CX Sydney

April 30  |  Live Virtual Experience


Apr 30
  • 9:00 am – 10:20 am AETPart One: Featuring Keynotes and Breakouts
  • 10:20 am – 10:40 am AETBreak
  • 10:40 am – 11:40 am AETPart Two: Featuring Breakouts and Case Studies
  • 11:40 am – 12:10 pm AETLunch Break
  • 12:10 pm – 1:30 pm AETPart Three: Featuring Keynotes and Breakouts

Thursday Apr 30

9:15 am – 9:30 am AET

Opening Remarks: Lead With Experience

Leading with experience means excelling at delivering a seamless customer journey that feels authentic, engaging and connected. In this session Michael will identify the key steps leading firms take to operationalise CX, enable great employee experiences and provide true value to customers.

Michael Barnes, VP, Research Director, Forrester

9:30 am – 9:55 am AET

Reinvent CX

CX pros work hard but too often end up optimizing experiences on the fringes. In order to best serve their customers, they must help their organizations shift to a focus on providing value to customers. This session will show attendees why this change is urgent as well as introduce the right way to think about value for customer.

Maxie Schmidt, VP, Principal Analyst, Forrester

9:55 am – 10:20 am AET

PandemicEX: The Employee Experience Of Coronavirus

What is the employee experience (EX) of a pandemic? Companies are making plans and governments are tracking the spread of the virus, but who is listening to the voice of the employees? James will share insights from Forrester’s global #pandemicEX survey.

James L. McQuivey, PhD, VP, Research Director, Forrester

10:20 am – 10:40 am AET

Breakout Sessions

Kicking off multi-program tracks that will take an in-depth exploration of key issues and challenges, and will define new best practices from CX professionals.

Choose from:

Well-Intentioned But Misguided: The State Of EX

With CX flatlining in most regions globally, firms are looking inwards to leverage employees in the hope of improving CX. Yet, despite the interest and efforts in employee experience, the proverbial pot of gold stays out of reach for many. This session explores reasons why this happens, and what firms can do to create and deliver EX that actually drives better CX.

Amit Bhatia, Senior Analyst, Forrester

Three Legs Of Stable CX: Lessons In Cohesive Technology Leadership For The CMO, CCO and CIO

Strained relationships between leaders in Marketing, Customer Experience and Technology isn’t just bad for moral – it has a material impact on CX. Indeed, CMOs, CCOs and CIOs in top CX firms don’t succeed by accident, they score well because they embrace a common set of characteristics. Join Sam Higgins as he explores how these leaders must together to create great CX and the implications for the customer obsessed professionals regardless of who they report to.

Sam Higgins, Principal Analyst, Forrester

10:40 am – 11:00 am AET


11:00 am – 11:20 am AET

Breakout Sessions

Continuing an in-depth exploration of key issues and challenges, and will define new best practices from CX professionals.

Choose from:

Cybersecurity Implications On CX - Deepfakes And Beyond

Cybersecurity decisions have an enormous impact on customer experience and trust. Technology impacts our own experiences, and those of our customers, in rapidly changing ways. We increasingly depend on tech to work, learn, shop, vote and socialise. But that dependence also makes our technology, organisations, and customers, a target. This session will explore how technologies like Deepfakes are changing the customer experience and the experiences of our lives, for better and worse.

Jinan Budge, Principal Analyst, Forrester
Riccardo Pasto, Principal Analyst, Forrester

Driving Enterprise Speed

Must be a priority to ensure faster, proactive CX gains and actions. Customer needs are changing at lightspeed and IT Agility alone isn’t good enough

James Staten, VP, Principal Analyst, Forrester

11:20 am – 11:40 am AET

Breakout Sessions

Continuing an in-depth exploration of key issues and challenges, and will define new best practices from CX professionals.

Choose from:

Solving For Omni Channel CX - Outside In Isn't Enough

A discussion on the evolving role of the contact center as it transforms from a cost center to an insight center and technology practices for support centers that, when done right, can deliver a direct impact on CX in the Omni Channel environment.

Vasupradha Srinivasan, Senior Analyst, Forrester

Tackling The Privacy-Personalization Paradox

For years, the foundation of most CX strategies has been the power of personalization – tailoring products and experiences to the needs of your customers. But two global trends now threaten to derail the data needed to do personalization well: 1) Increasing privacy regulations 2) rising consumer privacy concerns. In this session, you’ll learn how new strategies like zero-party data, transparency, and privacy persona analysis can help balance this paradox and deliver value to both sides of the equation.

Fatemeh Khatibloo, VP, Principal Analyst, Forrester
Zhi Ying Barry, Senior Analyst, Forrester

11:40 am – 12:00 pm AET

Lunch Break

12:00 pm – 12:20 pm AET

Breakout Sessions

Continuing off multi-program tracks that will take an in-depth exploration of key issues and challenges, and will define new best practices from CX professionals.

Choose from:

The Role Of Marketing In Customer Retention

Evolving business models are at the top of the growth agenda for B2B leaders. ​Best-in-class organisations are realizing that a singular focus on leads and net-new business does a disservice to customers and business results.  To optimize revenue, organisations should realise that they need to master both the buyer’s journey and the customer lifecycle to maximize retention and growth. In this session, we look at where Marketing plays a role in customer retention and what it takes to understand your customer’s propensity to be retained.

Mavis Liew, Principal Analyst, Forrester

How Australian Brands Earn (And Lose) Customer Loyalty With CX

Despite continued investment, Australian brands struggle to differentiate with customer experience (CX). On average, overall CX in Australia improved from 2018, but two-thirds of the brands are still clustered in the middle, delivering just OK experiences. Join this session to learn new trends in CX quality, the role that emotion plays in CX, and the most critical elements of the experience that move the needle of CX quality.

Riccardo Pasto, Principal Analyst, Forrester

12:20 pm – 12:45 pm AET

The Intersection Of Customer And Employee Experience: The Real Keys To Sustainable Business Growth

Jason Bradshaw, author of the best-selling book ‘It’s All About CEX! The Essential Guide to Customer & Employee Experience’ – will explore how Employee Experience is the essential business ingredient to delivering sustainable growth in customer experience and business growth.

Jason Bradshaw, Chief Customer & Marketing Officer, Volkswagen Group Australia

12:45 pm – 1:10 pm AET

How To Become Customer-Obsessed

Customer obsession is the great idea that everyone agrees with and no one knows how to do.  In this final session of the day, we’ll consider how the best practices for customer experience and creating customer value that we learned in previous sessions can contribute to an enterprise-wide strategy: Customer Obsession.  But get ready, this session is about action, not theory.  We’ll introduce you to Forrester’s Operations Review, a template to guide your roadmap to the manifestation of Customer Obsession that is right for your firm’s brand and capabilities.

Shar VanBoskirk, VP, Principal Analyst, Forrester

1:10 pm – 1:20 pm AET

Closing Remarks: CX After The Storm

We live and operate in an age of heightened turbulence and chaos that is exposing deep-rooted CX shortcomings. What can CX professionals learn from the current crisis to help their organisations secure a better future? In this session Riccardo will discuss how CX pros will work closely with their counterparts in brand, strategy, risk management, and transformation teams to continuously create customer value and business growth regardless of economic conditions.

Riccardo Pasto, Principal Analyst, Forrester

CX Sydney · April 30 · Live Virtual Experience

Take advantage of our team discount by using discount code 3FORR2 for three tickets for the price of two!