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.

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.

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.

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.

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.

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.

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.

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.

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.