carey kolaja Chief Product Officer, Citi

Customer-centric design is becoming the new normal and has driven tremendous developments in UX. What happens when organizations apply that same methodology to enhancing the workplace and transforming employee experiences? Citi’s Carey Kolaja shows how Citi FinTech effectively revolutionized employee engagement through co-creation, testing and learning.

stan sthanunathan EVP, Consumer Insights, Unilever

Unilever shows how technology helps them turn insights into ideas.

nir eyal Best-Selling Author, Hooked

Habit-forming products change user behavior and create unprompted engagement. Harnessing the power of habits is essential for your product and is great for your bottom line. Product guru, investor, and bestselling author Nir Eyal outlines the Hook Model to give you a practical framework to increase your odds of product success.

adam marrè Head of Security Ops , Qualtrics

Security today falls not only to the professionals but to every data professional. Former FBI Cyber Special Agent Adam Marrè outlines how to guard against avoidable incidents, increase security awareness across the organization, and explores security feature value for researchers and experience managers.

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.

charles wilson Product Insights, New Balance

In the age of fast data and even faster fashion, the role of durable insights has never been more critical. In a highly competitive market, learn how New Balance is getting ahead of global footwear trends and building blockbuster products for multiple buyer segments.

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

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.

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.

angela roseboro Chief D&I Officer, Dropbox

Studies show that diverse and inclusive workplaces drive better business outcomes for organizations—but many organizations are just starting to drive necessary changes that create safe and inclusive spaces. Come see how Dropbox is pioneering programs and strategies that create a culture of inclusion and empower underrepresented employee populations to thrive. You'll leave with practical guidance for eliminating bias, leveraging employee feedback, and creating a safe and thriving workplace for a diverse employee base.

kelly waldher VP, BX, Qualtrics

jay choi VP, Research Core, Qualtrics

From breakthrough products to revolutionary brands, come learn how research is driving experiential innovation in product development and brand management. We'll share inspiring stories from organizations and the researchers driving new product innovation and award-winning brand campaigns and how you can leverage new technology in the XM Platform to deliver breakthrough results at your organization.

Mike McLaughlin Chief Customer Officer, GoDaddy

When GoDaddy was founded, it was about serving a community of entrepreneurs to enable them to launch their business online and receive the same support experience as the biggest companies. Years later, they emerged as the world's largest cloud platform dedicated to small ventures under one premise: provide the best customer and product experience. Period. Part of that radical evolution was closing key experience gaps, including brining essential product and customer experiences under Mike McLaughlin and tying business results to experiences.

mike murakami Research Manager, Airbnb

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

amy lokey VP, User Experience, Google

Google’s products are designed to be smart and personal by leveraging Google’s vast investment in AI. Learn about the research, stories, and outcomes that have helped G-Suite evolve to become a massively personal and scalable product experience. Within G Suite, our goal is to elevate human accomplishment, so we focus on how we can use AI in a way that is both personal, and helps people accomplish their most important tasks more quickly and easily.

keela robison VP, Product Development, Expedia

The Next-Gen Product Development Cycle That Leads to Better Product Experiences

joan king VP, E-commerce, Crate & Barrel

Data silos are everywhere, but what are you doing to consolidate customer touchpoints and omnichannel experiences? Your product won't sell itself, and knowing how to leverage customer journey mapping and in-store and online research can help you maximize customer and product experiences, making the decision and purchase process both seamless and delightful. Learn how Crate&Barrel is engaging digital, product, and retail teams to deliver exceptional experiences.

peter gilks Director, Product Insights, Spotify

kristie savage Data Science, Spotify

colette kolenda User Research, Spotify

Spotify’s product insights team combines user research and data science to gain rich insights that fuel product decisions. This talk uses a case study of combining a qualitative diary study (administered through Qualtrics) and a behavioral data dashboard. This mixed methods approach drives a holistic understanding of both when and, more importantly, why people engaged with a new ads feature.

keela robison VP, Product Development, Expedia

A couple years ago Expedia launched one feature that differentiated if from every other travel booking site: bundling. They thought it would be game-changing. They found the opposite. Customers we're still buying a-la-carte and missing out on enormous savings. The research team and product leaders turned to customer feedback to figure out how to fix the broken experience. Keela Robison, Expedia's Global VP of Product takes you through this case study and how breakthrough insights about the product and consumer helped Expedia turn this product feature into a profit center.

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.