Customer Experience

Must-see healthcare 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 healthcare organizations at X4. There’re stories from big brands, thought leadership from the best in the business, and much more

Jump straight to:

Morning mainstage inspiration

Take a deep dive into XM in healthcare

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 Healthcare

Join our team of healthcare experts for a deep dive into XM in Healthcare and see first hand how XM can help you go beyond traditional satisfaction measurement to really drive digital, patient/member, employee, clinician, brand, and product breakthroughs.

13:00-13:45 // 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 it's 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

Medical center, 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 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

Better leaders, better experiences

Dave Dequeljoe, Leadership Development, Qualtrics

HR teams everywhere have a secret army at their disposal when it comes to delivering breakthrough employee experiences. Join Dave Dequeljoe to find out how you can enable leaders at every level of the organization to unlock a powerful multiplier effect that can take your employee experience to the next level.

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:

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

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 // Weds, 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

Employee engagement in action

Empower every manager in your organization to improve employee engagement with real-time insights that show them exactly where to focus their efforts to increase employee performance.

13:00-13:15 // Thurs, 12 March // Growth Shop

Go behind the stories from breakthrough brands

Want to hear how some of the most successful healthcare 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 healthcare organizations in the world.

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

Modern healthcare to power a healthier world

Tony Mirau, SVP Customer Office, Optum

Connecting data-driven insights, clinical expertise and advanced technologies to create a more personal, compassionate and affordable health care experience for both patients and providers.

14:00 // Weds, March 11

How to transform the care delivery experience

Angela McClure, Chief Experience Officer, Fresenius

Listen systematically to customers, understand their needs, and take quick action on their feedback to transform care delivery.

16:00 // Weds, March 11

The digital transformation imperative

Neil Gomes, Chief Digital Officer, EVOP of CX, Jefferson Health

Listen systematically to customers, understand their needs, and take quick action on their feedback to transform care delivery.

14:00 // Thurs, March 12

Be the change: internal listening drives success

Charlene Foley, VP, Head of Exceptional Experiences, Blue Cross NC

Better listening everywhere builds better experiences for everyone. Learn how a modern enterprise-wide Voice of Consumer strengthens relationships with customers.

14:00 // Thurs, March 12

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

Not Registered for X4?