We know that growth in professional services depends on more than delivering excellent services, it requires a clear strategy for expanding key accounts and winning new clients. That strategy starts with data. Today, client insights flow through many different channels, from service interactions and deal reviews, to executive conversations and internal account feedback. Bringing these signals together is critical to understanding client needs, anticipating opportunities, and staying ahead of competitors.
In this practical session, Act XM will share how you can harness omnichannel client data to fuel account expansion, identify new business opportunities, and shape services around real client needs.
What you’ll learn:
- How to turn client data into growth strategies - using insights for retention, expansion, and acquisition
- The value of omnichannel insights - combining data from win/loss reviews, client feedback, executive conversations, and internal teams (with key account managers as a critical source of knowledge)
- Embedding insights into planning - applying feedback to account plans, proposals, and business development strategies
- Real-world examples - how firms have used insights to strengthen client relationships and secure new wins
Speaker:
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Antonia Calvo, B.A. (Hons), M.A.
Director & Principal Consultant, ACT XM
Antonia brings over 20 years of experience supporting organisations across the public and private sectors with the design and delivery of customer, employee, and brand experience programs. She is a recognised expert in experience management strategy, research design, and advanced data analysis, with expertise in the implementation and optimisation of the Qualtrics XM Platform.
Antonia adopts a holistic, outcome-focused approach to Experience Management, integrating best-practice methodologies in quantitative and qualitative research, human-centred design, and strategic advisory. She is skilled in aligning experience programs with organisational goals, driving measurable improvements in customer satisfaction, employee engagement, and service delivery outcomes.
Antonia has led over 400 successful engagements across a range of industries including government, education, financial services, healthcare, telecommunications, and professional services. She is also responsible for Act XM’s quality assurance and client delivery frameworks, ensuring consistency, rigour, and alignment with both ISO and government compliance standards.
Event Details:
Date: 6 November 2025
Times:
1:00 pm - 2:00 pm: Sydney, Melbourne,
12:00 pm - 1:00 pm: Brisbane
12:30 pm - 1:30 pm: Adelaide
3:00 pm - 4:00 pm: New Zealand
10:00 am - 11:00 am: Perth, Hong Kong, Singapore
Price:
Members: Free | Non-Members: AUD90.00.
PM Forum Members: Activate your reciprocal membership. Once confirmed (usually within 2 business days), you’ll be able to register for ICON events.
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