Qualtrics X4 has returned after a 3-year hiatus with 10,000 experience professionals converging on Salt Lake City. The company is leaning into a few areas, and has been highlighting its capabilities with AI, its solutions to support frontline industries and workers, and making digital the core capability for positive customer journeys.
At the Tuesday media and analyst briefing, Qualtrics CEO Zig Serafin dug in on the theme of making business more human and using technology to reshape the “art of the possible,” as companies operationalize the shift of a customer journey starting and ending with digital. Serafin emphasized that good experience will only come if there is an entire operating model supporting it with the customer journey as the blueprint.
Brad Anderson, Qualtrics’ President of Product and Engineering spoke on the evolution of XM, believing it is the next generational category, which will need to be deeply embedded into every organization, just like ubiquitous solutions like Microsoft Office.
These are lofty goals, and the company shared some impressive numbers they have they have seen over the past 12 months:
- 2 billion conversations analyzed (Anderson forecasts that this will grow by a billion conversations this year)
- 1.6 billion surveys analyzed
- 10 billion XID profiles updated in real time (claims to be the most complete database of human sentiment)
- 2 billion workflows analyzed
There was acknowledgement of potential budget constraints in 2023, noting that showing solid business impact will need to be proven to get funding this year. Lots of announcements are forthcoming on solutions that will be able to pull experiences together to identify the levers that can result in the best ROI for the company and friction-free journeys for customers.
Author Information
As a detail-oriented researcher, Sherril is expert at discovering, gathering and compiling industry and market data to create clear, actionable market and competitive intelligence. With deep experience in market analysis and segmentation she is a consummate collaborator with strong communication skills adept at supporting and forming relationships with cross-functional teams in all levels of organizations.
She brings more than 20 years of experience in technology research and marketing; prior to her current role, she was a Research Analyst at Omdia, authoring market and ecosystem reports on Artificial Intelligence, Robotics, and User Interface technologies. Sherril was previously Manager of Market Research at Intrado Life and Safety, providing competitive analysis and intelligence, business development support, and analyst relations.
Sherril holds a Master of Business Administration in Marketing from University of Colorado, Boulder and a Bachelor of Arts in Psychology from Rutgers University.
