Qualtrics CEO on How AI Agents Are Changing Experience Management

In this episode of the Tech Disruptors podcast, Anurag Rana interviews Zig Serafin, CEO of Qualtrics, discussing the company's history, including its acquisitions and transitions to and from being a public entity. Serafin explains Qualtrics' experience management platform, emphasizing its focus on understanding and improving customer and employee experiences by using research sciences and AI. He differentiates Qualtrics from CRM and HR systems by highlighting its focus on "why" things happen, rather than just "what" happens, and discusses the company's AI strategy, including the development of experience agents that work alongside human and transactional agents. The conversation also covers the impact of economic factors, the use of AI in market research, and Qualtrics' business model, which is based on usage and value. They also touched upon Qualtrics' partnerships, including one with LangChain, and its work in both the private and public sectors.