2022's dominant CX trends and how to build CX agility
Providing practical guidance on how to build an agile, always-on CX approach to meet shifting customer experience expectations.
Diving deep into the comprehensive findings of Qualtrics' study of more than 23,000 customers from around the world — this session will reveal exactly what consumers want from companies across Asia-Pacific. This webinar will provide practical guidance on how to build an agile, always-on CX approach to meet shifting customer experience expectations.
Qualtrics' global CX subject matter experts Dr. Cecelia Herbert and Ivana Sekanic will talk through the latest trends and provide actionable steps to bring your CX program to the next level. Join this session to learn:
- What trends will have the biggest impact on customers and the exact pivots you need to make in your business, customer and employee experience strategies
- How you can continuously sense and respond to ongoing shifts in customer and employee needs and expectations
- Steps to take to develop organizational agility
- How to build an agile, always-on approach to CX
2022 Speakers
Dr. Cecelia Herbert
Principal XM Catalyst
Qualtrics XM Institute
Cecelia is a Doctor of Organizational Psychology with over 20 years of experience as a practitioner, academic and consultant. She partners with organizations across the globe to design, mature, and grow their XM programs and is building a thriving community of XM professionals through the XM Institute. Prior to Qualtrics, Cecelia was a leader in the employee engagement organization at Google.
Ivana Sekanic
Head of Experience Management (XM) Solution Strategy ANZ
Qualtrics
A professional who makes a wide organizational contribution by designing and implementing large scale customer experience measurement systems. These systems provide excellent inputs across the organization, improving decision making, resource allocation and prioritization to drive superior customer outcomes. Ivana has developed competence in driving transformation business outcomes in a broad range of roles over the last 15 years in the Australian energy and financial services sectors. This experience is enhanced and underpinned with an academic background in business (double degree in computing and business) and postgraduate qualification in Lean/Six Sigma principles. Passionate about making a difference to a business, Ivana strives in environments that are open to transformation and where her leadership and experience can be applied to drive greater business and customer outcomes.
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