Are you drowning in feedback and still struggling for progress? In this bonus episode, we're bringing you more conversations from the Qualtrics X4 Summit 2026 in Seattle. These conversations tackle the same problem from different angles: how to turn customer and patient feedback into real operational change, and how to protect trust as AI becomes part of the workflow. If you collect surveys, run a CX program, or lead a healthcare team, this one is about what happens after you hit “export.”

First, we talk with leaders from Trillium Health Partners about redesigning their patient experience measurement: Kerry Kuluski, Research Chair in Patient and Family-Centered Care, and Adam Gdyczynski, Senior Corporate Lead, Patient Experience Measurement and Planning. They share how moving from paper and call-center methods to modern digital surveying helped drive an 880% increase in survey responses, plus what they did next to avoid being buried by the volume. We dig into practical tactics like shorter surveys, QR codes on after visit summaries, and using iPads to improve access in areas with lower electronic response rates. We also get into why equitable care depends on knowing who is responding, and how demographic and cultural insights can inform smarter decisions while supporting patient and family centered care.

Then we shift to the trust layer with Qualtrics Chief Security Officer Assaf Keren. We unpack why trust is more than security, why shortcuts create incidents, and why transparency matters when things go wrong. We also get specific about AI governance: third-party risk, building guardrails, managing data access, and keeping a human in the loop when risk is high or confidence is low.

If you want to turn insights into action without losing the human side, listen now. After you finish, subscribe, share this with a teammate, and leave a review with your biggest takeaway.

Follow Kerry Kuluski on LinkedIn: https://www.linkedin.com/in/kerry-kuluski-a9791b227/

Follow Adam Gdyczynski on LinkedIn: https://www.linkedin.com/in/adam-gdyczynski-mba-che-83100635/

Follow Assaf Keren on LinkedIn: https://www.linkedin.com/in/assafkeren/

Resources Mentioned:
Qualtrics -- https://www.qualtrics.com/
Order your copy of Experience Is Everything -- http://experienceiseverythingbook.com
Learn more about CXI Membership™ and apply -- http://CXIMembership.com
Experience Investigators -- https://experienceinvestigators.com

Enjoyed the show? Subscribe, share with your team, and leave a quick review to help others find us. Leave your review at ratethispodcast.com/xact.

Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie Walters, CCXP, CSP on LinkedIn!)

AI is moving fast, but most customer experience programs still get stuck in the same place: teams chase tools, dashboards, and “shiny” promises while the real work and the real problem stay fuzzy. We wanted a grounded conversation about customer experience strategy that actually holds up inside complex organizations, especially when trust, risk, and regulation are part of daily life.

Jeannie Walters is joined by Dr. Elizabeth ErkenBrack, Head of Strategy in the Office of the CEO at Qualtrics. They sat down at the Qualtrics X4 Summit 2026 in Seattle to talk about starting with the outcome you’re trying to achieve, defining who you’re designing for, and mapping the work that needs to change before you ever “plug in” AI. They get specific about where automation helps and where the human touch still matters most, particularly in vulnerable moments like healthcare, financial services, and other deeply personal journeys.

They also dig into the ROI side of experience management: how to shift from CX as a cost center to CX as an investment, how to connect NPS and CSAT to action, and how to tie experience improvements to attributable revenue through churn, retention, conversion, and operational changes. A key takeaway is governance: measurement and execution often sit in different silos, and bringing them into lockstep is an executive decision. If you’re trying to make CX “count” in the C-suite, this gives you language and structure that leaders can align around.

If this helped you rethink how you’re framing your next CX initiative, subscribe, share this episode with a teammate, and leave a review so more people can find it.

Follow Elizabeth ErkenBrack on LinkedIn: https://www.linkedin.com/in/elizabeth-erkenbrack-phd-380b5b30/

Resources Mentioned:
Qualtrics -- https://www.qualtrics.com/
Order your copy of Experience Is Everything -- http://experienceiseverythingbook.com
Learn more about CXI Membership™ and apply -- http://CXIMembership.com
Experience Investigators -- https://experienceinvestigators.com

Enjoyed the show? Subscribe, share with your team, and leave a quick review to help others find us. Leave your review at ratethispodcast.com/xact.

Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie Walters, CCXP, CSP on LinkedIn!)

Some of the biggest CX breakthroughs don’t come from bigger budgets, they come from sharper thinking about trust, value, and what people actually feel in the moment. We’re sharing a special Women’s History Month collection of insights from Dr. Amy Climer, Ovetta Sampson, Camille Kremer, Neen James, and Brooke Sellas, each bringing a different lens on customer experience leadership, innovation, and connection.

We start with a future-facing question: when AI shows up on the screens inside our cars, is it there to help the driver or to sell to them? Amy challenges us to treat creativity as “novelty that is valuable,” and to judge value from the customer’s perspective, not the company’s. From there, Ovetta gets candid about generative AI, chatbot hallucinations, and why “set it and forget it” is a fast track to broken customer trust. If you’re building AI into customer support, you’ll hear why rigorous testing and ongoing oversight are now core CX operations.

Camille breaks down expectation setting as the hidden equation behind loyalty: customers invest, brands deliver or don’t, and trust is the outcome. Neen reframes luxury as a mindset where experiences matter more than things, anchored in making people feel seen, heard, and valued. Brooke closes the loop for social media and content marketing: content is the vehicle, emotion is the destination, and connection beats chasing a single “big win.”

If this sparked new ideas for your CX strategy, subscribe, share this with a CX leader on your team, and leave a review so more people can find the show.

Experience Action Episodes Mentioned:
CX Pulse Check – February 2025
CX Pulse Check – May 2025
CX Pulse Check – August 2025
CX Pulse Check – September 2025
CX Pulse Check – November 2025

Resources Mentioned:
Order your copy of Experience Is Everything -- http://experienceiseverythingbook.com
Learn more about CXI Membership™ and apply -- http://CXIMembership.com
Experience Investigators Website -- https://experienceinvestigators.com

Enjoyed the show? Subscribe, share with your team, and leave a quick review to help others find us. Leave your review at ratethispodcast.com/xact.

Want to ask a question? Visit askjeannie.vip to leave Jeannie a voicemail! (And don't forget to follow Jeannie Walters, CCXP, CSP on LinkedIn!)