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Learn how some of the world’s most iconic products were created by the people who created them
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.
Measuring Growth: The Breakthrough Helping GoDaddy Increase Profitability by Closing Experience Gaps
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.
Embedding Human Insights Into Experience Design
carey kolaja Chief Product Officer, Citi
Customer-centric design is becoming the new normal and has driven statistically tremendous developments in UX and overall growth in unexpected industries. 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 the productization of companies.
How Technology is Creating a New Currency of Ideas
stan sthanunathan EVP, Consumer Insights, Unilever
Is technology a friend or foe of your brand? Over 2.5 billion people use Unilever brands every day in part because Unilever has learned how to turn ideas into currency using new technology. Unilever’s EVP of Consumer and Marketing Insight shows you how leveraging technology accelerates adoption and builds legendary brands.
Listen and Act: How AMEX Pairs Listening & Insights to Bring the Voice of the Customer to Life
luis angel-lalanne VP, Customer Listening, American Express
To be truly customer-centric you need to empower people at all levels of your organization to listen to the customer and act on the insights. With an emphasis on customer listening from call center to the C-suite you’ll find new ways to learn from your customers. Find out how American Express employs a broad spectrum of approaches (from call listening to advanced modeling) to empower employees and uncover meaningful insights to create world-class Customer Experiences.
Hooked: How To Build Habit-Forming Products
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.
Making magic from the mundane: how Google uses experience design to re-imagine the G-Suite
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.
How to Maximize Security in Experience Management
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.
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.
How to Collect and Use Durable Data to Stay Ahead of Global Product Trends
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.
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.
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.
Uncovering User Truth: Fusing Data Science and User Research at Spotify
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.
Creating Moments in Culture
greg dzurik VP, Marketing + Innovation, Yum! Brands/Collider
Brands that truly create culture, not just reflect culture, have the edge. Greg Dzurik, VP of Marketing & Innovation at Collider/Yum! Brands will share why creating moments in culture matters for brands today, what it takes for brands to do it, and different routes brands can take to create cultural moments that stick.
Five Elements 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.
How to Fix Your Customer Journey: What I Learned from Buying My Own Sofa
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.
How Expedia launched a game-changing product feature by building feedback into the development process
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.
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.
The Effortless Experience: Conquering the New Battleground for Customer Loyalty
Matt Dixon Chief Product & Research Officer, Tethr
The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. Yet the careful research conducted by Matt Dixon and his team over nearly a decade proves that the “dazzle factor” is wildly overrated—it simply doesn’t predict repeat sales, share of wallet, or positive word-of-mouth. The reality: Loyalty is driven by how well a company delivers on its basic promises and solves day-to-day problems, not on how spectacular its service experience might be. Most customers don’t want to be “wowed”; they want an effortless experience. And they are far more likely to punish you for bad service than to reward you for good service. In this presentation, Dixon provides an overview of the research--including the four key pillars of a low-effort customer experience and how to apply the Customer Effort Score--and shares how he and his research team at Tethr are expanding on the original concepts, leveraging the latest AI and machine learning approaches to study hundreds of millions of customer interactions.
What it Takes to Deliver Truly Exceptional Brand and Product Experiences
Maria Voronina Product & Brand Research, Chobani
Chobani has had a meteoric rise to Australia's #1 yogurt brand and the #2 brand in the United States. Learn how the Chobani team built a brand from the ground up and overcame fierce competition to give consumers award-winning flavors - and containers.