CXTrendTalks™ features 4 sessions
from CX experts followed by a panel discussion. The speakers will be talking about RESEARCH and OPINION on the future of business and CX, what is going on, what is going to be happening and what we need to be doing about it.
Awards International is proud to present world leading CX experts from some of the foremost thinking organisations.
Watch out for announcements of speakers and more on what they will be talking about. Book tickets to watch the speakers, open finalists presentations and attend the awards ceremony, LIVE Online from start to finish.
Agenda
12:15 - 12:45 | Anita Siassios, Managing Director at ManagingCX |
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TOPIC: The state of CX in Australia 2020 – the impact of COVID19 and CX Leaders plans to recover |
12:45 - 13:45 | Lunch |
13:45 - 14:15 | Emma Sutton, Chief Customer Officer - EMEA Business Transformation |
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Emma Sutton, Senior Director ECEMEA Customer Experience Transformation Emma is Chief Customer Officer within Oracle’s ECEMEA Business Transformation Division. Supporting and guiding Oracles largest clients in their End2End customer transformational journey, from ideation through Solution design, delivery and adoption. Emma is a passionate fighter for taking customer centricity to the next level. Prior to joining Oracle, a CX thought leader and keynote speaker, Emma held a number of leadership positions, within both retail and financial services, including SVP & Head of Customer Experience at Bank of America and Pension Trustee Board Member. On joining Oracle, Emma was keen to bring her client side experience to offer a customer lens to a large scale transformation. |
14:15 - 14:30 | Changeover |
14:30 - 15:00 | Yusdi Santoso, Head of Customer XM, EMEA at Qualtrics |
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TOPIC: Show me the money! Finding ROI for CX in times of crisis |
15:00 - 15:15 | Break |
15:15 - 15:45 | Andreas Constantinides, more than 160 |
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It's all about the journey. That's for sure! But which are the major CX factors to make the journey efficient? Which are the elements, the methods, and the tools, that push the customer to be delighted? |
15:45 - 16:00 | Break |
16:00 – 16:30 | Panel Discussion including Ian Golding, Global Customer Experience Specialist and Greg Melia, CEO at CXPA |
Keynote Speakers at the Awards Ceremony
19:00 | Fred Reichheld, Creator of the Net Promoter System |
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Named by The Economist as the "high priest" of loyalty, Fred Reichheld is the creator of the Net Promoter System℠ (NPS®) and one of the world’s leading experts on customer and employee loyalty. The best-selling author of four books on loyalty, he is a fellow at Bain & Company and founder of Bain’s Loyalty practice, which helps companies achieve results through customer and employee loyalty. His latest book, coauthored with Bain’s Rob Markey, is The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World (Harvard Business Press, 2011). In the book, Fred and Rob examine how NPS practitioners, including Apple Retail, Philips, Charles Schwab, Allianz, American Express and Intuit, have utilized this system to generate extraordinary results. They also explain how NPS helps companies become truly customer-centric, unleashing profitable growth by systematically converting more customers into promoters and fewer into detractors. |
19:00 | Gabe Smith, CCXP |
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Content Manager at Customer Experience Professionals Association (CXPA) |