This webinar explores how professional services organisations can benefit from an omnichannel customer experience (CX) program. Senior leaders in business development, marketing, and communications will see why an integrated approach to CX is essential to:
- Prove ROI by connecting client experience data directly to financial outcomes.
- Unlock growth by embedding CX into the commercial engine of Sales & Marketing.
- Anticipate risk in complex accounts by surfacing signals of churn and opportunity across channels.
- Achieve alignment by making CX a shared enterprise-wide strategy.
Speaker:
.png)
Antonia Calvo, B.A. (Hons), M.A.
Director & Principal Consultant, ACT XM
Antonia brings over 20 years of experience supporting organisations across the public and private sectors with the design and delivery of customer, employee, and brand experience programs. She is a recognised expert in experience management strategy, research design, and advanced data analysis, with expertise in the implementation and optimisation of the Qualtrics XM Platform.
Antonia adopts a holistic, outcome-focused approach to Experience Management, integrating best-practice methodologies in quantitative and qualitative research, human-centred design, and strategic advisory. She is skilled in aligning experience programs with organisational goals, driving measurable improvements in customer satisfaction, employee engagement, and service delivery outcomes.
Antonia has led over 400 successful engagements across a range of industries including government, education, financial services, healthcare, telecommunications, and professional services. She is also responsible for Act XM’s quality assurance and client delivery frameworks, ensuring consistency, rigour, and alignment with both ISO and government compliance standards.
Event Details:
Date: 6 November 2025
Times:
1:00 pm - 2:00 pm: Sydney, Melbourne,
12:00 - 1:00 pm: Brisbane
12:30 pm - 1:30 pm: Adelaide
3:00 pm - 4:00 pm: New Zealand
10:00 am - 11:00 am: Perth, Hong Kong, Singapore
Price:
Members: Free | Non-Members: AUD90.00.
PM Forum Members: Activate your reciprocal membership. Once confirmed (usually within 2 business days), you’ll be able to register for ICON events.
Remember to register, as the viewing link will only work once you do.