Zig Serafin

CEO of Qualtrics since 2021, after joining the company in 2016 as COO. He was previously corporate vice president at Microsoft, where he led the enterprise collaboration services business that became Microsoft Teams.

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May 8, 2025 • 40min

Qualtrics CEO on How AI Agents Are Changing Experience Management

Zig Serafin, the CEO of Qualtrics, shared insights on enhancing customer experience through AI and data analysis. He emphasized the importance of understanding customer behavior to navigate market uncertainties. The discussion delved into the role of autonomous AI agents in providing seamless service while driving operational effectiveness. Serafin highlighted the evolution of experience management and its transformative potential, stressing how interconnected AI can foster better relationships and strategic decision-making across industries.

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