Voice of the Customer Program Manager
Hear how Airbnb hit ‘reset’ on its approach to customer experience, focusing not on the scores, but on the people behind them and empowering everyone to take action to improve their experiences from fixing broken processes to improving customer care.
Global Chief Operations Officer
Find out how conversational analytics has opened the door to actionable insights by enabling KFC’s team to tune in to what people are saying, wherever they’re saying it, and then use it to improve everything from taste, to food service, and the delivery experience.
Head of Consumer Care Learning &
Discover how AARP has improved customer satisfaction and almost doubled conversion rate, all while reducing agent attrition by 40%. Hear how the team are using contact center analytics to improve service quality management through automation and agent coaching.
Director of Customer Experience
Learn how Vera Bradley broke down silos to bring omnichannel customer data together into one, holistic program, and then use it to improve their service on every channel, leading to increased customer satisfaction AND reduced costs.
XM Advisor, Qualtrics
Make sense of mountains of data collected in the contact center to deliver breakthrough results in every corner of the organization. We’ll show you how to make the most of every call, chat, text and email, and automatically share out real-time insights with every team and department to level up the experience for customers across the board.
Director, CX Practice Management
Meet the contact center leaders at some of the world’s biggest brands, including Kansas City Blue Cross Blue Shield and American Family Insurance, as they’ll explore how they’re no longer thinking of customer care as a sunk cost, but a necessary investment in customer loyalty.
VP of Product
Customer data is one of your most powerful assets, but it’s often scattered across different systems. Hear how to better connect data to unlock new insights, better understand your customers, and deliver highly personalized experiences – at scale and in real-time.
Principal XM Advisor
It’s no secret that a more engaged frontline means a better customer experience, but most companies struggle to realize the true value of a combined approach. We’ll explain how to connect the dots, so you can keep your employees engaged and customers happy for maximum impact on the bottom line.
Director, Product Management
Maximize the value of your contact center by giving your agents the tools and the time to do what they do best – look after your customers. Join us to find out how to use AI and automation to your advantage so your agents are able to deliver a personalized service experience every time.
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