Leaders Network

Dear Community members,We are planning our next events and need your input on our main stage speakers. Whether you've attended X4 in the past or not, we'd love to hear who you would be most excited to see!To help with our initial planning, we'd be grateful for your feedback by Monday, July 14th. Share your ideas here: https://qxm.co1.qualtrics.com/jfe/form/SV_9KYva4ZhJL3jgweThank you!

A question for the community - I’d love to hear any insights: How do you discover emerging trends, innovative methodologies, or potential disruptions in the world of Experience Management (XM)? Do you allocate time for this each week/month/quarter? And are there any unconventional or unexpected ways you and/or your teams try to learn and develop in this area?🤔

Hi allFor those based in or near Sydney and Singapore there are some upcoming In-person events that could be of interest. They are focussed on increasing your response count and quality. For other cities, more events will be coming later in the year and we will share details here when we have them. Jump over to the Events tab to find out more or follow the link below. https://community.qualtrics.com/events?tab=upcoming&type=In-Person%20EventThanksPete

Im looking forward to the discussion with Chris Johnston from ​@Adoreboard on all things AI and its role in creating Loyalty and Trust, it has a big role to play 🙌If you can’t make the webinar live, we will have a recording for you to watch back at your leisure that we will attach to this conversation. Whether you joined the webinar live or watched the recording, both Chris and I are keen to continue the conversation so please add any comments or questions - To join the discussion, comment below! ⬇️ ⬇️ ⬇️PS. You will need to Register to be able to get involved,

We continue to see a decrease in customer trust and feedback, especially in the government space. I'm curious to learn how other organizations approach community engagement surveys. How often do you conduct them, what sample sizes do you typically aim for vs the size of your community, and what types of questions or themes do you focus on? I'm especially interested in understanding how you balance getting meaningful feedback with avoiding survey fatigue. We seem to be surveying our residents more than other local municipalities, and I don’t know if we are gaining any value fromt that. 

Every time I access this site, my screen goes blank briefly and then reloads. Thought it was just my set up at home but I have found this also happens at the office - know it’s an odd one but wanted to check if this happens to anyone else. 

Hi everyone, I came across this excellent post about embedding empathy and Human-Centered Design into the research process.It’s a great reminder that to get powerful insights, we need to move beyond what customers say and truly understand why they feel and act the way they do.The original post has some great, practical tips for applying this mindset. If you're involved in customer experience, user research, or product design, it's definitely worth a read.You can check out the full post and join the discussion here:  

X4 London took place on 17th June!This was a big get-together, with thousands of attendees hosted at Tobacco Dock, a very cook venue.The main takeaway? If you're not on top of what your customers and your own people are thinking and feeling, you're going to get left behind!The big buzz was all around Artificial Intelligence and specifically, Qualtrics "Experience Agents" - Think of them as smart digital helpers that can have a proper chat with customers and staff, getting a real handle on what people are saying, and then sort things out on the spot. It's a move away from just collecting feedback that might not get read into taking action, quickly.It was great to see big names like Tesco and L'Oréal there. They were all saying the same thing: look after your staff, and they'll look after your customers. If your team is happy and feels listened to, they're going to do a much better job for your customers. The whole day was about using this new tech t

Hi all, sharing a question for the community from X4 Sydney recently for anyone that couldn't attend: What does ‘meaningful interaction’ with your customer look like in 2025? 

Join us for our June "Ask the Expert" session featuring Nikhil Chauhan ​@nchauhan, a Customer Experience expert and thought leader. You can discover actionable strategies for building stronger customer relationships, driving loyalty, and achieving business growth through exceptional experiences. Bring your challenges, your curiosities, and all of your questions at any stage this week and Nikhil will reply below with his perspective. Reply to this conversation to post your questions to Nikhil!We’re open for questions from Monday 2nd of June until Friday 6th of June.

Hi CommunityJoin next week for an interactive, one-hour live webinar that will explore the evolving role of the CX professional. You'll discover how major forces like AI, the demand for clear ROI, and rapidly shifting customer expectations are fundamentally transforming CX strategy and career paths.This isn't just a presentation – it's your chance to:Engage in discussion with global leaders. Share your insights and hear from your peers. Gain practical takeaways you can apply immediately.

I had a brilliant time at a recent networking event! 🚀 The energy was fantastic, and so many genuine smiles - testament to a great atmosphere for making real connections.Shout out to BT for hosting, and to Hannah Louise Cox for capturing the vibe and organising this event!Loved chatting with insightful people and sharing perspectives on AI in CX with insights from Amazon Prime Video too. Came away feeling inspired, with fresh ideas and new contacts!If you are networking online, explore the in-person - there's something so engaging about in-person networking. 👍

Customer experience can feel like a non-stop race to keep up with new ideas. But rushing into every new trend often leads to wasted effort and no real gain. 🏃‍♀️Instead of chasing every shiny new thing, let's focus on smart, strategic thinking. It’s about knowing what truly helps your customers and sticking to it. 🎯Understand your customer's real needs. Pick innovations that actually fit your business. Measure what works, and ditch what doesn't.What's one "must-have" CX trend you've seen fizzle out quickly? Share your thoughts below! 👇Find out more: https://cxm.world/customer-experience/replacing-fomo-with-strategic-th

X4 London The Experience Community will be at X4 London on Tuesday 17th June 2025, and I'm really looking forward to connecting with existing and new community members.For the first time ever, Experience Community will have its own space where we can help you connect and meet other experience management professionals. It's a fantastic opportunity to meet up, share insights, and chat about all things experience-related. Whether you're a familiar face or someone I haven't had the pleasure of meeting yet, please do come and say hello!Keep an eye out for us, and be sure to pick up your Bingo Card on the day, complete and return it to the community space to in with a chance of winning a swag pack!Not r

This is a 2x2 matrix describing “flavors” of digital CX based on high and low human involvement, and digital vs. physical media. (Thanks to ​@EdenHaha for an illuminating recent conversation about digital experiences!) I think it could be useful for framing customer journeys and personas, but am wondering how much this aligns with other CX practitioners. (We are a national library that delivers the vast majority of our experience virtually.) I’m curious to see your thoughts!

I received an email invitation for the AI webinar on 17th April. Unfortunately, I can't register because I don't have a valid work email address. Am I still eligible to attend if I use my personal email address for a free account? TIA!

Welcome! Let’s get you registered. Your privacy is our priority, so to keep your details safe and to prevent spam in our community, we use Qualtrics lD services to manage accounts on the Experience Community...To set up your free Qualtrics account:Go to: https://www.qualtrics.com/free-account/ Enter your details and click “Create Account” and follow the prompts.  Verify your email address in your inbox. (This link will expire after 48 hours) Enter your name and set a password. Set up your community profile:Go to https://community.qualtrics.com/p/leaders-network and click on “Login”. Enter you new account details and set up Two-Factor Authentication (Use can

The rise of agentic AI is transforming the way we work and lead. Are you prepared? 🤔Join Qualtrics for an insightful FREE digital event, "Leading Through the Agentic AI Revolution," and discover how to harness the power of AI while maintaining effective leadership.This event features expert insights and practical strategies to help you navigate this exciting new era. Don't miss out on this opportunity to gain a competitive edge!Register here:  The webinar may be over, however, you can watch it on demand here! ⬅️

Companies and organizations use different methodologies and frameworks to guide and structure the way they work. Although some are industry specific, most share common aims like wanting to increase efficiency & consistency, improve the quality of their outputs or having to meet certain regulatory requirements to name just a few. Some of these resonate strongly with the Client Centric philosophy like Service Management as defined by the ITIL framework which I've championed for example. But I'm curious to the thoughts and experiences of the Thought Leaders here!With which industry best practices or business frameworks does the XM methodology work best with in your view? 

TL;DR: This report looks at how companies are handling customer experience (CX), focusing on what their CX teams do, what's stopping them from getting better, and how they're using AI.Key points:Most companies aren't that great at CX yet, with many just starting to get their act together.     Companies that do CX well tend to have bosses who care about it and are willing to spend money on it.     A lot of CX teams find it hard to show that what they're doing is actually making the company money.     AI is becoming a big deal in CX, with loads of companies using it for things like chatbots.    The full content is about a 5-minute read. (You must be logged in to download this research)How is your company measuring the success of its CX program?

We’re very excited! 😃🔻Why? 🤷🔻Because hot on the heels of X4 in Salt Lake City, the Experience Community team will be at X4 Sydney on 28th May 2025 and X4 London 17th June 2025. Meet the Experience Community team Meet and network with XM LeadersAnd best of all, X4 in 🇦🇺 Sydney and 🇬🇧 London is free to attend. Register today…  

Join us for our inaugural "Ask the Expert" session featuring Topher Mitchell ​@TopherM, a seasoned Value Realization expert, with a proven track record in helping organizations achieve tangible business value from their investments.Topher will be on hand to answer your questions. Whether you're struggling to secure resources, orient your program around business value, or measure the impact of your initiatives, this is your opportunity to gain practical insights and actionable advice directly from a leader in the field.Reply to this conversation to post your questions to Topher!We’re open for questions from Monday 14 April until Friday 18 April.

Cross-posting here for additional reach (and thanks to ​@AlonsoC for the suggestion!One of the things I’ve learned in my career is that it’s often valuable to separate the message from the messenger. Regardless of what you think of Elon Musk, he recently gave a US federal agency’s customer experience survey as an example of waste; seemingly, not so much due to the cost as due to the fact that it wasn’t used to identify tangible business insight or, in his words, to create “feedback loops.”In our practice at the National Library of Medicine, we’ve known from the jump that we’re not gathering customer feedback because it’s interesting or for its own sake, but to identify business improvements that we can implement, test, and validate. It’s essential for building credibility and

Hi guys, I want to share my ideals about Experience Management (XM) in the banking industry - Future of Applying Machine Learning and Deep Learning. My English is not bad, but it also isn’t good, so i use my mother language then translation tools, so if you feel unclearly about some part of this, feel free to ask. I want to get as much as your comments, so it is great to discuss. The first part is about Overview of Experience Management (XM) in the banking industry and Analyze models XM in the banking industry1. Overview of Experience Management (XM) in the banking industryDefinition and role: Experience Management (XM) is the process of monitoring, analyzing and improving all business activities to better serve customers, employees and brands. In the banking sector, XM covers management

TL;DR: The research identifies shifting consumer channel preferences and highlights the importance of adapting strategies to meet these changing demands.Key points:Consumers increasingly prefer digital channels for interactions, especially mobile and social media. Personalized experiences are becoming crucial in engaging customers effectively. Trust and transparency are key factors influencing consumer decisions. Brands must harness data to anticipate and respond to customer needs. Sustainability and ethical practices are increasingly valued by consumers when choosing brands.The full content is about a 5-minute read.https://www.xminstitute.com/research/consumer-channel-preferences-priorities-2025/How is your organisation planning to adapt to the chan