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
EX PRODUCT KEYNOTE // Your Workforce is Changing—Are you Ready For It?
julie larson-green Chief Experience Officer, Qualtrics
jeff james Vice President, Disney Institute
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
David Neeleman Founder, Azul, JetBlue, WestJet
Webb Stevens VP of CX, Qualtrics
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
ashmeed ali Head of Market Research, Buzzfeed
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
chelsie bright Citizen XM Scientist , Qualtrics
nick sinai Former U.S. Deputy CTO, United States
matt broffman Director, Digital Platforms, City of Orlando
Marcy Jacobs Executive Director, Department of Veterans Affairs, Digital Service
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
kelly waldher VP, BX, Qualtrics
jay choi VP, Research Core, Qualtrics
Maria Voronina Product & Brand Research, Chobani
Paul Long VP, Enterprise Customer Experience, UnitedHealth Group
Josh Sarpen Customer Insights Manager, Kum & Go
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
ken kocienda Former Principal Engineer, Apple
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
rachel richter VP, Customer Insights, Dun & Bradstreet
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
jack madans Digital Services, Judicial Branch of California
rick delappe Program Manager, National Park Service
Jon Booth Director, Website & New Media Group, Centers for Medicare & Medicaid Services
Sam Bronson Digital Analytics Manager, Health and Human Services
Mike Sarasti CIO / Director of Innovation & Technology, City of Miami
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
anahita reilly Chief Customer Officer, U.S. GSA
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
karalyn smith CHRO, Sephora
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
bruce temkin Head of XM Institute, Qualtrics
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
franck sarrazit Brand XM Scientist, Qualtrics
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
stephanie thum Head of Federal CX, Qualtrics
monica allen Dir. Strategic Planning, Mecklenburg County
kevin carter Bureaucracy Hacker, Defense Digital Service
Shonte Eldridge Deputy Chief of Operations and Smart City Strategist, Baltimore, Office of Mayor
ed bodensiek Chief Experience Officer, Cravety
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
jason bradshaw Chief Customer Officer, VW Australia
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.
kim scott Author, Radical Candor
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.