Decoding the trends shaping Experience Management (XM) in 2024

Qualtrics 2024 XM Trends Zürich:

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:

8.45 – 9.30 // Arrival & Networking Breakfast

9.30 – 9.40 // Welcome & Introduction

9.40 – 10.25 // 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.

10.25 – 10.50 // AI and XM — What’s Next? // Therese Morley, Principal Solution Engineer, Qualtrics

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

10.50 – 12.00 // Customer Showcase:

CX: Laetitia Saint-Pierre, Global Digital Engagement Manager at SGS

EX: Elisa Foppa, Head of Employee Experience and Engagement at UBS

12.00 – 13.00 // Lunch

13.00 – 14.30 // Facilitated Networking Roundtables – CX & EX // Alexandre Mina (EX) & Adriana Piazza (CX)

14.30 – 15.00 // Reception

Location:

Sheraton Zurich Hotel, Pfingstweidstrasse 100, 8005 Zurich, Switzerland

Cost:

Free

Speakers:

Laetitia Saint-Pierre

Global Digital Engagement Manager, SGS

 

Elisa Foppa

Head of Employee Experience and Engagement, UBS

James Scutt

Principal XM Catalyst, Qualtrics XM Institute

Alexandre Mina

Enterprise Sales Switzerland, Qualtrics

Adriana Piazza

CX Solution Strategist, Qualtrics