2019 Customer XM Breakthrough Sessions

Discover how the visionaries and leaders behind the world’s most iconic organizations shared how they designed and delivered breakthrough experiences at 2019 Qualtrics X4 Summit.

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Click "Watch Now" to view the Breakthrough Sessions below.

American Express

Listen and Act: How AMEX Pairs Listening & Incentives to Bring the Voice of the Customer to Life

To be truly customer-centric you need to empower people at all levels of your organization to listen to the customer and act on the insights. With an emphasis on customer listening from call center to the C-suite you’ll find new ways to learn from your customers. Find out how American Express employs a broad spectrum of approaches (from call listening to advanced modeling) to empower employees and uncover meaningful insights to create world-class Customer Experiences.

Luis Angel-Lalanne|VP, Customer Listening

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United States General Services Administration

Marrying O Data And X Data To Save Taxpayer Dollars

GSA is the "B2B" agency of the federal government, delivering value and savings in real estate, acquisition, technology, and other mission-support services across government. Through this session, we will share examples of how we are using an enterprise-wide Voice of the Customer program (via Qualtrics) to align feedback (X data) from both agency customers and industry partners with operational data, informing how we design our products and services. We will also touch on the governance structure set in place to enable self-service feedback collection processes while adhering to a consistent enterprise-wide brand that minimizes survey burden to the customer.

Anahita Reilly|Chief Customer Officer

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Qualtrics

Simple Changes to Create the Future of Contact Centers

The contact center is often the low point of a customer’s experience with a brand. But if they're calling, then the stakes are high. With the right approach and tools, you can turn their pain into an opportunity for a lasting positive experience and improved loyalty. In this session, you’ll learn how to meet your customer's needs and delight them in the process.

Luke Williams|Head of CX Strategy

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Dun & Bradstreet

The Why Behind the What: Using Analytics to Improve Customer Retention

Retaining a customer is less expensive and often leads to higher lifetime value than acquiring new ones, but it’s easier said than done. Many B2B companies lean heavily on financial data and firmographics to study retention patterns – profiling patterns across industries and company sizes. In this session, you’ll learn how to augment your approach with experience data and other operational data to not only understand the key drivers of attrition but identify actions to take before it’s too late, so you can retain your most valuable customers.

Rachel Richter|VP, Customer Insights

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Qualtrics XM Institute

The Path to Mastering XM Across Your Enterprise

The XM Institute surveyed 100s of executives to understand their XM efforts and aspirations.. During this session, you’ll hear results from the study, “The State of XM,” which will help you chart your path to becoming an XM leader. The session will cover the ROI, maturity levels, and insights about what separates XM leaders from their peers.

Bruce Temkin|Director

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Customer Bliss

Would You Do That to Your Mother? 5 Steps to Accelerate CX and Earn Admirable Growth

Jeanne Bliss, one of the international architects of the customer experience movement pushes us out of the mechanics of experience to what must exist to truly change a company to earn admirable growth. This is creating an insistence on what our behavioral model must be, and what we won’t tolerate it to be. It is choosing our non-negotiables about how we will and will not grow. It is how intent and motivation for helping customers and employees achieve their goals must translate to how we operate, guide people and elevate them to bring the best version of themselves to work. In this session, Bliss provides a template for reviewing our lives as customers and our customers lives – offering 4 dimensions where we must behave admirably in our actions, with our people, and in how we choose to run our business. Her 5th is a new simple quiz to use throughout your organization that will clear the path for action, and simplify what we must and must not do – to guide our leaders our organizations to earn admirable growth.

Jeanne Bliss|Founder and CEO

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