Your CX blueprint for transformation success – what matters now more than ever!

CXI Research Group is back with another inspiring Masterclass for 2025.

In a world increasingly obsessed with the next big AI tool, it's easy to lose sight of what really matters - customer needs and motivations, and what defines excellent customer experience. This masterclass will refresh our understanding of the key components of a CX blueprint and what defines a successful CX transformation. It will offer insights into how AI can be used throughout the CX journey, and it will reflect deeply on how to stay human in what is believed to be a highly automated process – ‘what matters now more than ever!’

Join Dr Jelena Dodic – Head of Insights and Strategy at FOREO Oceania, and Dr Bo Pang- Associate Director, CXI Research Group, for an interactive discussion, as they explore: 

• CX blueprint – non-negotiables  

• What sets up a successful CX transformation 

• Where does AI fit in, and how to use AI 

• Your keys to success 

• Practical insights through Q&A 

Bring your questions and be part of a dynamic and engaging discussion on unlocking the true potential of AI in customer experience. 

Event Details

Date: Thursday, 6 November 2025
Time: 12:00 PM – 1:00 PM
Featuring: Dr Jelena Dodic

Hosted by: Dr Bo Pang

Who Should Attend:

This event is ideal for professionals across industries in roles such as: 

• Customer Experience Leaders 

• Marketing and Brand Executives 

• Product Managers 

• Customer Support Managers 

• Digital Transformation Leaders 

• Technology Innovators 

Meet our featured guest

Dr. Jelena Dodic
Insights, Strategy and Transformation, CX and Brand, MAICD

Customer experience transformation leader and a former consultant, with 20+ years of experience in advising leading Australian organisations on the success of their customer and brand strategies to deliver growth opportunities.  

Currently, Jelena heads up insights and strategy for FOREO Oceania. FOREO provides high-tech skincare devices and products with the main purpose of making self-care simple, easy, and enjoyable. Jelena has set up and led a program of research, including AI–market and customer, to understand the challenges, provide evidence for change, and inform decision-making regarding marketing and brand direction as well as customer experience.  

Throughout her career, Jelena has provided strategic advice to organisations embarking on transforming their CX. One example was a 10+ year advisory relationship for a professional services member-based organisation, whereby Jelena has advised their Board and Executive Teams on a member experience transformation; this also included working with cross-functional teams including Product, Marketing, Member Experience, Education and Digital to drive change and improvement in CX, from 4.4 to 7.4 satisfaction score (out of 10), and across 13 divisions, including APAC and Global.  

Jelena is currently a member of the Australian Institute of Company Directors. 

Discussion Format

This will be an interactive session. Attendees will have the opportunity to directly engage with Dr. Jelena Dodic and Dr Bo Pang, ask questions, and participate in a dynamic conversation on the CX blueprint and what defines a successful CX transformation.