From Surveys to Signals: The AI Revolution in Experience Management

Aug 5, 2025

In this engaging discussion, Brad Anderson, President of Products at Qualtrics, shares his journey from Microsoft to revolutionizing experience management. He dives into how AI is transforming customer and employee feedback from mundane surveys into real-time insights. Anderson highlights the challenges of data privacy while illustrating AI's potential to enhance personalization and productivity. Tune in for enlightening takes on the evolution of feedback systems and the future of making business more human!

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ANECDOTE

From Microsoft To Mission

Brad Anderson left Microsoft to pursue Qualtrics' mission to improve the human experience.
He now leads product, UX, engineering and values blending tech with behavioral science.

INSIGHT

Surveys To Omni-Channel Actions

Brad Anderson says experience management moves from survey insights to omni-channel listening and AI-driven actions.
This shift focuses on real-time, proactive responses rather than passive dashboards.

INSIGHT

Feedback Volume And Loop Failure

Brands receive tens to hundreds of millions of feedback items yearly and cannot humanly follow up.
Brad Anderson says closure rates are in the low single digits, revealing a massive opportunity for automation.

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Host: Steve Boese, Trish Steed

Guest: Brad Anderson, President of Products, UX, Engineering & Ecosystem, Qualtrics

Welcome back to the System of Record!

In this episode, hosts Steve Boese and Trish Steed dive into the transformative power of AI in customer and employee experience management with Brad Anderson of Qualtrics. On the show we discuss how AI is revolutionizing the way organizations listen, understand, and act on customer and employee feedback, moving from traditional survey-based insights to real-time, AI-driven actions. Listen in to learn about the challenges and opportunities in adopting AI technologies and how they are reshaping the landscape of enterprise tech. You will take away some great insights into the future of experience management and the pivotal role AI plays in making business more human.

Key highlights:

The role of AI in transforming experience management

Qualtrics' mission to improve the human experience

The evolution of feedback systems from surveys to AI-driven insights

Challenges and opportunities in data privacy and security

The impact of AI on productivity and personalization in enterprise tech

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