Watch a limited release of the X4 Summit 2023 sessions on demand

Access now


Learn from the innovators in
customer research and insights


Join customer experience leaders at the world’s most successful companies and dive deep into the tools, the technology, and techniques that are helping them get closer than ever to their customers.


  • Go behind the scenes with CX leaders at Porsche, Airbnb, Crayola, and many more with 30+ stories from the world’s biggest brands
  • Choose from a full program of thought leadership from the brightest minds in CX with sessions on journey mapping, omnichannel analytics, qualitative research, and much more
  • Get hands-on with the latest CX innovations rolling out on the XM Platform

30+ Curated Sessions, Including:

Raj Sivasubramanian
Voice of the Customer Program Manager

Hear innovative new approaches to customer research that have added more focus on the people behind the data and have driven actions to improve the Airbnb
customer experience.

Rick Mochulsky
Vice President, Business Insights

Melissa Harrington
Human Insights Manager

The word ‘consumer’ isn’t even in Liquid Death’s vocabulary. Why? Because they focus on humans. Join us to hear how the human insights department started, and how insights have become a part of the creative engine to connect
with humans.

Eric Soelberg
VP, Customer Insights

L.L.Bean has endured as an outdoor brand for over a century and has grown a loyal following by meeting customer’s needs through an innovative approach of proactive listening and action. Hear about their strategy to make sure their customer’s needs are continuously met in this ever-changing industry.

Sri Sankar
VP, Customer Experience Strategy & Engagement

Learn how Nationwide is equipping everyone in the company, from frontline agents to digital product and service teams with the right tools help them better understand each customer and deliver faster, frictionless interactions at every touchpoint.

Charles Frankievich
Director, Consumer Insights

Making critical decisions based on gut-feel was only going to get Shake Shack so far. But when it set out a 5-year plan to establish itself as a national competitor, it needed insights to truly understand how guests feel, and what they needed to keep coming back.

Dr. Martin Einhorn PhD
Head of the Market Research Department

Explore how Porsche uses XM to fine-tune every detail for owners. Uncover the power of truly understanding your customers to take the right actions that help to grow your brand – straight from one of the most iconic brands on
the planet.

Jacob Fenton
VP, Customer Experience

Join leaders from StockX, Mercado Libre, and more to explore how to get the balance right between ‘frictionless’ and ‘personalized’ experiences in digital to walk the tightrope between experiences that are both simple AND human.

Andrea Hutson
Consumer Insights Manager

Learn how Crayola manages its online market research to dramatically improved the speed, cost and reliability of its efforts. Find out how the brand’s consumer insights team are able to craft and launch effective new campaigns in just
a few days.

Matt Lombardi
Vice President, Customer Experience

Emma Sopadjieva
Sr. Director, Customer Experience Analytics

Hear how the team at ServiceNow earned renewed trust in their customer data, expanded their listening program, and recalibrated its approach to CX to enable closed-loop actions across teams – all while tracking the impact on customer retention and long-term growth.

JD Schramm
Author, Communicate with Mastery

Join research guru and TED Talk veteran JD Schramm as he uncovers how you can drive action in your organization using data. He’ll explore how tailoring your research to your audience can help drive action at every level of
the organization.

Bruce Temkin
Head of Qualtrics XM Institute

The only thing that seems certain about the future is that it’s full of uncertainty. To not only survive, but actually thrive in this environment, our research shows organizations need to build both agility and empathy. During this session, industry visionary Bruce Temkin will explain how you can tap into Experience Management to build this resilience and outpace your competitors during fast-changing times.

Aarthi Murali
Chief Customer Experience Officer

Over the next 5 years, M&T has set itself a goal of transforming banking by focusing on the human experience. Hear how they’re taking a holistic approach to XM, and unlock added value across the business.

Shorit Ghosh
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.

Andrea Eaker
Research Program Manager

Join research and insights leaders from companies including Alaska Airlines and Tropical Smoothies to explore why research is the one area you don’t want to sacrifice in 2023, and how you can adapt and adjust to uncover
breakthrough experiences.

Frank Zinni
Principal XM Advisor, Qualtrics

Here’s the thing… Brand tracking doesn’t have to be complicated. Get a handle on how well your brand is weathering these uncertain times with our straightforward, easy-to-understand approach. In this session, we’ll outline how to build a healthy brand tracker, so you can move quickly to seize market opportunities before they are gone.

Kathryn Murphy
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.

Eddie Accomando
Senior XM Advisor, Qualtrics

Scaling qualitative research has been a decades-long challenge for researchers – but 2023 is the year that changes. We’ll show how new innovations are enabling teams to tap into qualitative research quickly, and at scale, to get richer insights into what people want next.

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