+

CX Diagnostic Tool: Assessing your Level of CX Maturity

Customer Experience (CX) Webinar Series: How to Become a CX Leader

WEBINAR #1

Designing a CX program for business results: 5 core competencies to live by

Date: 14th February

WEBINAR #2

The Whole Experience: How Volkswagen Australia fuses

customer and employee experiences

Date: 14th March

WEBINAR #3

CX diagnostic tool: Assessing your level of CX maturity

Date: 28th March

HOUSE KEEPING

The recording and slides for today’s presentation will be made available within 24 hours.

Please use the question window to submit questions throughout the webinar. We have time designated at the end for Q&A.

Vicky KatsabarisCUSTOMER EXPERIENCE SUBJECT MATTER EXPERT, QUALTRICS

Vicky Katsabaris provides guidance to Qualtrics’ customers to help them be successful in their Voice-of-Customer (VoC) programs. Prior to joining Qualtrics, Vicky was the General Manager of Customer Advocacy strategy at Telstra. She was responsible for developing Telstra's corporate strategy for improving customer advocacy, major transformation programs and company-wide culture change. Prior to Telstra, Vicky was the Director of Customer Experience at VMware where she led the implementation of the CX program across Asia Pacific and Japan.

there’s a new businessdiscipline emergingcalledEXPERIENCE MANAGEMENT

EXPERIENCE MANAGEMENTSTRATEGYSYSTEMTECHNOLOGY

is a

PRODUCTexperience

manage the FOUR CORE experiencesof your business

CUSTOMERexperience EMPLOYEEexperience BRANDexperience

XM is a STRATEGY

repeatable process to CONTINUALLY IMPROVE the experiences you provide

Measure & Baseline01

XM is a SYSTEM

repeatable process to CONTINUALLY IMPROVE the experiences you provide

Predict & Prioritize02

XM is a SYSTEM

XM is a SYSTEM

repeatable process to CONTINUALLY IMPROVE the experiences you provide

Act & Optimize03

XM is a TECHNOLOGY

The five competencies of CUSTOMER EXPERIENCE SUCCESS

• Executive sponsorship• Common customer metrics• Align departments• Publish CX values

• Capture feedback at every key touchpoint & moment

• Key drivers and root cause analysis

• Close the loop at scale• Manage with role-based

views of performance• Integrate with CRM and

operational processes

• Conduct customer research to support strategic decision-making

• Measure key relationships and moments of truth

• Competitive benchmarking• Segment customers and

understand drivers of financial performance

• Drive cross-functional change

• Collect employee feedback across lifecycle

• Understand drivers of employee engagement across all departments

• Drive improvement at every level of the organisation

• Communicate progress toward company objectives

• Empower your people with the right tools and systems

• Maintain singular focus on data quality

• Update management views to reflect the needs of the business

• Encourage testing and research methodology best practice

• Support a culture of innovation and dynamic change

25

Hypothetical organisation

• Technology• B2B + B2C• 200,000 customers• 300 employees

• Market category leader driven by products that customers love

• Competitive landscape is driving a need to lift service levels

• They measure customer interactions through physical locations/events, contact centres

• Strong executive sponsorship & organisational alignment

• Disparate approaches & tools for managing CX & BX• Limited visibility of brand performance vs

competitors• Multiple IT systems & data silo's

27

Q&A

28

qualtrics.com/customer-experience/diagnostic

Vicky Katsabaris Email: vickyk@qualtrics.com

LinkedIn: https://au.linkedin.com/in/vicky-katsabaris-51b36b12