Customer Experience Track: Human Centered Stack of the Future
This session covers how to use Qualtrics/XM as a connective intelligence layer across your existing martech stack (CRM, CDP, analytics), turning siloed data into customer understanding — and provides a practical 24-month roadmap for doing it.
Market Research Track: The mirror and the lens: Truth through synthetic panels
This session explores how synthetic panels — AI models trained on years of data — can overcome the limitations of traditional research like respondent fatigue and bias. It covers how synthetic panels differ from human feedback, why they can surface deeper insights, and how researchers can use them to move from confirmation to discovery.
Customer Experience Track: Shortcut to experience ROI: How to close the loop with your executives and win in your fight for CX budget
CX keeps losing the budget fight because we close the loop with customers but never with the executives approving the projects, teams, and budgets we depend on. This session shows you how to redefine CX as a strategic capability and tell its story in the language leaders actually fund, so you walk into budget season as a growth partner instead of a line item.
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Market Research Track: The synthetic leap: Real world research lessons
This session cuts through the hype on synthetic data by sharing real results from 20+ customer pilots and internal experiments — covering where it works, where it falls short, common pitfalls, and practical lessons from researchers using it daily. You'll leave with actionable guidance to apply synthetic methods confidently without sacrificing research quality.
In this session, Matthew Brouillard, a CX leader at PayPal, dives into the high-energy collaboration between product, web, and engineering teams that keeps them ahead of the pack. Get a look at the specific plays that worked, the hurdles that didn't, and the massive results this unified approach delivered. This is a real-world masterclass on what it takes to keep a global leader growing in a cutthroat market. Leave with a clear strategy to link your data to your biggest business objectives and turn your digital experience into a powerhouse for growth.
This session introduces the CX Value Curve framework, which helps leaders understand how ROI evolves as their CX program matures. It covers what good looks like at each stage and identifies the habits that distinguish high-performing teams — giving attendees a clear path to demonstrating business value to the C-suite.
Your customers are telling you how to grow—you just have to find the signal in the noise. Join this session to stop drowning in data and start surfacing the insights rigid metrics miss. Extract the sentiments that drive loyalty and revenue, and leave with a proven framework for turning raw text into competitive advantage.
Most CX programs are data-rich and action-poor. The bottleneck isn't the insight — it's the path from insight to outcome. In this fireside chat, Mel Bowdish, Senior Agentic CX Strategist at commonFont, sits down with Bill Schimikowski, Senior Director & Head of Customer Success at Insulet. Bill brings a practitioner's perspective on what separates CX programs that move the business from those that produce reports: shared ownership of the problem, early alignment across functions, and a culture oriented around a common mission.
Not at all. We've designed the agenda so you can get value from every session. Feel free to drop in for the topics that matter most to you — whether that's just the morning or the full day. This is your experience to shape. If you're primarily interested in market research, we recommend attending the morning sessions only.Â