Today’s episode of the Punk CX podcast features a series of interviews that I conducted at Qualtrics’ recent X4 event in Seattle and features conversations with Qualtrics executives at the event:

Brad Anderson, President of Products, UX, Engineering & Security;
Mark Hammond, SVP Core AI - starting at 14:59;
Assaf Keren, SVP and Chief Security Officer - starting at 14:59; and
Ali Henriques, Executive Director of Market Research - starting at 59:19.

We discuss the highlights and themes of the event, the experience gap, the future of AI, and what organisations should be considering, alongside topics such as the role of security and trust in customer experience and synthetic panels, also known as customer simulation models. There’s a lot in there, so do check it out.

This interview follows on from my recent interview – The enduring and evolving ‘craft’ of customer support – Interview with Nick Francis – and is number 579 in the series of interviews with authors and business leaders who are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.

Closing the experience gap - Interview with Qualtrics executives from X4