💬  10 Days with Jay: Q&A with Jay Choi, General Manager of Research Core | Q&A | XM Community

💬  10 Days with Jay: Q&A with Jay Choi, General Manager of Research Core | Q&A

  • 18 February 2019
  • 51 replies
  • 82 views
KatharineS
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!

We are excited to announce a Q&A unlike any we’ve run before! From now until March 1st, you will be able to ask Jay Choi, our General Manager of Research Core, any questions you have about Qualtrics’ Research Core and its place in this rapid-paced Experience Economy.

This is also your chance to get excited about X4, because for the next 10 days, the Qualtrics Community will have the opportunity to unlock a total of 10 prizes. We’re spotlighting some exceptional brands and giving away big prizes, like a $1000 Delta Airlines gift card, a $200 Patagonia backpack, a $100 Under Armour gift card, and more!

You will have the opportunity to work as a community to complete the 10 tasks below and unlock as many prizes as you can throughout the Q&A. For each task completed, a prize will be unlocked. Some tasks may just require work from a single community member, while other tasks may require a team effort to complete.

_*Please ensure all questions are thoughtful and of high-quality. We will be checking, and it matters!_

1. TASK EXPIRED: ~~Three questions must be asked within 24 hours of the Q&A going live.~~
2. WINNER: @VirginiaM TASK COMPLETED: Apple Watch ~~Over 1000 views on the Q&A post. (This one you’re reading now!)~~
3. WINNER: @alejandra_rojas_voce TASK COMPLETED: 1 Year Netflix Membership ~~Convince Jay to reveal a hidden talent - but don’t let him know this is a task. :)~~
4. TASK EXPIRED: ~~100 likes on this LinkedIn post.~~
5. WINNER: @KevinK TASK COMPLETED: $100 Lyft Credit ~~Ten questions must be asked by the end of the first week, at 11:59pm MST Friday, February 22nd.~~
6. WINNER: @Shashi TASK COMPLETED: $200 American Express Gift Card ~~One question involving the Qualtrics product roadmap.~~
7. WINNER: @mattyb513 TASK COMPLETED: $200 Patagonia Backpack ~~Three questions from someone with the letter J in their name. If your name is actually “Jay” (Spelling counts and you’ll need to prove it!), the prize may be even bigger! (You may have to recruit your friends. 😉 )~~
8. WINNER: @jpardicusick TASK COMPLETED: $100 Whole Foods Gift Card, courtesy of Chobani ~~One question surrounding Experience Management industry standards / knowledge for Jay to answer. ~~
9. WINNER: @Mol TASK COMPLETED: $120 Spotify Gift Card for a 12 Month Premium Membership ~~Three questions must include you telling Jay why you are excited for X4.~~
10. WINNER: @AnthonyR TASK COMPLETED: $1000 Delta Airline Voucher ~~Over 25 thoughtful, high-quality questions on this Q&A to unlock the ultimate Delta prize. (Currently 17 of 25)~~

Once a task is complete, we will cross it off and let you know which prize you have unlocked. We will be entering each of the Q&A participants - meaning those who have posted a thoughtful question or discussion point for @JayC - into a raffle for a chance to win one of the unlocked prizes. Each corresponding task must be completed by 11:59 pm MST on March 1st for the prize to be unlocked (unless a different date is specified). The winners will be announced on March 11th, after the end of the 10 Days with Jay and our X4 Summit.

As usual for Q&As, support questions are not allowed! If you have a support question, please start a discussion elsewhere on the community, or reach out to the Qualtrics Support team.

51 replies

AnthonyR
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Userlevel 7
Badge +7
Hi Jay,

Two questions for you:

As far as the research core goes, what upcoming additions / changes to the product excite you the most, and why? Would love to get some insight into your thought processes on how to drive the platform forward.

As you work to move the Research Core product forward, what are the things you look for as you hire members on to the engineering side of your team? Is it people who bring fresh ideas to the table, people with tons of experience, some combination of these things, or something different entirely?

Appreciate you taking the time to answer our questions!
C
Badge +4
Jay

How can I get the most out of my dual subscription to CX and EX?

Want to show how my staff metrics impact my customers experience but not sure where to start.

Adam
VirginiaM
Rank
Userlevel 6
Badge +45
Hi Jay! I am gearing up for my first year at the X4 Summit and I am so excited to be a speaker this year 🙂 I have a couple of questions for you as well.

* What do you find the most challenging and most rewarding about your job as the General Manager of Research Core?

* Knowing what you know now, what career advice would you give to your college-aged self? (This is something I ponder a lot since I currently work at a university).

Thanks so much!
Ginny
AdamBoston
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Userlevel 1
Badge
Hi @JayC

Myself and my colleagues are excited for X4 - this will be our first year and would love to know what to expect? Is it as good as people say? Do you have any insider tips to give? What should we make sure not to miss? If you were attending X4 for the first time what would be your key areas of interest? Maybe this is one of your hidden talents? 🙂
A
Hi @JayC ,

With the regular updates in the product and new feature request coming in, how do you manage your work along with your personal life ( i.e. your work - life balance ) ?
G
Badge +1
Hi Jay,

What's the most impressive / inspiring questionnaire you've seen recently? Looking for inspiration here (and I bet most people reading this thread could use some for their future projects!)
mattyb513
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Userlevel 6
Badge +6
Excited to see you here, Jay. Coming at you with a question for a large trade organization.

We have thousands of member organizations that we support. Traditionally all our interactions with them have been via email or phone calls, very personalized interactions, the DC way. We would like to move to a system that allows us to better capture their experience in a measurable way so we can course correct and let them guide our decision making. Essentially, we want to do better at experience management but have no guidelines for how to get there.

1) How would you think about evolving from a very person/relationship-centric model to a more scalable software solution without losing the personal touch?

2) What kind of questions do you ask to help people feel like their responses are not just going to be aggregated into a dashboard?

3) Who are some companies that have successfully done this who might be open to a short guidance call?

Looking forward to picking that big brain of yours!

Matt Bloomfield
NiC
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Userlevel 7
Badge +27
Hi @JayC,

So the only Question i could think of which hasn't been asked by my fellow community members is
How do you guys prioritize the features that need to be added , I am sure you all would have a vision as to what features are to be added to the platform and also constant onslaught of feature requests from various stake holders. I wanted to know as to how you guys balance your plans with the feature requests or are there different teams who work on both ?

Regards,
Nihal Chirayath
XM Engineer | Zill Consulting
ana_velez
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Userlevel 6
Badge +27
Hi @JayC,


In the company where I work we are in a very important process of growth, facing new challenges and clients. What quality or characteristic do you think has helped you to develop in a great way in a company like Qualtrics with such a rapid growth?
Ana Vl
alejandra_rojas
Rank
Badge +2
Hello @JayC

This is a great opportunity to get to know exciting things about you and Qualtrics. What is the biggest challenge you have faced with Research Core at Qualtrics and how you and your team worked it out?

Thank you 🙂
JenCX
Rank
Userlevel 7
Badge +11
I thought of another question:

I know many individuals who are successful in their careers have interesting hobbies or talents that while aren't directly related to business, help fortify the characteristics that lead to career success. One example is a colleague of mine who practices martial arts, which helps him build discipline that carries over to his work ethic. @JayC, do you have any hobbies or special talents that at first glance seem completely unrelated but actually do help you achieve your career goals?
A
Hi @JayC ,

I have heard from many people over the community post about the healthy and happy environment at the Qualtrics (and same I am experiencing over the community 🙂 ) . Please share your working experience at qualtrics and what steps you take to maintain the healthy environment in your team ?
JayC
Rank
> @GillesG said:
> Hi Jay,
>
> What's the most impressive / inspiring questionnaire you've seen recently? Looking for inspiration here (and I bet most people reading this thread could use some for their future projects!)

The most impressive I’ve seen was from a friend of mine in business school, who had spent years in research. Not necessarily for his questionnaire, but for his approach. He started by writing down the 3-5 most important strategic decisions he had to make. Then he literally created a powerpoint deck with charts filled with dummy data that he would use to answer that question. He socialized the deck and made sure the executive team agreed on the mock insights before he collected a single piece of data, incorporating feedback as necessary. Then he designed a precision research study with NO fluff questions. It was always short and clear because the output had been thoroughly designed beforehand. I learned a lot from watching how he did that, and he gained a ton of credibility in our company because he sought buy-in before execution.
JayC
Rank
> @NiC said:
> Hi @JayC,
>
> So the only Question i could think of which hasn't been asked by my fellow community members is
> How do you guys prioritize the features that need to be added , I am sure you all would have a vision as to what features are to be added to the platform and also constant onslaught of feature requests from various stake holders. I wanted to know as to how you guys balance your plans with the feature requests or are there different teams who work on both ?
>
> Regards,
> Nihal Chirayath

Thanks for asking, Nihal! Our ideation process is a multi-faceted one, and like our products themselves, it is always growing and expanding. While we primarily drive our product development on industry needs, we also take the time to carefully read the requests we get to learn where we have gaps, and how we can improve. Often times, the market impulse drives a larger vision, while feature requests act as a practical point of view to fill in the gaps - what in that last release worked, what didn’t work, what would make the process easier, etc. Every product decision also comes with a series of carefully executed peer revisions, research endeavors (that means us asking you what works!), and countless cross-departmental meetings, to ensure that not only company interests, but customer interests are being met as well.

P.S. - We really do read the feature requests you submit to our support team. 🙂
JayC
Rank
> @Shashi said:
> Hi @JayC ,
>
> I have heard from many people over the community post about the healthy and happy environment at the Qualtrics (and same I am experiencing over the community 🙂 ) . Please share your working experience at qualtrics and what steps you take to maintain the healthy environment in your team ?

I’ve done a lot of rewarding work in my life, but one of the things I love about Qualtrics is that I actually feel energized when I get up in the morning. I think everyone gets the Monday blues, but for me there’s always that additional thought of, _Well, at least I’m going to Qualtrics_. One thing I’m extremely grateful for at Qualtrics is that it’s a place where I can fit in as my authentic self. I simply can’t go through meetings without laughing or everyone poking fun at each other or just taking a break when it gets too serious. It’s not unusual on my team to spend the first 5 minutes of a meeting sharing a funny youtube video, meme, or story. I think it’s so cool that I work for a company where it’s ok that I don’t run meetings the “traditional way,” and where it’s safe to crack jokes and be real, or have career one-on-ones at Taco Bell.
JayC
Rank
> @jpardicusick said:
> I thought of another question:
>
> I know many individuals who are successful in their careers have interesting hobbies or talents that while aren't directly related to business, help fortify the characteristics that lead to career success. One example is a colleague of mine who practices martial arts, which helps him build discipline that carries over to his work ethic. @JayC, do you have any hobbies or special talents that at first glance seem completely unrelated but actually do help you achieve your career goals?

Haha, this is a little embarrassing, but…

1. Acting - I almost pursued a career in acting, but ultimately went down a different path. But it's incredible how useful it’s been, as I find myself constantly giving large presentations where I draw upon stage presence skills. Never intended, but always useful.

2. Taco Bell - This isn't a skill... or maybe it is, haha. But I absolutely love Taco Bell, and for some reason there's a small society of people in any company that share this passion. You make friends quick.
S
Hi Jay,

First, I wanted to let you know that I'm excited for X4! I attended the Research Core base camp classes last year, which were great, and I'll be attending the IQ session this year.

I also have dashboard questions, which I hope fall in your area...
1. Have you considered not requiring the default time periods and using fiscal/company specific time frames instead? This would be helpful to us in dashboards and data & analysis.
2. Could you add a suggestion box (of sorts) to dashboards? This would be helpful to collect feedback from employees as we launch them further in our organization.

Thank you!
Sam
Mol
Rank
Userlevel 3
Badge +16
Hi Jay!

I'm really excited to be again at the X4 summit and learn about the roadmap and future of the Qualtrics XM platform.

I wanted to ask you two questions and would love to hear your thoughts about it:

1. Do you think that NPS Benchmarks are really accurate considering that every company implements NPS in a different way and that this might affect the result you get? (i.e. when and how do you ask the question)

2. How do you think that A.I. would affect the future of research? How long would it take before i will be able to predict the NPS based on the information that i already have from the interaction, without needing to ask the customer?

I hope that you are a great visionary and will help us anticipate the future!!!

Looking forward to learn from you and share great experiences during the event!

Carlos
K
Hey, I'm new to Qualtrics and looking to tighten up our hiring profiles - if you were building a job req for a hire that you want to train up as a power user on Qualtrics (entry level), what would you specify in the req? Given the visibility you have on the feature plan for the next 2-3 years, what skill sets etc. should we be looking for? (e.g. is python integration coming, for example?)

Basically, as you've worked across dozens or hundreds of clients, what does the profile (or profile set) of a successful Qualtrics power user look like? Let's assume a perfect unicorn doesn't exist, what should we focus on - business analysis, writing skills, stats, coding background, etc? Likewise, are there any red flags you would call out?
A
Hi @JayC!

I am excited to be attending the summit again this year! I was so inspired last year that I made significant changes in my personal life and my career. Was it Dr. Lovatt? Alex Honnold? Arianna Huffington? Perhaps it was all of them combined...

I started an online JavaScript course (to become a Qualtrics super user one day), and much to the shock of my family...I now take a beginners hip hop class. _(Yes, I did break out with some dance moves when I read what was happening on Fight Night! 😃 )_

So, I was wondering: From where do you draw your inspiration? And how has this resource influenced your life?

All my best,
Alex
JayC
Rank
> @VirginiaM said:
> Hi Jay! I am gearing up for my first year at the X4 Summit and I am so excited to be a speaker this year 🙂 I have a couple of questions for you as well.
>
> * What do you find the most challenging and most rewarding about your job as the General Manager of Research Core?
>
> * Knowing what you know now, what career advice would you give to your college-aged self? (This is something I ponder a lot since I currently work at a university).
>
> Thanks so much!
> Ginny

Thank you, Ginny, we’re thrilled to have you!

The most challenging and rewarding are very related. The most challenging is that there are so many different directions we can take our product roadmap. The challenge comes from doing our own research to really find customer needs and pains and what we could do as a platform to solve them. A great example of this is our upcoming ExpertReview data cleansing feature that is coming out. We would watch our users spend hours and hours cleansing their data and as new responses come in they would struggle to incorporate the new data. And we wondered, well, what if we could leverage artificial intelligence to help flag and cleanse the data for our customers? That's also the most rewarding part - when we really dial into something that our customers find valuable and they can't live without. It's an incredibly rewarding and meaningful aspect of my role.

As for the advice I'd give my college-aged self... Always be grateful. Always find something you can be grateful for in any circumstance you are in. It changes your perspective on everything, and changes how people see you. I use this everyday and always try to see the best in things and be grateful for the opportunities I have.
JayC
Rank
> @AdamBoston said:
> Hi @JayC
>
> Myself and my colleagues are excited for X4 - this will be our first year and would love to know what to expect? Is it as good as people say? Do you have any insider tips to give? What should we make sure not to miss? If you were attending X4 for the first time what would be your key areas of interest? Maybe this is one of your hidden talents? 🙂

Well, I don’t know anything about a hidden talent, but I do consider myself quite X-perienced with the conference.

There is so much to do at X4 that it can be a little daunting at first, but I always give first time attendees a simple framework to think about:

INSPIRE - Make sure you find the activities and sessions that inspire you to be a better person and better at your job. Some ideas are:
* Mainstage sessions (Obama, Oprah, etc…)
* Key customer breakouts you admire how they operate (e.g., Patagonia CHRO)

EQUIP - Walk out with technical skills, strategic design, tips and tricks to solve your business challenges. Some ideas are:
* Basecamp training - learn how to use the product like a pro, designed around real customer use cases
* Design workshops - breakout sessions run by SMEs on program strategy and design
* Ask the experts - stop by the XM Garage or Ask the experts and ask for a consultation or a specific problem you are facing. You would be surprised at how they can help!

ENGAGE - find time to engage in the things you have a passion for. A few ideas
* Networking - find like minded people and hit built-in networking
* Hit the activities designed for networking like fight-night or the concert
* Choose an experience day and meet others

As for insider tips… the minute you get there, ask someone what the dream team is. You will be pleasantly surprised.
JayC
Rank
> @Sam said:
> Hi Jay,
>
> First, I wanted to let you know that I'm excited for X4! I attended the Research Core base camp classes last year, which were great, and I'll be attending the IQ session this year.
>
> I also have dashboard questions, which I hope fall in your area...
> 1. Have you considered not requiring the default time periods and using fiscal/company specific time frames instead? This would be helpful to us in dashboards and data & analysis.
> 2. Could you add a suggestion box (of sorts) to dashboards? This would be helpful to collect feedback from employees as we launch them further in our organization.
>
> Thank you!
> Sam

Hi Sam,

I’m glad you’re stoked for X4! We here at Qualtrics are working day and night to ensure your X4 experience will be even better than your last. :)

I love both of your suggestions. There’s something to be said for being able to break out data easily by company standards, and while our dashboards do use some quarterly filters, we could always stand to improve on that capability across the product. And as for the suggestion box, what better way to gauge whether an employee experience program is benefiting your workforce than by checking in with them every step of the way? In the meantime, I wonder if a regularly scheduled Lifecycle survey, or a prominent feedback survey link in the dashboard, could empower your employees to provide this sort of feedback. But your insights are really helpful, thank you for suggesting them!
JayC
Rank
> @Mol said:
> Hi Jay!
>
> I'm really excited to be again at the X4 summit and learn about the roadmap and future of the Qualtrics XM platform.
>
> I wanted to ask you two questions and would love to hear your thoughts about it:
>
> 1. Do you think that NPS Benchmarks are really accurate considering that every company implements NPS in a different way and that this might affect the result you get? (i.e. when and how do you ask the question)
>
> 2. How do you think that A.I. would affect the future of research? How long would it take before i will be able to predict the NPS based on the information that i already have from the interaction, without needing to ask the customer?
>
> I hope that you are a great visionary and will help us anticipate the future!!!
>
> Looking forward to learn from you and share great experiences during the event!
>
> Carlos

That’s fantastic to hear, Carlos!

1. Wow. This is a loaded question with great perspectives on both sides. I will try and answer just from my own personal perspective (not trying to reflect the perspective of Qualtrics or the research community). There are many challenges with NPS and all metric forms. But for all the challenges, NPS is an intuitive concept and easy to get started. And for many organizations, that's the hardest part: taking the first step to improve their experience. If NPS helps organizations advance toward being more experience-minded and helps them get started in getting visibility to the experiences they deliver, then I think it serves a noble purpose. And as organizations mature they can add or augment their metric. But the usefulness I see in NPS is its simplicity; just seeing people get started has done wonders for their experience management.

2. A lot of this can be done today, where inferred customer satisfaction can be made based on behavioral metrics. That being said, predicting NPS is a small fraction of the puzzle for organizations who are experience leaders. What to do about NPS is the magic. The breakthrough organizations have built a culture of customer experience excellence. Being an experience leader is not only about measuring experience, but it’s about the action you take to continually improve experience.
JayC
Rank
> @ana_velez_voce said:
> Hi @JayC,
>
>
> In the company where I work we are in a very important process of growth, facing new challenges and clients. What quality or characteristic do you think has helped you to develop in a great way in a company like Qualtrics with such a rapid growth?

1. Invest in hiring and developing great people, and never, ever lower your hiring bar. Qualtrics growth is fueled by incredible people. Getting the right people in the right jobs and investing in their own personal journey is the single most important things I do, and I am so incredibly proud of what the team can do.

2. Be kind. It's not always possible, but when it is, be known for kindness and integrity.

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