Experience Management Part 1
Today’s Top 10 Takeaways from QualtricsX4
Published in
2 min readMar 7, 2019
Today was Day 1 of the Qualtrics X4 Experience Management Summit. The Qualtrics team delivered an unforgettable opening day to more than 11,000 attendees. From Sir Richard Branson to Ashton Kutcher, finished by an entertaining and enjoyable conversation with Barack Obama — it was a packed, informative and inspiring day.
Here are 10 key themes from the day:
- “Experience” is the new marketing and brand management. Customers don’t think in terms of categories, they think in terms of experiences — and they’re measuring companies relative to their latest (amazing or poor) experience. This requires better coordination from CMO to CIO across the organization — bridging data across silos in companies for one view of the customer and a consistent delivery of experience.
- Your brand (as an individual , as a company) — is all you’ve got. You are as good as your reputation. Protect it fiercely.
- To be successful in breakthrough experiences, you must wake up to your whole self — as an organization and as a person.
- Happy + satisfied employees yield happy customers.
- Employees are the company’s most competitive advantage.
- Taking your ego out of what you do will liberate you and enable you to perform more confidently. (Obama talked about the “shedding of fear” as one matures in leadership, able to focus more on the solving of the task itself rather than worrying about pundits or polls).
- Be comfortable with the fact that you won’t always get to a 100% perfect solution when solving a hard problem. You’re always dealing with a probability.
- Managers summarize data. Leaders synthesize and recommend action.
- Unbridled enthusiasm is key to success and changing the game. (Ashton)
- If you’re going to build something sustainable — it’s got to be unique in solving a problem, and it’s got to be the best in its field. If you’re going to take on a giant, you’ve got to be palpably better than them. (Sir Richard)
