Podcasts about Qualtrics

AI Usage Trends: Insights from Recent Studies and Real Conversations In this episode, host Jim Love reflects on two recent studies about AI usage. The first study by Harvard Business Review and Qualtrics identifies top uses for AI, emphasizing personal applications like companionship and life organization. The second study by the National Bureau of Economic Research examines actual ChatGPT interactions, revealing a significant rise in non-work-related use. The episode discusses the disparities between perceived and actual AI usage and explores the potential economic and societal impacts of AI, including differing views on its effect on the workforce. 00:00 Introduction and Host's Personal Note 00:19 Reflections on AI Studies 00:27 Harvard Business Review Study Insights 01:25 National Bureau of Economic Research Study Insights 02:06 ChatGPT Usage Statistics 02:55 Demographics and Usage Patterns 03:27 Work vs. Non-Work Usage 04:03 Categories of ChatGPT Use 05:32 Contrasting Studies and Real-World Impact 06:31 Economic Impact and Future Speculations 08:13 Conclusion and Final Thoughts

Marketers' roles are changing, but their goals are still the same: reach and engage customers, meeting them where they are, and for better or worse, often needing to do more with less while delivering greater value. Agility requires both adapting to change quickly while also having the wisdom to know which changes truly matter. It demands a delicate balance between embracing new technologies and staying laser-focused on core business objectives. Today, we are here in New York City at Opticon25. We are going to talk about the growing role of AI for both marketers and consumers, how organizations can leverage an agentic platform to create better internal and external customer experiences, and how marketers can both do more with less while delivering exponentially greater value. To help me discuss this topic, I'd like to welcome Rupali Jain, Chief Product Officer and Kevin Li, SVP Product at Optimizely. About Rupali JainRupali Jain is the Chief Product Officer at Optimizely. Previously she has held product leadership roles at several SaaS software companies, including Microsoft's PowerBI and Qualtrics. Throughout her two-decade career, Rupali has shared Optimizely's vision of prioritizing the end user's daily needs. Rupali is committed to advancing practical, growth-driving applications of AI and machine learning to help marketers take control of their workflows, experiment at scale, and deliver digital experiences that meet and exceed customer expectations Rupali Jain on LinkedIn: ⁠https://www.linkedin.com/in/rupali/⁠ About Kevin LiAt Optimizely (previously Episerver before rebrand), I describe my job as a "tale of two mirrors" with one being a telescope and one being a microscope. On the telescope side of product strategy, I own long-term strategy covering build/buy/partner, M&A (thesis, due diligence, etc.), new product launches (SaaS CMS, Personalization, etc.), analyst relations (leader in 11 categories across Gartner, Forrester, and IDC), etc. On the microscope side of product operations, I own the product commercialization process, product operations, product analytics, documentation, and competitive intelligence. Kevin Li on LinkedIn: https://www.linkedin.com/in/kevinsyli/ Resources Optimizely: https://www.optimizely.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow Don't Miss MAICON 2025, October 14-16 in Cleveland - the event bringing together the brights minds and leading voices in AI. Use Code AGILE150 for $150 off registration. Go here to register: https://bit.ly/agile150 Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.showCheck out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

Marketers' roles are changing, but their goals are still the same: reach and engage customers, meeting them where they are, and for better or worse, often needing to do more with less while delivering greater value. Agility requires both adapting to change quickly while also having the wisdom to know which changes truly matter. It demands a delicate balance between embracing new technologies and staying laser-focused on core business objectives. Today, we are here in New York City at Opticon25. We are going to talk about the growing role of AI for both marketers and consumers, how organizations can leverage an agentic platform to create better internal and external customer experiences, and how marketers can both do more with less while delivering exponentially greater value. To help me discuss this topic, I'd like to welcome Rupali Jain, Chief Product Officer and Kevin Li, SVP Product at Optimizely. About Rupali JainRupali Jain is the Chief Product Officer at Optimizely. Previously she has held product leadership roles at several SaaS software companies, including Microsoft's PowerBI and Qualtrics. Throughout her two-decade career, Rupali has shared Optimizely's vision of prioritizing the end user's daily needs. Rupali is committed to advancing practical, growth-driving applications of AI and machine learning to help marketers take control of their workflows, experiment at scale, and deliver digital experiences that meet and exceed customer expectations Rupali Jain on LinkedIn: ⁠https://www.linkedin.com/in/rupali/⁠ About Kevin LiAt Optimizely (previously Episerver before rebrand), I describe my job as a "tale of two mirrors" with one being a telescope and one being a microscope. On the telescope side of product strategy, I own long-term strategy covering build/buy/partner, M&A (thesis, due diligence, etc.), new product launches (SaaS CMS, Personalization, etc.), analyst relations (leader in 11 categories across Gartner, Forrester, and IDC), etc. On the microscope side of product operations, I own the product commercialization process, product operations, product analytics, documentation, and competitive intelligence. Kevin Li on LinkedIn: https://www.linkedin.com/in/kevinsyli/ Resources Optimizely: https://www.optimizely.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow Don't Miss MAICON 2025, October 14-16 in Cleveland - the event bringing together the brights minds and leading voices in AI. Use Code AGILE150 for $150 off registration. Go here to register: https://bit.ly/agile150 Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.showCheck out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

Listen now on Apple, Spotify, and YouTube.—Ryan Glasgow is the CEO of Sprig, an AI-native survey platform built to replace legacy tools like Qualtrics. Sprig combines advanced survey capabilities, AI-powered analysis, and an intuitive user experience to help research and product teams get richer insights, faster. Before starting Sprig, Ryan led product at Weebly and Vurb, where he saw how slow, fragmented research workflows could limit product velocity. Today, Sprig is used by companies like Stripe, DoorDash, Notion, and Netflix to run surveys, analyze results instantly with AI, and deliver insights that shape product decisions.In our conversation, we discuss:* How the research community's mindset toward AI has shifted from fear to experimentation.* What it means to treat AI like an eager intern and why that mental model changes everything.* How to break your workflow into “job steps” and plug AI in where it can actually help.* What Sprig is building to support both qual and quant researchers at different levels.* Why sharing raw data with stakeholders (not just summaries) might be the next big unlock for research impact.Some takeaways:* Many teams outside of research are still figuring out what AI is good for. Meanwhile, UXRs are already experimenting with real tasks, like synthesis, survey creation, and study planning, because they've had to. Ryan points out that researchers are becoming internal AI evangelists, getting asked to present their workflows to other departments. The field's willingness to experiment is turning into a quiet leadership moment.* The best way to work with AI? Pretend it's a new intern. It's fast, eager, and can take on a ton but needs oversight, review, and clear direction. That framing unlocks a very different way of thinking: not “Will it replace me?” but “What can I delegate to it so I can focus on higher-impact work?” That shift is showing up in how researchers manage tasks across their workflow.* Before you plug AI into your stack, audit your actual workflow. Break it into steps, like study planning, stakeholder requests, distribution, synthesis, insight sharing, and decide where AI can support. Sprig is built around this approach, helping researchers insert AI at specific job steps. Trying to use one tool for everything often backfires; success comes from surgical fits, not general use.* Sprig is expanding from in-product surveys into long-form survey support with built-in AI features for study creation, open text clustering, and synthesis. Ryan shared how qual researchers use AI to draft surveys, get feedback, and even generate first-pass summaries of open ends. Other tools like Notebook LM and Gamma help researchers do faster analysis and deck creation without skipping the rigor.* One of the most radical ideas Ryan shared: share your raw research data, transcripts, open ends, survey results, so stakeholders can ask their own questions. With tools like ChatGPT or Notebook LM, that data becomes living, queryable insight. It turns research from a static deliverable into an exploratory tool. It also takes the pressure off researchers to have all the answers, all the time.Where to find Ryan:* Website* LinkedIn* XStop piecing it together. Start leading the work.The Everything UXR Bundle is for researchers who are tired of duct-taping free templates and second-guessing what good looks like.You get my complete set of toolkits, templates, and strategy guides. used by teams across Google, Spotify, , to run credible research, influence decisions, and actually grow in your role.It's built to save you time, raise your game, and make you the person people turn to—not around.→ Save 140+ hours a year with ready-to-use templates and frameworks→ Boost productivity by 40% with tools that cut admin and sharpen your focus→ Increase research adoption by 50% through clearer, faster, more strategic deliveryInterested in sponsoring the podcast?Interested in sponsoring or advertising on this podcast? I'm always looking to partner with brands and businesses that align with my audience. Book a call or email me at nikki@userresearchacademy.com to learn more about sponsorship opportunities!The views and opinions expressed by the guests on this podcast are their own and do not necessarily reflect the views, positions, or policies of the host, the podcast, or any affiliated organizations or sponsors. This is a public episode. If you'd like to discuss this with other subscribers or get access to bonus episodes, visit www.userresearchstrategist.com/subscribe

This podcast is brought to you by Outcomes Rocket, your exclusive healthcare marketing agency. Learn how to accelerate your growth by going to⁠ outcomesrocket.com One of the most urgent and overlooked innovations in healthcare today is listening deeply and differently. In this episode, Dr. Adrienne Boissy, Chief Medical Officer at Qualtrics, explores the vital role of experience management in healthcare and the systemic challenges of embedding empathy at scale. She explains how Qualtrics is leveraging AI and data from over 150 channels to transform both patient and employee experiences. The 2025 Healthcare Trends Report reveals a looming retention crisis, with nearly 30% of physicians and even more nurses considering leaving their roles. Dr. Boissy also discusses the growing adoption of AI tools like ambient listening, the tension between trust and convenience, and the ethical urgency of building emotionally safe healthcare environments. Tune in and learn how transforming human experience in healthcare starts with the simple act of listening, done right, at scale, and with empathy! Resources: Connect with and follow Dr. Adrienne Boissy on LinkedIn. Follow Qualtrics on LinkedIn and explore their website. Email Adrienne directly here. Read the 2025 Healthcare Trends Report by Qualtrics here.

Episode 254: What if the future of AI in customer experience is built not by giant platforms but by small, reusable, open source AI agents? Gurdeep Pall, President of AI Strategy at Qualtrics, believes open, modular AI agents will outmaneuver big tech's locked-down systems. In this conversation from the X4 Summit, Gurdeep argues that “experience agents”—task-specific bots that can plug into any stack—will give companies more control, better performance, and real freedom. Closed AI platforms promise convenience, but they trap businesses in rigid walled gardens. Gurdeep argues that modular architectures unlock something better: flexibility, reuse, and evolution. “Break down the agents to very specific functionality,” he says. “And those agents can be invoked by many different agents for different types of tasks.” This isn't just a tech choice. It's a business and philosophical stance. Qualtrics is partnering with LangChain and releasing open connectors to build an ecosystem of interoperable agents. The goal? Let companies mix, match, and scale customer-facing systems without depending on any one vendor. “This is one semantic level up,” he says, comparing today's agentic architectures to the launch of the web and mobile eras. “What agents are going to do for user experience—taking our digital game to the next level—is very exciting.” Guest: Gurdeep Pall, President of AI Strategy, Qualtrics Host: Rob Markey, Partner, Bain & Company Give Us Feedback: https://bit.ly/CCPodcastFeedback Time-Stamped Topics: (00:01) Why Qualtrics is going all-in on open agentic AI (00:04) An overview of the Qualtrics and LangChain partnership (00:06) The modular architecture of “experience agents” (00:08) Why one task might require seven agents (00:09) How specialization allows reuse and scale (00:10) Rejecting the walled garden model (00:11) Making open systems friction-free (00:12) A real-time use case from the X4 stage (00:14) Plug and play simplicity for complex integrations (00:15) Why this is a new digital paradigm Time-Stamped Quotes: [7:00]  “It's about how you break up the task. Like, when you call the human, the human didn't sit there and not do anything and the password got reset. The human went to a piece of software and they went and worked on it. So, what we are talking about here is the combination of software and the human, now organized most efficiently.” [8:00] “ If you're able to break down the agents to very specific functionality, then those agents can be invoked by many different agents for different types of tasks.”  [10:00] “ There is one example of a very small, open system called the Internet, which somehow, through open standards, became one of the most incredible innovations of human beings ever. So what we are trying to do is to take a stand and say, 'We believe in open systems and we want to let our customers know that this is a choice.'”

In this episode of The Buzz, host Yohanna Baez speaks with Sydney Heimbrock, the Chief Industry Advisor for Public Sector at Qualtrics and co-chair of the ACT-IAC's COI (community of interest) on talent. She shares her extensive career journey, including her transformative experience in the former Soviet Union and her efforts to integrate human-centered design principles into governmental processes. She discusses the importance of collaboration between industry and government, explains human-centered design, and explores the potential impact of AI on federal talent pipelines. Heimbrock emphasizes the value of public service and encourages the next generation of innovators to consider careers in government. Subscribe on your favorite podcast platform to never miss an episode! For more from ACT-IAC, follow us on LinkedIn or visit http://www.actiac.org.Learn more about membership at https://www.actiac.org/join.Donate to ACT-IAC at https://actiac.org/donate. Intro/Outro Music: See a Brighter Day/Gloria TellsCourtesy of Epidemic Sound(Episodes 1-159: Intro/Outro Music: Focal Point/Young CommunityCourtesy of Epidemic Sound)

Getting a meeting with a client's executive team is tough — but getting your own executives ready to deliver the right message? That's the real challenge. In this episode of B2B Sales Trends, Samantha Snetselaar, VP of Strategic Sales at Qualtrics, joins us to unpack what it takes to equip your executive team to champion your deal. From mapping relationships to setting clear action plans, this conversation is a playbook for turning internal alignment into external impact. Whether you're navigating a complex deal cycle or prepping for a big executive meeting, you'll learn how to: - Build credibility with your internal stakeholders - Prepare executives to show up with the right message - Keep senior leaders engaged from first meeting to close - Turn your execs into true partners in long-cycle deals Don't just secure the meeting — make it count.

Connect to John Gilroy on LinkedIn   https://www.linkedin.com/in/john-gilroy/ Want to listen to other episodes? www.Federaltechpodcast.com Today, we discuss the importance of user experience for federal websites with guests Amanda Chavez and Rishi Vajpayee from Qualtrics. The expansion covers topics such as cost savings, automation, and the impact of unstructured data on how websites provide information. COST SAVINGS Older systems in the federal government may have been designed to optimize for one function. When new administrations are elected, it is possible that alterations can be made, and the existing system can lead to inefficiency and slow data utilization. During the interview, Amanda Chavez details how a company like Qualtrics can help federal leaders understand friction points. This is especially effective when making a transition to the cloud. Bottlenecks are identified, and the remedy is provided, enabling the complete flexibility of the cloud to be leveraged. AUTOMATION Federal agencies are encouraged to do more with less. Automation can provide the solution to this challenge. Frequently, self-service channels can provide information to citizens faster and more reliably than a traditional human in a call center can. UNSTRUCTURED DATA Rishi Vajpayee discusses some of the weaknesses in how surveys about web experience have been conducted. He notes that unstructured data, such as text, email, and feedback, provides a much richer and deeper understanding of how to enhance a website's effectiveness. Qualtrics' upcoming federal summit in August aims to address these issues and improve service delivery. The Qualtrics Federal Summit event in August 2025 will discuss improving the federal website.  

This week on The Modern Customer Podcast, I sit down with Jeff Gelfuso, Chief Design Officer at Qualtrics, to discuss his People → Purpose → Products framework—a human‑first approach to customer experience that fosters loyalty, trust, and measurable results. Jeff shares how Qualtrics is transforming feedback with AI‑powered conversations that increase response rates by 10% and deliver twice the depth of insight, and why building trust is the foundation for lasting adoption of new technology.

In this episode, Bobby welcomes Donnchadh Casey, CEO of Calypso AI, who shares his fascinating journey from a petrol forecourt in Cobh to leading an innovative cybersecurity firm. Donnchadh reflects on his diverse career in engineering, including his time at McKinsey and Qualtrics, before diving into the world of AI and its transformative impact on business and society. Discover how Calypso AI is safeguarding organizations as they harness the power of artificial intelligence, and hear insights on the opportunities and challenges that lie ahead in this rapidly evolving landscape.

Agility requires more than just speed—it demands relevance and empathy, especially when AI is stepping in to play a bigger role in the customer experience. What if the problem isn't that AI moves too slowly—but that it moves without context, without empathy, and without earning trust?Today we're going to talk about how Agentic AI is changing that—offering a way to transform experience management from reactive to proactive, and from transactional to genuinely helpful. To help me discuss this topic, I'd like to welcome Manisha Powar, VP, Head of Product, Customer Experience Suite at Qualtrics. About Manisha Powar Manisha Powar is a product and business leader specialized in building B2B Enterprise SaaS Products. Passionate about incubating new products and expanding mature products into new markets/use cases. 15+ years of experience in building, growing and scaling teams of high performers to drive innovation and deliver high quality results through data-driven decision making and scrappy execution. Strong leadership track record in delivering strategies to enter new markets that have led to a billion-dollar acquisition and building out global teams to win. Manisha Powar on LinkedIn: https://www.linkedin.com/in/pmanisha/ Resources Qualtrics: https://www.qualtrics.com https://www.qualtrics.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow Don't Miss MAICON 2025, October 14-16 in Cleveland - the event bringing together the brights minds and leading voices in AI. Use Code AGILE150 for $150 off registration. Go here to register: https://bit.ly/agile150 Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.showCheck out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

Agility requires more than just speed—it demands relevance and empathy, especially when AI is stepping in to play a bigger role in the customer experience. What if the problem isn't that AI moves too slowly—but that it moves without context, without empathy, and without earning trust?Today we're going to talk about how Agentic AI is changing that—offering a way to transform experience management from reactive to proactive, and from transactional to genuinely helpful. To help me discuss this topic, I'd like to welcome Manisha Powar, VP, Head of Product, Customer Experience Suite at Qualtrics. About Manisha Powar Manisha Powar is a product and business leader specialized in building B2B Enterprise SaaS Products. Passionate about incubating new products and expanding mature products into new markets/use cases. 15+ years of experience in building, growing and scaling teams of high performers to drive innovation and deliver high quality results through data-driven decision making and scrappy execution. Strong leadership track record in delivering strategies to enter new markets that have led to a billion-dollar acquisition and building out global teams to win. Manisha Powar on LinkedIn: https://www.linkedin.com/in/pmanisha/ Resources Qualtrics: https://www.qualtrics.com https://www.qualtrics.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow Don't Miss MAICON 2025, October 14-16 in Cleveland - the event bringing together the brights minds and leading voices in AI. Use Code AGILE150 for $150 off registration. Go here to register: https://bit.ly/agile150 Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.showCheck out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

Our guest this week is Brad Anderson — a tech engineering and product leader who spent more than 17 years at Microsoft and is now approaching 5 years at Qualtrics, the experience management technology company, where he’s president of products, user experience, engineering, and security. I’ve known Brad for a while, in fact I’ve been on two of his shows back when he was an enterprise mobility and cloud technology leader at Microsoft, and it was all the rage for executives to have their own video shows. There was “Lunch Break with Brad Anderson,” where he drove his guests around the streets of Redmond in his Tesla, introducing me to "Insane Mode" at the time. And there was “The Ship Room,” where he talked about the cloud and played games with guests, challenging me to distinguish real startup names from fake ones. For this week’s show, I went to the Qualtrics Tower in downtown Seattle to talk with Brad about how he thinks about building tech today — how AI is starting to change the way products come together, and how expectations are shifting for both the people using the tools and the people building them. I also turn the tables on Brad in the final segment with a game about cloud and AI terms called "Real or Ridiculous" — stick around to play along. But first, he reminded me about the random case of mistaken identity that brought us together in the first place, back in the day. Listen to the show to hear the story, and see the related post on GeekWire to read highlights. — GeekWire co-founder Todd Bishop Edited by Curt Milton. See omnystudio.com/listener for privacy information.

If the web is no longer one-size-fits-all and instead geared towards segments of one, how do brands avoid creating a thousand disconnected experiences, and manage each experience effectively? Agility requires embracing both technology and customer behavior shifts at the same time—without losing your brand voice. Today we're going to talk about how AI and more connected digital experiences are shaping the future of the web.To help me discuss this topic, I'd like to welcome Eric Stine, CEO of Sitecore. About Eric Stine Eric Stine is the Chief Executive Officer of Sitecore, driving the company's vision and strategy to enable brands to create digital experiences so powerful they connect the world. Eric was previously Chief Operating Officer, where he led all customer-facing functions. Before Sitecore, Eric was Chief Executive Officer of Elemica. Previously, he was Chief Commercial Officer of Skillsoft and Chief Revenue Officer of Qualtrics. Eric has also held executive roles at companies such as SAP, Ciber, and Blackboard. Eric earned a law degree at Boston University School of Law and a Bachelor of Arts at Northwestern University, where he and his husband are the founders of the Eric and Neil Stine-Markman Scholarships. They are the first permanent endowments at either institution directing funds toward LGBTQ+ students. Eric Stine on LinkedIn: https://www.linkedin.com/in/eric-stine-ceo-sitecore/ Resources Sitecore: https://www.sitecore.com https://www.sitecore.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow Catch the future of e-commerce at eTail Boston, August 11-14, 2025. Register now: https://bit.ly/etailboston and use code PARTNER20 for 20% off for retailers and brandsDon't Miss MAICON 2025, October 14-16 in Cleveland - the event bringing together the brights minds and leading voices in AI. Use Code AGILE150 for $150 off registration. Go here to register: https://bit.ly/agile150" Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.showCheck out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

If the web is no longer one-size-fits-all and instead geared towards segments of one, how do brands avoid creating a thousand disconnected experiences, and manage each experience effectively? Agility requires embracing both technology and customer behavior shifts at the same time—without losing your brand voice. Today we're going to talk about how AI and more connected digital experiences are shaping the future of the web.To help me discuss this topic, I'd like to welcome Eric Stine, CEO of Sitecore. About Eric Stine Eric Stine is the Chief Executive Officer of Sitecore, driving the company's vision and strategy to enable brands to create digital experiences so powerful they connect the world. Eric was previously Chief Operating Officer, where he led all customer-facing functions. Before Sitecore, Eric was Chief Executive Officer of Elemica. Previously, he was Chief Commercial Officer of Skillsoft and Chief Revenue Officer of Qualtrics. Eric has also held executive roles at companies such as SAP, Ciber, and Blackboard. Eric earned a law degree at Boston University School of Law and a Bachelor of Arts at Northwestern University, where he and his husband are the founders of the Eric and Neil Stine-Markman Scholarships. They are the first permanent endowments at either institution directing funds toward LGBTQ+ students. Eric Stine on LinkedIn: https://www.linkedin.com/in/eric-stine-ceo-sitecore/ Resources Sitecore: https://www.sitecore.com https://www.sitecore.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow Catch the future of e-commerce at eTail Boston, August 11-14, 2025. Register now: https://bit.ly/etailboston and use code PARTNER20 for 20% off for retailers and brandsDon't Miss MAICON 2025, October 14-16 in Cleveland - the event bringing together the brights minds and leading voices in AI. Use Code AGILE150 for $150 off registration. Go here to register: https://bit.ly/agile150" Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstromDon't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.showCheck out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

Helen Russell, Chief People Officer at HubSpot, joined us on The Modern People Leader. We talked about how HubSpot is fostering an AI-first culture, why belonging is so important right now, and what HR leaders can do to move fast without losing their humanity.---- Sponsor Links:

In this episode of Case Studies, Casey sits down with Nate Randle, CEO of Gabb and former executive at Nike, Vivint, Qualtrics, and the Utah Jazz, to unpack a lifetime of lessons in resilience, leadership, and personal growth. From navigating childhood adversity to steering major brands through crisis, Nate shares how his experiences shaped his leadership philosophy and deepened his commitment to supporting others. They discuss his journey from Nike Golf to running a high-growth company, the importance of authenticity in leadership, and the power of relationships in business. Nate also opens up about overcoming personal hardships, including a powerful story of forgiveness that changed his life. This episode is packed with insights for entrepreneurs, executives, and anyone looking to lead with impact—both in business and in life.Connect with Us:

#252 Category Creation | Dave is joined by Josh Lowman, Founder and Creative Director of Gold Front, a category design studio that's worked with brands like Uber, Notion, and Qualtrics. Josh is a leading voice in strategic brand positioning and category creation. He's spent over a decade helping high-growth B2B companies define what makes them irreplaceable in crowded markets.Dave and Josh cover:Why most category creation efforts fail (and what to do instead)The four real paths to category leadership: create, transform, niche, or go soloHow B2B marketers can align product, brand, and messaging around a single strategy to stand out and scaleWhether you're launching a new product or repositioning an existing one, this episode is a masterclass in strategic clarity.Timestamps(00:00) - – Intro (02:38) - – Josh's backstory and founding Gold Front (05:53) - – How Gold Front became a category design studio (08:08) - – What “category creation” really means (11:23) - – Why being irreplaceable is the real goal (14:28) - – The four paths to category leadership (18:13) - – Why Drift didn't succeed in creating a true category (22:08) - – Clay and Notion as category-of-one examples (24:58) - – Marketing vs. actual customer perception (29:34) - – Can Exit Five be more than the “Dave Gerhardt community”? (32:29) - – How to scale brand DNA beyond the founder (35:19) - – Defining Exit Five's ethos as a company (37:39) - – Strategy as a company-wide unifier (40:29) - – Advice for CMOs on driving strategy with CEOs (43:04) - – Why strategy is always the root cause (44:34) - – Vibe marketing and the rise of right-brain thinking (47:19) - – Josh's mental health journey and long-term therapy (50:49) - – LinkedIn, self-worth, and staying grounded (53:19) - – Weightlifting, discipline, and mental clarity (56:19) - – Daily habits that improve mindset (59:34) - – What 30 days of silent meditation does to your brain (01:04:19) - – Final thoughts on presence, self-work, and leadership Send guest pitches and ideas to hi@exitfive.comJoin the Exit Five Newsletter here: https://www.exitfive.com/newsletterCheck out the Exit Five job board: https://jobs.exitfive.com/Become an Exit Five member: https://community.exitfive.com/checkout/exit-five-membership***Today's episode is brought to you by Knak. Email (in my humble opinion) is the still the greatest marketing channel of all-time.It's the only way you can truly “own” your audience.But when it comes to building the emails - if you've ever tried building an email in an enterprise marketing automation platform, you know how painful it can be. Templates are too rigid, editing code can break things and the whole process just takes forever. That's why we love Knak here at Exit Five. Knak a no-code email platform that makes it easy to create on-brand, high-performing emails - without the bottlenecks.Frustrated by clunky email builders? You need Knak.Tired of ‘hoping' the email you sent looks good across all devices? Just test in Knak first.Big team making it hard to collaborate and get approvals? Definitely Knak.And the best part? Everything takes a fraction of the time.See Knak in action at knak.com/exit-five. Or just let them know you heard about Knak on Exit Five.***Thanks to my friends at hatch.fm for producing this episode and handling all of the Exit Five podcast production.They give you unlimited podcast editing and strategy for your B2B podcast.Get unlimited podcast editing and on-demand strategy for one low monthly cost. Just upload your episode, and they take care of the rest.Visit hatch.fm to learn more

Send us a textOur guest today is the brilliant – and the ever-curious – Dr. Cecelia Herbert, a Workplace Behavioral Scientist and a Doctor of Organizational Psychology with a career as a practitioner, academic, and consultant that spans more than two decades. After years as a senior leader in Employee Engagement at Google, she joined Qualtrics in 2019 to establish and lead XM Advisory Services in Asia Pacific, partnering with organizations across the globe to design, mature, and grow their experience management programs. As part of the global XM Institute team, Dr Herbert is focused on building a thriving community of Experience Management professionals, who are empowered and inspired to radically improve human experiences.   [03:20s] Her journey into organizational psychology [09:44s] Organizational psychology key insights [16:10s] Intersection with EQ [22:11s] Acceleration of organizational optimization in a post-pandemic world   [30:49s] Human-centric organizational transformation: ‘Often, change is done to people, not with them.'  [46:33s] Evolution of employee experience  [51:28s] RWL: Cecelia's recommendations of resources from experts like Bob Sutton, Adam Grant and Linda Gratton   Connect with Cecelia on LinkedInConnect with Vinay on X (formerly Twitter) and LinkedIn What did you think about this episode? What would you like to hear more about? Or simply, write in and say hello! podcast@c2cod.comSubscribe to us on your favorite platforms – Google Podcasts, Apple Podcasts, Spotify, Overcast, Tune In Alexa, Amazon Music, Pandora, TuneIn + Alexa, Stitcher, Jio Saavn and more.  This podcast is sponsored by C2C-OD, your Organizational Development consulting partner ‘Bringing People and Strategy Together'. Follow @c2cod on Twitter, LinkedIn, Instagram, Facebook 

In this special live edition of The Buzz, Pete Tseronis interviews key industry leaders on the critical role of contact centers in delivering services, especially through digital and omni-channel strategies. Key speakers, including Martha Dorris of Dorris Consulting International; Amanda Chavez from Qualtrics; Mia Jordan from Salesforce; Marcellus Walker, Jr. from the Office of Unified Communications; Gundeep Ahluwalia from NuAxis Innovations; MaryAnn Monroe from Maximus; Tanya Slater Lowe from the U.S. Department of Labor; Crystal Philcox from Philcox Consulting, share insights on improving customer experience using technologies like AI, sentiment analysis, and automation. The summit emphasized empathy, data-driven decision-making, and the pivotal role of contact centers as the entry point to agencies. Practical lessons, success stories, and future projections for contact centers are also discussed, providing actionable strategies for government and industry leaders.  Subscribe on your favorite podcast platform to never miss an episode! For more from ACT-IAC, follow us on LinkedIn or visit http://www.actiac.org.Learn more about membership at https://www.actiac.org/join.Donate to ACT-IAC at https://actiac.org/donate. Intro/Outro Music: See a Brighter Day/Gloria TellsCourtesy of Epidemic Sound(Episodes 1-159: Intro/Outro Music: Focal Point/Young CommunityCourtesy of Epidemic Sound)

Emilee Lehenbauer, vice president of federal at Qualtrics, said collecting and analyzing a wide range of feedback is key to fixing citizen interactions.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

“What we're finding is that greater customer experience is particularly critical when you have more uncertainty in any particular market,” explains Qualtrics CEO Zig Serafin to Bloomberg Intelligence senior technology analyst Anurag Rana, “What's interesting is if you hone in on understating what drives your customer behavior, that usually brings more stability to uncertainty.” In this episode of Tech Disruptors, Serafin and Rana sit down to discuss Qualtrics' history in customer experience (CX), autonomous AI agents in CX, and the data that underpins its AI-use cases.

The Role of Generative AI, Analytical AI, and Agentic AI in Enhancing Customer Loyalty and Experience  Shep interviews Isabelle Zdatny, Head of Thought Leadership with Qualtrics XM Institute. She talks about how AI can help measure customer loyalty, improve employee productivity, and enhance customer service processes.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What is Agentic AI?  What is the difference between generative AI, analytical AI, and agentic AI?  What impact does AI have on analyzing and predicting customer behavior?  How do companies balance AI with the need for human empathy in customer service?  Why is it crucial for companies to start implementing AI to improve customer experience?  Top Takeaways:    As technology advances, the quality of customer experiences is gradually improving. However, customers are becoming less tolerant of poor experiences. Businesses must realize that one bad interaction can significantly impact customer loyalty.     In Shep's recent customer service and experience survey, we found that the average customer is willing to give you two chances before they switch to a competitor. Loyal customers will give three chances. Maintaining consistent positive experiences is critical to retaining customers.      Traditional approaches to getting customer feedback are less effective in measuring loyalty. Consumers are leaving less feedback because they don't trust that their voice is acknowledged. They often see little value in answering surveys and may prefer to quietly switch to a competitor.    Unlike traditional AI, agentic AI can process data and understand the customer. As a result, it can take action without constant human assistance. Unlike analytical or generative AI, which are great at specific, focused tasks but still rely on people to prompt chatbots or act on predictions, agentic AI can manage entire end-to-end customer journeys and adapt to changes as they happen.    Customers should know when interacting with a bot rather than a human. Companies employing AI in customer interactions must be transparent about their use to maintain trust and ensure that experiences align with customers' expectations ethically.    Human interaction is still needed in customer service. AI can handle routine tasks, allowing human agents to deal with complex issues requiring empathy.    According to recent Qualtrics research, there is a $860 billion ($420 billion for B2B and $440 billion for B2C) opportunity for organizations using AI to improve customer experiences systematically. This value is generated through increased employee productivity, process improvement, and revenue growth.    Plus Shep and Isabelle discuss more insights from Qualtric's free report, Unlock the Potential of AI-Enabled CX. Tune in!  Quote:   "Customers are less tolerant of friction these days. So even if you deliver consistently good experiences, just one bad interaction can send your relationship down a bad path more quickly than it used to."      About:    Isabelle Zdatny is Head of Thought Leadership at Qualtrics XM Institute. She creates leading content on experience management trends and best practices, delivers training, and advises organizations on CX and EX strategy.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   Learn more about your ad choices. Visit megaphone.fm/adchoices

Join us for a compelling conversation with Bruce Temkin, a true pioneer in the world of customer experience (CX) and the co-founder of the Customer Experience Professionals Association (CXPA), the founder of the XM Institute at Qualtrics, and now, head of Humanity at Scale. In this episode, Bruce shares his journey from shaping the foundations of CX to launching a bold new initiative focused on helping leaders drive sustainable success by putting people first. We dive into Bruce's unique approach to making “squishy” concepts like customer experience concrete and actionable, including the creation of the Temkin Experience Ratings and the importance of accessible, meaningful data. Bruce offers candid insights on the evolution of CX metrics, the limitations of traditional surveys and NPS, and why emotion is the most powerful driver of loyalty. Discover how Humanity at Scale expands the conversation beyond CX, challenging leaders to rethink the false tradeoff between business success and human-centric leadership. Whether you're a CX professional, business leader, or simply passionate about making organizations more people-focused, this episode is packed with practical wisdom and inspiration from one of the industry's true thought leaders. Meet Bruce Bruce Temkin is an Experience Management (XM) visionary and is often referred to as the “Godfather of Customer Experience.” He leads Humanity at Scale and hosts the Humanity at Scale podcast.  He most recently founded the Qualtrics XM Institute, which provides thought leadership and training to help organizations around the world and is also building a global community of XM professionals who are radically changing the human experience.  Prior to Qualtrics, Bruce led Temkin Group, which provided research, advisory, and training that helped many of the world's leading brands build customer loyalty by engaging the hearts and minds of their customers, employees, and partners. He is also the co-founder and Chairman Emeritus of the Customer Experience Professionals Association. Prior to Temkin Group, Bruce spent 12 years with Forrester Research during which time he led the company's B2B, financial services, eBusiness, and customer experience practices and was the most-read analyst for 13 consecutive quarters. Bruce has a mechanical engineering degree from Union College and a master's in management from the MIT Sloan School of Management.

In this episode, host Karen Lynch welcomes Ali Henriques, Global Director at Qualtrics Edge, for a deep dive into the transformation of research services at Qualtrics and how AI is shaping the future of insights. Ali shares her journey from cruise industry research to leading a $120M insights division, revealing how Qualtrics Edge is democratizing access to data through Instant Insights and synthetic audiences.The conversation explores how synthetic data enhances agility, why continuous model hydration is critical, and how companies like Booking.com are already testing these capabilities. With humor, passion, and deep expertise, Ali offers a clear-eyed look at the future of market research and how teams can start exploring AI-driven solutions—today.Key Discussion Points:What Qualtrics Edge is and how it reimagines traditional research servicesInstant Insights: Merging syndicated data with real-time behavioral signalsSynthetic audiences: Training proprietary LLMs to scale insight generationBooking.com's pilot study and lessons learned from synthetic data comparisonsThe future of research: fast-twitch insights, agentic AI, and democratized decision-makingResources & Links:Qualtrics Edge OverviewBooking.comQualtrics X4 Experience SummitGreenbook IIEX EventsYou can reach out to Ali Henriques on LinkedIn.Many thanks to Ali Henriques for being our guest. Thanks also to our production team and our editor at Big Bad Audio.

According to a new Qualtrics + McKinsey report, organizations that effectively use AI to enhance CX could unlock between $860 billion and $1.3 trillion in annual value. On the latest episode of The Modern Customer Podcast, I speak with Isabelle Zdatny, Head of Thought Leadership at Qualtrics, live from the X4 conference. We dive into what this research means for CX leaders navigating AI transformation. Key insights from the report: 77% of executives say CX is a top strategic priority 72% believe AI will fundamentally reshape CX within three years Yet only 12% have a coordinated AI strategy Only 15% of executives feel ready to lead AI transformation in their industry This conversation is a must-listen for CX leaders looking to move beyond pilots, connect AI to business outcomes, and build creative strategies that scale. Listen to the episode and download the full report for a clear roadmap to unlocking CX value through AI: https://www.qualtrics.com/news/qualtrics-report-executives-are-hesitant-to-lead-in-ai-transformation-putting-up-to-1-3-trillion-at-risk/ Blake Morgan is a customer experience futurist, keynote speaker, and author of three books on customer experience. Her new book is called The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today's Customer. Follow Blake Morgan on LinkedIn For regular updates on customer experience, sign up for her weekly newsletter here. 

Andrew Braccia, partner at Accel for nearly two decades, sits down with Erik Torenberg to discuss the firm's evolution from Silicon Valley early-stage investor to global, multi-stage powerhouse. Braccia explains Accel's two major strategic shifts: global expansion with local teams in Europe, India, and beyond; and the launch of their growth fund in 2008 targeting bootstrapped companies like Atlassian, Qualtrics, and Squarespace. Braccia reflects on lessons from his journey from Yahoo to venture capital, emphasizing the importance of "wiping your mind clear" of past experiences that might cloud judgment of new opportunities. The conversation provides rare insight into how Accel maintains operational excellence at global scale while preserving their early-stage venture DNA in an increasingly competitive landscape. — 

Today's podcast is with Vivek Pandya, Director, Adobe Digital Insights at Adobe. I recently caught up with Vivek at Adobe Summit in Las Vegas to talk about some new research that Adobe just published called AI to Cart, which highlights the impact that Generative AI-powered chat interfaces are having on consumers, how that is changing their search and shopping behaviours, what brands should be doing in response and his highlights from the event. This interview follows on from my recent interview – The art and the science of listening – Interview with Zig Serafin, Brad Anderson and Isabelle Zdatny of Qualtrics – and is number 536 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

It's time for another CX Pulse Check to discuss current events and innovations in CX. In this illuminating conversation with Enrique Rubio, Founder at Hacking HR and Head of Global Community at Transform, and our host Jeannie Walters, we uncover how innovative organizations are finally bridging this gap through strategic use of data and technology.Fresh from their encounters at Qualtrics' X4 conference, Enrique and Jeannie explore how our experiences as consumers now directly shape our expectations as employees. They examine Apple's $500 billion US investment through this lens, discussing not just the business implications but what it means for talent development and organizational design. The conversation turns to Ford's data-driven approach to employee experience, revealing how established companies with strong legacies can use analytics to understand workforce needs around career development and digital readiness. Perhaps most provocatively, they challenge prevailing wisdom about remote work.Discover how connecting the dots between customer and employee experience can create competitive advantage where expectations are constantly evolving.About Enrique Rubio:Enrique is an HR, Tech and Future of Work expert, keynote speaker and founder of global communities. Enrique is currently an advisor to the community he built, Hacking HR, a global learning community operating at the intersection of future of work, technology, business and organizations, with thousands of members of all over the world; and the Head of Global Community at Transform, building a global community of local chapters covering every major city and region in the world. Enrique is one of the top 100 HR global influencers. He was the founder and CEO at Management Consultants, a firmed specialized in Human Resources in Venezuela. Before Management Consultants, Enrique worked in the telecommunications sector as a Senior Project Engineer for Telefonica and several other companies in the early to mid-2000s. Enrique is a guest author in several blogs about innovation, management and human resources. Most recently Enrique worked as an advisor to the Chief Human Resources Officer at the Inter-American Development Bank. Enrique frequently speaks about topics ranging from DEIB, future of work, HR strategy, employee experience, technology, among others. Additionally, Enrique designs hundreds of learning programs for the HR community in the form of events and short-term programs. Enrique is a Fulbright Scholar, and Electronic Engineer with an Executive Master's in Public Administration from Maxwell School at Syracuse University.Follow Enrique on...LinkedIn: https://www.linkedin.com/in/rubioenrique/ Articles Mentioned:Apple's $500 billion U.S. investment: What HR leaders need to know (HR Executive)Ford's data-driven approach to Employee Experience (Diginomica)Resources Mentioned:Experience Investigators -- https://experienceinvestigators.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

We are recording live at Qualtrics X4 in Salt Lake City and seeing and hearing all about how to create and enable amazing customer experiences. Today we're going to talk about enabling and accelerating customer experience success by augmenting your teams and processes with AI. To help me discuss this topic, I'd like to welcome Isabelle Zdatny, Head of Thought Leadership for XM Institute at Qualtrics. RESOURCES Qualtrics: https://www.qualtrics.com Qualtrics Report: https://www.qualtrics.com/news/qualtrics-report-executives-are-hesitant-to-lead-in-ai-transformation-putting-up-to-1-3-trillion-at-risk/ Catch the future of e-commerce at eTail Boston, August 11-14, 2025. Register now: https://bit.ly/etailboston and use code PARTNER20 for 20% off for retailers and brands Don't Miss MAICON 2025, October 14-16 in Cleveland - the event bringing together the brights minds and leading voices in AI. Use Code AGILE150 for $150 off registration. Go here to register: https://bit.ly/agile150 Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstrom Don't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.show Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

AWS partners Braze, Qualtrics, and Tealium share strategies for marketplace success, vertical industry expansion, and generative AI integration that have driven significant business growth. Topics Include:Jason Warren introduces AWS Business Application Partnerships panel.Three key topics: Marketplace Strategy, Vertical Expansion, Gen-AI Integration.Alex Rees of Braze, Matthew Gray of Tealium, and Jason Mann of Qualtrics join discussion.Braze experienced triple-digit percentage growth through AWS Marketplace.Braze dedicating resources specifically to Marketplace procurement.Tealium accelerated deal velocity by listing on Marketplace.Tealium saw broader use case expansion with AWS co-selling.Qualtrics views Marketplace listing as earning a "diploma."Understanding AWS incentives and metrics is crucial.Knowing AWS "love language" helps partnership success.Braze saw transaction volume increase between Q1 and Q4.Aligning with industry verticals unlocked faster growth.Tealium sees bigger deals and faster close times.Tealium moved from transactional to strategic marketplace approach.Private offers work well for complex enterprise agreements.Qualtrics measures AWS partnership through "influence, intel, introductions."AWS relationships help navigate IT and procurement challenges.Propensity-to-buy data guides AWS engagement strategy.Marketplace strategy evolving with new capabilities and international expansion.Brazilian marketplace distribution reduces currency and tax challenges.Partnership evolution: sell first, then market, then co-innovate.Braze penetrated airline market through AWS Travel & Hospitality.RFP introductions show tangible partnership benefits.Tealium partnering with Virgin Australia and United Airlines.MUFG bank case study shows joint AWS-Tealium success.Qualtrics won awards despite not completing formal competencies.Focus on fewer verticals yields better results.Gen AI brings both opportunities and regulatory concerns.First-party data rights critical for AI implementation.AWS Bedrock integration provides security and prescriptive solutions.Participants:Alex Rees – Director Tech Partnerships, BrazeJason Mann – Global AWS Alliance Lead, QualtricsMatthew Gray - SVP, Partnerships & Alliances, TealiumJason Warren - Head of Business Applications ISV Partnerships (Americas), AWSSee how Amazon Web Services gives you the freedom to migrate, innovate, and scale your software company at https://aws.amazon/isv/

What happens when you bring together experience leaders from healthcare and elite sports education? You discover powerful insights that transcend industries and reveal universal truths about creating exceptional experiences.Meet Heather Brace, Chief People Officer at Intermountain Healthcare with its 68,000 employees across six states, and Mike Milliron, Chief Operating Officer at IMG Academy, the world-renowned training ground for elite athletes. Both leaders share a remarkable commitment to turning feedback into action. Our host, Jeannie Walters, had the privilege of interviewing them at the X4 conference hosted by Qualtrics in Salt Lake City in March of 2025. Their organizations have rejected traditional annual surveys in favor of frequent, targeted listening programs that capture real-time sentiment. As Heather explains, "What does an employee remember? Probably what happened in the last 30 days." Both have created what they call "closed-loop" feedback systems where they not only collect insights but transparently communicate the actions they'll take as a result.The most compelling revelation? Their data shows that employee engagement hinges on surprisingly simple human elements. At Intermountain Healthcare, they discovered that employees who stay past the four-year mark typically remain for ten years or more. This insight drove them to map the complete employee journey, identifying critical moments where intervention could improve retention.Meanwhile, IMG Academy has developed highly personalized approaches that align students, parents and staff around individualized development plans. As Mike powerfully states, "We've found you can do more damage than good if you ask for insights and then just sit on it."Ready to transform your organization's approach to experience? Listen now and discover how these leaders have built cultures where feedback drives meaningful change, accountability matters, and experiences are designed around authentic human needs.Follow Heather Brace on LinkedIn: https://www.linkedin.com/in/heather-brace/Follow Mike Milliron on LinkedIn: https://www.linkedin.com/in/mike-milliron-6a234713/Resources Mentioned:Qualtrics -- https://www.qualtrics.com/Experience Investigators -- https://experienceinvestigators.comWant to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie on LinkedIn! www.linkedin.com/in/jeanniewalters/)

Today's podcast is a three-parter and features interviews with Zig Serafin, Brad Anderson and Isabelle Zdatny that I conducted at Qualtrics' recent X4 2025: The Experience Management Summit, which took place in Salt Lake City on March 18th-20th. Zig Serafin is the Chief Executive Officer of Qualtrics, Brad Anderson is the President of Products, UX and Engineering at Qualtrics, and Isabelle Zdatny is the Head of Thought Leadership at Qualtrics XM Institute. We talk about all of the latest developments at Qualtrics, including some of the big product announcements, many of the big challenges currently facing brands and a new piece of research that Qualtrics recently produced in collaboration with McKinsey on The AI-Powered Customer Experience Opportunity. This interview follows on from my recent interview – Testing and experimentation is everyone's problem – Interview with Shafqat Islam of Optimizely – and is number 535 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees. NOTE: Today's episode is sponsored by Qualtrics, who recently held their X4 2025: The Experience Management Summit in Salt Lake City on March 18th-20th. I was there, and it was a great event that explored how leading organizations are leveraging Experience Management (XM) to enhance customer and employee satisfaction, reduce operating costs, and achieve remarkable breakthroughs. We heard from industry leaders and companies, including Autodesk, Ford, USAA and Hilton. Find out more and catch up on the latest news coming out of the event at the Qualtrics website.

We are recording live at Qualtrics X4 in Salt Lake City and seeing and hearing all about how to create and enable amazing customer experiences. It's important to collect customer experience data, but if it's not driving change across your organization, is it really helping your business? Today we're going to talk about making meaningful cross-functional change, using CX research and data as a guide. I'm joined by Adam Hagerman, Director of UX Research for Employer Products at Indeed. Adam has led transformative efforts at Indeed to turn customer experience research into cross-functional strategic change, driving real improvements in both user satisfaction and product success. Resources Indeed: https://www.indeed.com Qualtrics: https://www.qualtrics.com Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstrom Don't Miss MAICON 2025, October 14-16 in Cleveland - the event bringing together the brights minds and leading voices in AI. Use Code AGILE150 for $150 off registration. Go here to register: https://bit.ly/agile150 Don't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.show Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

We are recording live at Qualtrics X4 in Salt Lake City and seeing and hearing all about how to create and enable amazing customer experiences. How long would you like to wait to get customer insights? Weeks or minutes? Today we're going to talk about how increasing the speed to insights can be a game changer for brands, and how synthetic feedback allows rapid testing and on-demand marketing intelligence.. To help me discuss this topic, I'd like to welcome Ali Henriques, Global Director of Edge at Qualtrics. RESOURCES Qualtrics: https://www.qualtrics.com Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstrom Listen to The Agile Brand without the ads. Learn more here: https://bit.ly/3ymf7hd Don't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.show Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

Today's podcast is with Shafqat Islam, President at Optimizely, who joins me to talk about a new research report they have just published called Tested to Perfection, experimentation, personalization, privacy and all things in between, including the key things that marketers should be doing more of to better engage their customers. This interview follows on from my recent interview – There are five types of loyalty but only two are growing – Interview with Sara Richter of SAP Emarsys - and is number 534 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees. NOTE: Today's episode is sponsored by Qualtrics, ahead of X4 2025: The Experience Management Summit, which is taking place in Salt Lake City on March 18th-20th. It's set to be an unforgettable event designed to empower you and your organization in leveraging Experience Management (XM) to enhance customer and employee satisfaction, reduce operating costs, and achieve remarkable breakthroughs. There, you will hear about some of the best customer experience programmes from industry leaders and companies, including Autodesk, Ford, USAA and Hilton. Find out more and register now at the Qualtrics website.

The biggest barriers to change aren't usually about technology, they're human. And if there are major problems with trust involved with the implementation at workplaces, that comes at a cost. Michelle Martin finds out more, in conversation with Dr. Cecelia Herbert, Workplace Behavioural Scientist, Qualtrics.See omnystudio.com/listener for privacy information.

Qualtrics XM Institute in a study of over 28,000 people across 26 countries concluded that $3.7 Trillion in Global Sales were lost last year due to bad customer experiences. Qualtrics estimates that $74 billion was lost in Australia due to poor customer service. According to Moira Dorsey, Principal XM Catalyst at the Qualtrics XM Institute, "All it takes is one bad experience or wrong move for an organisation to be punished...that's why in 2024 companies need to be more careful than ever not to mistreat customers." Graham Harvey is a straight talker who has a passion to stop this. This is what he says about himself in his LinkedIn profile. 'I work with service leaders and their teams, coaching & empowering them to design & develop cultures of service excellence that deliver standout results across their entire business organisation, especially for their customers.  If you want someone to make you feel warm and fuzzy, to insulate you from the harsh realities of modern business, and let you pretend that ‘business-as-usual' will get you safely to where it is you wish to go, then there are others you should probably call. However, suppose you want someone with the courage and experience to ask the tough questions, to help you identify and confront reality head-on, to provoke and challenge your current thinking, attitude and behaviours, and to leave you with time-proven, research-based strategies to achieve higher levels of performance that will deliver exceptional results and blow your competition out of the water. In that case, you have come to the right place.' IN THIS PODCAST, GRAHAM AND I DISCUSS His background in business and how he found his passion in coaching customer-facing businesses. How to optimise the human connection in business to grow sales, grow staff and customer engagement and grow customer retention, repeat business and referrals His values and why he uses values as critical business tools in his coaching How and why design and deliver standout customer experiences to delight customers - every time The secret to blowing your competition out of the water How and why culture is the foundation stone to outstanding customer experiences The key milestones and decisions he has made throughout his life and career that have shaped his thinking and his coaching in today's market What to ask your customer to transform your business results The Power of the 7 clients a day Program How he loves the power and impact of his Design - Deliver - Delight Program .. and much more Contact Graham - graham@grahamharvey.com 0403 262 988   Want me to Coach You Lead Your Best Business - Lead Your Best Life? Book an Obligation Free Lead Your Best Life Strategy SessionSchedule a free Lead Your Best Business - Lead Your Best Life Coaching call here now: 15-Minute Strategy Meeting Limited spaces available. Want access to powerful online Coaching Resources? B2B Package - for B2B Sales Results Transformation https://book.colourzonesellingsystem.com/b2b_sales Retail Package - for Retail Sales Results Transformation https://book.colourzonesellingsystem.com/retail_offer1

In this episode of Leadership Next, recorded live at Deloitte University's Next Generation CEO Conference, hosts Diane Brady and Kristin Stoller sit down with Qualtrics CEO Zig Serafin for a deep dive into the future of experience management, the transformative power of AI, and the importance of defining your “why” as a leader. Serafin reflects on his 18-year tenure at Microsoft, his leadership journey at Qualtrics, and how the company navigated SAP's $8.5 billion acquisition, went public, and later returned to private ownership. He also explores the rise of agentic AI, customer experience lessons from Delta Airlines, and what today's leaders can learn from the early skeptics of the iPhone.

Today's podcast is with Sara Richter, CMO at SAP Emarsys, a leading omnichannel customer engagement platform provider. Sara joins me today to talk about customer loyalty, the findings emerging from the 2024 edition of their Customer Loyalty Index (CLI) report, the five different types of loyalty that marketers and CX professionals should be thinking about, and what brands should be doing to engender (true) loyalty with their customers. This interview follows on from my recent interview – Harnessing the contact center's potential as a real-time data gold mine – Interview with Suvi Lindfors of Netigate – and is number 533 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees. NOTE: Today's episode is sponsored by Qualtrics, ahead of X4 2025: The Experience Management Summit, which is taking place in Salt Lake City on March 18th-20th. It's set to be an unforgettable event designed to empower you and your organization in leveraging Experience Management (XM) to enhance customer and employee satisfaction, reduce operating costs, and achieve remarkable breakthroughs. There, you will hear about some of the best customer experience programmes from industry leaders and companies, including Autodesk, Ford, USAA and Hilton. Find out more and register now at the Qualtrics website.

Mauricio Schorsch es un líder en gestión empresarial, recursos humanos y educación corporativa. Inició su carrera en G&P en el área de IT, para luego desempeñarse durante 11 años en SENAC, donde fue responsable de la capacitación del equipo de IT, colaborando con grandes clientes como SAP, Microsoft y Adobe. Más adelante, se unió a SAP como Education Business Development para Latinoamérica, liderando iniciativas enfocadas en educación y transformación digital.Su crecimiento profesional lo llevó a TOTVS, una de las compañías más relevantes en software de gestión empresarial en Brasil, donde consolidó su experiencia en ventas y liderazgo organizacional. En 2019, asumió el rol de Director de Ventas en K2 University, para luego pasar a Qualtrics, donde dirigió la estrategia de ventas corporativas.Actualmente, es Director de Talent Amplifier LATAM en Salesforce, donde combina su pasión por la educación y el desarrollo del talento, conectando a personas con oportunidades alineadas a sus habilidades y aspiraciones, en sintonía con las necesidades del mercado.Comprometido con compartir su conocimiento, Mauricio ha participado activamente en comunidades como PipeLovers y LideFuturo, reafirmando su capacidad para liderar equipos de alto desempeño y transformar organizaciones a través de la innovación y la gestión del talento.

Ryan Debenham is the President of GRIN—the world's first and leading Creator Management platform. He built his career starting as a software engineer, eventually leading AI and Data Analytics at Qualtrics, contributing to its $8 billion acquisition by SAP. Ryan then served as CTO for Route, helping drive revenue to $100M in just four years. He joined GRIN as the CTO overseeing product and engineering, later being promoted to President and leading all daily operations. Based in Salt Lake City, Ryan is a former amateur professional snowboarder, avid outdoor enthusiast, and father of four. He finds balance in the mountains, enjoys trail running, mountain biking, skiing, and snowboarding. He has a passion for personal growth and mindfulness and enjoys deep conversations about life and the universe. As a committed father and seasoned leader, he loves connecting on leadership strategy, management, product innovation, and how to find harmony between life and work. Scarlette Tidy is an influencer marketing expert who helped launch Fenty Beauty by Rihanna, one of the most successful beauty brand debuts of all time. She went on to lead influencer strategy for LVMH's Kendo Brands, including Olehenriksen, where she helped doubled the business through viral, award-winning campaigns. In 2020, Scarlette founded Sure Thing Consulting, a boutique social and influencer marketing agency that has launched & worked with brands such as Fenty Hair, Zillow, Hotel Lobby Candle, and multiple beauty brands through strategic influencer partnerships, viral content, and brand storytelling. She is also a lecturer at USC and USF, sharing her expertise on influencer marketing, social strategy, and brand-building in today's digital landscape.  Learn more about your ad choices. Visit megaphone.fm/adchoices

Using Artificial Intelligence to Analyze and Activate a Better CX  Shep Hyken interviews Sid Banerjee, Chief Strategy Officer at Medallia, an experience management platform organizations use to provide excellent customer and employee experience. He talks about how modern businesses can capture, analyze, and act on customer feedback using AI-powered tools that turn customer insights into meaningful improvements.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can companies utilize new technologies like generative AI to improve customer satisfaction?  How can companies use digital and conversational signals to understand customer feedback better?  What role does AI play in analyzing customer data and providing actionable insights?  How can companies effectively activate their customer data to make informed business improvements?  How does AI's cost-effectiveness influence its use in customer experience?  Top Takeaways:    Customer experience data is essential for companies to improve their products and services. By collecting feedback from various sources like surveys, chat, online reviews, social media, and customer interactions, companies can identify what makes customers happy and what they can improve.    While surveys are still important, the advent of social media and other digital platforms provides customers with new ways to provide feedback. Meeting the customers on their chosen platforms helps them gather more data and better understand what customers experience and expect.    AI can analyze data in massive amounts and detect patterns, trends, and opportunities for improvement that might be missed by humans. Using AI is not just about having the latest technology, it is about empowering employees to provide better, quicker, and more personalized service.    Data should be easily accessible, not stuck in department silos. A CX platform brings it all together, organizing and turning it into actionable insights.    Many companies get stuck collecting and analyzing data without taking action and implementing improvements that benefit customers. Activation is critical because it turns data and information into meaningful actions that improve customer experience.     Technology will not replace human interactions, but it will enhance them. Tools like AI will provide frontline employees with real-time access to information and insights that will empower them to help customers more efficiently.    Plus, Shep and Sid discuss what companies and customers can look forward to in the future when transforming CX and businesses with AI. Tune in!   Quote:   "Technology that previously cost hundreds of thousands is now accessible at a fraction of the cost. When you layer new innovative technology, like AI and automation, into the data that customers have given you, you can turbocharge your ability to transform customer experiences."      About:    Sid Banerjee is the Chief Strategy Officer at Medallia. Before his career at Medallia, he was the founder of Clarabridge and served as the Chief XM Strategy Officer at Qualtrics.  Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

Ritu Bhargava is xPresident and Chief Product Officer of SAP Customer Experience (CX/CRM) & Consumer Industries. Prior to that she was SVP of Software Engineering at Salesforce for Sales Cloud (CRM) and held various engineering leadership roles at Oracle. Ritu is a sought-after advisor, investor and has also served as a Board Member at Qualtrics.   In this conversation, Ritu is disarmingly honest and candid as she narrates stories about her experiences rising up in the organization, balancing getting visibility and being a team player, and learning from people six levels down in the org chart.Key takeaways:1. COMMUNICATING WITH STAKEHOLDERS- A boss is also a human with a job, not just a title. - Surface real issues and what they need to move forward.- Ask “What would help you?”2. SAYING NO TO MANAGEMENT- Earn the right to say No- Avoid the temptation to please- Cover No's in Yes's3. BEING A TEAM PLAYER- Play the long game instead of little wins- Be selfless, its not about you- Can you give up the limelight when you could have claimed victory?4. RISING UP IN THE ORGANIZATION- Raise your hand and put yourself out there- If you want to grow, make yourself redundant- Earn the trust of peers who may report to you- Hire people smarter than yourself without feeling threatened- Build “OrgIQ”5. DEALING WITH STRESS- Apply five Why's - Have a growth mindsetConnect with Ritu Bhargava:https://www.linkedin.com/in/ritubhargava/Connect with Rahul Abhyankar, host of Product Leader's Journey:https://www.linkedin.com/in/rahulabhyankar/For previous episodes:https://www.productleadersjourney.comhttps://youtube.com/@ProductLeadersJourney 

Today's podcast is with Suvi Lindfors, Strategic Business Development, Netigate. Suvi joins me today to talk about why she thinks the contact center is becoming one of the most valuable sources of insight in any organisation, how many brands are actually leveraging these insights, what needs to happen to facilitate this journey in terms of strategy, people, process and technology, what sort of impact will this have on customer centricity and how we are likely to see the contact center emerge as a data and analytics service provider within organisations. This interview follows on from my recent interview – Life Lessons I Learned From Being A Line Cook – Interview with Ari Weinzweig – and is number 532 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees. NOTE: Today's episode is sponsored by Qualtrics, ahead of X4 2025: The Experience Management Summit, which is taking place in Salt Lake City on March 18th-20th. It's set to be an unforgettable event designed to empower you and your organization in leveraging Experience Management (XM) to enhance customer and employee satisfaction, reduce operating costs, and achieve remarkable breakthroughs. There, you will hear about some of the best customer experience programmes from industry leaders and companies, including Autodesk, Ford, USAA and Hilton. Find out more and register now at the Qualtrics website.

   Bad customer experiences are costing businesses more than ever, according to new research by experience management company Qualtrics.  Its work projects global losses of $3.7 trillion annually–a staggering 19 percent increase from last year's $3.1 trillion projection.  You don't need to see the macro picture when daily you suffer the frustrating indignities of calls … Read More Read More

What if the future of market research isn't human at all but relies on AI-generated personas to mimic real-world consumers? Today, we're joined by Ali Henriques, Global Director of Edge at Qualtrics. Ali is here to discuss how synthetic personas, AI, and digital qualitative tools are reshaping the future of market research, and share some insights from the Qualtrics 2025 Market Research Trends Report. RESOURCES Qualtrics: https://www.qualtrics.com Wix Studio is the ultimate web platform for creative, fast-paced teams at agencies and enterprises—with smart design tools, flexible dev capabilities, full-stack business solutions, multi-site management, advanced AI and fully managed infrastructure. https://www.wix.com/studio Register now for HumanX 2025. This AI-focused event which brings some of the most forward-thinking minds in technology together. Register now with the code "HX25p_tab" for $250 off the regular price. Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstrom Don't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.show Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

Gathering, Acknowledging, and Responding to Customer Feedback  Shep Hyken interviews Isabelle Zdatny, Head of Thought Leadership with Qualtrics XM Institute. She talks about the importance of treating customer feedback as a valuable tool for improving customer experience, the decline in consumer feedback, and customer survey best practices.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    What is survey fatigue?  How can negative feedback act as a valuable tool in preventing customer churn?  Why should companies prioritize genuine feedback over high survey scores?  What are the best practices for creating effective and concise customer surveys?  How many chances do customers typically give companies after a poor experience?  Top Takeaways:    Customer feedback is a gift. Negative feedback uncovers areas for improvement, potentially saving businesses from losing customers to competitors.    Customer loyalty is fragile. High customer expectations and the ability to switch to competitors easily mean companies must work even harder to keep their consumers happy. "Nice to have" industries like online retailers, hospitality, and airlines must invest more in experience to establish trust and loyalty with their customers.     Customer service is increasingly becoming more important than price. More and more customers are willing to pay extra for convenient, hassle-free experiences.     Companies need to look beyond the Voice of the Customer. Other sources, such as customer history, support interactions, and social media, can help companies understand the full scope of their customers' experiences.     Isabelle shares stats from the 2025 Consumer Trends Report by Qualtrics. Here are some highlights:    61% of consumers shared that trust in the information that companies provide to them is a top priority.   53% of bad customer experiences result in a decrease in spending.  Customers are less willing to give feedback than they were a few years ago. Compared to 4 years ago, customer feedback after a bad experience has dropped by 8%. The number of customers who do not tell anyone about their experience has increased by over 6%    Plus, Shep and Isabelle discuss why getting honest feedback is more important than getting high metric scores. Tune in!  Quote:   "The overall quality of customer experiences has improved. What's changing is customer expectations. Consumers are less tolerant of bad experiences, so when they happen, they are more likely to either decrease or stop spending money on a business."  About:    Isabelle Zdatny is the Head of Thought Leadership with Qualtrics Experience Management Institute. She produces industry-leading content on experience management trends and best practices, including the 2025 Consumer Trends Report.    Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. Learn more about your ad choices. Visit megaphone.fm/adchoices

What if your customers are staying silent after a bad experience - or even a good one for that matter? If you're waiting for feedback to drive improvement, the silence might already be costing you more than you think. Today we're exploring the future of customer feedback with Isabelle Zdatny, Head of Thought Leadership at the XM Institute at Qualtrics. We'll dive into the findings from Qualtrics' 2025 Consumer Trends Report, the challenges of the “feedback recession,” and the role technology could play in shaping the future of customer insights. As Head of Thought Leadership with Qualtrics XM Institute, Isabelle helps Experience Management (XM) professionals make sense of the complex, evolving XM landscape so they can do their jobs with more confidence and success. She produces industry-leading content on XM trends and best practices, develops and delivers training, advises organizations on the design and execution of their CX and EX programs, and speaks on key XM topics and trends. RESOURCES Qualtrics: https://www.qualtrics.com Qualtrics 2025 Global Consumer Trends Report: https://www.qualtrics.com/ebooks-guides/customer-experience-trends/ XM Institute: https://www.xminstitute.com/ Wix Studio is the ultimate web platform for creative, fast-paced teams at agencies and enterprises—with smart design tools, flexible dev capabilities, full-stack business solutions, multi-site management, advanced AI and fully managed infrastructure. https://www.wix.com/studio Connect with Greg on LinkedIn: https://www.linkedin.com/in/gregkihlstrom Don't miss a thing: get the latest episodes, sign up for our newsletter and more: https://www.theagilebrand.show Check out The Agile Brand Guide website with articles, insights, and Martechipedia, the wiki for marketing technology: https://www.agilebrandguide.com The Agile Brand podcast is brought to you by TEKsystems. Learn more here: https://www.teksystems.com/versionnextnow The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company