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Experience Summit

JULY 13 / 8:30 AM - 4:45 PM ET

XM Live DC
Practical advice. Inspirational experiences. Real-world innovation.

XM Live brings government experience leaders together to share how they are building deeper human connections with customers and employees, and why it benefits their mission. Join us in Washington, DC to learn how to implement and innovate your experience programs, and connect with local peers.

Why attend?

  • Learn how to leverage AI and harness the power of cutting-edge technology to achieve mission outcomes
  • Hear from Qualtrics customers who are using human-centered experience management (XM) programs at different maturity levels to make government more human
  • Connect with peers facing similar challenges and create actionable, innovative solutions


When: Thursday, July 13, 2023

Sessions: 9:30 AM – 2:30 PM ET

Reception: 2:45 – 4:45 PM ET

Where: The Salamander | 1330 Maryland Ave SW, Washington, DC 20024


8:30-9:30 AM ET // Arrival & check-in

9:30-10:30 AM ET // [Opening Keynote] Humanizing government with AI: Revolutionizing
citizen services

Can AI make government more human? Artificial intelligence, machine learning, robotic process automation (AI, ML, RPA) and low-code technology are already critical in some government agencies. From delivering better customer experiences to enabling deeper government collaboration, we can harness the power of cutting-edge technology to radically change our approach to making government more human.

10:30-11:30 AM ET // [Panel] The power of human-centered experience management: Using XM for mission success
Experience management (XM) weaves human insight across all agency aspects – policy, strategy, budgeting, communication, operations, employees, and IT. Hear insights and accomplishments from government leaders who are using human-centered XM to achieve mission success.

11:30 AM-12:30 PM ET // Lunch

12:30-1:30 PM ET // [Qualtrics session] The return on experience: Making the case for XM investment and value-add
A successful XM program directly contributes to an agency’s operational success by aligning with the agency’s core priorities, reducing costs to serve through strategic spending and problem-solving. Building a compelling return on investment case for XM involves several steps from defining goals and objectives to effective communication with stakeholders. In addition, Government benchmarks can also provide valuable insights into the government CX landscape to inform the development, execution, and measurement of an effective XM strategy.

1:30-2:30 PM ET // [Closing Keynote] The future of government experience: How AI & advanced technologies are transforming public service
The future of government experience management is being transformed by AI and advanced technologies that are revolutionizing public service. The implementation of these technologies can improve government services, enable data-driven decision-making, and enhance the overall citizen experience. The President’s Management Agenda emphasizes the need for improved service delivery and increased operational efficiency. By embracing these advancements and implementing them strategically, government agencies can create a more effective and efficient public service experience, while improving their ability to meet the needs of citizens in an increasingly digital world.

2:30-2:45 PM ET // Closing remarks

2:45-4:45 PM ET // Networking + cocktail reception

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