CX Track:Â 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.
MR Track:Â 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.
CX Track:Â Designing CX Programs that move the needle
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.
MR 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.
NPS and CSAT are starting points, but they aren't the end goal. To earn a seat at the strategy table, CX must speak the language of the business: capital. This session is a deep dive into the mechanics of "The Value Link"—transforming customer sentiment into hard metrics like retention, share of wallet, and Lifetime Value (LTV).
