Product Experience

Must-see product experience sessions at X4 2020

It’s the biggest Experience Management event on the planet, so you won’t be short of things to see. Check out our guide to the must-see sessions for product teams at this year’s X4. There’s everything from breakthrough brands to world-class thought leadership.

You’ll find it all at X4 - stories from the brands using XM to deliver breakthrough products, thought leadership from the best in the business, and an inside look at the tech helping organizations turn products into obsessions.

As you plan out your days at X4, here’s a look at some of the sessions we recommend to help you come away from the event with all the inspiration and practical tips you need to take your product experience (PX) program to new heights in 2020.

Jump straight to:

Morning mainstage inspiration

World-class thought leadership

What’s new in PX?

Get hands on with the technology

Take a deep dive into your industry

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 your PX 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

We’re all digital now

Juliana Holterhaus, XM Scientist

Restaurant, tire shop, or multinational retail chain – every business is a digital business now, not just the eCommerce giants. Join Juliana Holterhaus to explore 5 things any business can do to make digital a breakthrough experience.

16:00-16:20 / 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? 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

The power of journeys to drive XM

Aimee Lucas, Principal XM Catalyst, XM Institute

We often spend so much time obsessing over each and every interaction with customers, employees, and prospects that we forget to look at the big picture. Join Isabelle Zdatny to explore how stepping back to look at journeys, not just interactions, is the key to breaking down silos and forging long-lasting, profitable relationships.

15:30-15:50 / Thurs, March 12 // XM Institute Theater


See what’s new in Experience Management

Take a look at the trends shaping product 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 in ProductXM that will change how you work in 2020.

When? 14:00 // Weds, March 11

Get hands-on with the tech enabling PX 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 PX program with Qualtrics.

There’s a rolling agenda each day of demonstrations and short classes. Here’s some of our PX highlights:

Frontline product feedback in action

Go beyond customer feedback and learn how incorporating the voice of frontline employees into your product development can help you develop breakthrough products

14:15-14:30 // Weds 11 March + Thurs 12 March // Growth Shop

Concept testing

Every great product starts with an idea. Join us for a walkthrough of how Qualtrics XM Concept Testing help you spot your next breakthrough idea!

14:30-14:45 // Weds 11 March + Thurs 12 March // Growth Shop

Product Optimizer

From the features to invest in to the pricing and packaging, see how Product Optimizer works and learn how you can use it to make sure your next launch is a breakthrough moment

14:45-15:00 // Weds 11 March + Thurs 12 March // Growth Shop

Product Satisfaction Dashboards

Join us for a walkthrough of Product Satisfaction Dashboards in ProductXM and see first hand how you can start using it today to monitor, analyze, and act on your product feedback.

15:00-15:15 // Weds 11 March + Thurs 12 March // Growth Shop

Take an industry deep dive with the experts

Want to see how XM works in your industry? Every afternoon we’ll be hosting 45 minute deep-dive sessions focusing on different industries. This is your chance to hear from our industry experts, meet others in your industry and get hands-on with the tech.

Here’s our full list of industry sessions - they’re all happening in the XM Atrium in the Growth Shop.

    • Healthcare — 13:00-13:45 // Weds, 11 March
    • Technology —14:00-14:45 // Weds, 11 March + 13:00-13:45 // Thurs, 12 March
    • Automotive —14:00-14:45 // Thurs, 12 March
    • Financial Services — 16:00-16:45 // Weds, 11 March + Thurs, 12 March
    • Government + Public Sector — 15:00-15:45 // Weds, 11 March
    • Education — 15:00-15:45 // Thurs, 11 March


Go behind the stories from breakthrough brands

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’s a few must-see sessions for each day:

Luxury Experiences from Head to Toe

Timo Ebert, Head of Brand Strategy and Customer Experience, Hugo Boss

Hear how Hugo Boss weaves XM into every fabric of its brand from its products to its customer experience. It’s 12 month turnaround provides the perfect model of XM than any brand can follow.

14:00 // Weds, March 11

The breakthrough that changed the game

Chris Burke, Global MArketing Director, Olympics, Nike

NBA players were banned from warming up in hooded sweatshirts. But with fan, player and scientific data on its side, Nike convinced the NBA to make a change, opening the door for a breakthrough product.

16:00 // Weds, March 11  

A transformation powered by AI and X-data

Vincent Karachira, Chief Product Officer

Discover the story behind Rakuten’s transformation from a marketing tool to a fully-fledged platform - all thanks to artificial intelligence and experience data.

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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