The pragmatic path to AI: A conversation with Bosch

We are at the brink of a transformative era in commerce, defined by a fundamental shift in how businesses engage with customers and employees. I had the pleasure of discussing this with Ivan Skerl, President of Bosch Digital Americas and CIO of Bosch Americas, who interviewed me about the incredible potential of AI in experience management.

Our conversation was an exploration of what I call "pragmatic AI." It’s not about building a generic platform, but about creating AI solutions that seamlessly integrate insights directly into the workflows people use every day, making their jobs easier and helping them discover insights they couldn't get anywhere else so they can take the right action. Taking the right action at the right time is how you foster the kind of relationships that drive long-term loyalty and engagement.

The rapid pace of innovation in AI leaves many leaders questioning where to start. Internally, we’ve tackled this head-on by establishing a centralized AI team whose core mission is to keep our entire engineering organization up to speed on a weekly basis, ensuring we can deliver on our roadmap and stay ahead of the curve. This commitment is mirrored in our work with global leaders like Bosch, a company with over 400,000 employees worldwide that leverages Qualtrics to transform their EX program, enabling them to analyze 95% of their feedback data instantly. This represents a transformative leap from the previous 30% analyzed over 6 to 8 months, and has now enabled Bosch to collect over 1,800 employee ideas in just six days.

What makes our partnership with Bosch so exceptional is their cultural commitment to this vision. It was inspiring to see firsthand how they’ve embraced experience management, evidenced by over 150 attendees at our second XM Day in just over a year. This event, where we collaborate directly on-site with Bosch to brainstorm, learn, and co-educate, developing tailored experience management ideas, demonstrates a strategic priority and passion for these insights.

I look forward to continuing our collaboration with Bosch as they lead the way in delivering exceptional experiences at a global scale. You can watch our full conversation here.