CX Events & Webinars

Fifth Quadrant offers unrivalled insights and knowledge into the CX industry.
Our customer experience webinars are free for download.

Upcoming Events
Past Events
Boomi State Of Digital Transformation Draft 05042022

State of Digital TRansformation in APJ Webinar 2

This is the second in our series of webinars foccussing on the State of Digital Transformation in APJ Report, by Fifth Quadrant and sponsored by Boomi. Dr Steve Nuttall hosts this webinar and will be joined by Ajit Melarkode from Boomi as they cover:

  • The Research Overview
  • Low Code Application Development
  • Automation of Process and Workflow
  • Emerging Technologies
Boomi State Of Digital Transformation Draft 05042022

State of Digital Transformation in APAC

The forthcoming State of Digital Transformation in APAC Report, by Fifth Quadrant and sponsored by Boomi, reveals the effectiveness of the digital transformation programs that have been implemented by organisations across the region.

Dr Steve Nuttall hosts this webinar and will be joined by Ajit Melarkode from Boomi, as they discuss the implications of the State of Digital APAC Transformation Report.

Genesys buttons Wide Large - Webinar

Delivering an exceptional experience in a digital world

The forthcoming State of CX in APAC Report, by Genesys, reveals significant discrepancies between what a consumer values in a CX interaction, and what organisations are prioritising. Bridging this gap will be key for delivering an exceptional experience in a digital world.

Dr Steve Nuttall plays host for this webinar and will be joined by Claire Beatty from Genesys, as they discuss the implications of the State of CX APAC Report.


3840x2160 - AdobeStock_379350827 Webinar

Developing Responsible AI To Ensure The Right Outcomes for Customers

The Responsible AI Index identifies that only 8% of Australian-based organisations have a mature approach to deploying responsible AI. The findings signal the urgent need for Australian organisations to increase investment in responsible artificial intelligence (AI) strategies.

Dr Steve Nuttall plays host for this webinar centered around the Responsible AI Index. Joining Steve will be Executive Director of Gradient Institute, Dr Catriona Wallace and IAG's EM, Data and Algorithmic Ethics, Chris Dolman.


Webinar: Green shoots for SMEs despite weak revenue and employment data

Despite the negative revenue and employee data, there are signs that sentiment is turning as we move closer to lockdowns ending. SMEs are less pessimistic regarding short term revenues and expectations regarding local and global economic conditions over the next 3 months are also more positive.


Covid Title 2021

Webinar: SME Confidence Plummets as Delta Variant Takes a Stranglehold on the Economy

To understand the impact of COVID-19 on small and medium enterprises, we have been monitoring the pulse of the SME sector via the COVID-19 SME Tracker in partnership with Ovation/TEG Insights.

Watch James Organ and Steve Nuttall at Fifth Quadrant & ACA Research as they discuss the latest key insights and implications from the Tracker.


The 2021 APAC CX Maturity Report Cover SQR

Webinar: How CX Leaders Have Navigated ‘The Great Disruption’

Dr Steve Nuttall, Fifth Quadrant’s Director of CX Research, and guests from Verizon will look at the latest CX Maturity Report to shine a light on what defines a CX leader, discuss how to accelerate your CX programs and take questions from the audience.


Covid Title 2021

Webinar: The Australian SME COVID-19 Tracker - A Year in Review

It's been a year since we launched the COVID-19 SME Tracker, in partnership with TEG Insights, to understand the impact of COVID-19 on small and medium enterprises. The tracker monitors how business decision makers are coping with the seismic effects of COVID-19 and adapting to the new business reality.


Webinar: The Australian SME COVID-19 Tracker - What Now?

As the second wave of coronavirus infections continues to rise, Australian businesses are feeling increasingly uncertain about their prospects of recovery.

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Webinar:2020 CX Maturity Report: Turning the CX Flywheel

In these exceptionally challenging times, the way your customers’ interact with your brand will have a pivotal effect on their sense of trust and loyalty. Now is the time for customer experience (CX) leaders to position their companies at the forefront of the longer-term shifts in consumer behaviour that will result from the COVID-19 crisis.


Webinar: The Knowledge Service Centre of the Future

With customer expectations continuing to evolve in a global market-place, Australian knowledge service centres are having to deal with the twin head winds of increasingly complex inbound enquiries and pressure to reduce the cost to serve customers.

LogMeIn AI time & place

Webinar: Artificial Intelligence - Right Time, Right Place

In a world where time is the new currency, Steve Nuttall, Director of Research at Fifth Quadrant and Chris Savio, Senior Product Marketing Manager at Bold360 by LogMeIn, will discuss how you can leverage AI to operate more efficiently and help your customers faster.


Webinar: How To Move Your Business Up The CX Maturity Curve

In recent research conducted on behalf of Bold360, it found significant benefits to increasing your customer engagement maturity. However, there are serious risks for those who do not undergo digital transformation soon. 

LogMeIn - CX Insights

Webinar: Australian Retail Customer Experience Insights

The latest CX retail research from Fifth Quadrant, sponsored by Bold360 by LogMeIn explores how Australian customers are interacting with retail brands using channels powered by AI.

Cyara - Cloud Solutions

Webinar: 5 Keys To Assuring A Successful Contact Centre Cloud Migration

An increasing number of Australian organisations are planning to adopt contact centre cloud solutions for their telephony and digital channel systems in the next 1-2 years. The biggest growth is expected to be in a hybrid solution, combining on-site, off-site and cloud infrastructure.

Bold360 Webinar

Webinar: Bold360 - Using AI to Achieve an Exceptional EX

The impact of AI on the employee experience has often been ignored or reduced to a zero sum game of machines replacing human labour. In practice, AI has the potential to augment human skills - not replace them - and to remove operational inefficiencies freeing up agents to be more strategic. 

State of Pay -CC  Salary Benchmark

Webinar: Contact Centre Salary Guide & Market Insights

The experts explore the insights from our inaugural salary benchmark report. How are pay and benefits affecting your competition? Can the right pay and benefits package give you a competitive edge?

Break the Cycle of Disengagement

Webinar: Breaking the Cycle of Disengagement

Join us: Wednesday, September 26 starting at 12pm - Businesses are overwhelmed by the operational challenge of managing the volume of queries they are having to respond to which are typically telephone and email which ultimately results in customers churning out.

Contact Centre Improvements

Webinar: Improving the Contact Centre

The final of three webinars based on the recent release of our annual Contact Centre Benchmark Study & Report (click for details). The experts explore and discuss; operational performance, CX measurement, and staff management and engagement and help sort out what the above mean for businesses and the industry.


Webinar: Contact Centre Evolution

Join us for the second of three webinars based on the recent release of our annual Contact Centre Benchmark Study & Report (click for details)The experts explore and discuss; customer interaction types, the evolution of the multi-channel contact centre and help sort out what the above means for businesses and the industry. 


Webinar: Contact Centre Trends

Join us for the first of three webinars based on the recent release of our annual Contact Centre Benchmark Study & Report (click for details). The experts will explore and discuss; key emerging trends, challenges faced by today's contact centres and help sort out what the above means for businesses and the industry.

Chatbot Harmony

Webinar: Achieving Harmony Between Bots & Humans

Many Australian contact centres are striving to improve customer experiences by implementing technology that both optimises agent performance and delivers a more customer centric offering.

Amazon - Threat or Opportunity?

Webinar: Amazon - Threat or Opportunity for Australian Manufacturers?

The topic of Amazon Marketplace in Australia is the hottest button in retail, but the manufacturing and supply chain implications are seemingly overlooked.

CX - Things to Come in 2018

Webinar: Customer Experience - The Shape Of Things To Come

As we quickly head to the end of the year it is time to look forward to the key trends in customer experience that will affect your business in 2018.

Webinar: Reinventing CX Requires Culture Change

Webinar: Reinventing Customer Experience Through People, Data & AI

In this webinar Steve Nuttall, Head of CX Research at Fifth Quadrant and Kristi Mansfield, CX Strategy & Transformation Director at Oracle take a closer look at the cultural environment and new skill sets that are required to deliver a reinvented customer experience.

Age of Ultra-Personalisation

Webinar: The Age of Ultra-Personalisation

Digital technology has heralded a new era of ultra-personalisation and given brands the ability to understand what each of their customers need and want.

Art & Science of Customer Engagement

Webinar: The Art & Science of Customer Engagement

The proliferation of mobile devices and applications has given consumers more choices and flexibility in researching and purchasing products or services.

Verint Knowledge Management Webinar

Webinar: How Knowledge Management Can Transform Your Customer Experience

In this webinar we discuss how an Enterprise Knowledge Management solution will help you deliver a consistent omni-channel customer experience.

Tips for Great CX

Webinar: 5 Tips for Great Customer Experience

Organisations understand the importance of delivering a great customer experience but many struggle to realise tangible results. This FQ webinar will provide you with our top tips for customer experience success.


Webinar: Customer Experience - What to Expect in 2017

Before we know it the year will have come to a close and a new year will be upon us. What have we learnt from the last 12 months and where are we heading in the new year?

Verint webinar

Webinar: The Tipping Point in Delivering Digital Customer Experiences

Verint is launching a comprehensive global research study that reveals insights into the expectations that customers have of digital experiences and how service providers are delivering to these.

Oracle webinar

Webinar: Creating Individualised Customer Experiences in the Digital Age

Customers are clearly in charge and businesses that understand what their customers need and want are winning.  Some of the winners are new entrants, the disrupters, and others are more traditional organisations that have been fast to understand the changing customer-led landscape.

New Findings into CX in ANZ

Webinar: New Findings into Customer Experience in ANZ

Join Stephen Duignan, VP International Marketing at LogMeIn, and Steve Nuttall, Research Director at Fifth Quadrant, as they dig into the key findings from brand new customer engagement research conducted in Australia and New Zealand.


Webinar: Digital Transformation Through Intelligent Customer Engagement

Join Paul Farrow from Microsoft and Steve Nuttall from Fifth Quadrant as they look at how companies need to evolve in this new world. This live webinar will help you understand the opportunities digital transformation brings and hone your approach to winning and retaining customers.

10 Tips for CX Omni Channel Success

Webinar: 10 Principles for Omni-Channel Success

Presented by Fifth Quadrant and hosted by Stephanie Bauer, Head of CX Consulting and Steve Nuttall, Head of CX Research. Steph and Steve present the state of CX in Australia today and provide tips on creating a successful omni-channel experience for your customers. 


Mobile is on the Rise: What are Consumers Telling Us?

Thanks to smartphones and ubiquitous connectivity, consumers can engage with businesses, and share their experiences with their networks, anywhere and at any time. Watch the original webinar.

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