Discover how the world’s most iconic brands create breakthrough experiences by uncovering unique and actionable insights.
You asked us for more X4, and in 2019 we’re delivering.
X4 is hitting the road and landing in 7 cities around Europe.
Hear from some of the world’s biggest brands and join in-depth sessions led by our XM Scientists.
Build your network and connect with your peers in a way you’ve never before experienced.
Click on a city to find out more
Click on a city to find out more
Over 250 experience leaders joined our first-ever X4 in Germany, with speakers from Philip Morris International, E.ON, Delivery Hero and Hugo Boss. Thank you to everyone who made the event such a success, and we can't wait to go again at X4 2020!
SEE MORE INFORMATIONWe were thrilled to host over 1,700 experience leaders at X4 London. There were presentations from Google, Unilever, American Express, Allianz and Post Office, plus keynotes from Ryan Smith and Adaire Fox-Martin. We’ll be back again in 2020, but for now you can catch up on all of the sessions with videos available online.
WATCH ALL THE PRESENTATIONSIt was an amazing day at Les Docks de Paris for X4 Paris! We had speakers from Renault, Disney Institute, Engie, McKinsey & Company, Airbus, Adecco Group, Axway and Cathay Pacific. As well as Qualtrics speakers Xavier Oliel, Leonie Brown, Sally Winston, Anne Quetard and Nicolas Saintagne.
SEE MORE INFORMATIONWe hosted some of the biggest brands in the Nordics at our first X4 in the region. Our 200+ attendees got new XM insights from the likes of Tieto, Tetra Pak, Nokia and Electrolux, as well as our very own Carol Haney, Aimee Lucas and Léonie Brown.
SEE MORE INFORMATIONThe Compagnie Theater in Amsterdam was the venue for the first ever X4 in the Benelux region. Over 230 XM professionals joined us to hear from Philips, Direct Line, Randstad, SES Networks, E.On and many more. Thank you to everyone who made our first event here one that we’ll all remember.
SEE MORE INFORMATIONWe were delighted to host nearly 200 experience leaders at our first X4 in Italy. There were presentations from Amplifon, UniCredit and lastminute.com, plus keynotes from Raffaele Falcone and SAP Italy CEO Luisa Arienti. We can't wait to come back in 2020.
SEE MORE INFORMATIONDiscover how you can create breakthrough experiences that turn your customers into fans and your employees into ambassadors. Over 15,000 people around the world attend X4s - and now, because of popular demand, we’re bringing the big show to Madrid for a first-of-its-kind event.
SEE MORE INFORMATIONOver 250 experience leaders joined our first-ever X4 in Germany, with speakers from Philip Morris International, E.ON, Delivery Hero and Hugo Boss. Thank you to everyone who made the event such a success, and we can't wait to go again at X4 2020!
SEE MORE INFORMATIONWe were thrilled to host over 1,700 experience leaders at X4 London. There were presentations from Google, Unilever, American Express, Allianz and Post Office, plus keynotes from Ryan Smith and Adaire Fox-Martin. We’ll be back again in 2020, but for now you can catch up on all of the sessions with videos available online.
WATCH ALL THE PRESENTATIONSIt was an amazing day at Les Docks de Paris for X4 Paris! We had speakers from Renault, Disney Institute, Engie, McKinsey & Company, Airbus, Adecco Group, Axway and Cathay Pacific. As well as Qualtrics speakers Xavier Oliel, Leonie Brown, Sally Winston, Anne Quetard and Nicolas Saintagne.
SEE MORE INFORMATIONWe hosted some of the biggest brands in the Nordics at our first X4 in the region. Our 200+ attendees got new XM insights from the likes of Tieto, Tetra Pak, Nokia and Electrolux, as well as our very own Carol Haney, Aimee Lucas and Léonie Brown.
SEE MORE INFORMATIONThe Compagnie Theater in Amsterdam was the venue for the first ever X4 in the Benelux region. Over 230 XM professionals joined us to hear from Philips, Direct Line, Randstad, SES Networks, E.On and many more. Thank you to everyone who made our first event here one that we’ll all remember.
SEE MORE INFORMATIONWe were delighted to host nearly 200 experience leaders at our first X4 in Italy. There were presentations from Amplifon, UniCredit and lastminute.com, plus keynotes from Raffaele Falcone and SAP Italy CEO Luisa Arienti. We can't wait to come back in 2020.
SEE MORE INFORMATIONDiscover how you can create breakthrough experiences that turn your customers into fans and your employees into ambassadors. Over 15,000 people around the world attend X4s - and now, because of popular demand, we’re bringing the big show to Madrid for a first-of-its-kind event.
SEE MORE INFORMATION
Sir Ranulph
Fiennes
Explorer //
Ryan
Smith
CEO and co-founder //
Qualtrics
Adaire
Fox-Martin
Executive Board Member, Global Customer Operations //
SAP
Julie Larson
Green
Chief Experience Officer //
Qualtrics
Stephen
Bender
Account Manager //
Disney Institute
Stan
Sthanunathan
EVP, Consumer Insights //
Unilever
Felicity
Holdgate
Global Director of Customer Experience //
Allianz
Bruce
Temkin
Head of the XM Institute //
Qualtrics
Laura
Farrelly
Head of Culture & Engagement | HR //
Barclays
Sidonie
Kingsmill
Customer Director //
HM Courts & Tribunals Service
Webb
Stevens
VP of CX //
Qualtrics
Nan
Russell
XM Scientist //
Qualtrics
Dr Peter
Lovatt
Professor of Dance Psychology //
University of Hertfordshire
Professor Jen
Shang Sargeant
Professor of Marketing //
The Philanthropy Centre
Martin
Ortlieb
User Experience Researcher //
Google
Ximo
Soler
SVP Global Digital Strategy and Innovation //
Randstad
Abdul
Dezkam
Commercial Excellence & Insights //
Grundfos
Sarah
Marrs
XM Scientist //
Qualtrics
Justin
Conroy
Head of Transformation //
Three Ireland
James
Scutt
Director of CX //
Post Office
Fiona
Cook
Insights Lead //
University of Portsmouth Students' Union
Sebastian
McClintock
Global Director of Customer Experience //
Delivery Hero
Leonie
Brown
XM Scientist //
Qualtrics
Samantha
Murray
XM Scientist //
Qualtrics
Darren
Henry
Head of Insight & MI //
Atos
Sally
Winston
XM Scientist //
Qualtrics
Simon
Daly
Head of Engagement //
Three UK
Carol
Haney
XM Scientist //
Qualtrics
Alexandra
White
Data Manager //
London Business School
Mark
O'Mailley
Customer Experience Strategy Manager //
ScotRail
Catriona
Sheil
Principal Consultant Customer Experience EMEA //
Qualtrics
mainstage
speakers
Innovators, industry leaders and some of the world’s biggest brands will share their stories about crafting famous breakthrough experiences.
networking,
naturally
Mix and mingle with industry game-changers and like-minded experience leaders.
world-class
entertainment
Enjoy the award-winning Showstoppers, an improv troupe that'll create a brand new musical using your suggestions.
Webb Stevens, VP of CX // Qualtrics
Sheila Kearney, Account Director // Qualtrics
Sabina Carlheim-Gyllenskiold , Tech Sales // Qualtrics
CX Keynote: Breaking down CX breakthroughs: the future of transformational customer experiences
Kelly Waldher, VP Product Management & Brand Experience // Qualtrics
Katy Collins, Account Director // Qualtrics
Kiri Fisher, Tech Sales // Qualtrics
RC Keynote: Research to drive product and brand experience breakthroughs
Bryce Winkelman, Global Head of Growth and Strategy - EX Solutions // Qualtrics
Ann Farrington, Senior Account Executive // Qualtrics
Shane Hickey, Tech Sales // Qualtrics
EX Keynote: Your workforce is changing - are you ready for it?
Mark O'Mailley, Customer Experience Strategy Manager // ScotRail
Building a modern, customer-centric railway service
Everyone’s got a nightmare story to share about one of their last train journeys. The question for train operators is how can they turn things around and get customers back on board? Hear how ScotRail has made the voice of the customer a part of its business, from product testing to route-by-route feedback, and achieved double-digit increases in its NPS.
James Scutt, Director of CX // Post Office
From parcels to mortgages: How Post Office is transforming its CX, everywhere
You'll know Post Office for its nationwide branch network and of course, Post. But today it also does mortgages, credit cards, travel money, broadband, and much more. Discover how this British icon is transforming CX across all of its products and services, and aiming to grow its brand to be as relevant tomorrow as it is today.
Nan Russell, XM Scientist // Qualtrics
Myths, mistakes and misconceptions in CX today
Bruce Temkin, Head of XM Institute // Qualtrics
The path to mastering XM across your enterprise
The XM Institute surveyed hundreds 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.
Samantha Murray, XM Scientist // Qualtrics
Experience: The leading indicator for school improvement
Trust and confidence in institutions is decreasing. With growing options for school choice, trust can only be regained when stakeholders’ experience with a school meets their expectations. By leveraging technology to improve the school experience, we can drive teacher engagement and strengthen parent relationships in order to amplify the student voice.
Stephen Bender, Account Manager // Disney Institute
The people behind the magic: How Disney's employees are key to its brand and customer experience
At Disney Institute, we believe engaged employees, performing at their best, have the greatest impact on outcomes. Therefore, the sustained quality of 4 components—hiring, training, communication and care—is crucial. Walt Disney Parks and Resorts has maintained a tradition of creating magical, memorable experiences—in large part because of our commitment to selecting the right people and retaining them. In this session, discover the systems that attract, develop and reward high-performing employees, who perpetuate our vision and culture.
Justin Conroy, Head of Transformation // Three Ireland
‘Let me get a human for you’ - technology as the 5th dimension of XM
How do you make the 4 pillars of XM come to life and greater than the sum of their parts? How do you connect happy employees to loyal customers and an iconic brand? For Three Ireland, the answer is technology. From chatbots to voice analytics, tech is helping the telecoms giant to thread the four pillars of XM together. And it's enabling Three to operate horizontally across full customer journeys, rather than work in siloed verticals. In this session, discover how you can also employ technology to become an XM master.
Ximo Soler, SVP, Global Digital Strategy and Innovation // Randstad
How can you win the war for talent? - Being human in the technology-driven world of work
Hear from the global leader in HR services how focusing on the candidate experience makes your brand more likely to attract and retain the best people. Ximo will look at how combining technology and the human touch enables you to create experience breakthroughs at scale, plus meet candidates' expectations of application processes and workplace cultures.
Felicity Holdgate, Global Director of Customer Experience // Allianz
B2B CX principles: How to gather feedback, analyse results and close the loop
For too long, B2B brands have relied on CX best practices developed for the B2C world. Allianz Global Corporate & Specialty (AGCS), Qualtrics and a number of other top brands came together last year to right that wrong. In this session, discover the output of that workshop as AGCS' Global Director of CX outlines how B2B brands can outdo rivals with superior customer experience.
Sidonie Kingsmill, Customer Director // HM Courts & Tribunals Service
Transforming the court experience: How HM Courts & Tribunals Service is making justice feel more human
Sally Winston, Head of EX Solutions Strategy EMEA // Qualtrics
Designing an employee lifecycle strategy with X & O data
Darren Henry, Head of Insight & MI // Atos
Going beyond customer feedback: merging X & O data to drive business improvement
Many companies talk about ‘big data’ and what they can do with it. But Atos’ viewpoint is that, while significant advances have been made in end-user experiences, experience management analytics have lagged behind in terms of joining data sets together. Darren will take you through Atos' experiences of knitting behavioural, channel and feedback data together, so that stakeholders can make informed data-led decisions that improve customer experience and operational efficiency.
Martin Ortlieb, User Experience Researcher // Google
Making magic from the mundane: how Google uses experience design to re-imagine the G-Suite
Google’s products are designed to be smart and personal by leveraging Google’s vast investment in AI. Learn about the research, stories, and outcomes that have helped G-Suite evolve to become a massively personal and scalable product experience. Within G Suite, our goal is to elevate human accomplishment, so we focus on how we can use AI in a way that is both personal, and helps people accomplish their most important tasks more quickly and easily.
Fiona Cook, Insights Lead // University of Portsmouth Students' Union
Future union: Data-driven change for the benefit of students
The University of Portsmouth Students’ Union recognised the crucial need for Insights resource to ensure that the student voice directs both strategic and operational working and as a result, implemented an Insights function in just 6 months from inception. With a focus on equity of student voice, we work closely with the University towards our vision of having a positive impact with every University of Portsmouth student. This session will outline our journey to bringing insights into the heart of everything we do and how it gives us pace and power to affect change.
Aaron Suppel, Senior Product Owner // American Express
The 3 pillars of B2B digital transformation
Go behind the scenes of American Express' relaunch of the Global Network platform, as Aaron Suppel explains how they created experience breakthroughs at every turn. The team's work spanned every area of XM, as they looked at how the customer, employee, product and brand experience were all impacted by digital transformation.
Leonie Brown, XM Scientist // Qualtrics
The future of feedback: What now for customer surveys?
Consumers have less and less patience for answering surveys. There's only so much we can do in terms of boosting response rates. And there's only so many customers to ask. So how can we get more data? And how can we get more value out of the data we've got? Hear how you can optimise your surveys, from more intelligent sampling to non-response bias, and then go beyond surveys to new ways of gathering X-data.
Bruce Temkin, Head of XM Institute // Qualtrics
The path to mastering XM across your enterprise
The XM Institute surveyed hundreds 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.
Carol Haney, XM Scientist // Qualtrics
Applying new learnings in behavioural economics to your CX program
All companies want to provide the best experience for their customers. The question is, how do you know what to measure? Asking for feedback is a touchpoint in itself, so how do you do it in a way that delights customers and ensures you're only measuring the moments that matter? Discover how you can gather breakthrough customer insights by combining behavioural economics and predictive analytics to drive revenue, reduce churn and benefit customers.
Sally Winston, Head of EX Solutions Strategy EMEA // Qualtrics
Laura Farrelly, Head of Culture & Engagement // Barclays
Simon Daly, Head of Engagement // Three UK
Panel: Employee lifecycle with Barclays and Three UK
Hear how Barclays and Three approach employee experience at every stage of the lifecycle - from optimising the candidate experience, through to using exit surveys to reduce attrition. In this discussion, Laura and Simon will discuss the challenges they've faced, and what they see as the future of employee experience in their industries and beyond.
Alexandra White, Data Manager // London Business School
One survey to rule them all: Small details for the big picture
When almost half of all degree students say that alumni influenced their decision to apply, student feedback has never been more important. We look at how London Business School connected the dots from multiple surveys to save itself time, improve data quality, support data-driven decisions and amplify the student voice.
Sebastian McClintock, Director Customer Experience // Delivery Hero
From zero to hero: How Delivery Hero creates an amazing online takeaway experience
Ready for some takeaway takeaways? Hear how the world's leader in online food ordering has taken its digital experience to another level and managed to make ordering dinner easy, fun and personalised. Sebastian will outline the variety of techniques and technologies his team used, and will almost certainly send you into the 3pm break ready for a quick snack.
Abdul Dezkam, Commercial Excellence & Insights // Grundfos
Who's the pump manufacturer winning at B2B CX? How Grundfos measures 200,000 customer journey touchpoints
Grundfos has a long and proud tradition of gathering customer feedback. But acting on that feedback had become a much greater challenge in recent years, as more of its work was on digital channels and its customer touchpoints ballooned to 145,000 per day. Discover how Grundfos now gathers feedback at every touchpoint and delivers B2B customer experience that surpasses anything its customers had seen before.
Professor Jen Shang Sargeant, Professor of Marketing // The Philanthropy Centre
Saying thank you properly: The key to boosting donor engagement
Why do we give money to charities and why does it make us feel good? This is what The Philanthropy Centre focuses on, and its insights have helped nearly 20 partner charities increase donations by between 65% to 200%. Discover how the team has been able to break down preconceptions about what drives giving and how people want charities to communicate. And see how the donor experience can apply to customer retention.
This year we are delighted to host you at the InterContinental at the O2 which is located at 1 Waterview Dr, London SE10 0TW.
Registration for X4 London opens at 8:30am on the 17th April - check in early to avoid the queues and enjoy breakfast with us before the mainstage events begin.
This event is free to attend for leaders in customer experience, HR, marketing, product development and brand management.
LONDON UNDERGROUND:
North Greenwich, 5 mins walk
RIVERBUS:
North Greenwich Pier, 7 mins walk
BY AIR: (driving distance)
London City Airport, 20 mins
London Gatwick Airport, 70 mins
London Heathrow Airport, 90 mins
Car parking charges apply as folows:
£15 up to 12 hours
£24 for stays between 12 and 24 hours
£24 for stays in excess of 24 hours
Yes, rooms are available at the special rate of £229, including breakfast on the 16th and 17th April. Please click here to book.
In the weeks leading up to the event, we’ll send out a pre-event survey - please specify in your response any dietary needs or allergies. You can also let us know by sending an email to x4europe@qualtrics.com
The recommended attire for X4 London is business casual.
If you have any other questions or suggestions, email x4europe@qualtrics.com
Thank you to all of our partners sponsoring The Experience Mgmt Tour this year. We’re excited to be working with them across Europe.
Interested in sponsoring The Experience Mgmt Tour? Get in touch with us
PLATINUM
GOLD
Presentations will be in Italian or English
Luisa
Arienti
CEO //
SAP Italy
Raffaele
Falcone
Head of Mediterranean and Eastern Europe Sales //
Qualtrics
Annalisa
Cola
Voice of Customer Manager //
Lastminute.com
Gabriele
Salaris
Global Customer Experience Manager //
Amplifon
Marianna
Crippa
Corporate Consumer and Market Insights Manager //
Amplifon
Fabrizio
Giuntini
Head of Customer Satisfaction Management //
UniCredit
Dr Peter
Lovatt
Professor of Dance //
University of Hertfordshire, UK
Leonie
Brown
XM Scientist //
Qualtrics
Fabrizio
Andreose
Client Partner, Finance //
Kantar
mainstage
speakers
Innovators, industry leaders and some of the world’s biggest brands will share their stories about crafting famous breakthrough experiences.
networking,
naturally
Mix and mingle with industry game-changers and like-minded experience leaders.
We are delighted to host you at the 10 Watt which is located at Via Giacomo Watt, 10, 20143 Milano MI, Italy.
Presentations will be in Italian or English
This event is free to attend for leaders in customer experience, HR, marketing, product development and brand management.
In the weeks leading up to the event, we’ll send out a pre-event survey - please specify in your response any dietary needs or allergies. You can also let us know by sending an email to x4europe@qualtrics.com
The recommended attire for X4 Milan is business casual.
If you have any other questions or suggestions, email x4europe@qualtrics.com
Thank you to all of our partners sponsoring The Experience Mgmt Tour this year. We’re excited to be working with them across Europe.
Interested in sponsoring The Experience Mgmt Tour? Get in touch with us
PLATINUM
SILVER
Elly
Domene
Chief of Staff and Global Customer Experience //
SES Networks
Anouk
Vastert
Global Lead Customer Experience Services //
Philips
Keith
Fletcher
Senior Customer Experience Change Programme Manager //
E.ON
Jildert
Huitema
Global Head of Customer Experience //
Randstad
Rinse
Tamsma
Managing Director //
SAP Nederland
Catriona
Sheil
Principal Consultant Customer Experience EMEA //
Qualtrics
Jake
Outram
XM Scientist //
Qualtrics
Alastair
Whitby
Customer Experience Strategy Manager //
Direct Line Insurance Group
Aimee
Lucas
XM Institute //
Qualtrics
Nan
Russell
XM Scientist //
Qualtrics
Ruben
Bru
Head of Enterprise Benelux //
Qualtrics
Niels
Berndsen
Regional Director Customer Experience //
Kantar
mainstage
speakers
Innovators, industry leaders and some of the world’s biggest brands will share their stories about crafting famous breakthrough experiences.
networking,
naturally
Mix and mingle with industry game-changers and like-minded experience leaders.
Jake Outram, & guests // Qualtrics
Designing an employee lifecycle strategy with X- & O-Data
Nan Russell, XM Scientist // Qualtrics
Myths, misconceptions and miscommunications in the CX world
Aimee Lucas, XM Institute // Qualtrics
Taking your XM program to the next level
Niels Berndsen, Regional Director Customer Experience // Kantar
How to close the gap between brand promise and customer experience
We are delighted to host you at the Compagnietheater which is located at Kloveniersburgwal 50, 1012 CX Amsterdam, Netherlands.
Presentations will be in English.
This event is free to attend for leaders in customer experience, HR, marketing, product development and brand management.
In the weeks leading up to the event, we’ll send out a pre-event survey - please specify in your response any dietary needs or allergies. You can also let us know by sending an email to x4europe@qualtrics.com
The recommended attire for X4 Amsterdam is business casual.
If you have any other questions or suggestions, email x4europe@qualtrics.com
Thank you to all of our partners sponsoring The Experience Mgmt Tour this year. We’re excited to be working with them across Europe.
Interested in sponsoring The Experience Mgmt Tour? Get in touch with us
PLATINUM
GOLD
SILVER
Liisa
Holma
Experience Transformation Leada //
Tieto
Nicolas
Ruprecht
Customer Experience Project Workstream Leader //
Tetra Pak
Per
Alm
Managing Director //
SAP Sweden
Linda
De Giuseppe
Consumer Experience Insights Project Manager //
Electrolux
Mark
Hayton
Global Lead for Organisation Development Analytics //
Nokia
Leonie
Brown
XM Scientist //
Qualtrics
Dr Peter
Lovatt
Professor of Dance //
Qualtrics
Aimee
Lucas
XM Institute //
Qualtrics
Anna
Potajallo
Global Net Promoter System Manager //
Oriflame Cosmetics
Henrik
Cronebäck
Head of Enterprise Nordic //
Qualtrics
Carol
Haney
XM Scientist //
Qualtrics
Jake
Outram
XM Scientist //
Qualtrics
mainstage
speakers
Innovators, industry leaders and some of the world’s biggest brands will share their stories about crafting famous breakthrough experiences.
networking,
naturally
Mix and mingle with industry game-changers and like-minded experience leaders.
Jake Outram, XM Scientist // Qualtrics
Mark Hayton, Global Lead for Organisation Development Analytics // Nokia
Anna Potajallo, Global Net Promoter System Manager // Oriflame Cosmetics
Qualtrics | Oriflame Cosmetics | Nokia
Designing an employee lifecycle strategy with X- & O-Data
Jake Outram, XM Scientist // Qualtrics
Lagging to leading: Shifting from a survey team to an analytics department
Mark Hayton, Global Lead for Organisation Development Analytics // Nokia
How beauty brand Oriflame rolled out a CX program to 54 countries
Anna Potajallo, Global Net Promoter System Manager // Oriflame Cosmetics
Aimee Lucas, XM Institute // Qualtrics
Carol Haney, XM Scientist // Qualtrics
XM Masterclasses
Applying new learnings in behavioural economics to customer experience
Aimee Lucas, XM Institute // Qualtrics
Measuring your customers' experience to delight both your customers and your company
Carol Haney, XM Scientist // Qualtrics
We are delighted to host you at the Grand Hotel which is located at Södra Blasieholmshamnen 8, 103 27 Stockholm.
The event will be in English
This event is free to attend for leaders in customer experience, HR, marketing, product development and brand management.
In the weeks leading up to the event, we’ll send out a pre-event survey - please specify in your response any dietary needs or allergies. You can also let us know by sending an email to x4europe@qualtrics.com
The recommended attire for X4 Stockholm is business casual.
If you have any other questions or suggestions, email x4europe@qualtrics.com
Thank you to all of our partners sponsoring The Experience Mgmt Tour this year. We’re excited to be working with them across Europe.
Interested in sponsoring The Experience Mgmt Tour? Get in touch with us
GOLD
SILVER