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The power of omnichannel insights to drive change

The volume of unstructured data in the world is growing rapidly – 80% of customer data will be unstructured by 2025, according to IDC. Yet most companies are unable to take advantage of the goldmine of untapped customer insights from conversations and interactions with the unique signals they provide into sentiment, effort, and emotion.

So where should you begin? Join this session to hear from Vicky Katsabaris, Qualtrics’ Director of XM Solutions – APJ, Marianne Pierce, Hesta’s Member Experience lead and featured guest Riccardo Pasto from Forrester on how to evolve your CX program.

Learn how to:

  • Make it real – Understand the types of feedback, their use cases, and the value they provide across your organisation
  • Get started – Leverage a simple framework for defining a CX listening strategy that combines solicited and unsolicited feedback for deeper journey understanding
  • Acquire buy in – Hear how to get your boss onboard and build champions across the organisation

Watch Now

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Picture of Marianne​ Pierce

Marianne​ Pierce

Member Experience Lead, Hesta

Marianne is an insights and experience lead and strategist. Having worked in consulting for a decade before joining HESTA, her experience spans qualitative and quantitative methodologies across various categories and all aspects of end to end market research and insights consulting. Marianne currently leads the Member Experience Team at HESTA, looking after their Voice of Member Program, Insights Community, Brand & Advertising Tracker, adhoc strategic research, member experience frameworks and the Qualtrics platform.

Picture of Vicky Katsabaris

Vicky Katsabaris

Director of XM Solutions, APJ, Qualtrics

Vicky is the Director of the Qualtrics Solutions organisation in Asia Pacific and Japan. She leads a team of industry experts across all XM categories - Solution Strategists and Engineers who work directly with Qualtrics customers to help them connect their vision to Qualtrics solutions and best practices for Experience Management. She’s spent her career in the IT/Telecommunications industry advising brands on the strategy, leadership and practices that earn the loyalty of their employees, customers and partners.

Picture of Riccardo Pasto

Riccardo Pasto

Principal Analyst, Customer Experience, Forrester

Riccardo Pasto Principal Analyst, Customer Experience, Forrester Riccardo serves customer experience (CX) leaders. His research focuses on CX management, customer service, cocreation, and design thinking.

Riccardo has over 10 years of experience in Asia Pacific. Prior joining Forrester, he worked with Lenovo as a customer service strategist, where he led strategic planning and market intelligence with a long-term focus on customer experience improvements. At Lenovo, he also drove global postmerger communications between the Lenovo and Motorola service teams. Before Lenovo, Riccardo worked with GCS Business Capital, where he led research activities for Chaotics, a strategic business framework for dealing with economic turbulence.

Riccardo is fluent in English, Mandarin, and Italian. In addition, Riccardo holds a dual MBA degree from Peking University and the University of Washington.

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