Agenda
Thursday
May 25- 8:00 am – 9:00 am AEST Breakfast
- 9:00 am – 10:20 am AEST Opening Remarks & Keynote Sessions
- 10:25 am – 10:55 am AEST Marketplace Break & Networking
- 10:55 am – 12:05 pm AEST Breakout Sessions & Case Study Sessions
- 12:05 pm – 1:10 pm AEST Lunch & Marketplace
- 1:10 pm – 2:20 pm AEST Breakout Sessions & Case Study Sessions
- 2:20 pm – 3:05 pm AEST Marketplace Break & Networking
- 3:10 pm – 3:40 pm AEST Customer-Obsessed Enterprise Award Winner
- 3:45 pm – 4:15 pm AEST Guest Keynote
- 4:15 pm – 4:20 pm AEST Closing Remarks
- 4:20 pm – 5:20 pm AEST Reception
Friday
May 26- 8:00 am – 9:00 am AEST Breakfast
- 9:00 am – 10:10 am AEST Keynote Sessions
- 10:15 am – 11:00 am AEST Marketplace & Networking
- 11:00 am – 12:10 pm AEST Case Study Sessions & Breakout Sessions
- 12:10 pm – 12:40 pm AEST Guest Keynote
- 12:40 pm – 1:10 pm AEST Lunch & Marketplace
- 1:15 pm – 1:55 pm AEST Keynote Session & Closing Remarks
Thursday May 25
General Breakfast
Opening Remarks
Speakers:
Riccardo Pasto, Principal Analyst, Forrester
Develop Empathy To Fuel Your CX Transformation
To deliver great customer experiences that drive business growth, companies need high levels of customer empathy. Without it, CX efforts risk becoming self-serving and disconnected from customer needs, expectations, and desires. This keynote explores strategies and tactics that bold and focused CX leaders use to develop customer empathy.
Speakers:
Riccardo Pasto, Principal Analyst, Forrester
Guest Keynote: Delivering Exceptional Digital Client Experience Through Insights (In-Person Only)
Macquarie recently ranked 2nd overall in Forrester’s CX Index report for 2022. Macquarie also had the highest percentage of customers who were able to achieve their goals on digital-only channels. Hear how Macquarie differentiates its offering to clients through leveraging client insights and expanding the impact of its service channels to create exceptional client experiences.
Speakers:
Rosalind Coffey, Head of People & Culture and Client Service & Support, Macquarie Bank
Marketplace Coffee Break & Networking (In-Person Only)
Marketplace breaks are your chance to connect with sponsors and catch up with colleagues on the show floor.
Check out our Sponsor Spotlights to learn more about the next great solution for your team. Spotlight schedule coming soon.
Attend one session:
10:30am AEST - AfterWords: Develop Empathy To Fuel Your CX Transformation
Speakers:
Riccardo Pasto, Principal Analyst, Forrester
10:45am AEST - Forsta: From Florence Nightingale to Forsta Studio Canvas: Using data stories to inspire action
Did you know Florence Nightingale, one of the founders of modern nursing, was also a pioneer of data visualisation? Her work paved the way for the modern data visualisation techniques that we use in our businesses today. Find out how Forsta Studio Canvas lets you combine compelling data with engaging imagery to illustrate your customer journey and design easily configured reports – so that you can tell your story, to drive change.
Key Topics: Customer Feedback Management, Digital Experience Services
Speakers:
Andrew Farries, CCXP - Senior Director, CX Consulting, Forsta
Breakout Sessions
Case Study Sessions (In-Person Only)
Hear real world case studies showcasing the value of partnering with the right technology provider.
Acoustic: Auto & General Insurance + Tealeaf by Acoustic: Powering digital CX with analytics and insights
Auto & General have built up a mature CX practice over many years and have instilled a data driven mindset through their teams to never make decisions by gut feel. For a company that prides itself on innovation and outstanding customer service, it was critical their digital and support team had visibility into the entire customer journey, including their online experience.
Join Peter Luetjens, Digital Analytics Manager at Auto & General, and Aidan Lynch, Director of Sales at Acoustic for an inside look into how Tealeaf by Acoustic changed how Auto & General interacts with customers online. They will share insights into how to build a mature CX practice across the areas of initial investment, people, team structure and insight generation.
Learn how Tealeaf helped Auto & General Insurance improve:
- Conversion rate optimisations
- Customer experience by reducing average handle time of service calls
- Dispute resolution speed
Key Topics: Digital Experience Services, Marketing Measurement And Optimization
Speakers:
Aidan Lynch, Sales Director, Acoustic
Peter Luetjens, Digital Analytics Manager, Auto & General Insurance
Medallia: Creating exceptional experiences, for every customer, every time
Nearmap, a leader in aerial imaging and mapping, wants to become the source of truth that shapes our liveable world. To realise this ambition, they place an enormous amount of importance on their customer’s experience, but this wasn’t always the case… In this session, Lloyd Nurthen, Global CX Manger from Nearmap joins Medallia’s Adam Maine to discuss their journey from a sales-led organisation to a customer-led one.
Key Topics: Customer Feedback Management, Digital Experience Services
Speakers:
Lloyd Nurthen, Global Customer Experience Manager, Nearmap
Adam Maine, Country Manager & Head of Sales ANZ, Medallia
Lunch & Marketplace
Marketplace breaks are your chance to connect with sponsors and catch up with colleagues on the show floor.
Check out our Sponsor Spotlights to learn more about the next great solution for your team. Spotlight schedule coming soon.
Executive Leadership Exchange (Invite-Only): Exclusive Lunch featuring Q&A with Rick Parrish
In this open Q&A session, engage with Forrester Vice President and Research Director, Rick Parrish. Rick will share the latest insights on the coming collapse of the customer lifecycle. Come with your questions and be ready to share your perspectives on the topic.
Speakers:
Rick Parrish, VP, Research Director, Forrester
John Brand, VP, Advisor, Forrester
12:30 pm - 1:00 pm | Networking Session: I’m done with NPS.
Are you questioning your CX metrics and where to go from here?
Speakers:
Maxie Schmidt, VP, Principal Analyst, Forrester
Breakout Sessions
Case Study Sessions (In-Person Only)
Hear real world case studies showcasing the value of partnering with the right technology provider.
Attend one session:
InMoment: The Craveable Brands Journey Toward A Company-Wide Shift To Customer Centricity
Craveable Brands launched a national VoC program at a time when they rarely saw customers face to face. In this session, Deborah Ruka, Head of Operations, will share how its brands Oporto, Red Rooster, and Chicken Treat established a company-wide motion towards customer centricity, improving experiences one challenge at a time, and the wins they’ve had as a result.
Key Topics: Customer Feedback Management, Data Management Services
Speakers:
Deborah Ruka, Head Of Operations (Oporto), Craveable Brands
Seismic: Delivering on Employee Experience through Enablement Excellence
When talking about the category of experience, we too often think about customer experience because that’s why we wake up every day – is to serve our customer… But it’s a real miss if we only think about the customer because the category of experience is also about the employee experience. Your employees are the front line and the last mile execution – and the day to day can be hard, and if your employees aren’t giving their best for the customer every day – it’s a missed opportunity. As a result, we’re seeing compressed transformation where companies are really enabling their people through an expansion of comprehensive enablement programs to remove employee friction.
- Enabling your front line to delivering outstanding value to customers
- Focusing on enablement outcomes to improve productivity and efficiency
- Adapting to the speed of the modern buying motions
Speakers:
Heather Cook, Vice President, Asia Pacific , Seismic
Karen Halligan, Partner Customer Advisor, KPMG
Marketplace Coffee Break & Networking (In-Person Only)
Marketplace breaks are your chance to connect with sponsors and catch up with colleagues on the show floor.
Check out our Sponsor Spotlights to learn more about the next great solution for your team. Spotlight schedule coming soon.
Attend one session:
2:10pm AEST - Medallia: Why survey-only CX programs miss the full picture
The proliferation of channels and touchpoints has made the customer journey more complex and experiences harder to measure. To keep up, brands must be able to understand and act on all customer signals; surveys alone are no longer enough. In this session, we show you how to extend the value of your existing CX program with contextual text and speech analytics. These powerful capabilities give you greater insight and enable you to drive more action.
Key Topics: Customer Feedback Management, Digital Experience Services
Speakers:
Jake Pilgrim, Director, Solution Consulting, Medallia
2:25pm AEST - Forrester Decisions In Action: Journey Prioritization
Clients often ask our analysts how to know which customer journeys to work on. Picking the right journeys is key to building a killer success story, nurturing buy-in, and gaining momentum. Join Maxie Schmidt, VP Principal analyst, to understand how to execute the best prioritization work with the Customer Journey Prioritization Tool.
Speakers:
Maxie Schmidt, VP, Principal Analyst, Forrester
Keynote Interview: Forrester's 2023 Customer-Obsessed Enterprise Award Winner (In-Person Only)
Forrester’s Customer-Obsessed Enterprise Award celebrates an organisation that exemplifies customer obsession by putting the customer at the centre of its leadership, strategy, and operations to achieve wins for customers, employees, and the business. This session will share insights from Forrester’s 2023 APAC award winner.
Speakers:
Dane Anderson, SVP, International Research & Product, Forrester
Sandra De Zoysa, Group Chief Customer Officer, Director Dialog Business Service , Dialog Axiata
Guest Keynote: Government Services: Converting Crisis To Lasting Legacy (In-Person Only)
In a world of ongoing systemic disruption, the public sector has played a larger and more crucial role in people’s daily lives. None more so than Services Australia, which has been central to supporting the nation through the rolling crises since 2020. To help Australians navigate this next great wave of global change, Services Australia has embarked on a customer-focused transformation to make government services simple, helpful, respectful and transparent. In this fireside chat, Jarrod Howard and Riccardo Pasto discuss how to build trusted services in an increasingly turbulent world.
Speakers:
Jarrod Howard, Deputy CEO, Customer Service Delivery Group, Services Australia
Guest Keynote with Bendigo Bank (In-Person Only)
Speakers:
Nick Carter, General Manager, Digital , Bendigo & Adelaide Bank
Closing Remarks
Reception
Join us for an opening night reception full of networking, fun, food and refreshments.
Friday May 26
Forrester Majestic Guest Breakfast (Invite Only)
Invited guests will join Forrester executives and a valued client to learn about how Forrester helps CX, marketing and digital business leaders meet their strategic objectives with confidence and measurable return.
Speakers:
Dane Anderson, SVP, International Research & Product, Forrester
Reggie Lau, Vice President of Content Marketing Consulting, Asia Pacific, Forrester
General Breakfast
Welcome Back
Speakers:
Riccardo Pasto, Principal Analyst, Forrester
Keynote: What Customers Value
Organizations can’t “deliver” value to customers, even if they’re customer–obsessed. That’s because value isn’t inherent in a firm’s products, services, or customer-facing processes. In this session, you will learn how customers get value, what customers value, and the bold moves you’ll need to make to secure your organisation’s role in customers’ value networks.
Speakers:
Maxie Schmidt, VP, Principal Analyst, Forrester
Guest Keynote: The Journey To Customer Centricity (In-Person Only)
Customer centricity is a journey that needs to be embraced by every employee in the organisation from the moment they join. Learn how Woolworths empowers team members to foster a customer centric culture, focusing on the following:
● Embedding customer centricity
● Building a customer listening culture to drive decision making
● Striving to overcome the challenges faced
Speakers:
Paul Bashford, Head of Group Listening Programs, Woolworths Group
Marketplace Coffee Break & Networking
Marketplace breaks are your chance to connect with sponsors and catch up with colleagues on the show floor.
Check out our Sponsor Spotlights to learn more about the next great solution for your team. Spotlight schedule coming soon.
10:30 am - 11:00 am | Networking Session: ChatGPT will steal your job.
Can you, and should you, create great CX with Generative AI?
Speakers:
Zhi Ying Barry, Senior Analyst, Forrester
Case Study Sessions (In-Person Only)
Hear real world case studies showcasing the value of partnering with the right technology provider.
UserTesting: Taking the guesswork out of developing digital experiences
We’re building digital experiences faster than ever, however often they miss the mark and don’t solve Customer needs or will never be used. The challenge is that decisions made throughout these projects are often made with incomplete data, internal bias, and oftentimes guesswork.
How do we reduce this risk and gain confidence that every digital journey we create will delight customers. How can we drive rapid innovation and ROI?
Join Louis Granger, Director of Solutions Consulting at UserTesting for where you’ll learn the root causes of why organisations are getting it wrong, alongside practical examples you can apply to ensure you maximise your CX investments and get it right everytime.
Key Topics: Customer Feedback Management, Digital Experience Services
Speakers:
Louis Granger, Director of EMEA and APAC Solutions Consulting, UserTesting
Breakout Sessions
Guest Keynote with NSW Government (In-Person Only)
Speakers:
William Murphy, Deputy Secretary, Customer, Delivery and Transformation, Department of Customer Service, NSW Government
Lunch & Marketplace
Marketplace breaks are your chance to connect with sponsors and catch up with colleagues on the show floor.
Check out our Sponsor Spotlights to learn more about the next great solution for your team. Spotlight schedule coming soon.
12:50 pm - 1:20 pm | Networking Session: I trust you.
Learn how to assess the level of trust consumers have with your brand to reap financial, competitive, and reputational benefits.
Speakers:
Tom Mouhsian, Principal Analyst, Forrester
Executive Leadership Exchange (Invite-Only): Exclusive Lunch featuring Q&A with Maxie Schmidt
In this open Q&A session, engage with Forrester Vice President and Principal Analyst, Maxie Schmidt on her new research focused on What Customers Want. Come with your questions and share your perspectives on the topic.
Speakers:
Maxie Schmidt, VP, Principal Analyst, Forrester
John Brand, VP, Advisor, Forrester
What To Do About The Coming Collapse Of The Customer Lifecycle
Today’s consumers thrive on novelty, embrace emerging technologies, and expect more from brands. During the pandemic, businesses proved that they can innovate much faster than they thought possible. As interactions between consumers and companies become faster and more automated, customer experiences will become immediate. As a result, the old reliable distinctions among customer lifecycle phases will evaporate. The customer lifecycle will happen instantaneously or not at all. Brands that embrace this will be able to serve and retain customers more quickly, reliably, and inexpensively than ever. Brands that cling to outdated linear notions of the customer lifecycle, however, will lose customers more quickly than ever. And once these customers are gone, the immediacy of the experiences that they create with their new brands will preclude their return to old ones. During this presentation, learn:
- Why consumer and business trends are driving the collapse of the customer lifecycle.
- What customer experiences will be like after the collapse.
- How CX leaders can prepare their companies and themselves to thrive.
Speakers:
Rick Parrish, VP, Research Director, Forrester
Closing Remarks
Early Access
May 6- 2:00 pm – 2:30 pm AEST Breakout Sessions
Tuesday
May 10- 9:45 am – 11:25 am AEST Welcome Remarks & Keynotes
- 12:00 pm – 1:05 pm AEST Breakout Sessions & Case Studies
- 2:05 pm – 3:10 pm AEST Breakout Sessions & Case Studies
- 3:45 pm – 4:15 pm AEST Keynote Session
Wednesday
May 11- 9:30 am – 10:45 am AEST Keynote Sessions
- 11:25 am – 11:55 am AEST Case Studies
Early Access May 6
Instigating Change To Build Unshakable Confidence In CX And Business Success
In this fireside chat, Marianne Rehn will share how she forged strong collaboration with key stakeholders, drove customer-focused transformation, and embedded CX skills across EiM schools with a Change Agent program.
Speakers:
Marianne Rehn, Group Director Admissions, Marketing, Communications, Market Insights and Customer Experience, Education in Motion (EiM)
Riccardo Pasto, Principal Analyst, Forrester
How 2020’s Breaking Point Enabled Progressive Inclusion Strategies
The impact of unjust police brutality and the pandemic was a breaking point in 2020 for Humana and the Digital Health & Analytics (DH&A) Organization. With disproportionate health disparities and blatant injustices towards Black Americans, DH&A responded by partnering with Forrester Research to launch an enterprise investigation around systems and practices relative to Black/African American associate and member experience disparities. A conceptual framework was developed to address systemic disparities, new sources of value from an EDI lens, and ongoing training and execution of key practices for EDI to reach full integration into our business norms.
In this session, you’ll learn:
- Setting up and finding our “why.”
- The three-phased project and key elements of real EDI strategy.
- 2021 results and our path forward.
Speakers:
Stacy Brooks, Associate Director | EDI Digital Strategy, Humana | Digital Health Analytics
Alex Stein, Principal Consultant, Forrester
Brave New World: From Dystopia To Delight In Automated Conversations
Increasing utilization of conversation automation across the B2B revenue engine reflects a new normal of consumer expectation and customer obsession. The language buyers use to find information and talk about their business problems provides critical insights for driving momentum throughout the complex narrative of a modern buying group journey.
This session will provide the following benefits:
- Learn about the current state of conversation automation in B2B and how marketers are using AI to create and refine conversations across delivery mechanisms.
- Understand best practices for the design and orchestration of conversational interactions that engage and enable B2B buyers.
Speakers:
Jessie Johnson, Principal Analyst, Forrester
Leading Change: Understanding the Human Experience of Change
Change is constant, yet organizational change efforts routinely fail. Join this session to better understand the human experience of change and how you can lead change at your organization from wherever you sit. You’ll learn why trust is essential to change and how to optimize team engagement during change. This session provides a sample of Forrester’s Leading With Customer Obsession Certification course. By participating, you’ll earn credit toward your Leading With Customer Obsession credential.
Speakers:
Jenna Wohead, Director, Product Management, Forrester
Katy Tynan, Principal Analyst, Forrester
Breakout Sessions
Tuesday May 10
Welcome Remarks & Guest Speaker Keynote
CX Isn’t Just About The Customer
During this session, our hosts Riccardo and Michael will set the stage for this year’s programme. We will kick off the event by highlighting Tina Morrell who will share how she is driving customer experience, transforming CX, changing the way of working and driving innovation and creativity at NRMA which has led to amazing results.
Speakers:
Tina Morrell, General Manager for Customer Strategy & Experience Design, NRMA
Riccardo Pasto, Principal Analyst, Forrester
Michael Barnes, VP, Research Director, Forrester
Keynote Session
Successful CXOs Focus On Outcomes
The road to CX Transformation isn’t likely to be well marked, paved, or lined with cheering spectators. Forrester’s research on high-functioning CX teams has shown that leaders who focus on organizational outcomes, and align their work directly with those outcomes, are far more likely to successfully reach their destination.
Participants in this session will learn:
- What successful CXOs do differently
- How to align business outcomes with CX initiatives
- How to communicate the value of CX from a stakeholder perspective
Speakers:
Su Doyle, Senior Analyst, Forrester
Keynote Session
The Future Of Customer Service Is “Automatedly” Human
Customer service automation is key but not the answer. Automation done well guides and empowers customers to enjoy great customer service every time. Understanding that automation is meant to augment, not replace, human support is what gets us closer to getting it right every time. Join this session to understand how automation is transforming and collaborating with human support to deliver the right customer service experience.
Speakers:
Vasupradha Srinivasan, Principal Analyst, Forrester
Case Study Sessions
Join this session to hear industry case studies from leading solution providers.
Attend one session:
KPMG: Victoria’s Mental Health Supported Housing Codesign
KPMG was engaged by Homes Victoria and the Victorian Department of Health to respond to a recommendation from the Royal Commission into Victoria’s Mental Health System, focussed on providing 2000 additional homes for adult Victorians with mental illness who require intensive, ongoing treatment, care and support. KPMG created a genuinely blended team working with people with a lived/living experience of mental illness and service providers to co-design the composition of and design of homes, the range and intensity of supports that will complement these homes, as well as providing advice on how providers can better collaborate to provide integrated support which will inform the design and implementation of Victoria’s future mental health supported housing program
Speakers:
Sharon Cody, Director Customer Advisory, KPMG
Medallia: Businesses think in channels, customers don’t
Customers communicate with a brand whenever and wherever they want. Yet businesses continue to organise around channels.
Only by thinking beyond channels and acknowledging that the customer is in charge can brands truly put the customer first.
In this session, Telstra share how they are making this vision a reality.
Speakers:
Brendon Power, Marketing and Personalisation Technology Lead, Telstra
Aarron Spinley, Regional VP, Thunderhead, Medallia
Breakout Sessions
Breakout Sessions
Case Study Sessions
Join this session to hear industry case studies from leading solution providers.
Attend one session:
Alida: The Power of Co-Creating
From FMCG, to government, from Sporting Teams to Financial Services, everyone has access to one of the most powerful predictors of success; their clients. By thinking outside the box and using customers to not only vet, but also inspire ideas, your business will be able to roll out new products or services with confidence. As an added benefit, those customers will go on to become advocates. Join us to see how others have achieved this.
Speakers:
Miranda Chestney-Law, Director, Customer Success, APAC , ALIDA
Zoom: How Cue Clothing embraces video shopping and boosted sales conversion up to 60%
Cue Clothing has always been a business that prides itself on fashion-forward designs and innovation, and they’re always looking to elevate their customer experience. Join Shane Lenton, CIO of Cue Clothing, and Roger Burgess, CIO Advisor of Zoom to learn how CUE combined the power of data-driven insights and video communication platform, to create a truly immersive retail experience for Cue customers.
Speakers:
Roger Burgess, CIO Advisor, Zoom
Shane Lenton, CIO, Cue
Keynote Panel Session
Thriving In The Era Of Choice
Hybrid engagement is the new reality, both for your customers as well as your employees. Join this panel session to hear from speakers at leading solution providers KPMG and Zoom on how they partner with brands to deliver bold experiences that keep their clients out in front of their competition. This panel discussion will be moderated by Forrester VP, Research Director Michael Barnes.
Speakers:
Michael Barnes, VP, Research Director, Forrester
Roger Burgess, CIO Advisor, Zoom
Carmen Bekker, Partner in Charge, Customer Brand & Marketing Advisory, KPMG
Wednesday May 11
Keynote Session
How To Design For Emotions
Your customers’ purchase journeys are emotional, not just transactional. The post-purchase experience often disappoints, however. The ability of firms to accurately identify make-or-break moments and align capabilities around those moments will determine how successful they are at acquiring, serving, and retaining customers. This session helps business and technology leaders understand how their firms can identify moments that matter and design experiences to better engage with customers in those moments.
Speakers:
Zhi Ying Barry, Senior Analyst, Forrester
Keynote Session
Beyond Digital The Future Of Business Is Human-Centered
We’ve entered the second half of the age of the customer and to compete in the next decade your firm must evolve beyond digital to become a truly human-centered business. Ushering in this new business model is the next great strategic challenge – only a handful of firms have realized the need for a new transformation agenda, many more will follow, and some will fail along the way. You must start by enhancing all stakeholder experiences – customers, employees, partners, shareholders – in alignment with the values of diversity, equity, inclusion, sustainability and trust and look beyond efficiency through digital operations to the effectiveness of outcomes. This means being a champion for creativity as the basis of true innovation and help individuals thrive within a future fit technology landscape.
Speakers:
Sam Higgins, Principal Analyst, Forrester
Guest Keynote Session
Ready For The New CX Post COVID Era: Phygital.
During Covid, consumers radically changed their behavior: shopping more online and more frequently, shifting spending to essentials, trying new brands (especially food and household e commerce categories). The pandemic acted as a catalyst. As a result, ecommerce had a double digit growth aided by the emergence of new technology and social media. At Home Credit, 140 Million customers are trusting us for responsible lending at a global level. We provide retail financial services to 450 000 offline/online stores. This leading position allows us to identify trends that deserve your attention. The online home centric lifestyle will remain but physical retail experience is coming back stronger. Now lockdown has driven a revenge shopping phenomenon, consumers are seeking for retail experience. But the new normal makes the offline world much more tech driven, makes the online world much more experience driven. At Home Credit, 90% of our customers start their consumer journey on our mobile app and the vast majority use it to shop offline. The fusion between online/offline is happening.
CX leaders must build seamless experiences across multiple touchpoints to succeed in this new Phygital world. The success depends on efficient digital transformation including sustainable ESG centric business model.
Speakers:
Frédéric Tardy, Group Chief Customer and Strategy Officer, Home Credit
Case Study Session
Join this session to hear industry case studies from leading solution providers.
Forsta: Digging for gold in the mountain of data: Forsta Case Study with GemSeek
Over 80% of your customers don’t respond to traditional surveys. Yet when the right customer outreach strategies are used, customers are enthusiastic to talk about brands they love. How can CX leaders predict how their customers feel and take proactive steps to improve customer satisfaction, increase loyalty and ultimately drive ROI? Join Forsta and GemSeek to learn how data and smart algorithms can be used to surface human-centered insights for exceptional experiences.
Speakers:
Heath Adams, Managing Director, APAC, Forsta
Morgan Evans, Managing Director, GemSeek
CX APAC · May 25 – 26, 2023 · Sydney & Digital
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