Isabelle Zdatny, Head of Thought Leadership at the Qualtrics XM Institute, shares her deep expertise in customer and employee experience management. She discusses the drastic shift from annual surveys to real-time feedback, emphasizing the need for continuous insight management. The conversation highlights the vital role of AI in transforming customer experience and handling unstructured data. Zdatny also underscores the necessity of strategic planning for CX professionals to thrive in an ever-changing business landscape.