Come Learn Strategies

& TIPS TO HELP YOU:

  • develop more customer-centric government services
  • modernize digital offerings to meet user needs
  • attract and engage public sector talent
  • learn best practices for expanding experience management in government

Join top research and customer experience experts at X4

Build your network and connect with forward-thinking government officials and experience researchers

See how forward-thinking agencies and organizations use experience data to drive innovation and engagement

Government EXPERIENCE
BREAKOUT SESSIONS

EX PRODUCT KEYNOTE // Your Workforce is Changing—Are you Ready For It?

The workforce has experienced drastic changes and continues its transformation. Come learn about the employee breakthrough insights that are driving workforce change across every industry, and leave with the tools and strategies to get ahead so you can effectively attract, engage, retain your best employees. You’ll hear from Qualtrics Chief Experience Officer, Julie Larson-Green and The Disney Institute's VP and President, Jeff James. You'll also get a sneak peek at the latest Qualtrics product innovations to help you drive your employee experience strategy forward.

CX PRODUCT KEYNOTE // Breaking Down CX Breakthroughs: The Future of Transformational Customer Experiences

Customer experience is increasingly becoming the competitive battleground for brands around the world. But delivering differentiated experiences that lead to measurable impact can be a challenge. In this session, learn how David Neeleman, founder of JetBlue, Azul and Morris Airlines, drove continuous breakthrough in a nearly 100 year old aviation industry. In addition to hearing from a transformational CX leader, get a first look at the latest innovations to the Qualtrics CX platform that will help you achieve customer experience breakthroughs in your own organizations.

Spot Tasty Trends in Your Data: How Buzzfeed Turns Insights to Profitable Investments

It's not just lists and quizzes anymore. Experience data is essential to help Buzzfeed accurately spot trends to launch revolutionary new brands and content, from food lines like Tasty to beauty lines to DIY. In the world of instant brands, data tastes good.

The Future of Experience Management in Government

For the first time in history, technology makes it possible for governments to engage people in real-time, across demographics, in the moments that matter most. How do we build a future where feedback from government customers and employees is used to create experiences that work for everyone? From shared services to digital engagement to human centered design, what is government doing well now, and what is the future of experience management in government?

XM PLATFORM DEEP DIVE // Research to Drive Product and Brand Experience Breakthroughs

What does it take to get breakthrough insights? Come listen to some of the biggest brands in the world, including: Chobani: how they’ve built the #1 yogurt brand internationally UnitedHealth Group: how a 300K employee organization is revolutionizing end-to-end customer experience by centralizing insights across the organization Kum & Go: how one small insights team is taking on the breakfast giants Whether you’re a customer, product, brand, or employee insights professional, we’ll show you how to leverage the Qualtrics XM Platform to lead your industries in innovation, scale research across your entire organization, and integrate automation and machine learning into your research workflow to get breakthrough insights.

The Product Experience That Changed the World: An Insider's Story of Building the iPhone

During some of the most transformative years at Apple, Ken Kocienda was demo-ing top-secret products to Steve Jobs and penning his name with only 23 others - including Steve Jobs - on the original iPhone patent, a product that has revolutionized the way we communicate, work, and play. Learn how Ken and the Apple team built the iPhone from the ground-up at the direction of Steve Jobs' creative genius, and created one of the most renowned product experiences of our time.

The Why Behind the What: Using Analytics to Improve Customer Retention

Retaining a customer is less expensive and often leads to higher lifetime value than acquiring new ones, but it’s easier said than done. Many B2B companies lean heavily on financial data and firmographics to study retention patterns – profiling patterns across industries and company sizes. In this session, you’ll learn how to augment your approach with experience data and other operational data to not only understand the key drivers of attrition but identify actions to take before it’s too late, so you can retain your most valuable customers.

Keeping the Government Customer at the Center of Digital Services

People engage with government online more than any other channel. These digital touchpoints, across platforms (mobile, tablet, or desktop) and across industries are setting high expectations for government services. How do we provide simple, accessible, experiences online and ensure that the customers are at the center of digital services strategy?

Marrying O-Data And X-Data To Save Taxpayer Dollars

GSA is the "B2B" agency of the federal government, delivering value and savings in real estate, acquisition, technology, and other mission-support services across government. Through this session, we will share examples of how we are using an enterprise-wide Voice of the Customer program (via Qualtrics) to align feedback (X-data) from both agency customers and industry partners with operational data, informing how we design our products and services. We will also touch on the governance structure set in place to enable self-service feedback collection processes while adhering to a consistent enterprise-wide brand that minimizes survey burden to the customer.

Culture + Engagement: How Sephora Leverages the Intrinsic Link to Drive Purpose and Inclusion

At Sephora, bringing your whole self to work is not just lip service—it drives company culture. In this session you’ll learn from how the leading beauty retailer inspires purpose, inclusion, and measurable results in the lives of their employees by linking employee engagement data with company culture. You’ll leave with tips and strategies for humanizing HR and driving measurable business impact.

The Path to Mastering XM Across Your Enterprise

The XM Institute surveyed hundreds of executives to understand their XM efforts and aspirations.. During this session, you’ll hear results from the study, “The State of XM,” which will help you chart your path to becoming an XM leader. The session will cover the ROI, maturity levels, and insights about what separates XM leaders from their peers.

Brand Tracking Made Easy: Make Better Decisions Faster with an Insourced Program and Insights

Brand Tracking isn't just about your brand's past, it's about your business' future. And software allows you to track more easily and accurately than ever before. Here's how new thinking in brand tracking predicts where you're headed next.

Beyond Satisfaction: How Feedback Helps Organizations Manage Risk

From social media firestorms to shoplifting, fraud, and attrition, many organizations consider customers and employees potential sources of business risk. But what happens when government organizations use employee and customer feedback to get ahead of those risks? And what impact can that have on mission achievement, operational excellence, customer satisfaction, employee satisfaction, and retention?

Why Connecting Customer Experience and Employee Experience Is Your Key to Success

World-class customer experiences are fueled by happy and engaged employees. That’s why Volkswagen brought CX and EX data into a single platform to create a 360 degree view for every dealership. This change lead to the uncovering of new insights they used to address gaps in the employee experience and leverage improvements to revamp customer service training and dealership layout. Their CX and EX didn’t just yield higher customer and employee retention, it changed the way they do business at VW. Join us to learn how you can adopt these tested strategies for turning your employees into your most powerful driver of exceptional customer experience.

Radical Reconciliation: Confronting Gender Injustice at Work.

Using experiences from her own career that left her gobsmacked, Kim Scott, author of the New York Times-bestselling Radical Candor, confronts one of today's most pressing experience breakthroughs. She breaks the problem of gender injustice down into its component parts: bias, belief, bullying, discrimination, harassment and violence. The talk will define each and guide you to the most effective way to confront each. Each of us has an essential role to play, and she examines the different obligations that leaders, up standers, perpetrators, and victims have to confront injustice at work.

EX PRODUCT KEYNOTE // Your Workforce is Changing—Are you Ready For It?

The workforce has experienced drastic changes and continues its transformation. Come learn about the employee breakthrough insights that are driving workforce change across every industry, and leave with the tools and strategies to get ahead so you can effectively attract, engage, retain your best employees. You’ll hear from Qualtrics Chief Experience Officer, Julie Larson-Green and The Disney Institute's VP and President, Jeff James. You'll also get a sneak peek at the latest Qualtrics product innovations to help you drive your employee experience strategy forward.

CX PRODUCT KEYNOTE // Breaking Down CX Breakthroughs: The Future of Transformational Customer Experiences

Customer experience is increasingly becoming the competitive battleground for brands around the world. But delivering differentiated experiences that lead to measurable impact can be a challenge. In this session, learn how David Neeleman, founder of JetBlue, Azul and Morris Airlines, drove continuous breakthrough in a nearly 100 year old aviation industry. In addition to hearing from a transformational CX leader, get a first look at the latest innovations to the Qualtrics CX platform that will help you achieve customer experience breakthroughs in your own organizations.

Spot Tasty Trends in Your Data: How Buzzfeed Turns Insights to Profitable Investments

It's not just lists and quizzes anymore. Experience data is essential to help Buzzfeed accurately spot trends to launch revolutionary new brands and content, from food lines like Tasty to beauty lines to DIY. In the world of instant brands, data tastes good.

The Future of Experience Management in Government

For the first time in history, technology makes it possible for governments to engage people in real-time, across demographics, in the moments that matter most. How do we build a future where feedback from government customers and employees is used to create experiences that work for everyone? From shared services to digital engagement to human centered design, what is government doing well now, and what is the future of experience management in government?

XM PLATFORM DEEP DIVE // Research to Drive Product and Brand Experience Breakthroughs

What does it take to get breakthrough insights? Come listen to some of the biggest brands in the world, including: Chobani: how they’ve built the #1 yogurt brand internationally UnitedHealth Group: how a 300K employee organization is revolutionizing end-to-end customer experience by centralizing insights across the organization Kum & Go: how one small insights team is taking on the breakfast giants Whether you’re a customer, product, brand, or employee insights professional, we’ll show you how to leverage the Qualtrics XM Platform to lead your industries in innovation, scale research across your entire organization, and integrate automation and machine learning into your research workflow to get breakthrough insights.

The Product Experience That Changed the World: An Insider's Story of Building the iPhone

During some of the most transformative years at Apple, Ken Kocienda was demo-ing top-secret products to Steve Jobs and penning his name with only 23 others - including Steve Jobs - on the original iPhone patent, a product that has revolutionized the way we communicate, work, and play. Learn how Ken and the Apple team built the iPhone from the ground-up at the direction of Steve Jobs' creative genius, and created one of the most renowned product experiences of our time.

The Why Behind the What: Using Analytics to Improve Customer Retention

Retaining a customer is less expensive and often leads to higher lifetime value than acquiring new ones, but it’s easier said than done. Many B2B companies lean heavily on financial data and firmographics to study retention patterns – profiling patterns across industries and company sizes. In this session, you’ll learn how to augment your approach with experience data and other operational data to not only understand the key drivers of attrition but identify actions to take before it’s too late, so you can retain your most valuable customers.

Keeping the Government Customer at the Center of Digital Services

People engage with government online more than any other channel. These digital touchpoints, across platforms (mobile, tablet, or desktop) and across industries are setting high expectations for government services. How do we provide simple, accessible, experiences online and ensure that the customers are at the center of digital services strategy?

Marrying O-Data And X-Data To Save Taxpayer Dollars

GSA is the "B2B" agency of the federal government, delivering value and savings in real estate, acquisition, technology, and other mission-support services across government. Through this session, we will share examples of how we are using an enterprise-wide Voice of the Customer program (via Qualtrics) to align feedback (X-data) from both agency customers and industry partners with operational data, informing how we design our products and services. We will also touch on the governance structure set in place to enable self-service feedback collection processes while adhering to a consistent enterprise-wide brand that minimizes survey burden to the customer.

Culture + Engagement: How Sephora Leverages the Intrinsic Link to Drive Purpose and Inclusion

At Sephora, bringing your whole self to work is not just lip service—it drives company culture. In this session you’ll learn from how the leading beauty retailer inspires purpose, inclusion, and measurable results in the lives of their employees by linking employee engagement data with company culture. You’ll leave with tips and strategies for humanizing HR and driving measurable business impact.

The Path to Mastering XM Across Your Enterprise

The XM Institute surveyed hundreds of executives to understand their XM efforts and aspirations.. During this session, you’ll hear results from the study, “The State of XM,” which will help you chart your path to becoming an XM leader. The session will cover the ROI, maturity levels, and insights about what separates XM leaders from their peers.

Brand Tracking Made Easy: Make Better Decisions Faster with an Insourced Program and Insights

Brand Tracking isn't just about your brand's past, it's about your business' future. And software allows you to track more easily and accurately than ever before. Here's how new thinking in brand tracking predicts where you're headed next.

Beyond Satisfaction: How Feedback Helps Organizations Manage Risk

From social media firestorms to shoplifting, fraud, and attrition, many organizations consider customers and employees potential sources of business risk. But what happens when government organizations use employee and customer feedback to get ahead of those risks? And what impact can that have on mission achievement, operational excellence, customer satisfaction, employee satisfaction, and retention?

Why Connecting Customer Experience and Employee Experience Is Your Key to Success

World-class customer experiences are fueled by happy and engaged employees. That’s why Volkswagen brought CX and EX data into a single platform to create a 360 degree view for every dealership. This change lead to the uncovering of new insights they used to address gaps in the employee experience and leverage improvements to revamp customer service training and dealership layout. Their CX and EX didn’t just yield higher customer and employee retention, it changed the way they do business at VW. Join us to learn how you can adopt these tested strategies for turning your employees into your most powerful driver of exceptional customer experience.

Radical Reconciliation: Confronting Gender Injustice at Work.

Using experiences from her own career that left her gobsmacked, Kim Scott, author of the New York Times-bestselling Radical Candor, confronts one of today's most pressing experience breakthroughs. She breaks the problem of gender injustice down into its component parts: bias, belief, bullying, discrimination, harassment and violence. The talk will define each and guide you to the most effective way to confront each. Each of us has an essential role to play, and she examines the different obligations that leaders, up standers, perpetrators, and victims have to confront injustice at work.

FAQS

X4 is an unforgettable conference experience wholly dedicated to helping you and your organization use experience management to achieve breakthroughs. Here’s what to look forward to:

  • A bucket-list-worthy lineup of main stage speakers will break down pivotal moments in their careers
  • Leading brands will share the secrets to their experience management successes
  • Networking with some of the brightest minds in your field
  • Returning home with an actionable vision to transform your organization

The 2020 X4 Summit will take place in beautiful downtown Salt Lake City, Utah. We are thrilled to have you back at the Salt Palace Convention Center.

The majority of the summit, including basecamp training, keynotes, breakout sessions, and evening events, will be hosted at the Salt Palace and other conference space within walking distance. Evening events will include the X4 kickoff reception and parties, while the main concert will happen at the nearby Vivint Smart Home Arena, home of the Utah Jazz..

Check-in for the conference begins Tuesday, March 10 at 10:00am at the Salt Palace Convention Center. Check in early to miss the rush!

Check-in will also be open on Wednesday at 7:00am and Thursday at 8:00am.

Of course! Qualtrics has reserved a special conference rate for our attendees. Rooms are available on a first-come, first-serve basis, so book early to guarantee your discount as hotels will absolutely sell out. All hotels are located in downtown Salt Lake City. Most hotels are within walking distance to the Salt Palace. If you have questions you can reach out to x4summit@qualtrics.com. . To reserve your hotel, use the links below.

All X4 attendees need to have a ticket. Tickets include access to all mainstage, breakout, social, and entertainment sessions.

Public transportation to and from the Salt Lake City International Airport is available through the Utah Transit Authority. You can also use the new “Green Line” on TRAX (Salt Lake City’s light rail system) that runs to and from the airport. The Green Line leaves the airport every 15 minutes on weekdays and every 20 minutes on weekends. The TRAX stop is located at the south end of Terminal 1. TRAX drops off directly in front of the Salt Palace Convention Center.

Taxi cabs are also available at the airport when you arrive. Uber and Lyft also serve the airport and all of Salt Lake City. All our preferred hotels are a 10-15 minute drive from the airport and the one-way cab fare will be approximately $22-$25 USD.

At the airport, you can find shuttles at the All Resort (Premier) kiosk located across from baggage claim 4 in Terminal 1 and baggage claim 8 in Terminal 2. You may visit the website for rates and reservations: http://www.premier-transportation.com/

Depending on your hotel, complimentary shuttles may also be offered from the Salt Lake City International Airport. This can be confirmed by calling your hotel directly.

No, Qualtrics Certification is not part of X4 2020. However, you may purchase the online training for Qualtrics Certification separately at www.qualtrics.com/certification.

There are a limited number of seats in each XM Basecamp course. You may request a change before December 31, 2019 by emailing certification@qualtrics.com; your request may not be honored depending on the current course capacity. Requests received after December 31, 2019 will not be honored.

Casual, business casual, black tie – just have a comfortable experience. Heck, our CEO always wears sneakers. The attire for the entertainment activities on Wednesday and Thursday evenings is casual.

If you are unable to attend X4 Summit, you may transfer your registration to another person by sending an email to x4summit@qualtrics.com with the new Attendee's name and contact information by Friday, February 7, 2020 at 11:59 pm MST. Substitutions requested after this date may be subject to a US $100 transaction fee.

All X4 Summit registration, training, and certification cancellations must be received in writing. Email your cancellation request to x4summit@qualtrics.com. For a full refund, cancellations must be received by 11:59 p.m. (MST) on January 17, 2020. For a 50% refund, cancellations must be received between 12:00am (MST) on January 28, 2020 and 11:59 p.m. (MST) on February 6, 2020. No refunds will be given for any termination notice provided after 11:59 p.m. (MST) on February 6, 2020.

Hotel reservation cancellations and substitutions must be arranged directly with your hotel. Hotel cancellation policies may vary.

Yes! Your pass includes morning coffee, lunches, and dinners beginning Tuesday night through Thursday night.

Contact x4summit@qualtrics.com and we'll be happy to answer your questions.

There are very limited opportunities to speak at X4, but we would welcome your application. Please use this link.