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.

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.

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.

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?

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.

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.

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.

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?

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.

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.

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.

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.

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?

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.

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.