Recap of Day 2 Qualtrics X4 Summit: New Transformational Partner Solutions

Day 2 At The Qualtrics X4 Summit (#QualtricsX4)

What an epic close to day 2 of QualtricsX4. Big thanks to the Backstreet Boys for their show-stopping performance at the Salt Palace and a round of applause to all who have made this year’s X4 larger than life!

Read: Recap of Day 1 Qualtrics X4 Summit: New Qualtrics AI Capabilities will Fix Broken Digital Experiences

At X4 The Experience Management Summit, Qualtrics is showcasing three new AI-powered suites of products, precision engineered for experience management, trained on the largest collection of human experience data in the world.

I loved all the exciting innovations we’re bringing to bear this year, especially around AI. Qualtrics AI brings together all of your operational, experiential, and behavioral data to scale your ability to truly understand, and connect with, your customers and employees

Here’s a quick recap of the announcements made during the event.

On day 2 we heard:

• Former First Lady Michelle Obama
• Brad Anderson
• Christina Sansone
• Sachin Goregaoker
• Max Venker
• Alpa Vyas
• Sachin Goregaoker
• Dwyane Wade
• Morgan Housel

Leadership Lessons By Former First Lady Michelle Obama

Day 2 insights struck a chord. Michelle Obama’s candid reflection on overcoming fear resonated deeply, reminding us that by changing our narrative, we can overcome our fear and move forward. Fear has the potential to limit us, and make our lives small. If we let it, fear will hold us back and shrink our ability to grow. Yet, she encouraged us to lean into fear, to embrace it like a trust fall, and defy its control over our decisions.

Insights Shared By CX Thought Leaders— Brad Anderson

On day 2 at X4, Brad Anderson spoke about the future of Qualtrics AI. We are delivering on our commitment to investing $500 million in AI innovation, exponentially increasing organizations’ ability to understand every customer, prospect, and employee interaction.

What Is Exciting About The XM 2024 Event?

3 days, 100 sessions, 10K attendees, 10 keynotes, and much more…Many experience icons were together at X4.

At X4 2024, thought leaders and practitioners from the world’s most beloved brands will walk you through everything from cutting-edge program design to the latest strategies for connecting with customers and optimizing omnichannel journeys.

Also Read: Qualtrics X4 Kicks Off in Salt Lake City — CEO Zig Serafin Demonstrates Next-gen of Experiences

Let’s see what the Big Brands has to say:

AWS

The Qualtrics Amazon Connect integration allows service teams to enrich call transcripts with sentiment and emotion, using Qualtrics AI’s leading natural language understanding capabilities to proactively trigger closed-loop follow-up actions based on customer feedback and sentiment. Shared customers can enrich customer profiles in Qualtrics Experience iD™ (XiD) with Amazon Connect operational data and insights from Amazon Kendra, providing a more unified and complete view of the customer experience. Together, Qualtrics and AWS are transforming legacy contact centers from cost centers into centers of experience insights that improve customer loyalty, retention, and lifetime value.

Bain

Creators of Net Promoter Score® and Net Promoter System®, Bain & Company announced an expanded go-to-market partnership with Qualtrics that integrates Bain’s proven customer experience methodologies with the power of Qualtrics AI to accelerate customer experience innovation and enable clients to more effectively measure, manage, and improve
customer and employee experiences. Together, Bain and Qualtrics will develop AI-powered solutions that provide frontline employees near real-time feedback and coaching on nearly 100% of their most significant customer interactions, accelerating learning and improving job satisfaction.

Deloitte

This is a unique go-to-market approach between Deloitte and Qualtrics that is demonstrating both organizations’ commitment to trustworthy and secure AI capabilities to help the clients continuously enhance their programs,” said David Glenn, Deloitte Government and Public Services Human Centered Design and Qualtrics Alliance Leader, Deloitte Consulting LLP.

EY

EY Experience Driven Insights will bring together Qualtrics experience data, key operational data, and leading EY advisory services. This combination will synthesize feedback data to help highlight actionable insights that could help organizations improve customer journeys, reduce effort and cost-to-serve, generate higher customer NPS and CSAT, and help
deliver more personalized experiences for customers. This offering could also help reveal the perceptions and priorities of employees, so businesses can take the right steps to improve workplace culture and employee satisfaction and ultimately retain valuable talent.

Farlinium

Qualtrics and Farlinium are revolutionizing healthcare payor strategies as the Centers for Medicare & Medicaid Services continues to weigh member experience heavily in its Star ratings program, putting billions in bonus payments for improved scores in the balance.

Kipsu

Qualtrics and Kipsu have come together to deliver an industry-leading customer engagement offering, combining Kipsu’s best-in-class enterprise messaging solution with Qualtrics’s leading natural language processing capabilities. This solution enables frontline teams to identify and solve customer needs with real-time service feedback loops – initially created for one of the world’s largest hospitality brands.

Read: Decoding the “X” Factor in Healthcare Industry: Qualtrics’ Dr. Adrienne Boissy Explains the Science Behind Experience Management (XM)

What is Qualtrics?

Read: Qualtrics Launches Three New AI-Powered Suites for CX, EX, and Research

Keynotes From Day 2

1. Qualtrics Announces New Partner Solutions Accelerating XM Innovation With the Latest in Qualtrics AI AWS, Bain, EY, Deloitte, Farlinium, Kipsu, and WorkJam supercharge Experience Management (XM) for organizations worldwide by leveraging new generative and predictive AI and natural language understanding.
2. Qualtrics partners have access to Qualtrics’ nimble and secure API-rich platform, delivering easy access to the latest Qualtrics AI, including predictive and generative capabilities, conversational understanding, language generation and summarization, and automated actioning.
3. Qualtrics, the leader and creator of the experience management (XM) category, and Bain & Company, creators of Net Promoter Score® and Net Promoter System®, announced an expanded go-to-market partnership that integrates Bain’s proven customer experience methodologies with the power of Qualtrics AI to accelerate customer experience innovation and enable clients to more effectively measure, manage, and improve customer and employee experiences.
4. How will AI impact the industry? Qualtrics provides a clear perspective and announced a ton of new features and tools supporting brands to adapt to the disruption of the new era ahead (Conversational feedback, Qualtrics Assist, and Research Hub to name only a few).
5. The world’s leading companies deliver experiences that are all powered by one platform: the Qualtrics XMos- the operating system for experience management.
6. A new operating system was also enrolled for XM at the event.

• XiD—a single database for all customer and employee experience data.
• iQ -Powerful, predictive intelligence. Built-in.
• xFlow-Weave XM into the fabric of how your organization operates.

Read this latest post on customer experience

FAQ’s

1. What role does employee feedback play in Experience Management? Employee feedback is crucial in XM because engaged and satisfied employees are more likely to deliver exceptional customer experiences. Their feedback can provide insights into operational issues, culture, and areas for improvement.
2. How can organizations ensure that they are acting on feedback effectively? Organizations can ensure effective action by creating clear processes for collecting, analyzing, and prioritizing feedback, assigning responsibility for follow-up actions, setting measurable goals, and regularly reviewing progress.
3. What are some emerging trends in Experience Management? Emerging trends include the use of artificial intelligence and machine learning for predictive analytics and personalization, the integration of XM with other business systems such as CRM and HRM, and the focus on holistic, end-to-end experiences.
4. How can Experience Management contribute to building brand loyalty? By consistently delivering positive experiences across all touchpoints, organizations can build trust, emotional connections, and loyalty with customers and employees, leading to repeat business and positive word-of-mouth.
5. What are the ethical considerations in Experience Management, particularly regarding data privacy and security? Ethical considerations include obtaining consent for data collection, ensuring the security and confidentiality of data, being transparent about how data is used, and respecting individuals’ rights to privacy and control over their data.