Most companies can tell you what a customer felt last quarter. Very few can tell you what a customer is about to do. @IntactInsurance is closing that gap. Its team is moving past scorecards and into prediction, using AI to spot the customers most likely to churn, then prioritizing who to reach first based on value, tenure, and how they're already behaving. The old approach: run the analysis, hand teams a list, hope there's still time to act. The new approach: let AI do the clustering in the moment it matters, so people can spend their time on what only people can do: building the specific, human response that turns a passive customer into an advocate. This is the shift we talk about constantly: turning insights into action. This is what keeps customers and drives lifetime value. It's that simple. Looking forward to what Intact and @Qualtrics do next. Read more: qualtrics.com/articles/custo…

Most school districts collect data. Few can actually use it in real time. See how @APSVirginia, Oklahoma City Public Schools, and @carrollschools are using our XM platform to identify struggling students early, decrease admin work, and build trust within their districts. qualtrics.com/articles/exper… #Qualtrics

Our Healthcare Executive Summit in Nashville brought into focus what @Qualtrics + @PressGaney can build together. We introduced Healthcare XM, which combines decades of healthcare expertise, data, and benchmarks with the XM Data & AI Platform. The opportunity goes beyond measuring experience by allowing healthcare organizations to see more of the patient and member experience, anticipate friction earlier, and act while there’s still time to improve the outcome. Great to explore what this means with our incredible customers Tina Freese Decker of @CorewellHealth and Jeff Balser of @VUMCDiscoveries, product leaders Mark Hammond and Mike Thompson, and our healthcare leaders: Thomas Lee, MD, Chrissy Daniels, Jeff Doucette DNP, RN, FACHE, FAAN, Tejal Gandhi, MD, Adrienne Boissy, and David Shapiro. Plus, congrats to Tom Lee for being named Executive Director of XM Institute. Thanks to everyone who joined us both in Nashville and virtually. There’s a lot more ahead. Watch on-demand below.

I’m proud to introduce Healthcare XM, powered by the @Qualtrics XM Data & AI Platform. Healthcare moves fast, and measuring only what has already happened in a dashboard isn't enough anymore. Healthcare XM will comprise Clinical XM and Health Plan XM, allowing health systems and plans to simulate, predict, and deliver trusted outcomes. Closing the Experience Gap means putting actionable insights directly into the hands of the people who can act on them, right in the moments that matter most. Bringing @Qualtrics and @PressGaney together means we aren't just measuring the patient journey; we are building a future where every care experience is predictive, personalized, and deeply human. Read more: qualtrics.com/news/qualtrics…

“We have to have it.” @VUMCDiscoveries President & CEO Jeff Balser explains how Healthcare XM will give organizations the real-time data they need to deliver quality care and improve patient loyalty through trusted, positive health outcomes. See how it works: qualtrics.com/news/qualtrics… #Qualtrics

The big question @Qualtrics CEO @Jasonmaynard is asked about the @PressGaney acquisition: are #healthcare experience advisors going away? "I want everyone to hear...we are amplifying and expanding." (A person I'm sitting near: "Good." You could HEAR the room exhale.)

BIG NEWS: Reputation Experience is now a part of your XM suite. For most organizations, online reputation is scattered across disconnected agencies, review platforms, and listing tools, completely separate from the XM program. Now, it’s connected to the experience data that explains it. Turn it on today: qualtrics.com/news/qualtrics… #Qualtrics

Excited to extend our partnership with @ManCity as its Official Experience Management Software Partner. Since 2021, we’ve worked alongside Man City to transform match day and digital feedback into actionable insights. Now, with the power of #AI, we're taking it a step further by helping the Club analyze fan and partner sentiment at scale and powering its next chapter of growth both on and off the pitch. Here's to the Club's continued success. qualtrics.com/news/mancheste…

The best outcomes aren't decided in the moment, they're built long before. Our XM Data & AI Platform will simulate what's coming, predict needs before it's too late, and deliver outcomes you can trust. qualtrics.com/news/qualtrics… #Qualtrics

Saturday coffee thought. I spent part of this week in the Utah Jazz training center, not a hotel ballroom. @RyanQualtrics and @Jasonmaynard did the fireside. Then Smith walked us through the building. I keep thinking about how he talks about the crowd, he sees them as guests first, and an audience second. Essay is here if you want the long version: readythoughts.com/2026/09/ho…

Yesterday, we unveiled the next era of our platform and expanded the XM category. I'm excited to introduce XM Data & AI: Simulation to test a decision before you make it. Prediction to know what one person is about to do, in time to change it. Trusted Outcomes to act, inside the rules an organization sets for itself. Since it's built on the world's largest experiential dataset, context wins every time. Without it, AI is fast but blind. We didn't build this to analyze the past more precisely. We built it to improve the human experience, in the moment it's happening. I'm incredibly proud of the work we've done at @Qualtrics, and excited to see how our customers take advantage of our new offerings (including X-Loop Diagnostic Service and Reputation Experience, available now.) Every organization now faces the same choice: keep measuring the gap, or start closing it. This is just the beginning as we design the future together. Learn more here: qualtrics.com/news/qualtrics…

Great time in Seattle this past week working with Ken Hoang, Mark Hammond, Mark Gillett and the product/engineering leadership team building out the new XM experience ontology.

Our Tennessee Home 🦋 #GBO 🍊

The ROI question is standard for every CX leader: How do you prove that great experience impacts the bottom line? Too often, CX metrics exist in a vacuum, separated from the language of finance. However, when you connect customer experience directly to the metrics CFOs care about, like retention, efficiency, and enterprise value, the dynamic changes completely. Our customers @REI, @PayPal, @DocuSign, @PersonalAr, and more are successfully bridging that gap. From giving CX its own P&L to pricing friction and linking satisfaction directly to renewal timelines, their strategies show how Experience Management becomes an indispensable growth driver. This is how you make CX matter to your CFO. Read more: qualtrics.com/articles/custo…

As we come together with @PressGaney, we’re bringing healthcare leaders together in #Nashville to share what the next era of Experience Management means for healthcare. I’ll be joined by our Chief Medical Officer, Thomas Lee, MD and our customers @CorewellHealth and @VUMChealth to explore how AI, human context, and the world’s largest XM dataset will help organizations better understand the people they care for, anticipate what they need, and deliver better patient and customer experiences. Healthcare is one place where closing the Experience Gap matters most. I'm proud of the work we're doing. Make sure to catch the event live on September 23: lnkd.in/p/e_K4HK4e

In an industry built on product excellence, a great car alone isn't what keeps drivers coming back. @BMW knows this and uses @Qualtrics to ensure its customers enjoy every experience, from driving and beyond. Across the globe, dealership teams read every piece of feedback, respond to customers quickly, and ensure they close the loop fast, turning below-standard interactions into automated tickets that get resolved instead of lost. 90% of issues resolved within 5 days, a 23-point NPS increase in the first nine months, and increased repurchase and return service rates across the network.

Dolly Parton sang Rocky Top at the Tennessee vs. Georgia game today.

@therabusiness got early access to @Qualtrics synthetic panels and the testing led to a powerful use case. The company now uses synthetic data as a laboratory to stress-test methodologies before running studies with hard-to-reach patients and physicians. If an approach works, it moves forward. If it doesn't, the company learns before spending the time and money on a full study. That's how #AI should earn its way into the enterprise: prove the value, build confidence, then scale. Great work from the Thera-Business team. Read more: qualtrics.com/articles/marke…