Qualtrics X4 has returned after a 3-year hiatus with 10,000 experience professionals converging on Salt Lake City. The company is leaning into a few areas, and has been highlighting its capabilities with AI, its solutions to support frontline industries and workers, and making digital the core capability for positive customer journeys.

At the Tuesday media and analyst briefing, Qualtrics CEO Zig Serafin dug in on the theme of making business more human and using technology to reshape the “art of the possible,” as companies operationalize the shift of a customer journey starting and ending with digital. Serafin emphasized that good experience will only come if there is an entire operating model supporting it with the customer journey as the blueprint. 

Brad Anderson, Qualtrics’ President of Product and Engineering spoke on the evolution of XM, believing it is the next generational category, which will need to be deeply embedded into every organization, just like ubiquitous solutions like Microsoft Office.

These are lofty goals, and the company shared some impressive numbers they have they have seen over the past 12 months:

• 2 billion conversations analyzed (Anderson forecasts that this will grow by a billion conversations this year)
• 1.6 billion surveys analyzed
• 10 billion XID profiles updated in real time (claims to be the most complete database of human sentiment)
• 2 billion workflows analyzed

 There was acknowledgement of potential budget constraints in 2023, noting that showing solid business impact will need to be proven to get funding this year. Lots of announcements are forthcoming on solutions that will be able to pull experiences together to identify the levers that can result in the best ROI for the company and friction-free journeys for customers.