Qualtrics, the pioneer and global leader of the experience management category, has introduced Experience Agents™, a new breed of AI-powered agents designed to transform customer and employee interactions at scale. Unlike traditional AI solutions focused solely on efficiency, Experience Agents actively engage with individuals in real time, delivering personalized, proactive, and empathetic responses that drive loyalty, enhance engagement, and generate valuable business insights, according to the company.

AI That Understands and Acts in the Moment

Built on Qualtrics’ deep expertise in human experience, Experience Agents don’t just process transactions—they engage meaningfully across every touchpoint. These intelligent agents can identify friction points and respond instantly, improving interactions as they happen. From addressing feedback in surveys and online reviews to intervening in customer support chats, Experience Agents step in with tailored solutions rather than deferring action for later analysis.

For example, if a sports fan reports slow food service at an NBA game, an Experience Agent can immediately recognize the concern, probe for details, and offer a resolution—all within the survey interaction—creating a seamless and satisfying experience.

A Shift from Reactive to Proactive Engagement

Qualtrics envisions a future where Experience Agents go beyond resolving immediate concerns. By leveraging past interactions, brand expertise, and industry context, these agents will anticipate needs and proactively engage with customers and employees, continually elevating the experience.

Zig Serafin, CEO, Qualtrics

“The best organizations trust Qualtrics AI to make every interaction count,” said Zig Serafin, CEO of Qualtrics. “Experience Agents mark a radical shift in experience management—bringing real-time, agentic engagement across billions of touchpoints, every channel, and every moment that matters.”

Industry leaders are already seeing the impact:

  • Lou Reinemann, Research Director, IDC: “Qualtrics continues to drive innovation, redefining customer experience and reshaping how businesses operate in a CX-driven world.”
  • Ilana Boyum, VP, Voice of the Customer, Fiserv: “Partnering with Qualtrics enables us to provide personalized, meaningful responses at scale, efficiently and consistently.”
  • Maggie Gentry, Director, Experience Analytics, Community Health Network: “By leveraging Qualtrics’ agentic AI, we remove barriers to care, improve access, and enhance patient outcomes.”
  • David Entwistle, President & CEO, Stanford Health: “Deploying agentic AI with Qualtrics strengthens our ability to understand and respond to patient needs, setting new standards in healthcare.”

Experience Agents Debut at X4 2025

Qualtrics will showcase Experience Agents at X4 2025, the company’s annual Experience Management Summit, kicking off Tuesday, March 18, 2025, in Salt Lake City. The event brings together top executives and industry leaders to explore how the world’s most successful brands are redefining customer and employee experiences.

This year’s speakers include:

  • Donna Morris, EVP & Chief People Officer, Walmart Inc.
  • Bill McDermott, Chairman & CEO, ServiceNow
  • Rob Swain, COO, KFC
  • Tonya Webster, Chief Customer Experience Officer, New York State
  • Rick Rubin, Influential Music Producer
  • Bozoma Saint John, Hall of Fame Marketing Executive
  • Danny Meyer, Renowned Business Leader

Attendees can attend over 100 sessions featuring insights from leading brands such as Hilton, adidas, Ford, Verizon, Google, LinkedIn, Workday, and more. Over 20 Qualtrics Partners, including Diamond Partners Bain, commonFont, and EY, will showcase solutions for maximizing experience management programs.

For more details on X4 2025, visit: https://www.qualtrics.com/x4summit/

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