The future of XM: A look into 2025 EX & CX trends

Jessica is an Executive with over fifteen years of expertise in strategy, digital technology, eCommerce, and marketing. Currently heading Marketing, Customer Experience, Customer Care, and Customer Insights at Harry Rosen, she focuses on building exceptional customer experiences and outcomes. Previously, she has held leadership roles at League, Payless Shoesource, and Holt Renfrew, where she spearheaded digital transformations and customer growth. A Columbia Business School MBA graduate, Jessica is passionate about leading high performing teams that leverage creativity, data, and technology to streamline operations, deliver seamless customer experiences, and create business value.

Kim Clark is an experienced leader of revenue growth, innovation and profitability in the consumer products and retail market. She currently holds the position of Vice President, Lottery & Customer Success at OLG where she is accountable for the $4.4 billion lottery P&L with a portfolio spanning 4 lines of business and dozens of products. Additionally, she runs the Lottery Innovation lab and the enterprise-wide Customer Strategy, Insights & Experience practice.

Derek Bildfell is the CEO of Acceleration Strategy, a consulting firm specializing in experience management for leading US and Canadian companies. With over 20 years of experience, Derek helps C-suite leaders leverage CX and EX to drive business success through strategies from enterprise governance to closed loop performance management.

Dr. Granger has spent more than 15 years building, running, and optimizing employee measurement and management programs. In his role, Ben leverages original research to offer insights into macro workplace trends, ex, and the future of how we work.

Ryan is one of the founding members of the Qualtrics Canada business and serves as Country Manager today. Over the years, he's grown the Canadian team across multiple segments, which has lead to expansion across more than 1000 Canadian customers. He's also partnered with local System Integrators to build an Ecosystem that understands the market and nuances to better support these customers. Ryan and his team's objective has and will continue to be growing the XM Community across the country.

Justin is responsible for XM Strategy for North American Financial Services at Qualtrics, where his expertise in customer experience (CX), insights, and digital strategy integrates with his analytics-driven approach to propel organizations forward.