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.
SVP, CX+EX Systems
“Personalized experiences” can feel like an overused term. Join this session to hear practical examples of how leading brands exceeded expectations by catering experiences to individuals and segment of customers.
VP, Customer Experience
Learn how StockX brings together omnichannel experience data into Experience iD to truly understand every customer’s journey and then deliver personalized experiences that go beyond a transaction to form strong relationships with its loyal fans.
Senior XM Advisor, Qualtrics
In the rush to digitize everything and drive operational efficiency, many companies are creating digital experiences that don’t really resonate with or meet the expectations of those they serve. We’ll unveil our latest research to give you the lowdown on what your consumers want and how digital leaders are meeting the challenge.
Vice President, Customer Experience
Senior 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.
Principal XM Catalyst, XM Institute
Customer journeys are more complex than ever, but understanding and improving them doesn’t have to be. We’ll guide you through the essentials so you can create journeys that your customers actually want – not what you think they want – and keep them coming back for more.
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.
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.
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