between.

Across domains, experience management is becoming increasingly critical to winning and achieving excellence. If you’re all set to get inspired and drive organisational transformation, join us at X4 on Tour. Register now and be a part of an unforgettable experience this 18 May at ICC Sydney, Australia. Together we’ll unlock the power of experience breakthroughs!