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Decoding the trends shaping Experience Management (XM)
in 2024

29 FEBRUARY 2024 // 9.00AM - 3.30PM GMT

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 – 10.00AM // Registration & Breakfast

10.00AM – 10.10AM // Welcome & Introduction | Tyne Mills

10.10AM – 10.55AM // The Trends Shaping XM in 2024 | Moira Dorsey
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.

10.55AM – 11.15AM // AI and XM — What’s Next? | Anthony Keenan
Get a first look at how AI is reshaping how companies connect with customers and employees on the XM Platform™.

11.15AM – 11.55AM // Panel Discussion – Putting XM into Practice
Hear how Currys and BT are building their experience strategies for 2024 to improve how they connect with customers and employees.

12.00PM – 1.00PM // Lunch

1.00PM – 2.30PM // Breakout Sessions

CX Breakout: CX Trends 2024 Deep Dive – Leonie Brown & Matt Trickett
Go in depth with our CX experts on the trends shaping customer experience. With each trend from this year’s report, take part in our interactive workshops with polls, quizzes, and more.

EX Breakout: EX Trends 2024 Deep Dive – Jake Outram & Simon Daly
Join HR leaders to dive deeper into the employee experience trends, and learn how you can adapt your employee listening programs with guidance from our experts. This interactive session is an opportunity to get hands on with this year’s trends and start to build your roadmap for 2024 and beyond.

2.30PM – 3.30PM // Networking Reception


Bankside Hotel, 2 Blackfriars Rd, Upper Ground, London SE1 9JU


  • Tyne Mills // VP Sales UK&I // Qualtrics

  • Moira Dorsey // Principal XM Catalyst // Qualtrics

  • Anthony Keenan // Senior Principal Solutions Engineer // Qualtrics

  • Leonie Brown // Principal XM Product Scientist // Qualtrics

  • Matt Trickett // XM Solutions Consultant // Qualtrics

  • Jake Outram // EX Scientist // Qualtrics

  • Simon Daly // EX Consulting Director // Qualtrics

  • Lewis Day // Customer Strategy Director // Currys

  • Katharine Sherwood // Talent, Leadership & Performance Director // BT Group


Thursday, 29 February 2024

Add to Calendar >


9.00AM – 3.30PM GMT


Bankside Hotel
2 Blackfriars Rd, Upper Ground

Secure your seat for our 2024 XM Trends event