Act XM

09/12/2025

New customer story 📣

Act XM partnered with Central Coast Council to help unite a dispersed workforce after a major merger — replacing slow, paper-based engagement surveys with a modern digital Employee Voice program. By making it easy for every team to participate (including field crews) and running a tailored engagement campaign, the Council lifted participation and gained clearer insights on leadership, wellbeing, and rewards.

The impact has been huge: employee engagement improved year on year, with eNPS rising from –65 to +12 by 2025, alongside stronger psychological safety and D&I participation.

Read the full story here 👉 https://actxm.com/central-coast-council-case-study/

Central Coast Council

Central Coast Council transformed their employee engagement by making it easy for every team to share their voice. A tailored program delivered clearer insights and a major uplift in eNPS to +12.

22/10/2025

We’re proud to be sponsoring ICON APAC’s BDMC Rewired events in Brisbane, Melbourne, and Sydney.

Our team will be sharing practical insights on creating B2B CX programs that truly deliver — helping drive innovation and growth across the professional services community.

Learn more about ICON APAC’s great work here: https://iconapac.com/

10/09/2025

The latest State of B2B CX report shows encouraging developments.
✅ 65% of organisations are still in the very early stages of CX maturity, but that’s a 5% improvement on last year.
✅ 14% now have advanced CX programs, an increase from only 11% from last year.

These results show that maturity is improving, but there is still much untapped opportunity. B2B organisations can progress their CX efforts by:
- Tackling friction-heavy customer journeys such as support and downgrades
- Combining human connection with AI-powered personalisation
- Building strong governance and executive sponsorship

📖 Grab your full copy of 'The state of B2B CX 2025' report here:
https://actxm.com/b2b-customer-experience/

Transform B2B customer experience into a competitive advantage Learn how to move from strategy to ex*****on effectively. Build a compelling business case and secure buy-in. Overcome hurdles like engaging decision-makers and boosting response rates. 3 Read more Long-term success through B2B customer....

03/07/2025

What really sets great customer experiences apart?
We asked 2,000 Australians and analysed 4,000+ customer interactions to find out.

The results?
🔹 CX is levelling out: most brands meet expectations, but very few stand out
🔹 Support moments carry the most weight, and the most risk
🔹 Loyalty, churn, and advocacy are driven by very different levers

In a digital-first world, friction isn’t just frustrating, it’s costly.

This new report reveals:
✔️ The channels customers actually prefer and why
✔️ How different industries are performing
✔️ The five CX priorities you should be focusing on right now.

Whether you’re in retail, finance, telco, or tech - this is your roadmap for what matters most in 2025.

Download the full report here: https://actxmsandbox.au1.qualtrics.com/ControlPanel/File.php?F=F_eBUVFBymSQmlENj

18/06/2025

In CX, it’s no longer enough to meet expectations, brands must find ways to truly stand out.

Our latest survey of 2,000 Australians revealed a clear challenge:
🟢 More brands are delivering acceptable experiences
🔴 But far fewer are creating moments that earn trust and build loyalty.
Why? Because customer journeys aren’t linear, and they’re certainly not siloed. Loyalty isn’t won through isolated touchpoints, it’s shaped across the entire experience.

Join Antonia Calvo and Daniel Moon for one of the highest-rated sessions from Qualtrics X4 Sydney, via live webinar, where we’ll share practical strategies to:
- Capture signals from every customer channel, not just surveys
- Link CX insights directly to operational and financial outcomes
- Prioritise and act on the moments that influence loyalty
- Empower teams with real-time, coordinated action.

📅Thu, 10 July | 11:00 AM SYD | 1:00 PM NZST | 9:00 AM SGT / HKT
🔗Register now: https://lnkd.in/gqtiK_AT

Make every customer moment count - start building your unified CX strategy today.

hashtag hashtag hashtag hashtag hashtag hashtag hashtag hashtag

14/05/2025

We’re excited to be returning to X4 Sydney – Wednesday, 28 May 2025 at the ICC Sydney.

Proudly sponsoring again this year, we are looking forward to a day of learning, connection and meaningful conversations with fellow leaders in customer, employee, digital and brand experience. From practical insights to peer-to-peer networking, it’s a valuable event for anyone working to improve how people experience their brand.

If you’re attending, we’d love for you to visit the Act XM booth and say hello. Stop by to:
🔹 Chat with our team about your current XM priorities
🔹 See how we help organisations design, optimise and scale their programs
🔹 Explore our new Basecamp training modules to build in-house capability

Not yet registered? There’s still time to secure your place:
https://www.qualtrics.com/en-au/x4summit/?utm_medium=referral&utm_source=partner&utm_campaign=2025--apj--x4-sydney&utm_content=actxm

We hope to see you there.

16/04/2025

Scaling CX and EX programs shouldn’t mean sacrificing personalisation or control.

With Qualtrics Workflows and Integrations, you can automate the repetitive, simplify the complex, and amplify the impact.

At Act XM, we support organisations in embedding automation into their programs—enabling faster, more consistent, and more strategic actions across the experience journey. Here’s what this can look like in action:

✅ Automate key actions triggered by customer sentiment, behaviour, or lifecycle stage—ensuring feedback leads to timely, relevant responses.
✅ Simplify survey distribution through automated integration with your CRM or data lakes—getting the right feedback from the right people at the right time.
✅ Delight your audience by automating thank-you gifts and incentives via integrated gift card solutions.
✅ Recruit and manage research panels automatically, fuelling continuous feedback loops without the admin.
✅ Drive better, faster decisions with real-time data exports into dashboards and analytics platforms.
✅ Maintain compliance with seamless opt-out and preference management.
✅ Distribute insights instantly with automated reporting to key stakeholders.

These aren’t just efficiency gains—they’re levers for more personalised, connected, and human experiences at scale.

Learn how we can help your team unlock the power of automation with Qualtrics:
👉 actxm.com/qualtrics-automations

This link will take you to a page that’s not on LinkedIn

13/03/2025

The latest webinar in our series: 'Master Qualtrics automations:
How to achieve better results with integrations & workflows'.

Automation is essential for streamlining operations and enhancing program effectiveness in your customer experience (CX) and employee experience (EX) programs. In this webinar, our experts will demonstrate how Qualtrics integrations and workflows can reduce manual effort, minimise errors, and ensure your feedback programs run seamlessly—so you can focus on delivering exceptional experiences.

📢 Join us on Thursday, April 3 at 2:00 pm (AEST)

What you’ll learn:
- What are Qualtrics integrations and workflows?
- Why automation is key to reducing errors and enhancing experiences
- Different types of system integrations—standard & custom
- Practical use cases for workflows in Qualtrics

✨ Don't miss out - register now:
https://us02web.zoom.us/webinar/register/6617418241295/WN_sTAXQhF4R7q7NUTHP_LBcQ

Join our exclusive webinar led by our technical advisors as we explore how system integrations and workflows can elevate your Customer Experience (CX) and Employee Experience (EX) programs. With practical applications, we will demonstrate the power of workflows and integrations to improve your exper...

06/03/2025

Proving the value of CX is essential for driving measurable business success. Watch our B2B webinar recording for actionable strategies to link CX to real outcomes:

1️⃣ Link CX metrics to business impact -
Make metrics like CSAT and NPS work for you. Connect improved CSAT scores to customer retention and lifetime value, showing CX’s impact on revenue stability.

2️⃣ Use CX data to influence purchase decisions -
With multiple stakeholders in B2B sales, CX plays a critical role. Elevate your CX to influence key buying drivers like trust, ease of doing business, and perceived value. By doing this, you’ll accelerate sales cycles and improve win rates, making it easy for customers to choose your solutions over competitors.

3️⃣ Drive actionable insights with real-time monitoring -
Real-time feedback helps you prevent churn and build loyalty. Proactively address customer issues before they escalate, creating stronger relationships. By responding quickly, you can increase retention, open doors for up-selling and cross-selling, and boost customer lifetime value.

4️⃣ Monitor account health across all levels -
Tracking account health is vital for retention. Understand the expectations and pain points of decision-makers, influencers, and end-users. Early warning signals enable you to act before issues arise.

Watch the webinar on demand now: https://youtu.be/s7RFoz54i2Y?si=Mu5-nffWjpsRAUsI