Conference Key Takeaways

XI Forum Sydney 2025 brought together experience leaders from across Australia and New Zealand to share what’s working, what’s next, and what’s worth rethinking.

This downloadable takeaway pack captures the most powerful insights from the day—including highlights from:

• QBE on multi-signal CX transformation and online review strategy
• Storage King on linking NPS to real-time revenue optimisation
• NZ Post on connecting delivery experience to customer success
• MLC Life Insurance on embedding CX maturity into executive strategy
• Chargrill Charlie’s on building a culture of feedback at scale
• Sport NZ on enabling voice-of-participant insights without customer data
• Cbus Super on using VoC to influence investment, retention, and engagement
• Aesop, Pearl-Plaza, and more on applying AI with trust, speed, and purpose

Inside, you’ll find:

• Key session takeaways
• Real-world examples and metrics
• Practical frameworks to share with your team

Revisit the boldest ideas, smartest strategies, and biggest experience wins from this year’s event.