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.

Fast synthetic research is easy. Trustworthy research is a bigger challenge. Our purpose-built model predicts real survey responses 12x more accurately than general-purpose #AI. @Greenbook shares why it matters: greenbook.org/insights/artif…

Meet Robert Henson, who will build a new corporate sales division at @Qualtrics from the ground up. He will be recruiting and developing a team of directors and account executives focused solely on growing our customer base. This work is important because it means more organizations gain access to Experience Management sooner. Nearly 15 years in enterprise SaaS, including almost nine years at Workday building the Workday GO motion from the ground up, taught him how to establish a go-to-market engine that scales without losing sight of the customer. His standard for the team is simple: Teams that sharpen each other build sharper solutions for the people they serve. That's the goal. Welcome to the team, Robert.

The pressure across the healthcare industry is real: staff shortages, administrative overload, and patients needing access now. Every patient who can't complete a booking or prep step results not just in a missed appointment, but in delayed care or a worsening condition. All while trust in the system quietly erodes. AI's potential to transform patient care isn't in question. What's harder is retaining the human connection that defines quality healthcare, while using technology to enhance it. The work we are doing with @CHNw proves that healthcare organizations don't need to choose between AI efficiency and human touch. We built an ecosystem where both can work together. For example, our @Qualtrics Experience Agents can help with everything from patient appointment scheduling to creating action plans for caregivers. What used to take hours now takes minutes, and confusion can be caught before it becomes an abandoned appointment. Grateful to be working with Community Health Network to improve patient experiences as we look to revolutionize the future of healthcare.

At @THP_hospital, better surveys weren't the goal. Acting on them was. Our real-time #XM tools helped it increase response rates by 907% and turn vague feedback into insights staff can act on. See how it's turning feedback into frontline change: qualtrics.com/articles/custo…

Join me in welcoming Matthew Gilmartin as @Qualtrics new General Counsel. Matt will lead our global legal strategy, advising on commercial, product, data, AI, privacy, and regulatory matters as we scale the future of XM. He brings more than two decades of experience, including senior leadership roles at IQVIA and top law firms. His words say it all. "Organizations shouldn't have to choose between speed and security. I'm joining Qualtrics because I see the value we can provide by helping organizations unlock the full potential of Experience Management through a faster, more secure approach to AI." Great work is ahead. Read more from Matt: qualtrics.com/news/qualtrics…

Our partnership with @StanfordHealth is one I'm really proud of. Together, we built #AI agents that automatically turn predictive insight into action before a coordination gap ever reaches the patient. Close the gap between spotting a problem and solving it. At @Qualtrics, that's the goal. Empower healthcare providers to take action and free them up to focus on what matters most: building relationships with the people they care for.

Cleared for take-off: customer experience at scale. Working alongside @flyscoot, we're bridging customer insights and action with AI-powered Experience Management — smarter, faster decisions that elevate travel for millions. bit.ly/4q2veXR