đź“… 5th & 6th October, 2021

Thank you to all who attended the 6th Annual CX Knowledge Management Forum

This year’s event is now over. Recordings of live sessions are available to watch on demand below.


Missed out on the live sessions? They’re still available to watch below!

Day 1 | 5th October 2021





Access Recorded Sessions


Looking forward/ looking back


In our official forum opening session, we welcome our guests and take a look at the things we’ve achieved over the past 12 months as well as what’s on the horizon!


Datacom: Taking livepro knowledge to the whole organisation

Samuel Tumes of Datacom

In this presentation, Samuel Tumes (Knowledge Manager – Datacom) will join us to share his insights and experience in taking livepro from one team to the wider organisation


Showcase: QSuper’s Implementation Journey

Rae Cunningham of QSuper

Rae Cunningham (Enterprise Manager for Knowledge & Capability of Q Super) shares her livepro implementation journey and gives us some insights into her organisation’s KM Success

Day 2 | 6th October 2021





Access Recorded Sessions


Showcase: a look into PetSure’s knowledge refresh journey

Yannick L’Eveille of PetSure

Join us for an insightful look into PetSure’s recent knowledge transformation journey, as Yannick shares his strategies, wins and lessons learned along the way.


Starting Your Multichannel Journey: A Checklist

Brooke Fletcher & James Walsh of livepro 

Join us as KM Experts Brooke Fletcher & James Walsh share their top tips and insights on how to set your multichannel journey up for success.


livepro Award Winners 2021 + End of Forum Quiz

livepro Team

Join us as we unveil the winners of this year’s livepro awards. After the awards presentation we will be running our annual forum trivia quizzes with plenty of prizes up for grabs.

Your 2021 Forum Presenters:

Rae Cunningham | Enterprise Manager for Knowledge & Capability at QSuper

Rae is the Enterprise Manager for Knowledge & Capability in QSuper with over 20 years’ experience in Learning Development, Instructional Design, Change Management and Knowledge Management.

For over 6 years Rae’s key focus has been Knowledge Management Capability within QSuper. This provided the opportunity to gain a detailed and broad understanding of what frontline teams need, in terms of access to knowledge to improve and enhance member interactions, increase productivity and improve job satisfaction and engagement.

During this period Rae managed several enterprise-wide Knowledge Management System transitions, with the journey finally and thankfully leading to the transition to livepro, which Rae and her team have developed into a trusted and valued single source of truth.

Samuel Tumes | Knowledge Manager at Datacom

With over 15 years working across Knowledge Management both locally and offshore, Sam Tumes leads the Datacom Knowledge Management Team in Australia. With an extensive background across a range of government agencies and private sector verticals, Sam is focused on a human centred approach to CX design and strives to achieve a well balanced approach to use of people and digital technology.  

His passion for exceptional customer experiences resonates with his clients and team mates alike, whether he is teaching in the classroom or designing learning online programs.

Yannick  L’Eveille | Knowledge Management & Training Officer at PetSure

As the Knowledge Management and Training Officer for Petsure Australia, Yannick has been able to combine his passion for Pets and People by dabbling in knowledge management and found a love in it along the way. Enabling our people to effectively assist customers has been a core mission in this space over his time in the role.

PetSure provided the time and freedom to refresh and rebuild our processes housed on livepro into a comprehensive and consistent single source of truth. With our rapid growth in the Pet Insurance market, it is vital that “Fetch” empowers our team in Australia & beyond.

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Stay connected

Return to the livepro website

Over $500 worth of Prizes to be Won!

Main Prize Draw

Live attendees of each session of our virtual forum will have their names automatically added to our main prize draw, which means the more sessions you attend, the greater your chance of winning! At the end of our virtual forum, all live attendee’s names will be added to a list and one lucky winner will have their name drawn to receive a $250 Visa gift voucher. We will also be announcing additional ways to get bonus entries throughout the forum, so make sure you pay attention in each session to maximise your chances to winning.

Virtual Forum 2020 Kahoot

Feedback received after last year’s event showed overwhelmingly that our interactive Kahoot quiz was one of your favourite parts of our annual forum, and we are pleased to announce that we are bringing it back again virtually this year. This years’ quiz questions will be based on a mixture of both general trivia and content that is presented in our various sessions. There will prizes for the top three contestants, so make sure you pay attention to each session!

1st Prize: $150 Visa Gift Voucher

2nd Prize: $75 Visa Gift Voucher

3rd Prize: $25 Visa Gift Voucher