Evolving from measuring experience to shaping it

Experience teams have spent years understanding and showing organisations where experiences break down and customers are lost. Yet acting on what they find has always depended on functions they advise rather than control, leaving many practitioners in measurement mode, struggling to make an impact. 

The status quo is changing. More of what people encounter is decided by automated systems, partners, and AI agents, faster and in more places than anyone can catch after the fact. Organisations will need to systematically shape the systems and standards behind those decisions, before they're experienced, to earn the trust that keeps customers coming back. There’s no function better placed to do that than experience teams.

Join Qualtrics' Isabelle Zdatny, Head of Thought Leadership & Research, Qualtrics XM Institute, and Allison Shields, Sr. Director of Customer Experience, Global Payments, for a practical look at how you can lead the XM profession’s shift in your own organisation. 

Join this webinar to learn

• 3 essential roles and how to build them
• 5 key skills the profession must develop
• What that looks like in practice, with tips from XM experts