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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.

Session 1

Making business more human

November 26, 2022 | 8:00 AM AEST

Session 2

XM platform: How AI is powering XM for the frontlines

November 17, 2022 | 8:00 AM AEST

Session 3

Panel: Stewarding change, finding opportunities

November 17, 2022 | 8:00 AM AEST

Session 4

Balancing people experience and impact for sustainable growth

November 17, 2022 | 8:00 AM AEST

Session 5

Reflections of a vanguard: Innovation for good and creating a culture of action

November 17, 2022 | 8:00 AM AEST

Session 6

Thriving during uncertainty: Agility and Empathy

November 17, 2022 | 8:00 AM AEST

Session 7

Xero: Winning the hearts of 3.5 million customers

November 17, 2022 | 8:00 AM AEST

Session 8

Panel: Proving the impact of CX

November 17, 2022 | 8:00 AM AEST

Session 9

Asking less, learning more: Listening deeply at eBay

November 17, 2022 | 8:00 AM AEST

Session 10

New innovation to win every touchpoint

November 17, 2022 | 8:00 AM AEST

Session 11

Making the business case for CX

November 17, 2022 | 8:00 AM AEST

Session 12

BHP: Mining the connection between candidate experience and long-term productivity

November 17, 2022 | 8:00 AM AEST

Session 13

Reimagining people experience at CommBank

November 26, 2022 | 8:00 AM AEST

Session 14

The challenges and technologies redefining employee experience

November 26, 2022 | 8:00 AM AEST

Session 15

Modernising employee experience management

November 26, 2022 | 8:00 AM AEST

Session 16

The five proven steps to embedding EX success in any organisation

November 26, 2022 | 8:00 AM AEST

Session 17

Building an integrated engine room for customer obsession

November 26, 2022 | 8:00 AM AEST

Session 18

Primed for growth: The Airtasker brand transformation journey

November 26, 2022 | 8:00 AM AEST

Session 19

From insights to impact: Best practices for success

November 26, 2022 | 8:00 AM AEST

Session 20

Insights at speed

November 26, 2022 | 8:00 AM AEST

Session 21

Dashboards that bring insights to life and drive action

November 26, 2022 | 8:00 AM AEST

Session 22

Bringing citizens and governments closer

November 26, 2022 | 8:00 AM AEST

Session 23

From little things, big things grow: City of Casey’s VOC transformation

November 26, 2022 | 8:00 AM AEST

Session 24

Evolving employee experience at Queensland Rail for the future

November 26, 2022 | 8:00 AM AEST

Session 25

Customer at the heart through good and bad times

November 26, 2022 | 8:00 AM AEST

Thanks for Registering!



Session 1

Bill McMurray Chief Revenue Officer / Qualtrics

[Keynote] 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.

November 26, 2022 | 8:00 AM AEST

Session 2

Brad Anderson President, Products and Engineering / Qualtrics
Vicky Katsabaris Director, XM Solutions / Qualtrics
Ben Bigelow Senior Manager, VoC / ebay (US)

[Keynote] Qualtrics

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.

November 17, 2022 | 8:00 AM AEST

Session 3

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

[Keynote] Google / Xero / Aware Super

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.

November 17, 2022 | 8:00 AM AEST

Session 4

Sunil Setlur Former Chief People Officer / Gojek | Advisor / GOTO Group | Operating Partner / GoVentures (SG)

[Keynote] GOTO Group / Gojek

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.

November 17, 2022 | 8:00 AM AEST

Session 5

Victor Dominello Former Minister for Customer Service and Digital Government, NSW

[Keynote] Victor Dominello

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.

November 17, 2022 | 8:00 AM AEST

Session 6

Bruce Temkin Head of XM Institute / Qualtrics

[Keynote] Qualtrics XM Institute

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.

November 17, 2022 | 8:00 AM AEST

Session 7

Amanda Bourke General Manager Customer & Market Insights / Xero (NZ)

[Customer Experience] Xero

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.

November 17, 2022 | 8:00 AM AEST

Session 8

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

[Customer Experience] Kantar / AustralianSuper / ebay / Xero

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.

November 17, 2022 | 8:00 AM AEST

Session 9

Ben Bigelow Senior Manager, Voice of Customer / ebay (US)

[Customer Experience] ebay

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.

November 17, 2022 | 8:00 AM AEST

Session 10

Fabrice Martin Chief Product Officer - Customer Experience / Qualtrics

[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.

November 17, 2022 | 8:00 AM AEST

Session 11

Bruce Temkin Head of XM Institute / Qualtrics XM Institute

[Customer Experience] 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.

November 17, 2022 | 8:00 AM AEST

Session 12

Nathan Wolyniec Principal Organisational Development & Analytics / BHP
Amy Rosanowski Deputy Commissioner / Queensland Revenue Office
Sanja Galic Senior Client Partner / Publicis Sapient

[Employee Experience] BHP

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.

November 17, 2022 | 8:00 AM AEST

Session 13

Matthew Hull Executive Manager, Culture & People Experience Insights / Commonwealth Bank of Australia

[Employee Experience] CommBank

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.

November 26, 2022 | 8:00 AM AEST

Session 14

Steve Bennetts Head of ANZ Solutions / Qualtrics
Dr. Crissa Sumner Senior Solutions Strategist, Employee Experience / Qualtrics
Amanda Bourke General Manager Customer & Market Insights / Qualtrics

[Employee Experience] 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.

November 26, 2022 | 8:00 AM AEST

Session 15

Dr. Cecelia Herbert Principal XM Catalyst / Qualtrics XM Institute

[Employee Experience] 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.

November 26, 2022 | 8:00 AM AEST

Session 16

Sam Dawson Co-Founder / Feedback Works

[Employee Experience] 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.

November 26, 2022 | 8:00 AM AEST

Session 17

Dr. Jarrad Dunning Head of Market Insights / Bankwest

[Market Research] 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).

November 26, 2022 | 8:00 AM AEST

Session 18

Angeline Lee Vice President - Brand / Airtasker

[Market Research] 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.

November 26, 2022 | 8:00 AM AEST

Session 19

Ken Choi Head of Strategy & Insights Solutions, APJ / Qualtrics
Dr. Jarrad Dunning Head of Market Insights / Bankwest
Angeline Lee Vice President - Brand / Airtasker

[Market Research] Airtasker / Bankwest

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.

November 26, 2022 | 8:00 AM AEST

Session 20

Ken Choi Head of Strategy & Insights Solutions, APJ / Qualtrics

[Market Research] 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.

November 26, 2022 | 8:00 AM AEST

Session 21

Antonia Calvo Managing Director / ACT-XM
Alasdair Johnston Research Director / ACT-XM

[Market Research] 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.

November 26, 2022 | 8:00 AM AEST

Session 22

Russ Murphy Director Customer Engagement Platforms, Digital.NSW / Department of Customer Service NSW
Phil Bland Global Government Industry Advisor / Qualtrics

[Government] Department of Customer Service NSW / 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.

November 26, 2022 | 8:00 AM AEST

Session 23

Chantelle Hepworth Customer Insights Lead, CX / City of Casey

[Government] 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.

November 26, 2022 | 8:00 AM AEST

Session 24

Mikaela Mayer Manager Strategic People Programs / Queensland Rail

[Government] 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.

November 26, 2022 | 8:00 AM AEST

Session 25

Sharon Bicknell Principal Advisor, Hardship Support Program / Revenue NSW
Amy Rosanowski Deputy Commissioner / Queensland Revenue Office
Sanja Galic Senior Client Partner / Publicis Sapient

[Government] Revenue NSW / Queensland Revenue Office / NZ Inland Revenue / 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.

November 26, 2022 | 8:00 AM AEST