Isabelle Zdatny, CCXP, XMP

Isabelle Zdatny is Head of Thought Leadership & Research at the Qualtrics XM Institute, where she sets the research agenda and leads the development of thought leadership on experience management (XM). She turns complex, emerging questions into clear perspectives and practical guidance for business leaders. Her work connects what research reveals about people with how organizations operate, helping them translate an understanding of customers and employees into better experiences and business results.

With more than 13 years of experience in XM, Isabelle has developed original research, frameworks, and training that help organizations build their XM capabilities. Her recent work includes Qualtrics’ annual Consumer Experience Trends research, the Institute’s Future of XM executive report, and a collaboration with McKinsey quantifying the financial value of AI-enabled customer experience. Her areas of expertise include XM strategy and governance, consumer psychology and emotion, the business value of experience, and how AI is changing the way organizations design experiences for customers and employees.

Isabelle advises executive teams on XM strategy and speaks at industry conferences around the world. Her work has appeared in The New York Times, Fortune, and Forbes, among others. She joined Qualtrics in 2018 when it acquired Temkin Group, the CX research and consulting firm where she had worked for five years. She is a Certified Customer Experience Professional (CCXP), an Experience Management Professional (XMP), and a graduate of Wellesley College.