Customer Experience

Must-see government and public sector sessions at X4 2020

It’s the biggest Experience Management event in the world, so you won’t be short of things to see. Check out our guide to the must-see sessions for government and public sector organizations at X4. There are stories of XM in action, thought leadership from the best in the business, and much, much more

Jump straight to:

Morning mainstage inspiration

Take a deep dive into XM in government

World-class thought leadership

What’s new in XM

Get hands on with the technology

Hear from breakthrough brands

Morning mainstage inspiration

Each day at X4 kicks off with a morning of inspiration on mainstage. Wednesday sees the event kick off with Qualtrics CEO Ryan Smith, Oscar-winning actor Matthew McConaughey, Co-founders of Magnolia Chip and Joanna Gaines, Co-founder and CEO of The Character Lab Angela Duckworth and of course former First Lady, Michelle Obama.

And that’s just day 1! Thursday will see Ryan Smith return to the mainstage, alongside talkshow legend Ellen Degeneres and renowned researcher and author of no fewer than 5 New York Times bestsellers, Brené Brown.

Take an XM deep-dive into Government and Public Sector

Join our public sector team to explore how XM is transforming the way we deliver public services and get hands-on with the tech helping hundreds of public sector organizations create breakthrough moments for citizens and employees.

15:00-15:45 // Weds, March 11 // Growth Shop

Take your XM program to a new level with world-class thought leadership

The greatest minds in XM will take to the XM Institute Theater every afternoon for a series of sessions that will help you mature your program, including:

The human experience cycle

Bruce Temkin, Director of the XM Institute

Whether its customers, employees, products, or brands, every experience is built around one thing — people. Join industry visionary Bruce Temkin to explore the Human Experience Cycle (HxC) and how it impacts every part of our lives.

13:30-13:50 // Weds, March 11 // XM Institute Theater

Hitting fast forward on customer experience

Moira Dorsey, Principal XM Catalyst, XM Institute

Ask any exec and they’ll tell you they want to lead their industry in customer experience. But why the slow progress? And what do you need to focus on to really deliver breakthrough experiences for your customers? Join Moira Dorsey to learn how to build your CX roadmap and plan your path to CX maturity

15:00-15:20 // Weds, March 11 // XM Institute Theater

Don’t measure. Do.

Leonie Brown, XM Scientist

Want to know if you’re doing badly? Or maybe just not as badly as your competitors? Or do you want to really deliver breakthrough experiences for your customers and employees? Then it’s time to take action. Find out how moving away from the metrics and towards a culture of action can help you become an XM master.

14:10-14:30 // Thurs, March 12 // XM Institute Theater

XM leadership - taking the whole company with you

Aimee Lucas, Principal XM Catalyst, XM Institute

When XM is truly embedded across an organization, you need a governance structure to manage it. Find out how to design a governance model that sets you up to ignite momentum and get the whole organization delivering XM breakthroughs.

15:10-15:30 // Thurs, March 12 // XM Institute Theater

See what’s new in Experience Management

Take a look at the trends shaping customer, product, employee, and brand experience in our mainstage keynotes from the Qualtrics teams.

They’ll be taking to the mainstage in the afternoon to explore how the landscape is shifting in XM and show some of the innovations on the XM Platform that will change how you work in 2020.

  • Brand + Product Experience - 14:00 // Weds, March 11
  • Employee Experience - 16:00 // Weds, March 11
  • Customer Experience - 14:00 // Thurs, March 12
  • Experience Management - 16:00 // Thurs, March 12

Get hands-on with the tech enabling XM breakthroughs

When the morning mainstage sessions end, we’ll be opening the doors to the Growth Shop — your place to learn how to grow your XM program with Qualtrics.

There’s a rolling agenda each day of demonstrations and short classes for brand and marketing teams:

Managing XM at Scale

Enable the entire organization to get started with Experience Management by mastering the governance and controls built into the XM Platform and designed to help you scale quickly and securely.

13:00-13:30 // Weds, 11 March // Growth Shop

Stats iQ: Uncover breakthrough insights from your data

Meet your in-house team of data scientists. Join us for a deep dive into Stats iQ and find out how you can use it to go from research data to breakthrough insights

13:30-14:00 // Thurs, 12 March // Growth Shop

Turn employees into advocates and make the customer voice louder than ever

Your frontline employees know your customers better than anyone. Learn how to make the most of this by capturing and measuring customer feedback, so you can focus on what matters and take action.

15:30-15:50 // Weds, 11 March // Growth Shop

Create an unmatched connected customer experience

The end of the one-size-fits-all approach to CX. See how delivering real-time, 1-to-1 personalized experiences across touchpoints can drive measurable benefits for your company.

16:00-16:20 // Thurs, 12 March // Growth Shop

Access deep customer intelligence, at scale - no surveys required

Learn how to create a system of action by understanding your customers at the deepest level possible, uncovering insights that a single point CRM solution or master data platform could never provide

17:00-17:20 // Weds, 11 March // Growth Shop

Go behind the stories from breakthrough government and public sector organizations

Want to hear how some of the world’s biggest brands made their breakthroughs? Join our 45-minute sessions at 14:00 and 16:00 each day to go behind the breakthroughs with the people leading XM programs at some of the most successful companies in the world.

Here are a few must-see sessions for each day:

The Journey of 330 Million People

Michelle Bartram, Chief Experience Officer
Stephen Buckner, Assistant Director of Communications, U.S. Census Bureau

Find out how mapping out the journey for every respondent as part of the 2020 census, and a move to online responses could transform the lives of millions of Americans.

14:00 // Weds, March 11

Turning public services into experiences

Aleisha Woodward, Deputy Assistant Secretary, Policy Bureau of Educational and Cultural Affairs
Mohammed Al Rawi, Chief Information Officer, LA Public Defender’s Office

How do you manage the brand reputation of an entire country? Or meet the needs of the public servants so many rely on? Find out how XM is helping deliver breakthroughs across the public sector.

16:00 // Weds, March 11

Enabling transformation to reach new heights

Aniza Brown, Chief of Corporate Transformation, HAFB, U.S. Air Force

Their objective is to provide rapid, efficient, and mission-ready capabilities for the warfighter. Learning to transform and modernize the Air Force.

14:00 // Thurs, March 12

One brand. 11,000 unique experiences.

James Scutt, Head of Customer Experience Strategy and Deployment,
UK Post Office

Learn how UK Post Office has handed control to 11,000+ local branches to create breakthrough moments in their own communities that connect with customers.

16:00 // Thurs, March 12

That’s just a taster of some of the sessions at X4 2020 — there are over 120 sessions to choose from over the 3 days of the event, you can find all the details in the full agenda.


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