X4 Sydney 2025: Building authentic connections in an AI world

X4^® Sydney 2025 saw XM leaders from around the globe come together to experience inspirational keynotes, practical breakout sessions from the world’s biggest brands, and new innovations launched on the XM Platform® powered by Qualtrics^® AI.

Brad Anderson, President of Product & Engineering at Qualtrics, opened up the event with a powerful message centered on connection, empathy, and the evolving role of technology in shaping human experiences. Reflecting on both deeply personal stories and everyday customer journeys, Brad emphasized that true human connection remains at the heart of exceptional experiences. Whether easing frustration in a botched mobile phone order or navigating complex healthcare experiences, the difference lies in how organizations design journeys that make people feel seen, heard, and understood across all touchpoints.

Disjointed experiences erode trust, opportunity, and ultimately, can lead to lost revenue. Brad highlighted how Qualtrics Experience Agents^TM can transform these interactions by anticipating needs and resolving issues proactively and in the moment. This next generation of AI-powered digital workers promises to amplify human understanding at scale, enabling organizations to deliver experiences that are not only efficient but empathetic and deeply personalized.

“They bring a whole level of intelligence, decision making, and actioning to barrier. And they're tailored to the thousands of experiences in your businesses. And unlike transactional agents, experience agents are deeply rooted in Qualtrics’ unique ability to help organizations understand people.” - Brad Anderson, President of Product & Engineering, Qualtrics

Click here for a run-down of the new innovations we showcased at Sydney & Salt Lake City.

Leveraging data and technology to elevate workplace connection

The theme of making every connection count carried over to the customer breakouts where Queensland Rail shared insights from their five-year journey transforming their employee experience (EX) program. The program’s purpose is to create meaningful connections with their workforce of over 8,500 employees and consistently respond to their feedback, an approach that has driven record participation and sustained momentum. Since launching their QR Engage survey in 2020, they have made significant strides by customizing the survey and action planning process, enhancing technology for leaders and employees, and increasing engagement through targeted communication campaigns.

Queensland Rail’s success stems from deliberately aligning their EX program with their organizational strategy and priorities. This alignment has led to notable improvements, such as a 17-point increase in employees’ understanding of company strategy, a 16-point uplift in sustainability awareness, and significant gains in trust in leadership and communication. Additionally, innovations such as AI-driven comment summaries and ideas boards, have made it easier for leaders to gain clear insights and act meaningfully on employee feedback.

“[Comment summaries have been] an absolute game changer for our leaders, particularly with big teams. It allows them to get a clear and easy insight into what their teams are feeling and saying about working at Queensland Rail, but it also provides an additional level to the story that we're trying to tell when we're doing debriefs.” - Jeff Dullaway, Principal Adviser, Employee Experience, Queensland Rail

Building authentic connections in an AI-driven world

Kamal Sarma, best-selling author and co-founder of Rezilium, closed out the event by highlighting that the greatest gift we can give another human being is our presence—being fully engaged in the right conversation at the right time. In an increasingly AI-driven world, he emphasized that as technology advances, the need for authentic human connection rises even higher. Leaders who prioritize emotional resilience and genuine engagement are better positioned to build lasting relationships that drive meaningful success.

Kamal also underscored how organizations that foster stronger human connections with their customers stand out in a crowded marketplace. By focusing on presence and authentic communication, companies can differentiate themselves from competitors and create lasting loyalty. His key message was clear: while AI continues to transform how we work and interact, it’s the human element, rooted in a real, timely connection, that ultimately fuels growth and resilience.

“To build strong human connections with your customers, with your employees, with your partner, with your kids is giving them the right conversation at the right time.” - Kamal Sarma, Author, Co-Founder, Rezilium

Stay tuned for post-event content

While the X4 Sydney on-demand page is being prepared, we’d love to hear your thoughts on the event. Please take a moment to complete our survey and help us make future events even better.

Click here to take the survey.

Will we see you in Seattle?

In 2026 we’re bringing X4 to a brand new city. Mark your calendars for March 17-19, 2026 when we hope to see you in Seattle! Stay tuned for more information in the coming months.