Latest news with #BradAnderson
Geek Wire
3 days ago
- Business
- Geek Wire
How AI is changing the way companies listen and build, with Brad Anderson of Qualtrics
Brad Anderson at Qualtrics Tower in Seattle, where he sat down to talk about AI, product development, and customer experience for a new episode of the GeekWire Podcast. (GeekWire Photo / Todd Bishop) This week on the GeekWire Podcast, my guest is Brad Anderson — an engineering and product leader who spent more than 17 years at Microsoft. For nearly five years, he's been at Qualtrics, the experience management technology company, where he's president of products, user experience, engineering, and security. I've known Brad for a while. In fact I've been a guest on two of his shows back when he was a leader in enterprise mobility and cloud technology at Microsoft, when it was all the rage for executives to have their own video shows. There was 'Lunch Break with Brad Anderson,' where he drove his guests around the streets of Redmond in his Tesla. And there was 'The Ship Room,' where he talked about the cloud transformation and played games with guests, challenging me to distinguish real startups from fake ones. Qualtrics, acquired in a private equity deal in 2023, has dual headquarters in Seattle and Provo, Utah. For this week's show, I went to the Qualtrics Tower in Seattle to talk with Brad about how he thinks about building tech today, and how AI agents are changing the experiences the company creates and measures. He also discussed the importance of security in the AI era. (Qualtrics announced a key security milestone this week.) In the final segment, I turned the tables on Brad with a game about cloud and AI terms called 'Real or Ridiculous' (see below). Listen to the end to play along. But first, he reminded me about the random case of mistaken identity that brought us together in the first place, back in the day. Listen to the episode to hear the story, and continue reading for highlights from his comments, edited for context and clarity. On the unprecedented pace of AI innovation: 'My team sends out a summary of what changed in the last seven days every single Monday to the engineering team, because it's moving that fast. I've never seen anything like that.' How AI is transforming customer feedback: 'Worldwide right now, when someone starts a survey, the completion rate is 75%. … With our Gen AI enabled surveys, what we call conversational feedback, it increases to 83%. … When we ask the follow-up question, we get 30 times the number of words back in the second response. And so with generative AI, we've been able to increase the amount of data coming back by 10%, and double the quality.' On AI's impact on engineering productivity: 'What we're seeing right now is, Cursor is literally generating millions of lines of new code for us. Of course, it's AI generated, human-reviewed, human approved, human corrected. But 45% of all that code that's being generated, we're checking into the product.' The changing shape of engineering organizations: 'I think, as an industry, there will be fewer entry level [positions]. If a typical pyramid for an engineering organization is that 20%, 15% of their engineers are entry level, that probably goes down by 3% to 5% over the next couple years.' On trust as the key to AI success: 'If you ask yourself the question, who are going to be the organizations that are going to thrive in this world of AI, I would argue it's going to be the organizations that business leaders trust.' On using AI to accelerate decision-making: 'I've spent hours and hours inside of ChatGPT just asking questions such as, 'Hey, if you were the president of a 1,500-person organization with revenue in the multiple billions … what would you do if you wanted to significantly increase the capabilities and the skill set of the engineering team in AI? … It may not have all the answers, but boy, it puts things in your mind, it gives you ideas.' And here's the quiz that I gave Brad in the final segment, which I created with help from ChatGPT, Claude and Gemini. Listen to the show to hear the answers. Real or Ridiculous? Are these cloud and AI buzzwords real industry terms, or just expertly crafted nonsense? Quantum Cloud Orchestration: A system that manages and schedules workloads for quantum computers hosted in the cloud. Federated Learning: A machine learning approach where a shared model is trained across multiple decentralized devices or servers, keeping data local. Cognitive Load Balancing: An advanced load balancing technique that uses AI to predict and distribute network traffic based on the cognitive state of individual users. Serverless AI Inference: Running AI model predictions without managing the underlying servers, scaling automatically based on demand. Hyper-Personalized Edge AI Microservices: A highly granular AI architecture that delivers customized intelligent services directly on edge devices, tailored to individual user preferences in real time. Sentient Cloud Nexus: A fully autonomous cloud infrastructure capable of self-awareness and independent decision-making, optimizing its own operations without human intervention. Emotion-Centric Journey Taxonomy: A proprietary framework for categorizing user sentiment patterns across multi-channel experience touchpoints, enabling micro-adjustments to brand resonance in real time. Real or ridiculous? Listen to the final segment to play along and hear the answers. Subscribe to GeekWire in Apple Podcasts, Spotify, or wherever you listen. Audio editing by Curt Milton.
Malaysian Reserve
22-07-2025
- Business
- Malaysian Reserve
Singapore Airlines Enhances Customer Experience Analytics with Qualtrics
SINGAPORE, July 21, 2025 /PRNewswire/ — Qualtrics, the leader and creator of the experience management category, today announced that Singapore Airlines (SIA) is using its solutions to enhance its collection, processing, and analysis of customer responses, enabling deeper insights across multiple feedback channels. The three-year agreement supports SIA's efforts to better understand customer concerns and preferences through research, data analytics, and artificial intelligence (AI). This approach allows SIA to gather comprehensive customer experience data across multiple channels, helping identify evolving preferences and address concerns across various touchpoints. 'Singapore Airlines uses Qualtrics' text analytics to process and analyse customer feedback from multiple channels. By integrating advanced analytics with our customer experience strategies, we can better understand our customers' evolving expectations, address their needs more effectively, and enhance their end-to-end journey with Singapore Airlines,' said Melvin Ng, Vice President of Customer Experience at Singapore Airlines. SIA is also exploring how to leverage Qualtrics' GenAI capabilities to enhance analysis of open-ended customer feedback. This would help the airline extract more meaningful insights from written comments and suggestions to improve the customer travel journey. 'Companies that deliver great experiences build deeper relationships with their customers, and today's market leaders are proven to have made this a greater priority over the last three years,' said Brad Anderson, President at Qualtrics. 'As consumer feedback habits evolve, thousands of leading organisations across the world, including Singapore Airlines, are using Qualtrics to understand and improve their customer experience with omnichannel insights captured across the customer journey. These rich insights provide companies with intelligence and capabilities they need to win now and in the coming era of agentic AI,' Anderson concluded. About Singapore AirlinesThe Singapore Airlines (SIA) Group's history dates to 1947 with the maiden flight of Malayan Airways. The airline was later renamed Malaysian Airways and then Malaysia-Singapore Airlines (MSA). In 1972, MSA split into Singapore Airlines and Malaysian Airline System. Initially operating a modest fleet of 10 aircraft to 22 destinations in 18 countries, SIA has since grown to be a world-class international airline group that is committed to the constant enhancement of the three main pillars of its brand promise: Service Excellence, Product Leadership, and Network Connectivity. Singapore Airlines is the world's most awarded airline. For more information, please visit About QualtricsQualtrics is trusted by thousands of the world's best organizations to power exceptional customer and employee experiences that build deep human connections, increase customer loyalty, boost employee engagement, and drive business success. Our advanced AI and specialized Experience Agents allow businesses and governments to proactively interact with customers and employees in personalized ways across every channel and touchpoint, respond in-the-moment to fix or improve experiences, and stay across the latest market trends and opportunities. Contact: Tahra De Souza Lane, press@
Techday NZ
21-05-2025
- Business
- Techday NZ
Qualtrics named leader in employee experience platform ranking
Qualtrics has been named a Leader in The Forrester Wave: Employee Experience Management Platforms, Q2 2025. The independent Forrester report assessed 12 service providers, examining a variety of criteria in areas including Strength of Offering and Strength of Strategy. Qualtrics received the highest possible score across 16 different criteria, which included features such as surveys and solicited feedback, data analysis and correlation of results, privacy and confidentiality, data visualisation and dashboards, AI-driven analysis and natural language processing, as well as vision, innovation roadmap, and partner ecosystem. The company was also rated highly on supporting services and offerings, digital exhaust and unsolicited feedback, social media and third-party data, the democratisation of insights and data, customer experience analysis and correlation, implementation and deployment, and coverage of multiple languages and geographies. According to the Forrester report, Qualtrics "achieved above average customer feedback" and demonstrated particular strengths in its surveying tools and analytics capabilities. The report further stated, "Qualtrics' strengths come from a rich set of surveying capabilities with myriad targeting, deployment and triggering options…[It] offers powerful analytics suitable for data scientists, with customisable dashboards and reports for business users. Qualtrics uses AI to analyse comments and to look for trends like attrition risk, while offering recommendation." Forrester also noted Qualtrics' ongoing expansion into new capabilities: "By expanding from surveys into multichannel passive listening that produces meaningful insights from unstructured internal and external social sources, the company can offer deeper insights into employee experiences and how they relate to business outcomes." The evaluation highlighted the ability for organisations to analyse customer and employee experiences together. The report stated, "Customers also like being able to analyse CX [customer experience] and EX [employee experience] together to spot patterns and correlations, which helps them to improve business outcomes." Brad Anderson, President of Product and Engineering at Qualtrics, commented on the company's position in the report: "Organisations that create superior employee experiences financially outperform their competitors, and the best companies are increasingly investing in their employee experience with Qualtrics. Our recognition as a Leader by Forrester underscores for us our strong market presence and innovative AI capabilities that allow organisations to build engaged, productive, and high performing teams, increase employee retention, and enhance manager and team effectiveness." Qualtrics' XM for Employee Experience suite is designed to help organisations collect and analyse a wide range of employee feedback, using the resulting insights to recommend and implement actions that improve factors such as engagement, satisfaction and productivity. The AI-powered tools offered include Qualtrics Assist for Employee Experience, Comment Summaries, and Conversational Feedback components, aiming to reduce bias and provide clear recommendations compiled from employee feedback data. The capabilities highlighted by the Forrester assessment reflect Qualtrics' growing suite of solutions developed to help businesses and governments analyse employee experience alongside broader organisational outcomes.
Yahoo
21-05-2025
- Automotive
- Yahoo
Terre Haute Casino holds Sprint Car meet and greet
TERRE HAUTE, Ind. (WTWO/WAWV)— The Terre Haute Casino is revving up the excitement before the big race, at the legendary Terre Haute Action Track. Tuesday evening, the casino hosted a Sprint Car Racing meet and greet event. Those who attended got to meet the stars of the Sprint Car world with an insider Q and A, photo ops, and giveaways. Attendees also got the chance to receive a discount voucher for the upcoming race. Sprint Car Driver Charles Davis Jr. said he has been racing since he was a kid. 'Just a family thing and I've been doing it for quite awhile too. I was working the year of 93, so that was a little while ago. And still love it everyday,' Charles Davis Jr. said. 'We're just trying to keep things going. Not as many races as we use to do, but we're getting our feet wet and learning, and that's what we're here for,' Assistant Director Brad Anderson said. The race will be held tomorrow, and tickets can be purchased on the Vigo County Fair's website. Copyright 2025 Nexstar Media, Inc. All rights reserved. This material may not be published, broadcast, rewritten, or redistributed.
Yahoo
07-05-2025
- Business
- Yahoo
Qualtrics' president of product has a vision for agentic AI in the workplace: 'We're going to operate in a multiagent world'
Brad Anderson is the president of product, user experience, and engineering at Qualtrics. Courtesy of Qualtrics Qualtrics, which collects data on consumers, employees, and brands, is leaning into agentic AI. Its product president said the tech helps companies act on feedback faster and make better decisions. This article is part of "CXO AI Playbook" — straight talk from business leaders on how they're testing and using AI. Brad Anderson, the president of product, user experience, and engineering at Qualtrics, an $11 billion company that helps businesses collect and analyze data, believes organizations are at a turning point in how they apply AI. "AI is no longer just in the back office," he told Business Insider. "It's front and center in every customer and employee conversation, and it's being brought to organizations in ways they can tangibly see and benefit from." At the heart of this shift is agentic AI, he said. While generative artificial intelligence helps companies interpret data to better understand customer behaviors and trends, agentic AI goes a step further by "unlocking action at scale," Anderson said. This allows businesses to respond to those insights quickly and effectively. Last year, for example, Qualtrics, which made its name in customer surveys, introduced conversational feedback, using AI to analyze responses and generate real-time follow-up questions. Today, the company works with over 20,000 customers across industries — including tech, retail, and airlines — and is using agentic AI to help them turn feedback into actionable insights and respond more effectively. Some organizations are leading the way, while others are more cautious. "Some are carefully evaluating how it benefits their customers and employees," Anderson said, "while others see it as transformative not just for their business but for the world — and they're eager to get after it." BI spoke with Anderson about how companies could use agentic AI. The following has been edited for clarity and length. You say that agentic AI drives "action at scale." Can you give an example? Imagine an airline passenger's flight is canceled and they're unsure about the refund process. When they respond to a survey, they might say, "I searched online but still don't know if I'll get my money back or just a credit." With agentic AI, we personalize responses in the airline's tone and act based on the customer and their situation. Instead of a generic reply, the system confirms refund eligibility, gives a timeline, and tailors responses based on loyalty status and lifetime value. A highly profitable, loyal customer gets a different experience than someone who booked through a discount site. This turns a routine survey into a real-time service, resolving issues instantly.
