Decoding the trends shaping Experience Management (XM) in 2024

Qualtrics 2024 XM Trends Berlin:

Creating genuine, human connections with customers and employees remains top of every organisation’s wish list in 2024.

But with the acceleration of new technologies like AI, customers that increasingly stay silent when things go wrong, and a frontline workforce largely unequipped to deliver the experiences that drive spend and loyalty, it’s never been harder to get right.

Join us as we dive deep into the trends shaping how customers and employees feel about the companies they buy from and work for, based on our annual research with more than 60,000 people around the world.

What you’ll learn:

• How to build an AI strategy that supports, not replaces, human connection


• Strategies to support and engage your frontline employees to deliver better customer experiences


• How to understand the end-to-end omnichannel customer journey to identify and resolve friction


• New ways to understand how people feel using structured and unstructured data

Agenda:

9.00 – 10.00 // Arrival & Networking Breakfast

10.00 – 10.10 // Welcome & Introduction

10.10 – 10.55 // The Trends Shaping XM in 2024 // James Scutt, Principal XM Catalyst, Qualtrics

Dive into the trends shaping customer and employee experience, based on our annual research of more than 60,000 people in 26 countries. We’ll explore consumer and employee attitudes to AI, uncover the biggest gaps in the customer journey, and provide new strategies to better understand, and connect with the customers and employees you serve.

10.55 – 11.20 // AI and XM — What’s Next? // Paul Cramer, Principal Solution Engineer, Qualtrics

Get a first look at how AI is reshaping how companies connect with customers and employees on the XM Platform™.

11.20 – 12.00 // Evolving Experience Management at Deutsche Kreditbank // Katarina Mai, Research & Communication at Deutsche Kreditbank DKB – (DE)

Hear how Deutsche Kreditbank is responding to the changing customer and employee landscape and adapting their XM program to better connect with customers and employees. Submit your question before the event or during the session, and we’ll put them to our speakers.

12.00 – 13.00 // Lunch

13.00 – 14.30 // Facilitated Networking Roundtables – CX & EX // Svenja Niemeyer & Dr. Roland Abel, CX und EX Solution Strategy bei Qualtrics

14.30 – 15.00 // Reception

Location:

Spreespeicher Eventlocation, Stralauer Allee 2, 10245 Berlin

Cost:

Free

Speakers:

Katarina Mai

Research & Communications, Deutsche Kreditbank

Katarina Mai has been with Deutsche Kreditbank (DKB) since 2013 and is currently leading the Research & Communications team in retail banking.

James Scutt

Principal XM Catalyst, Qualtrics XM Institute

James Scutt is a Principal XM Catalyst with Qualtrics XM Institute. Recognised as one of Europe’s leading Experience Management experts and CX Leader of the Year, James has a highly successful background spanning government, retail, financial services, and hospitality industries. Prior to Qualtrics, he successfully led the customer experience transformation in the UK Post Office and also worked as an award-winning chef.