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

Day 1 at the Qualtrics X4 Summit (#QualtricsX4)

Qualtrics X4 Kicks Off in Salt Lake City -- CEO Zig Serafin Demonstrates Next-gen of Experiences
Photo: Sudipto Ghosh

The 3-day X4 event at the Salt Palace Convention Center began with a bang. Qualtrics CEO Zig Serafin, co-founder Ryan Smith, and Qualtrics, President – AI Strategy Gurdeep Pall set the tone for the whole event with coruscating conversations on Artificial Intelligence (AI) tools and applications, their impact on business, and the future of human-centric experiences. 10,000+ attendees witnessed the mainstage event with awe and delight. After all, the event is all about making business more human, and Day 1 at X4 Summit managed to do it.

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

Introducing Gurdeep Singh Pall, Qualtrics AI President

Our Head of Content and AI reporter, Sudipto Ghosh, spoke to Gurdeep Singh Pall at the event. Gurdeep Singh Pall is Qualtrics’ first-ever President, AI Strategy.

Sudipto Ghosh (L) and Gurdeep Pall Singh (R) discuss Ethical AI, and other key topics in the CX industry [Photo: Sudipto Ghosh]
Sudipto Ghosh (L) and Gurdeep Pall Singh (R) discuss Ethical AI, and other key topics in the CX industry [Photo: Sudipto Ghosh]
During the interview, Gurdeep mentioned the evolution of GPTs and how it could play a decisive role in transforming lives and businesses. He deep-dived into advanced AI categories such as GPTs, Autonomous AI, and predictive intelligence. At Qualtrics, Gurdeep will lead the company’s Gen AI and Causal AI innovation strategy.

From AiThority.com, we wish Gurdeep and team, great success.

Gurdeep + Mira Murati: Transforming Education and Healthcare Programs with Generative AI

Mira Murati (L) and Gurdeep Pall Singh (R) discuss the evolution of LLMs and their journey in the tech industry [Photo: Sudipto Ghosh]
Mira Murati (L) and Gurdeep Pall Singh (R) discuss the evolution of LLMs and their journey in the tech industry [Photo: Sudipto Ghosh]
Earlier, Gurdeep sat down with OpenAI’s CTO Mira Murati to discuss the evolution of GPTs and other Large Language Models (LLMs). The on-stage camaraderie revealed the proximity between world’s smartest AI thought leaders as they worked through years on developing cutting-edge LLMs for different use cases.

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

At the event, key sessions discuss the role of GenAI in Customer Experience, Employee Experience, and Strategy & Research, with specialized industry tracks for Education, Government, Healthcare, and Financial Services.

To create and enhance your experiences, it is important to listen to the opinions of consumers, workers, and other stakeholders. This may be done comprehensively through Experience Management (XM).

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

Sudipto Ghosh from iTech with Qualtrics CEO Zig Serafin and Qualtrics President Brad Anderson at the X4 Event, Salt Lake City

What Is Qualtrics?

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Qualtrics, the leader and creator of the experience management category is a cloud-native software platform that empowers organizations to deliver exceptional experiences and build deep relationships with their customers and employees. With insights from Qualtrics, organizations can identify and resolve the greatest friction points in their business, retain and engage top talent, and bring the right products and services to market. Nearly 20,000 organizations worldwide use Qualtrics’ advanced AI to listen, understand, and take action. Qualtrics uses its vast universe of experience data to form the largest database of human sentiment in the world. Qualtrics is co-headquartered in Provo, Utah, and Seattle. 

In 2023, Qualtrics was all over the internet about 3 big news:

Our team member Sudipto was on the ground with Live reporting with continuous updates from the X4 Event from Salt Lake City. He brought minute-by-minute updates from the mainstage event on Day 1 at #QualtricsX4 Summit.

Keynotes From Day 1

Read this latest post on customer experience

The image has been taken as a screenshot from Zig’s Linkedin account. Let’s see what he says.

Zig’s LinkedIn Post on May 1, 2024
  1. Qualtrics Unveils Groundbreaking AI Innovations to Transform Understanding of Customers, Employees, and Prospects.
  2. X4 pillars — CX, EX, strategy, and research as Qualtrics AI product team ushers in a battery of new features, solutions, and user interfaces were discussed for clarity.
  3. With purpose-built, embedded capabilities across Qualtrics’ three product suites – XM for Customer Experience™, XM for Employee Experience™ and XM for Strategy + Research™ – Qualtrics AI empowers companies to predict customer needs, anticipate and address employee attrition, custom-craft intensely reliable experiences and automatically put feedback into action.
  4. Qualtrics AI, trained on the company’s vast database of human sentiment, deepens connections to propel growth.
  5. Qualtrics Assist enables everyone in an organization to ask questions, gain insight, and take action on feedback to improve every employee and customer interaction.
  6. New conversational survey capabilities ask follow-up questions in real-time, and AI-powered comment summaries reveal key insights to engage employees.
  7. There is a very big opportunity to transform creativity and innovation in education. It could change the quality of life. These technologies can help us get to a place where people can have a high quality of life, education, and healthcare. People are using these models to make things more personalized. AI tutors show promise in personalized education for schools, colleges, and universities.
  8. Qualtrics AI Empowers Organizations to Improve Customer Experiences In-Store, Online, and in the Call Center. New purpose-built apps for frontline staff and AI-powered innovations transform the customer experience for organizations including Hilton and Motorola Solutions Companies have a staggering $3.7 trillion at risk this year from inadequate customer
    experiences.
  9. New AI-powered innovations Empower Leaders to Lower Costly Employee Attrition and Lift Productivity With Strategic, Informed Action. New AI-powered solutions across the Qualtrics XM for Employee Experience suite enable leaders to understand employees more deeply, recognize meaningful trends, and deliver a measurable impact on business results.
    Qualtrics XM for Employee Experience now provides instant summaries of feedback, interactive assistance, and personalized recommendations so managers can take the right actions to improve retention, engagement, and productivity.
  10. Qualtrics AI and Qualtrics Frontline Locations™ allow frontline teams to connect with every customer in every location.
  11. Qualtrics AI harnesses the power of Gen AI, cutting-edge machine learning, and the latest in NLP to provide new purpose-built capabilities like:

● Qualtrics Assist: It is uniquely tuned to understand customers, prospects, and employees, and transform complex data into clear and simple insights, recommendations, and suggested responses. It can automatically trigger actions and workflows based on proven XM data and methodology to seamlessly improve experiences and inform decisions by predicting trends and simulating impact on business outcomes.
● Conversational feedback, which uses Qualtrics AI to analyze survey responses and generate personalized follow-up questions in real-time. Qualtrics uses context from the answers provided to identify incomplete responses and prompt respondents to offer more specific and actionable answers, giving organizations robust customer and employee insights while saving time and resources.
● Intelligent summaries, which instantly turn customer and employee feedback, and market research, into concise and simple overviews, empowering managers, researchers, marketers, and customer care agents to take confident and effective
action. The AI-generated summaries automatically surface and analyze key insights, offering easy-to-implement recommendations.
● Automated workflows powered by Qualtrics AI and xFlow, the automated action engine, which enables organizations to automatically trigger GPT-powered actions in the systems their teams are already using, informed by the precisely engineered XM data and expert-designed methodologies from Qualtrics.

Read: What is Experience Management (XM)?

FAQ’s

  1. What role does technology play in Experience Management? Technology plays a crucial role in XM by providing tools for data collection, analysis, and visualization, as well as platforms for engaging with stakeholders and implementing feedback-driven improvements.
  2. How can organizations prioritize which experiences to focus on improving? Organizations can prioritize experiences by considering their impact on key business metrics, such as customer satisfaction, loyalty, employee productivity, and financial performance, as well as the level of effort required to make improvements.
  3. What are some best practices for driving successful Experience Management initiatives? Best practices include building a culture of customer and employee-centricity, aligning XM initiatives with business goals, collecting and acting on feedback in real time, empowering employees to drive improvements, and continuously measuring and iterating.
  4. How can organizations ensure that they are delivering consistent experiences across different touchpoints? Organizations can ensure consistency by mapping the customer journey or employee journey, identifying key touchpoints, standardizing processes and interactions, training employees, and using technology to monitor and enforce standards.
  5. What are some common challenges faced when implementing Experience Management initiatives? Common challenges include siloed data and departments, resistance to change, lack of leadership buy-in, difficulty measuring ROI, managing large volumes of feedback, and maintaining momentum over time.

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

[To share your insights with us as part of editorial or sponsored content, please write to sghosh@martechseries.com]

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