In an industry like sustainable energy that's hiring 12 times as quickly as the broader economy, there's a lot of opportunity. But also a lot of pressure. Blue Raven Solar is one of the country's fastest growing companies but still has to carve out a place among bigger competitors. Blue Raven President Ben Peterson describes how deliberately molding the company's customer, brand, product, and employee experiences is essential to that continued growth.

Understanding who your fans are and improving their experience is getting increasingly important in college athletics. This session will dive into the importance of knowing your fans and the methods that are most commonly used to do so. Bryce will show how BYU is using data to meet their fans' needs and give actionable insights on how others can do the same with their own fans or customers.

Major League Soccer (MLS) has experienced an explosion in popularity in less than two decades, leading to greater ticket sales, higher valuations and several new expansion teams. But as the league has grown, its teams have also learned to confront modern challenges, including fan experience. Come hear from Jake Reid, the President of Sporting KC on how they are looking at fan experience as the next frontier for sports stadiums - and how that leads to revenue and future growth.

There are few things as visceral as photos, and VSCO helped millions of creators edit and share their art. But while tech is necessary, it doesn't provide the whole experience. Join VSCO founder and CEO Joel Flory as he shows how companies can build culture and community (along with some savvy curation).

Learn how to capture the attention of your website visitors and implement Qualtrics to ensure you are gathering actionable insights.

Recommended for: Digital CX Practitioners, Brand Managers

Learn how to design and tailor dashboards to every employee in your organization so the data-driven insights delivered spur everyone to act and drive the organizational transformation needed to be a CX leader in CX.

Recommended for: CX Managers & Practitioners

Since its beginning, Hayneedle has been one of the fastest growing retailers in the world. Through acquisitions and increased competition in the retail space, they have set out to differentiate and dominate globally through delivering a super customer experience. Learn firsthand how to build a CX program in retail from the ground up, including where to start, how to innovate, and how to measure business impact.

At a time when experiences are the key point of differentiation, companies that win are those that close the gap between their brand promise and the experience they actually deliver to their customers. In this session, CX experts from Kantar TNS showcase, through new insights and case studies, how businesses can master the art of customer centricity to stay ahead of the competition and achieve long-term growth.

With customer experience often serving as a company’s key differentiator, it’s critical to focus improvement efforts on where they will make the greatest impact. Join the industry leader in customer experience intelligence to learn how to leverage benchmarks for driving continuous CX improvement. J.D. Power’s Chief Digital Officer, Bernardo Rodriguez, discusses how industry KPIs are used to drive CX and ultimately positively impact the bottom line.

There is a lot of excellent (and some not so excellent) CX theory out there for us to consume. As CX leaders our job is not to create VOC programs which are theoretically pure, but VOC programs which best match the medium to long-term needs of the business. I will share how we have thought through how all aspects of our VOC program meet our business needs and how that evolution continues.

Learn how the largest senior living company in the U.S. is enriching the lives of seniors, one of the fastest growing demographics today and at the same time changing the perception of aging.

Come join this interactive session where Ugam, a leading analytics company, shares some success stories of how retailers and manufacturers, in the B2B and B2C segment, have leveraged data and analytics to not just survive, but thrive, in today’s world. Share your own experience, learn from other participants, and get a chance to win …what else….an Alexa powered device!

Learn how Dish built a world-class VOC program and is using it to fuel an experience revolution. VOC is the foundation, but reimagining customer journeys from the ground up is where the real value lies.

Our Experience Management vision and ambitions are bold. Partners are critical to both our vision and customer success. At this partner general session, our leaders will share our ecosystem vision, strategy, innovation, and programs to address the opportunity and your success in growing your business the marketplace

We live in a new world of work—one that’s constantly evolving, more diverse, and technology driven than ever before. Come see how the best organizations are thriving in this new world by proactively delivering employee experiences that drive stronger company cultures, higher employee retention, and better business outcomes. Attendees will get a sneak preview of the latest Employee Experience product innovations and take home tips and tools to launch their own full lifecycle employee experience program.

Learn how to design a product concept test to identify customer perceptions, wants, and needs to determine performance against competitiors and if you should invest in a new product or service.

Recommended for: Product Managers

The outdoor market is full of international giants with great gear and familiar brands. How does a newcomer compete? By improving the experience. Davis Smith founded Cotopaxi by recognizing the desires of younger consumers who want sustainable sourcing, social good, and a differentiated style. Smith shares how he is tailoring the entire brand experience by building an attractive employee culture, focusing on his young, digital customers, and building products and social connections all for the greater good.

Get started with Qualtrics and learn how to build and style a survey using different questions and types of logic and how to distribute using various methods.

Recommended for: Anyone New to Qualtrics

Manage your data set and learn how to add more information post-collection, edit responses and create new variables.

Recommended for: Experienced Market Researchers

Deliver insights and learn how to tell engaging stories and customize data visualizations to create reports that are valuable and drive action.

Recommended for: Experienced Market Researchers

CX in executive education is all about the customer’s learning journey. Get insights about how a fully integrated feedback measurement system at INSEAD’s Executive Education is instrumental in identifying pain-points, closing back the feedback loop, and driving a superior educational experience.

Hulu's Head of Media and Subscriber Growth will give discuss how to build an emotional connection with your prospects and consumers through data

Methodologies that we have adapted from validated academic research in order to launch new brands, and measure brand attachment and credibility, which are proven to be very reliable drivers of brand preference and loyalty. Will also show how they use database technology to rapidly go to market for client research..

Manchester United is the world’s most popular football team. Find out how the club uses Qualtrics to better understand its fans and add value to its commercial activities.

There are many factors that impact a consumers or customers opinion of a brand, company, or product. Each factor is impacted by many touchpoints (i.e. for a customer experience, it's the website, email or mailed communication, contact with the service department, etc.). Our goal in this session is to talk about and map out all of the different touchpoints that could be affecting your customer experience, brand perceptions, and product perceptions to help you measure them, understand them, and then ultimately change or maintain depending on your goals.

Learn how to deliver data-driven insights to your organization via dashboards by selecting the right data fields and data sources to build the most compelling visualizations.

Recommended for: CX Practitioners

Learn how to design closed-loop feedback programs that ensure the right employees follow up with customers at every crucial moment in their journey.

Recommended for: CX Managers & Practitioners

Learn how to analyze quantitative data with Stats iQ and deliver the right data-driven insights to drive change within your organization.

Recommended for: CX Managers & Practioners, Experienced Market Researchers

What happens when customer feedback shows your product launch may have missed the mark? Most teams experience panic and fear, while the Belkin Customer Advocacy team leveraged the voice of customer to shift gears and ultimately turn the new product line into one of the best reviewed and highest rated in the market.

Driving value from CX programs requires more than executive leadership and cross-functional alignment – it requires engaged stakeholders. And while companies continue to try to drive engagement from their customers through their VoC program, they often forget that they need to embrace the same tactics when it comes to engaging their stakeholders. The concept of understanding your customers applies to understanding your stakeholders. To get VoC programs to be taken seriously, drive action and prove real value, companies first invest in their people.

Vision and strategy for the Qualtrics developer platform and a preview of what’s coming up on the product roadmap for partners in 2018.

One of the fastest routes to delivering a tangible ROI on your customer experience initiative is by arming account managers with rich customer insights. Join in the discussion and hear how distribution giant Sysco Foods teamed with Walker to build a system for their field sales organization that increased customer retention and sparked additional growth.

The aspiration of every financial services institution is to deliver superior cross-channel experiences to increase customer engagement while driving sales and revenue from digital channels. But to do so, you must not only connect various internal systems and a range of diverse channels but connect emotionally with customers. This is a daunting challenge for large, complex organizations that are highly regulated and still rely on face-to-face interactions. This session highlights trends and strategies to address delivering connected experiences.

In today’s competitive talent environment, organizations are looking for ways to own their employee experience. To do so, we're seeing outsourced processes come in-house. By bringing employee experience feedback channels in house, empowering HR teams to analyze data in real-time, and relying on larger datasets to drive talent decisions, Blackrock has radically accelerated their ability to measure, analyze, and act on employee experiences across the employee lifecycle. In this session, you'll learn how to build an in-house HR data and analytics team and implement processes that accelerate and improve the employee experience.

Feedback and ownership are a fundamental part of Zillow Group culture. Through our partnership with Qualtrics, we conduct Employee Engagement Surveys to empower employees to share their ideas and concerns with leadership, to ensure our business and culture is innovative and agile and to promote equity and ownership in shaping our future. In this session, we will share best practices and lessons learned from our Employee Engagement program, and how we use data to impact the employee experience at Zillow Group.

World-class employee experiences engage employees, drive performance and productivity, and speed processes—ultimately reducing the cost of HR and increasing the effectiveness of people initiatives. But building a world-class employee experience program can seem like a daunting task, which is we’ve built the EX4— a proven framework to help you create an exceptional employee experience program tailored to the unique needs or your organization and the people that power it. You'll leave this session having learned...

• How to Create a Culture of Employee Feedback
• How to Identify the Right Experience Feedback Systems for your Organization
• How to Drive Accountability and Action Across Teams
• How to Grow and Scale your EX Program

Learn how to design a conjoint study to find the optimal product or package for your target consumers.

Recommended for: Product Managers

Get started with Qualtrics and learn how to build and style a survey using different questions and types of logic and how to distribute using various methods.

Recommended for: Anyone New to Qualtrics

Deep dive into the Survey Flow and learn how to use advanced functionality to customize and control the survey experiences of respondents.

Recommended for: Experienced Market Researcheres

At Airbnb, we do a ton of surveying--of our hosts, our guests, and our employees. Here are the top 10 mistakes I've seen researchers and stakeholders make when crafting actionable surveys.

DIY research allows companies to move insights in house, but how does this process work? Google Sr. Survey Scientist Mario Callegaro will guide the audience thought the strength of DIY research and what to look for when moving research in house. Through a series of examples showing how Big Data and Survey data have been used at Google to increase the quality of its product, Mario will explain how to build an insight team in house and what kind of expertise is needed.

Walk away with an example of how to take an existing survey to the next level. With some simple (and Qualtrics-friendly) moves, you can ensure you are measuring customer experience in a way that is robust, representative, and able to drive organizational change.

The Harvard brand is one of the most recognized brands in the world. As a Harvard brand, it is crucial that they meet the standards and expectations that the brand promises. Dennis Gulloti from Harvard Business Publishing shows how they deliver a world-class Brand Experience to their customer base. He shares elements such as:

• Why, what, and how HBR measures key interactions with their customer base
• How they make the data actionable throughout the organization
• How this program is driving results at Harvard Business Publishing

Brand and performance marketing do not historically play in the same arena, but do they have to be at odds? Through its recent partnerships with FC Barcelona and the NBA, Rakuten is challenging the assumption that brand and performance are mutually exclusive, by tracking and measuring the success of its investments at a granular level across the more than 70 companies it owns around the world. In this session, Rakuten Marketing, SVP, Marketing will speak to how Rakuten’s sports investments are defining the company and culture of the brand, how Rakuten is leveraging its partnerships to promote products and solutions across its key businesses, and how the data-driven company is measuring its partnership performance.

Creating a world class guest experience through customer research and customer experience management at the Utah Jazz. Renovating the arena and adjusting key programs to optimize game day experience for the 2017/18 season required benchmarking the customer journey and monitoring of guest satisfaction in a changed game day environment. Learn secrets for your own company from one of the most innovative organizations in the NBA.

Learn how to deliver data-driven insights to your organization via dashboards by selecting the right data fields and data sources to build the most compelling visualizations.

Recommended for: CX Practitioners

Learn how to ask questions that uncover how customers feel about their relationship with your organization and deliver insights about what is causing customer delight and pain.

Recommended for: CX Managers & Practitioners

Learn how to analyze quantitative data with Stats iQ and deliver the right data-driven insights to drive change within your organization.

Recommended for: CX Managers & Practioners, Experienced Market Researchers

Customer experience is everyone’s job, but you can't monitor every decision people make. Great organizations don't even try. They help employees at all levels learn to make good decisions – ones that balance the needs of customers and the business – on their own, even when no one is watching. Structure, process, technology, and culture all nudge people to do the right things. Employees at such advanced enterprises know the rules and have the wisdom to know when to break them.

The three must-haves of incentive marketing: simple program structure, attractive incentive value, and a positive recipient experience. Learn from the best how to build your own program with incentive marketing success stories, including a referral program, a review/testimonial program, advocate marketing, community building, and some DIY programs with modern automation tools.

How do you stop selling and focus on delivering what the customer truly needs? In this session, you'll learn about the Client Engagement Model established by Morgan Stanley to deliver high quality, customized advice at scale. Advanced analytics can be tools to identify and generate better engagement opportunities.

Not only will you learn how can you build both a robust customer and employee research framework, you'll also learn why those functions are best built out of the same effort and organization.

Effective strategic planning is driven by first understanding the customer journey, followed by customer research to validate the journey, and the customer expectations and points of pain at each touchpoint. Learn how an international financial institution used Member Journey Mapping and targeted member research to enhance and drive strategic planning and bottom line impact.

Performance management is experiencing a massive shift away from traditional performance reviews—but before you jump on the bandwagon and ditch tried and tested strategies for improving employee performance and development, join this session to see how the team at Coca-Cola is innovating their people development practice by employing a mix of the traditional and the unconventional. You'll learn tips for building your business case, designing your new practice, deciding if and how to test it, measuring the impact, or thinking through all the downstream implications of your performance management strategy.

When faced with important human resource and employee experience challenges uncovered in the global enablement survey, the People Analytics team and Buzzfeed leaders needed an effective way to take action and create solutions. At Buzzfeed, that solution came in the form of bots. Yep, you heard it right. Bots. Come learn how Buzzfeed combines data, technology, and a human touch to drive better employee experience and increased employee connectivity in the workplace. You'll see how their People Team Slackbot helps their employees across every touchpoint of the employee experience.

World-class employee experiences engage employees, drive performance and productivity, and speed processes—ultimately reducing the cost of HR and increasing the effectiveness of people initiatives. But building a world-class employee experience program can seem like a daunting task, which is we’ve built the EX4— a proven framework to help you create an exceptional employee experience program tailored to the unique needs or your organization and the people that power it. You'll leave this session having learned...

• How to Create a Culture of Employee Feedback
• How to Identify the Right Experience Feedback Systems for your Organization
• How to Drive Accountability and Action Across Teams
• How to Grow and Scale your EX Program

Just three years ago, Traeger Grills was nearly ruined by challenging cultural paradigms, changes in management, and slow sales growth. This session, led by Traeger Grills CEO Jeremy Andrus, uncovers the keys to growing one of the most successful outdoor consumer products while undergoing a positive cultural shift.

Personas have been discarded as a strategic tool by many because done badly, they are vapid, cheesy, and useless. Learn how growing fintech company Simple developed personas that were immediately put into action by their Product teams by using a data-driven approach and creative socialization program that matched the company's culture.

Digital media is a continually changing landscape. This presentation will discuss recent shifts in usage of various digital video platforms and streaming subscription services. Audience profiles by streaming device will be discussed, including trends in streaming habits (e.g., binge watching) and millennials’ digital content interests. In addition, changes in 2016-2017 TV show perceptions over the course of the season will be presented, including predicting future show success and popular show discovery methods.

Get started with Qualtrics and learn how to build and style a survey using different questions and types of logic and how to distribute using various methods.

Recommended for: Anyone New to Qualtrics

Get started with Qualtrics and learn how to build and style a survey using different questions and types of logic and how to distribute using various methods.

Recommended for: Anyone New to Qualtrics

Learn how Iowa City Schools uses Qualtrics to focus on student experience to report and act on bullying and harassment incidents across the district.

Learn how to ask the questions that uncover consumer's true feelings about your brand and deliver the insights you need to drive stronger brand performance.

Recommended for: Brand Managers

Gain insights on the Cavaliers’ approach to how data is used to influence decisions made within the organization. You will hear from members of the Cavaliers organization on how team member culture is driven by insights and how fan feedback impacts sales and marketing initiatives.

Learn how to design and tailor dashboards to every employee in your organization so the data-driven insights delivered spur everyone to act and drive the organizational transformation needed to be a CX leader in CX.

Recommended for: CX Executives

Learn how to analyze open text with Text iQ to understand what customers and employees are saying and translate that into data-driven insights.

Recommended for: CX Managers & Practioners, Experienced Market Researchers

Qualtrics champions Cynthia Quezada (Director, Customer Experience, First Data) and Constanza Tolosa (Director, Customer Experience, Banco Davivienda) show how placing the customer at the center of the business can change the mindset of a whole company and improve the customer experience. For First Data, implementing the NPS measurement along with customer feedback has been key in providing decision makers with actionable insights, which have enabled them to transform their business in Mexico. Banco Davivienda, has empowered all of their 600 branch managers with real-time branch specific customer feedback, which has enabled them to take actions that guarantee an improved experience for their customers.

Take a deep dive into the art of customer centricity during this panel discussion with leading CX experts from Kantar TNS: discover the five key steps to unlocking those key moments that power customer relationship, deepen customer loyalty and deliver a bigger ROI.

Learn how to use CX data to monetize CX improvement opportunities, determine ROI and help set corporate priorities.

Recent research shows that B2B companies are woefully unprepared for the soaring customer expectations of the near future. Learn the three key areas your company needs to master to distance yourself from the competition. This session will also include mini-cases from three leading companies that have developed innovative approaches to be ready for customers of the future.

Customer intelligence should serve as the foundation for strategic decision making in an organization, ranging from product to servicing strategy. Organizations not only struggle with gathering customer intelligence, but also deriving the “so what” insights from the data that leads to actionable, impactful decisions. Angelo Sasso and Shannon Knapp will not only discuss how they gather customers insights, but how they have translated these insights to strategic decisions across the organization, both through process and culture change.

Developing best-in-class customer experience demands more than a static map. Learn how to launch progress, activate your analytics, and take your customer journey data further by employing maps as a dynamic structural framework to launch progress measurement and build organization-wide excitement.

Customer experience is the critical battleground in today’s economy. Companies who can successfully navigate the digital revolution, and use it to create more compelling experiences will see radical improvements in costs and revenues. Learn how Bain & Company’s “Customer Experience Factory” approach can identify, build, test and implement new experiences at an unprecedented pace.

Learn how to ask questions that uncover employee's true feelings about your organization and deliver insights about what is causing employee delight and frustration.

Recommended for: People Analytics Managers & Professionals

What makes employees stay? Where are our best managers? How can we keep our key talent? Join James (former Global Head of Employee Insight at HSBC) and Sarah as they explore the questions keeping CHROs awake at night, and get practical tips on how to use employee data to find the answers. You’ll hear examples from the likes of HSBC, BP, Aviva and Wallmart; how they are using advanced research and analysis techniques to gain true insight into their employee experience, and how you can do the same for yours.

Product Managers are one of the most critical roles in technology. However, companies struggle with recruiting and developing the right talent. According to new research by McKinsey & Company, only 35% of PMs feel their organization is preparing them to be a product leader and <20% of companies have an active focus on retention. This interactive session will explore what product leaders can do to attract and grow world-class Product Management talent.

Companies spend massively on point-of-sale data to help understand everything from a sales forecasts to ad testing. But the real predictive power comes when O-data like POS links with survey data. Learn how Terhanian and the NPD Group helped forecast Steph's new sneaker sales nearly down to the unit by combining O-Data with X-Data.

Understand common use cases for the Qualtrics API and learn how to use automate processes with Web Services and the API.

Recommended for: Non-developers looking to learn about the API

Planning out your research budget for the year can be tough. Deciding on the right mix of build vs buy, knowing how much sample costs, and understanding your organization's research needs are just a few elements that are always in flux and can be confusing. Qualtrics research experts share 6 tips to make sure your spending your research budget where it counts and getting the most for your money.

By 2021, more than 30% of higher education institutions will be forced to execute on a personalization strategy to maintain student enrollment. Come learn where to start and what best practices to include.

Learn how Palo Alto Unified School District applied the practice of Institutional Research (IR) offices in the K-12 space. Implemented to audit the academic output of the institution, evaluate program efficacy, and monitor student success. Effective institutional research supports the understanding, planning, and operation of programs informed by a recognition that different functions of an institution are interrelated and dependent.

Who responds to your survey can have a huge impact to the success of your project, but is usually given the least amount of attention. We're giving you a accelerated course on the most important elements of sampling and how you can make sure that you get the data you need for your next project.

This session explores how BuzzFeed utilizes Qualtrics to enhance the insights we provided across marketing, sales, editorial and product groups. In addition, we'll explore how to better engage with Millennials - a key BuzzFeed user group.

Learn how to capture the attention of your website visitors and implement Qualtrics to ensure you are gathering actionable insights.

Recommended for: Digital CX Practitioners, Brand Managers

Learn how to ask questions that uncover how customers feel about their relationship with your organization and deliver insights about what is causing customer delight and pain.

Recommended for: CX Managers & Practitioners

What does it take to turn a house into an Anthropologie home? In this session, you'll learn how surprising qualitative insights triggered follow-up quantitative research, and how these different methodologies came together to inform growth strategies at Anthropologie.

We live in the experience economy and organizations that do not have Experience Management programs will fall behind. Come learn how Qualtrics has made it easy to launch Experience Management programs with a few clicks.

Today, B2B customer relations are managed by stakeholders across multiple locations, teams, and ranks, making it difficult to truly understand the customer. Learn how Ugam helped Autodesk ingest customer feedback collected across multiple touchpoints to create a single, unified view of the customer, generate actionable insights, that make impactful business decisions.

Learn how to design and tailor dashboards to every level of management so that the data-driven insights spur action and drive the organizational transformation needed to be the only place employees want to work.

Recommended for: People Analytics Managers & Professionals

HR technologies were typically built to automate existing processes—not to analyze data, accommodate innovation or measure experiences. But all of that is changing. Employee experience design is emerging as an often-used precursor to HR technology selection and adoption. And, it's helping deliver benefit to individual employees, as well as to the organization. More and better data means more and better analytics — insight to guide talent and business strategies. This session will deliver best practices for rethinking or inventing great employee experience design in context of data and analytics.

Investment in employee engagement has never been higher yet scores have never been lower, how can that be the case? For decades we have been investing in short-term “adrenaline shot” programs such free food or work-from-home Fridays with no impact for employees or the organization. Instead of forcing people into outdated workplace practices the world’s top companies are redesigning work around their people by focusing on three environments: culture, technology, and the physical workspace. Based on Jacob’s ongoing research of 252 organizations, he will share why employee experience is the next big area of investment, what the top companies are doing, and how you can go about creating an Experiential Organization. The future of work is all about the employee experience

Learn how to design a conjoint study to find the optimal product or package for your target consumers.

Recommended for: Product Managers

Learn how to build a multi-product experience monitoring system to capture customer feedback, engage stakeholders, and make better and faster product decisions.

Nir Eyal, the author of Hooked: How to Build Habit-Forming Products, has constructed a practical framework and process for designing better products. This development process gives product managers, designers, and marketers a new way for thinking of the necessary components of changing user behavior. Nir will share the tactics companies like Facebook, Pinterest, Instagram, Whatsapp, and Twitter use to drive engagement.

Manage your data set and learn how to add more information post-collection, edit responses and create new variables.

Recommended for: Experienced Market Researchers

Deliver insights and learn how to tell engaging stories and customize data visualizations to create reports that are valuable and drive action.

Recommended for: Experienced Market Researchers

What do you do when a best practice doesn’t exist for a research decision that you need to make? Understanding the underlying principles that have shaped many of the current best practices in survey design can make it easier to make decisions that produce great respondent experiences and great data. In this breakout, we draw on the extensive literature on the psychology of survey response to help you build an understanding of the logic of best practices. We also give you some tools for developing best practices for research in your own organizations and research populations whether they are customers, employees, students, or the broader market.

Even the most driven employees sometimes struggle to voice their opinions. And even the best leaders harbor biases they can't see. Regardless of your career stage, you can help create a welcoming community, foster open discussion, and build confidence. It's not just good manners, it's good business. Learn from a Qualtrics leadership panel not just why but how to drive high performance by listening to every voice at the table.

Do different industries, needs, and activities mean you need different research approaches? No. Market research leader David Boyle of Masterclass and politial pollster David Radloff of Clarity Campaigns show how researchers from different industries should work together to build person-level predictive data and powerful segmentation.

All higher education institutions serve a wide variety of customers (students, faculty, and staff) in a variety of ways (transactional, relationship, project) in an extremely complex, interrelated environment. In industry-leading work at the University of Michigan, we applied an innovative and collaborative approach to develop a comprehensive evaluation and recalibration of a University-wide Voice of the Customer program for a broad portfolio of central administrative units.

School leaders often focus on student performance data, an important measure, though when used in isolation, leaders may be missing important information on teaching and learning. What if we could easily track what happens inside and outside of the classroom? How could we use this information to improve outcomes for students? This session will focus on how schools and districts can track teacher observations, coaching, and school climate using Qualtrics. We will provide insight into how we use this data to inform school and district-wide decisions.

Customer centric companies are looking for quick, nimble and actionable information to make decisions with the consumer top of mind. This presentation shows how online communities can serve stakeholders across an enterprise, add texture to big data, and drive smart decisions. Through our experience with a multi-brand community, we share best practices to help you to get the most out of your community platform. We will share case studies of creative research techniques that led to successes for our editorial teams as well as advertising.

More Strategic helps international NGOs including The Salvation Army, Red Cross, and Greenpeace optimize giving campaigns and drive revenue. In this case-driven session, learn how to create 'dialogue' surveys delivering a personalized conversation, use behavioral economics in survey design to 'nudge' respondents on a new journey, use predictive analytics for newly acquired audiences and investing in high value relationships, and forecast value of segments and measure campaign ROI by combining X and O data.

Learn how to deliver data-driven insights to your organization via dashboards by selecting the right data fields and data sources to build the most compelling visualizations.

Recommended for: CX Practitioners

Learn how to design and tailor dashboards to every employee in your organization so the data-driven insights delivered spur everyone to act and drive the organizational transformation needed to be a CX leader in CX.

Recommended for: CX Managers & Practitioners

Learn how to analyze open text with Text iQ to understand what customers and employees are saying and translate that into data-driven insights.

Recommended for: CX Managers & Practioners, Experienced Market Researchers

Before asking how to best incentivize your employees, its vital to determine if and when employee incentives should be tied to CX metrics, This session will include insight from a Principal CX Analyst at Forrester Research, and help you improve the engagement of a customer focused workforce.

Powerful experiences change the way we interact, entertain, work, and relate to the world around us. And now that mobile is driving more online sales than desktop, businesses must ensure that their mobile experience strategy is built with the modern mobile consumer in mind. More than ever before, mobile has the power to transform experiences for your customers. In this session, we’ll review the latest mobile trends and highlight real customer examples and use cases to help you create a mobile strategy that drives results with your mobile customers.

Brands need to understand and deliver the crucial link between Brand and Customer Experience, their Customer Genome. Learn how Retail Business Services LLC, an Ahold Delhaize company, is winning in grocery retail with its integrated Brand & CX insights programs, designed in partnership with Kantar TNS.

Faced with changing customer paradigms, influx of alternative capital, and low interest rates, Financial Services firms need to evolve to succeed. Come hear how Allianz has made customer experience the centerpiece of their strategy, and how they continue to innovate their program to serve even their most demanding customers in the B2B space.

What's the difference between good and great? For a global technology company that is focused on advancing the world of health by improving medical discovery, diagnostics and the delivery of care, the difference was cultivating a customer centric focus among teams across the world. In this session you'll learn how BD transformed their VOC program and helped spread customer centricity throughout their organization.

Most organizations collect data about their customers, but very few have fully cracked the code on taking action on what they learn. What’s missing? Customer empathy. People are creatures of habit, and data alone is often not enough to persuade them to change their behaviors and actions. Learn how to extend the impact of your customer intelligence efforts by raising the level of both cognitive and emotional empathy across your organization.

Even as government services have expanded, residents’ perception of government has declined. To address this gap, Miami-Dade County has implemented the Voice of the Resident program to gather real-time feedback and more closely understand the quality of government service delivery. By relying on its customers, Miami-Dade government can better understand their needs and priorities and more accurately target where improvements are needed. This approach results in quicker response time to residents’ issues, reduces internal costs and increases resident satisfaction.

We live in the experience economy and organizations that do not have Experience Management programs will fall behind. Come learn how Qualtrics has made it easy to launch Experience Management programs with a few clicks.

Learn how to ask questions that uncover employee's true feelings about your organization and deliver insights about what is causing employee delight and frustration.

Recommended for: People Analytics Managers & Professionals

The outdoor life, the scenery, the fast-growing companies should make Utah a no-brainer for high-achievers, but you have to convince them the tradeoffs are worth it: venturing into the unknown, and leaving higher-profile locales and existing networks behind. Recruiting world-class talent to Utah is challenging. Join Dave Gilbert, Senior Director of Talent at Qualtrics to learn how his team has brought 150 out-of-staters to Utah in the last two years.

Pulse surveys—two buzz words that every HR practitioners knows. Yet despite the widespread use of the word “pulse” there is still no clear definition of pulse surveys and very few organizations know how to use them effectively. This panel brings together practitioners who are successfully running pulse survey programs, as well as subject matter experts who guide hundreds of organizations on pulse survey practices. Come learn from the experts why pulse surveys are so critical and how to build a pulse program that works for your organization.

Learn how to design a product concept test to identify customer perceptions, wants, and needs to determine performance against competitiors and if you should invest in a new product or service.

Recommended for: Product Managers

Nir Eyal, the author of Hooked: How to Build Habit-Forming Products, has constructed a practical framework and process for designing better products. This development process gives product managers, designers, and marketers a new way for thinking of the necessary components of changing user behavior. Nir will share the tactics companies like Facebook, Pinterest, Instagram, Whatsapp, and Twitter use to drive engagement.

Deep dive into the Survey Flow and learn how to use advanced functionality to customize and control the survey experiences of respondents.

Recommended for: Experienced Market Researcheres

Massive data breaches and government penalties remind us of the need to to protect X-Data, including personal data. This session explains how Qualtrics protects customer data, and is in the forefront of key industry certifications/regulations that enable customers to use X4 with confidence.

You have to use research to transform your organization. We're making it easier. Join Research Core leaders as they unveil the newest Qualtrics innovations to help you establish conversations with customers in any channel, use continuous feedback to optimize your product, and make better decisions with all your data in the same place. And stay for the Product Experience keynote as Citi's Carey Kolaja shows why it's imperative to gather experience data wherever the experience is happening and use it turn data into insights into action.

It's not all in your head. But a lot of it is. Join Professor Gal Zauberman, Yale School of Management, as he explores how variables as different as anticipation, brand, payments, memories, and even photos all influence satisfaction. What's a brand to do? Zauberman teaches how to help customers remember the peaks in their experiences, offer a sense of control during delays, and build in ways for customers to savor an experience — before, during, and after.

How to do a Process Breakdown How to automate your processes using Qualtrics Workflow in Qualtrics - the possibilities are limitless (almost)

Learn how to ask the questions that uncover consumer's true feelings about your brand and deliver the insights you need to drive stronger brand performance.

Recommended for: Brand Managers

Negative reviews make businesses nervous, but they can actually be a good thing. By remaining transparent and engaging with your customers you can build trust, address problems with your customers, and build off of potential weaknesses in your product. Responding in an open and honest way, without being defensive, is what separates the good brands from the exceptional brands. You learn: the best way to collect transparent feedback, what to do with that information, and how this process will help transform the perception of your product; the value of customer feedback and reviews, how to embrace transparency and respond to negative reviews, how to take action on both the qualitative/quantitative data collected, and the benefits of addressing criticisms and weaknesses in your product

Learn how to deliver data-driven insights to your organization via dashboards by selecting the right data fields and data sources to build the most compelling visualizations.

Recommended for: CX Practitioners

Learn how to design closed-loop feedback programs that ensure the right employees follow up with customers at every crucial moment in their journey.

Recommended for: CX Managers & Practitioners

Learn how to analyze quantitative data with Stats iQ and deliver the right data-driven insights to drive change within your organization.

Recommended for: CX Managers & Practioners, Experienced Market Researchers

Michelin and BFGoodrich participate in more than 150 motorsports and lifestyle events every year, from Desert Races to Soap Box Derbies to Celebrity Studded Product Launches. We depend on these events, along with the influencers who spread the word and the consumers who attend, to help us build our brands across North America. In this breakout, we'll share how we've utilized Qualtrics to measure the impact of the events as well as maximize the consumer input we gather.

To deliver exceptional customer experiences, companies must learn to organize around customer episodes. Adopting this “episode management” approach enables deep customer understanding, and can deliver continuous improvement of the customer experience. However, it requires dramatic changes to an organization’s structure and ways of working – learn what it takes to be successful in continuous episode management.

The healthcare landscape is constantly shifting and evolving while customer expectations continue to rise. As customers start to base loyalty and experiences on digital environments, it is imperative that Aetna has an effective digital listening program so they know how to adapt with customer expectations and use their digital environments to drive customer loyalty. Learn how Aetna is using their digital CX program to create experiences that are becoming sustainable differentiators.

An action oriented feedback model drives customer focus and includes customer needs. Increasing changes to your site, inability to act on problems, increase customer retention, and improve efficiency of product teams.

Learn how Mastercard used standardization and governance to build a consistent VOC Program globally which resulted in: Actionable Insights, Organizational Alignment, and Cross-functional CX initiatives.

We live in the experience economy and organizations that do not have Experience Management programs will fall behind. Come learn how Qualtrics has made it easy to launch Experience Management programs with a few clicks.

Learn how to design and tailor dashboards to every level of management so that the data-driven insights spur action and drive the organizational transformation needed to be the only place employees want to work.

Recommended for: People Analytics Managers & Professionals

Being a good boss is hard for everyone. It requires not only personal relationship building, but a mindshift that your humanity is an asset to your effectiveness, not a liability. This session will provide a recipe for building radically candid and personal relationships that will help you lead successful teams and organizations.

Conjoint analysis is a research technique for uncovering what customers really prefer about your product and what ultimately leads them to purchase. Learn from Qualtrics experts how to conduct conjoint studies and understand how you can revolutionize your development to build world class products faster.

Picking product winners is good, but knowing why they are winners is better. This session explores the many consumer behaviors that underlie why they like certain products, how they rationalize purchase decisions, and how you can develop new capabilities to identify which products will succeed.

Nir Eyal, the author of Hooked: How to Build Habit-Forming Products, has constructed a practical framework and process for designing better products. This development process gives product managers, designers, and marketers a new way for thinking of the necessary components of changing user behavior. Nir will share the tactics companies like Facebook, Pinterest, Instagram, Whatsapp, and Twitter use to drive engagement.

Manage your data set and learn how to add more information post-collection, edit responses and create new variables.

Recommended for: Experienced Market Researchers

From your choice of aesthetic theme for your survey to a new question you may want to include in your NPS survey, we know that the details matter. So we've done the science, and we're baking it into our product updates whenever we can. We think that between learning how to replace your data-degrading attention check with a method that actually improves data quality and learning a critical new segment for your NPS respondents you'll love this breakout. Oh and you'll also get to learn our process for discovering new best practices so that you can do it yourself in your own organizations, or collaborate with us on it through our new Methodology Lab.

It's not all in your head. But a lot of it is. Join Professor Gal Zauberman, Yale School of Management, as he explores how variables as different as anticipation, brand, payments, memories, and even photos all influence satisfaction. What's a brand to do? Zauberman teaches how to help customers remember the peaks in their experiences, offer a sense of control during delays, and build in ways for customers to savor an experience — before, during, and after.

Voice of the student. Student experience management. You've heard about it. You'll hear about it all week. These programs have eluded academia for decades, but now it’s time for that to change. This presentation will take you along the University of Minnesota’s journey as they tamed survey chaos, established a culture of Qualtrics, and how they plan to use that foundation to give students a voice.