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XM Institute + Pandora Experience Day

Decoding the 2024 Trends

Tuesday 20th February 2024 // 14:45-15:45 // Pandora A/S Havneholmen 17-19 1561 Copenhagen V Denmark

Join James Scutt, CX Leader of the Year and XM Institute Catalyst, to hear the latest research from Qualtrics.

Consumer Trends is an annual study from Qualtrics, delving into the thoughts and feelings of customers. We will share the five (perhaps surprising) trends reshaping the world of work in 2024 that you need to be aware of to ensure that you are able to continue delivering the best experience for your customers in uncertain times. We’ll explore what your customers (and employees) want to see from organisations and why leaders need to focus on empathy over efficiency to win in the current climate.

Thank you for your interest in this event. We hope to see you there!

Making business more human in 2024

Hosted by XM Institute Catalyst, James Scutt it’s a unique opportunity to hear how brands in the Nordics are tackling today’s challenges. Highlights of the event:

  • Human connection is the foundation of a winning AI Strategy
  • Great service beats low prices in the battle for customer loyalty
  • Digital support is the weakest link in your customer journey
  • Consumers don’t give feedback like they used to… so companies must listen in new ways


James Scutt // XM Catalyst, Qualtrics XM Institute
A highly respected expert in Experience Management (XM) and Customer Experience strategy. James is known as a trusted advisor for organisations seeking to improve and transform their customer’s experiences. With a diverse background across Experience Management, Strategy and Governance, Sales, Operations and digital adoption, James brings a unique perspective to his work.

Recognised as Customer Experience Leader of the Year, James is a certified Experience Management Professional (XMP), an Accredited Customer Experience Professional (ACXP), as well as regularly voted one of Europe’s leading industry experts.

As an industry thought leader, an experienced Non-executive Director, Committee Chair and a sort after keynote speaker, James advises organisations on their customer and employee experience strategies and publishes compelling thought leadership content that helps experience management professionals transform how they operate.


20th February 2024




Pandora A/S Havneholmen 17-19 1561 Copenhagen V Denmark