Inspiration and practical
takeaways from leading
financial services brands


Get practical advice and inspiration from the world’s most successful financial service organizations, based on their own customer and employee experience successes.


  • Go behind the scenes of XM success with stories from M&T Bank, Bank of Montreal, Lloyds Banking Group, and many more
  • Explore exclusive thought leadership from the XM Institute on everything from optimizing your customer care operations, to enabling frontline teams to better support your customers
  • Get hands-on with the latest innovations for financial services on the XM Platform

15+ Curated Sessions, Including:

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.

Gerry Gaerlan
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.

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.

Shannon Costigan
Head, Culture, Leadership &
Enterprise Development

Join HR leaders from some of the world’s top employers for a 50 minute deep dive into what comes next for them, their employees,and how they work. They’ll open up about their approaches to the future of work as well as look to what’s on the horizon beyond 2023.

Mary Willett
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.

Juliana Holterhaus
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.

Moira Dorsey
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.

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