Unlike transactional AI agents that promise efficiency, Experience Agents are designed to interact directly with customers and employees. They are rooted in the unique ability of Qualtrics to understand the human experience. Experience Agents will interact directly with customers and employees in personalised, proactive and empathetic ways that increase loyalty, boost employee engagement, and drive greater business insights and opportunities. The specialised agents scale across every channel and touchpoint, respond in-the-moment to fix or improve experiences, and track market trends to pursue strategic opportunities.
With Experience Agents, companies no longer have to wait to take action from feedback from surveys, call centre chats, online reviews, and online interactions. Agents can step right into the customer interaction and resolve the issue in the moment in ways tailored to individual preferences and needs.
For example, a sports fan might leave feedback that the food service was slow at a recent game. Rather than follow up later, an Experience Agent will respond in real time within the survey to learn more about the problem, and resolve the issue with an on-brand response personalised to the fan.
In the future, Qualtrics expects Experience Agents to engage not only in moments of friction, but proactively based on previous interactions with customers and employees, brand expertise, and industry context. They will be able to anticipate needs and proactively engage with customers and employees to continually elevate the experience.
“The best organisations in the world trust Qualtrics AI today to make every connection count, and Experience Agents represent a radical shift in what’s possible from an Experience Management platform,” said Qualtrics CEO Zig Serafin. “Only Qualtrics has the deep human understanding and industry-specific expertise to power a true agentic experience across billions of touch points, on every channel, and in every moment that matters.”
“Qualtrics continues to show its innovative leadership with the introduction of Experience Agents to not only further improve customer experiences, but to make paradigm shifts in the way businesses can operate in the world where Customer Experience continues to be a priority,” said Lou Reinemann, Research Director, Voice of the Customer and Customer Success, IDC.
“Partnering with Qualtrics is allowing us to provide personalised, meaningful responses to our clients’ concerns at scale in an efficient and consistent way,” said Ilana Boyum, Vice President, Voice of the Customer and Customer Insights, Fiserv.
“Proactive intervention is key to connecting our patients with care and bolstering their engagement. By leveraging Qualtrics Agentic AI, we can anticipate patient needs, remove barriers to access, and create more seamless experiences; it’s what ensures better access, better experiences, and ultimately, better outcomes for our patients,” said Maggie Gentry, Director, Experience Analytics, Community Health Network.
“Leading the way in healthcare innovation means embracing the most advanced tools available. Collaborating with Qualtrics will enable us to deploy agentic AI to better understand and respond to the needs of our patients, reinforcing our commitment to setting new standards in care excellence,” said David Entwistle, President and Chief Executive Officer, Stanford Health.
Experience Agents on show at Qualtrics X4 2025
Qualtrics will introduce its new Experience Agents at the Qualtrics X4® 2025 Experience Management Summit, which kicks off in Salt Lake City on Tuesday. The annual event brings together thousands of C-suite executives, thought leaders, and Experience Management professionals to hear how the world’s leading brands are delivering business success by elevating the customer and employee experience.
This year’s X4 will feature keynote conversations with Donna Morris, Executive Vice President & Chief People Officer at Walmart Inc; Bill McDermott, Chairman and Chief Executive Officer of ServiceNow; Rob Swain, Chief Operations Officer at KFC; and Tonya Webster, Chief Customer Experience Officer for New York state; as well as influential music producer Rick Rubin, Hall of Fame Marketing Executive Bozoma Saint John, and renowned business leader Danny Meyer.
The three-day event includes more than 100 sessions from businesses including Hilton, adidas, Ford, Verizon, Google, LinkedIn, New Balance, Workday, Indeed, Roblox, Shake Shack and more. More than 20+ Qualtrics Partners will be at X4 2025 to showcase how attendees can drive value from their experience management programs, including Diamond Partners Bain, commonFont, and EY.
For more information visit: https://www.qualtrics.com/x4summit/
About Qualtrics
Qualtrics, the leader and creator of the experience management category, is a cloud-native software platform that empowers organizations to deliver exceptional experiences and build deep relationships with their customers and employees. With insights from Qualtrics, organizations can identify and resolve the greatest friction points in their business, retain and engage top talent, and bring the right products and services to market. Nearly 20,000 organizations around the world use Qualtrics’ advanced AI to listen, understand, and take action. Qualtrics uses its vast universe of experience data to form the largest database of human sentiment in the world. Qualtrics is co-headquartered in Provo, Utah and Seattle. To learn more, please visit qualtrics.com.
