X4 London 2019 Content Hub

Here is the full collection of mainstage and breakout session video recordings and presentation slides from X4 London.

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Main Stage Keynotes

XM MAIN STAGE

Ryan Smith // CEO, Qualtrics

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XM MAIN STAGE

Mary Kate Ryan // People Ops, EMEA, Qualtrics

Rohan Sinha // Senior Principal Sales Engineer, Qualtrics

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XM MAIN STAGE

Scott Fynn // Director, RC Product Management, Qualtrics

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XM MAIN STAGE

Adaire Fox-Martin // Executive Board Member, Global Customer Operations, SAP

Ryan Smith // CEO, Qualtrics

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XM MAIN STAGE

Peter Lovatt // Professor of Dance

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XM MAIN STAGE

Sarah Marrs // XM Scientist, Qualtrics

Leonie Brown // XM Scientist, Qualtrics

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XM MAIN STAGE

Stan Sthanunathan // EVP, Consumer Insights, Unilever

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BREAKTHROUGH SESSIONS

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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

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Kelly Waldher // VP Product Management & Brand Experience, Qualtrics
Kiri Fisher // Tech Sales, Qualtrics

RC Keynote: Research to drive product and brand experience breakthroughs

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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?

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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.

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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.

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Nan Russell // XM Scientist, Qualtrics

Myths, mistakes and misconceptions in CX today

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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.

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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.

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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.

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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.

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Felicity Holdgate // Global Director of Customer Experience, Allianz
Michael Maicher // Global Head, Global Broker Management & Customer Experience Management, 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.

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Sidonie Kingsmill // Customer Director, HM Courts & Tribunals Service

Transforming the court experience: How HM Courts & Tribunals Service is making justice feel more human

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Sally Winston // Head of EX Solutions Strategy EMEA, Qualtrics
Mike Theaker // VP, HR Advisory & Digital Transformation, SAP SuccessFactors

Designing an employee lifecycle strategy with X & O data

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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.

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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.

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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.

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Aaron Suppel // Senior Product Owner, Senior Product Owner

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.

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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.

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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.

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Sally Winston // Head of EX Solutions Strategy EMEA, Qualtrics
Laura Farrelly // Head of Culture & Engagement, Barclays
Simon Daly // Head of Engagement, Three

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.

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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.

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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.

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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.

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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.

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