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

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 breitfelder Chief Talent Officer, Blackrock

ed bodensiek Chief Experience Officer, Cravety

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?

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

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.

Brand Tracking Made Easy: Make Better Decisions Faster with Insourced 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 Digital Service Expert, Defense Digital Service

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.

Five Lessons for Building a World-Class Marketing Research Practice

mike murakami Research Manager, Airbnb

An experienced research leader's guiding principles for building credible and effective research teams.

SPEAKERS

Oprah
Winfrey

Dan
Reynolds

President
Barack Obama

Sir Richard
Branson

Ryan
Smith

anahita
reilly

Chief Customer Officer //
U.S. GSA

nick
sinai

Former U.S. Deputy CTO //
United States

chelsie
bright

Citizen XM Scientist //
Qualtrics

jack
madans

Digital Services //
Judicial Branch of California

stephanie
thum

Head of Federal CX //
Qualtrics

FAQS

Why should I attend X4?

X4 is an unforgettable conference experience and is wholly dedicated to helping you and your organization achieve breakthroughs. Here’s what to look forward to: A bucket-list-worthy lineup of main stage speakers will break down their pivotal moments. Leading brands will share the experience management programs they’ve built to delight customers and employees. And you’ll network with and learn from some of the brightest minds in your field.

Where is the 2019 X4 Summit?

The 2019 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 conference, including basecamp trainings, keynotes, breakout sessions, and evening events, will be hosted at the Salt Palace. Evening events will include the X4 kickoff reception, parties, and concerts.

When should I arrive for the conference?

Check-in for the conference begins Tuesday, March 5 at 10:00am at the Salt Palace Convention Center. Check in early to miss the rush! The welcome party for all attendees begins Tuesday evening at 7:00pm.

If you purchase the Experience Basecamp Live add-on, you must check-in on Tuesday, March 5 between 10:00am and 11:30am.

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

What if I would like to register but need to pay in another form other than credit card?

Easy! Simply select "send me an invoice" at registration check-out. For specific questions regarding payment options, reach out to x4summit@qualtrics.com.

Can I bring a guest?

We would love to have your guests join us! Guest passes can be purchased for $499. Simply select the “+1 pass” add-on at checkout. This will give your guest access to the welcome reception, keynotes, concerts, and Friday activity only. Not valid for training, or breakout sessions.

Where do I find transportation information to get to and from my hotel?

Public transportation to and from the Salt Lake City International Airport is available by 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. 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 be offered from the Salt Lake City International Airport. This can be confirmed through calling your hotel directly.

Is Qualtrics Certification part of X4 2019?

No, Qualtrics Certification is not part of X4 2019. However, you may purchase the online training for Qualtrics Certification separately at www.qualtrics.com/certification.

Can I change the Experience Basecamp Live training I registered for?

There is a limited number of seats in each training. You may request a change before December 31, 2019 by emailing certification@qualtrics.com; your request may not be honored depending on the current training capacity. Requests received after December 31, 2018 will not be honored. For more information about Experience Basecamp Live trainings, click here.

What is this new “Experience Day” add-on?

You spoke, we listened. This year, in addition to skiing at Park City Mountain Resort, we’ll be offering alternate activities for you on Friday, the optional last day of the conference. From more time with experts, to additional site-seeing ventures (including an available Qualtrics Headquarters tour), this year is sure to have something of interest to you..

What is the recommended attire for the conference?

The recommended attire for the X4 Summit is business casual. The attire for the entertainment activities on Wednesday and Thursday evening is casual. Bundle up for ski day!

What is the cancellation and refund policy?

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 8, 2019 at 11:59pm MST. If you purchased the Experience Basecamp Live add-on, include certification@qualtrics.com in this email to request a transfer for the training. Substitutions requested after this date may be subject to a $100 USD transaction fee. Hotel reservation cancellations and substitutions must be taken care of directly with your hotel. Hotel cancellation policies may vary.

All X4 Summit registration and training cancellations must be received in writing. Email your cancellation request to x4summit@qualtrics.com. For a full refund, cancellations must be received by 11:59pm on Friday, January 18, 2019. For a 50% refund, cancellations must be received between 12:00am on Saturday, January 19, 2019, and 11:59 pm on Monday, February 11, 2019. No refunds will be given after 11:59pm MST on Monday, February 11, 2019. Note that all times listed are Mountain Standard Time (MST).

Are meals included with my Summit Pass?

Yes! Your pass includes all meals beginning Tuesday night through Thursday night. If you purchased the Experience Day add-on you'll also receive breakfast and lunch on Friday.

Who can I contact if I still have questions about X4?

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

My company is paying for me to attend X4, but can I pay for the +1 out of my own pocket?

Yes. To do this, first register yourself on our website without the +1 pass and select “I cannot pay by credit card, please send me an invoice” at checkout. After you are registered, you will receive a confirmation email with a link at the bottom to upgrade/edit your registration. When you click on this link, there will be a button to upgrade your pass. You can then add on the +1 pass and make the purchase with a credit card.

Can I speak at X4?

Thank you for your interest, but we are no longer taking applications to speak at X4 2019.

Can I purchase multiple +1 passes?

No, only one +1 pass is allowed per conference pass purchased.

Are there special conference hotel rates?

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 did not receive this email or have questions you can reach out to x4summit@qualtrics.com. To reserve your hotel, use the links below.