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

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.

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Customer Experience Programs are the discipline of

embedding customer insight into every critical

decision, improving how you perform at every level of

your organisation

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• Gain executive sponsorship

• Common customer metrics• Publish CX values• Align departments

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• Capture feedback at every key touch point & 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

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• 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

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• 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

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• 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

©2015 QUALTRICS LLC.

©2015 QUALTRICS LLC.

©2015 QUALTRICS LLC.

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Single platformSingle platform

Customer Outcomes of your CX Program

Improve Customer Retention & Loyalty

Increase customer share of wallet &

lifetime valueOptimise Customer

Acquisition

75% OF BUSINESS GROUPS ACHIEVED

#1 LOYALTY LEADERSHIP STATUS

Reduce Cost to Serve

Improve Brand Awareness & Equity

3.8% INCREASE IN PRODUCT REORDERS

RESOLUTION TIME FROM ONE DAY TO

ONE HOUR

DRIVING CX STRATEGY AND

BRAND COMPETITIVENESS

Leading global insurer and asset manager

The world’s largest contact lens store

Full scale window and door manufacturer

Leading provider of healthcare, financial services, and independent

& assisted living

3-POINT MARKET SHARE GAIN

Leading international wholesale provider of reinsurance

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Q&A

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Single platformeBook

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Thank you!Vicky Katsabaris

Email: vickyk@qualtrics.comLinkedIn: https://au.linkedin.com/in/vicky-katsabaris-51b36b12