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Decoding the trends shaping Experience Management (XM)
in 2024

21 FEBRUARY 2024 // 9AM - 2PM CET

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


9:00AM – 9:45AM // Registration & Breakfast

9:45AM – 10:00AM // Welcome & Introduction

10:00AM – 10:40AM // The Trends Shaping XM in 2024
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.

10:40AM – 11:00AM // AI and XM — What’s Next?
Get a first look at how AI is reshaping how companies connect with customers and employees on the XM Platform™.

11:00AM – 12:30 // Workshop

12:30PM – 1:30PM // Lunch


Haymarket Stockholm, Hötorget 13-15, 111 57 Stockholm, Sweden


Headshot of James Scutt, XM Catalyst at Qualtrics

James Scutt

XM Catalyst // Qualtrics XM Institute

Recognised as one of Europe’s leading Experience Management (XM) experts, James is a Customer Experience strategist and Business Transformation expert with a unique experience set across multiple industries. A Non-executive Director and Committee Chair, James is a Principal XM Catalyst with the Qualtrics XM Institute.


Wednesday, 21st February 2024

Add to Calendar >


9:00AM – 2:00PM CET


Haymarket Stockholm
Hötorget 13-15
111 57 Stockholm

Secure your seat for our 2024 XM Trends event