Name: Trends shaping the consumer experience in 2023
Start: 2023-08-06T23:09:00Z
End: 2023-08-06T23:09:36.000Z
Location: BrightTALK
Rating: 0

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

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

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

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

Customer Experience

Consumerization

Customer Care

Customer Data

Customer Engagement

Customer Loyalty

Customer Service

Customer Success

Customer Journey

Analyst

Modern human resources professionals are charged with not only the recruitment of talent, but also retention, satisfaction and management. They also support the training, assessment and compensation aspects of employee management. Join this community to connect with thought leaders and learn about trends in benefits, compensation and talent management. Stay ahead of the curve to attract and retain top talent and strengthen organizational leadership and culture.

HR Strategy

Human resources is intrinsically linked to business success and requires a thoughtful balance of a variety of complex issues. The human resources community on BrightTALK is made up of thousands of professionals in human resources exchanging human resources best practices and advice. Watch hundreds of on-demand webinars for immediate information or participate in upcoming live webinars and have your questions answered by respected HR thought leaders.

Human Resources

In this SaaS and subscription economy, the key to success is customer success. This is much easier said than done as client ecosystems are constantly evolving and their needs and aptitudes vary. Join this community to engage with leaders who are prioritizing and pioneering customer success by helping clients maximize ROI, inspiring account growth and strong client retention.

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Sales

Get powerful insights to run your business. CEOs, CFOs, CMOs, COOs, CTOs and CIOs are among the leaders in this community who connect with peers and experts to grow their businesses.

CxO Strategy

In the business management community, commercial experts will be sharing webinars and videos on an array of subjects. From sales and marketing, to finance, productivity and growth, this content will help you stay up-to-date with the current economic environment and provide timely management insight to drive business growth.

Trends shaping the consumer experience in 2023

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