15 March, 2023 | The Crown Towers, Sydney
Make sure to get 2023 off to a great start. Join us at XI Forum to hear from the leading CX experts in Australia and New Zealand as they share insights into their own programs and leave you with practical takeaways to kick-start your year.
Agenda
Join a line up of award-winning speakers from some of the world's most renowned brands
9:15am

MAIN STAGE
Humanising Customer Experience at Scale: Striking the Right Balance with Emerging Technologies
Sandeep Garg, Chief Product Officer at InMoment
InMoment’s Chief Product Officer, Sandeep Garg, will tackle the evolution of CX and the role that the latest and greatest technology is playing within it. This session is designed to explore what the intersection between emerging technologies and what it means for customer experience and how companies like yours can leverage ChatGPT, predictive simulations, AI-based intent models (and more!) to humanise experiences for their customers.
9:45am

MAIN STAGE
Fonterra's Journey to Organisation-Wide CX Focus
Roshena De Leon, Voice of Customer (VoC) Program Manager at Fonterra
Two years ago, Fonterra shifted its focus to an "outside-in" view using customer insights to deliver improved experiences and drive organisational change. What started with the passion of a small team has transformed into CX accountability across their global business. Through embedding an integrated experience program, Roshena will share with delegates her experience driving CX collaboration across teams, using simple frameworks to drive sustainable change.
10:15am

MAIN STAGE
From Program Design to Expansion: A Cross-Regional Approach to Customer Experience
Jason Katsambiris, Voice of the Customer Global Program Manager at Aesop
Customer engagement is the ultimate goal for many organisations. But no two customers have equal needs, wants or desires—and when your customers span multiple geographies, your CX program has to overcome the complexity of understanding culturally and linguistically diverse audiences, affecting organisational change globally and CX improvements locally. In this presentation, Aesops' Voice Customer Program Manager, Jason Katsambiris, will take delegates through what it takes to run a global VoC program across different languages, cultures, and markets— designing a program that ingests and makes sense of linguistically dispersed customer signals to enable customer engagement at scale.
11:20am

MAIN STAGE
Three Tips For Building an Award-Winning CX Program
Josh Marans, Director of Experience Improvement at InMoment
Taking your experience program from the early stages to “award-winning” takes years of experience, dozens of experts, and massive investments, right? Nope! Reframe your mindset and implement these three practical tips that helped Josh Marans, InMoment’s Director of Experience Improvement, build a program that customers, employees—and even executives—love.
11:50am

MAIN STAGE
Behind-the-Scenes of legalsuper's Award-Winning Initiative to Unlock Customer Data
Eslam Afifi, Data, Insights and CX Manager at legalsuper
The legalsuper team turned member experience on its head using customer data at the helm. Data, Insights and CX Manager Eslam Afifi has designed this session to help you understand the "why" behind your program, and the challenges that legalsuper overcame to build an award-winning experience improvement program.
1:25pm

Workshop
How to Integrate Your CX Program Business-Wide With a Unique Brand Identity
Katie Bogg, Customer Experience and Insights Manager at Commonwealth Super Corporation
What is the story behind your CX program? Does it have an identity, a brand, and a compass guiding its direction? Commonwealth Super Corporation's Katie Bogg will be guiding you through a hands-on workshop to discover your experience program's unique brand identity, who will be your program advocates, and how to spread an engaging and inspiring story across your organisation. Learn how to get your program noticed from frontline employees, buy-in from C-suite executives, gain momentum for customer-led initiatives, and anchor your program around an elevator pitch for experience improvement success.
3:00pm

MAIN STAGE
Loyalty in Uncertain Times: A Guide to Building Trust and Resilience
Paul Smith, Global Marketing Director, Bain & Company
In an era of rapid digital transformation and multiple global crisis, the importance of establishing and maintaining loyal customer relationships is more critical than ever. NPSx by Bain & Company will present best practices from leading companies across the world that have adapted their strategies and developed tactics to ensure future business success in a changing world.
3:30pm

MAIN STAGE
The Craveable Brands Journey Toward A Company-Wide Shift Toward Customer Centric Culture
Deborah Ruka, Head Of Operations (Oporto), Craveable Brands
Last year, Craveable Brands talked about launching a national VoC program at a time when they rarely saw customers face to face. This year, we're talking about our company-wide motion towards customer centricity, which means improving experiences one challenge at a time. Deborah Ruka, Head of Operations, will take delegates on a journey of how Oporto, Red Rooster, and Chicken Treat are shifting their culture toward customer centricity, and the wins they've had as a result.
4:00pm

MAIN STAGE
How to Align CX + EX For Organisational Success
Scott Wilson, National Customer Experience and Marketing Manager and Jake Barker, HR Business Partner – Downer NZ
Downer NZ has historically focused on understanding their B2B customer experiences (VoC), while at the same time also understanding their employee experience (VoE)—however, the two programs were not linked. Downer NZ realised that the two programs have more power for insights and shifting experiences if they linked and evolved them together through a modern integration of both customer and employee experience improvement. Scott Wilson and Jake Barker will teach you how the CX and EX teams work together to make experiences better for both customers AND employees.

The Art of Integrated CX
On March 15th, we’ll be uniting experience improvement professionals who’ll share how to move beyond a siloed view of the world to find creative new ways of connecting data, people and decisions—aligning organisations around one revolutionary goal: experience improvement.
Join an award-winning lineup of CX professionals to accelerate your program growth by learning from their stories and discovering how they overcame challenges faced across the industry.
By attending XI Forum, you’ll discover an integrated approach to experience improvement that will enable better experiences for your customers and employees and drive measurable business outcomes for your organisation.
Why Attend?





One conference, hundreds of applicable takeaways
The XI Forum is jam-packed with hands-on demonstrations, workshops and interactive opportunities to help you get real value and applicable knowledge. Some of the topics covered include:
- CX program design
- Program branding
- Journey mapping
- Culture-building and customer centricity
- ROI demonstration
Discover resources, case studies, frameworks and methodologies to apply to your own CX program from day one.

Moments
Don’t take our word for it. Hundreds of CX leaders experienced the XI Forum 2022, here is what they say…

What Are the Event Details?
Wednesday, 15 March, 2023
Crown Towers, Sydney, Australia
Conference: 8:30am-5pm
Spectacular Harbour Cruise (SOLD OUT):
5pm-8pm
Spectacular Sydney Harbour Cruise (SOLD OUT)
After the conference, you’re invited to join us for a dinner cruise around Sydney harbour. The all-glass dining deck and open-air Sky Deck will offer spectacular views of the city—an experience to remember!
