CMSWire: Inside Qualtrics X4: Synthetic Personas and the Future of Experience Management

This article was written by Greg Kihlström for CMSWire. Read the full article here.

New announcements by Qualtrics include speeding up research, democratizing insights and scaling experience delivery with AI.

SALT LAKE CITY — A little bit of snow on the ground in Salt Lake City did nothing to stand in the way of Qualtrics X4 Experience Management Summit, an annual event this week showcasing the latest in customer experience, employee experience and agentic AI innovations. Qualtrics is a customer and employee experience management provider that delivered over 1.2 billion surveys, plus over 2 billion chats and calls in 2024.

While Qualtrics made several announcements at the Salt Palace Convention Center, some of the most interesting takeaways involved synthetic research and personas that can assist in customer experience research, as well as how agentic AI can deliver on the promise of seamless omnichannel experiences at scale.

Let’s look at some of the ways that synthetic personas and research can enable quicker—and better—insights.

This article was written by Greg Kihlström for CMSWire. Read the full article here.