Join us on Monday, 8 December at the QuestionPro Sydney office for a full day of practical, expert-led workshops focused on organisational change, CX ROI, journey management and evidence-informed decision making.
Registration opens at 8:45am, with sessions running from 9:15am to 4:30pm, followed by bowling and drinks. Designed for leaders and teams looking to strengthen capability and drive meaningful outcomes.
Dr Kelsey Burton
Managing Director | Burton & Associates
Ken Peterson
President, CX | QuestionPro
Kellie Lyons
Founder & Managing Director | Perspicacious
Workshops
9:15am to 11:30am
Workshop 1: Leading with AI: The Human-Centred Advantage
Join the AI Unlocked Workshop with Dr Kelsey Burton, hosted by QuestionPro, and elevate your professional skills in the fast-evolving world of artificial intelligence. This engaging learning experience will empower you to build practical AI expertise, boost workplace productivity, and confidently integrate AI tools into your daily workflow, all with a focus on ethics and responsibility.
From teaching Business Innovation at UNSW Business School, developing executive education programs, and collaborating with prominent business leaders and researchers on evidence-based approaches to inclusive leadership and responsible technology adoption. Dr Burton's research is running QuestionPro’s workshop on the 8th of December 2025 at Level 12, 121 Castlereagh St, Sydney.
Why Attend the Workshop?
- AI readiness & habit formation: Learn how to assess your current capabilities and build sustainable habits that make AI a natural part of your workflow.
- Prompt design & agent training: Get hands-on practice crafting effective prompts and training AI agents to tackle real-world challenges.
- AI literacy & responsible use: Become skilled at evaluating AI outputs for accuracy, bias, and risk, while developing responsible habits and practices that protect you and your organisation.
About Dr Kelsey Burton
Dr Burton is a seasoned leadership strategist and AI advocate with a unique background spanning business management, organisational leadership, and psychology. Her workshops bridge psychology, neuroscience, and behavioral science to help you adopt AI confidently and ethically.
11:40am to 1:00pm
Workshop 2 & 3:
Workshop 2 Invitation: Maximising ROI on Your CX Investment
Ken Peterson is the President of Customer Experience (CX) at QuestionPro, bringing over 20 years of industry leadership in customer experience research across retail, technology, hospitality, financial services, and automotive sectors. Throughout his career, Ken has held senior positions at Ipsos, Nepa AB, and Marketing Metrics, where he led operations, strategy, and CX programs for global clients. He specialises in connecting actionable insights, advanced analytics, and technology platforms to deliver transformative customer outcomes.
Unlock the real economics behind Customer Experience and secure executive buy-in for your CX programs in a hands-on session led by Ken Peterson. This workshop dives into CX ROI as the critical measure—turning your program from a cost center to a strategic asset that consistently delivers value.
What You’ll Gain:
- A clear understanding of why ROI is often the achilles heel of CX—and how to overcome it using proven metrics and frameworks.
- Expert guidance on building a robust CX-ROI metric linked to revenue, cost savings, and customer lifetime value.
- Insights on how to connect CX to your bottom and top line, empowering you to secure support from your CFO and stakeholders, and prove the real business value of your CX initiatives.
Join QuestionPro’s CX workshop with Ken Peterson and take away practical tools to quantify, communicate, and maximise the return on every CX investment you make.
1:30pm to 3:30pm
Workshop 3 Invitation: Building Holistic Customer Journey Management Programs
Ken’s work at QuestionPro on empowering organisations to design and implement world-class customer experience programs using innovative tools like Customer Journey Management (CJM) software and Voice of the Customer platforms. He’s a trusted advisor for Fortune 100 brands and is recognised for making CX measurable, scalable, and truly connected to business goals.
Join Ken Peterson for an immersive QuestionPro workshop on Customer Journey Management (CJM). Discover how top brands go beyond basic journey mapping, building comprehensive CJM programs that deliver lasting value and actionable CX improvements.
What You'll Learn:
- The difference between Journey Mapping and Journey Management and why it matters.
- How to leverage Personas as a powerful starting point, helping you build and connect journey maps that reflect real customer experiences.
- Step-by-step guidance on creating and linking maps, best practices for data-driven CX, and real-world strategies for generating ROI.
Be part of this session with Ken Peterson and take your CX strategy to the next level, powered by QuestionPro’s best-in-class tools and practical expertise.
Pierre-Alexis Bayen
Barthélémy Dupont-Madinier
3:40pm to 4:40pm
Workshop 4: Evidence-Informed Decision Mastery with Kellie Lyons
Workshop: Evidence-Informed Decision Making - Unlocking Powerful Insight Before Your Next Major Business Decision
Join us to hear a transformative QuestionPro workshop designed for senior leaders seeking precision and strategic foresight in today's volatile environment.
What You'll Learn:
This definitive 12-step Strategic Decision Audit is structured around The Three Pillars of Powerful Insight:
- Strategic Alignment → Directed Curiosity
Your compass, ensuring every step is locked with your long-term aspirations. Rigorously test if your decision is anchored in a clear, strategic 'North Star' and resides unequivocally within your 'circle of competence'. - Data-Driven Revelation → Intentional Knowledge
The light, unearthing profound truths from data to convert it into unequivocal clarity. Move beyond surface data by deconstructing the problem to first principles and actively seeking dissenting views to challenge fundamental assumptions (e.g., using 'red teaming' exercises). - Actionable Lucidity → Informed Clarity
The roadmap, transforming insight into clear, confident, and unified action pathways. Enable elegant execution by establishing a defined 'margin of safety' against unacceptable outcomes, anticipating unintended consequences, and ensuring engaged accountability.
Why You will Attend:
In today's complex environment, high-stakes decisions demand more than intuition or conventional data analysis, they require Powerful Insight. Traditional decision-making processes are susceptible to cognitive biases and over-reliance on anecdotal evidence.
Experience Kellie's proven methodology that distills the collective wisdom of the world's most astute decision-makers to cultivate the intellectual rigour and courageous foresight necessary for optimal outcomes.
blocker
About The Event
When: Monday 8th of December
Where: QuestionPro Office Castlereagh - Level 12, 121 Castlereagh Street
Registration: 8:45am
Workshops: 9:15am till 4:30pm
Bowling and drinks: 4:40pm - 5:30pm
Agenda
9:15am to 11:30am | Workshop 1 with Dr Kelsey Burton Leading Organisational Change
Morning break tea
11:40 am to 1:00pm | Workshop 2 with Ken Peterson Maximising ROI on Your CX Investment
Lunch on site
1:30pm to 3:30pm | Workshop 3 with Ken Peterson Building Holistic Customer Journey Management Programs
Afternoon break tea
3:40pm to 4:40pm | Workshop 4 with Kellie Lyons Evidence-Informed Decision Making
4:40pm to 5:30pm | Bowling and drinks