jason maynard

Chief Executive Officer of @Qualtrics | Technology leader focused on AI, enterprise innovation, and exceptional experiences

[jason maynard @Jasonmaynard]

In business today, almost everything can be copied, except the way you make your customers and employees feel. Experience is the only true competitive moat.

That’s why we’re taking our flagship event to an entirely new level.

Formerly known as X4, welcome to XM: The Experience Management Summit.

We're also moving it to Las Vegas where we'll bring thousands of experience leaders together to tackle the Experience Gap and explore how AI can turn insights into trusted business outcomes.

I look forward to connecting with customers and sharing all the amazing offerings we've been working on.

Save the date and sign up for updates from @Qualtrics here: https://t.co/62HY3BWHfD

[jason maynard @Jasonmaynard]

Incredible to see how the U.S. Department of State is using @Qualtrics to transform one of the highest-volume transactions in government: renewing a passport.

A process that once took ~40 minutes on paper can now take about 10 minutes online. More than 4 million hours of collective customer burden have been eliminated since 2022, and customer satisfaction for the online renewal experience is above 90%.

The team used customer feedback to identify where people were getting stuck, connected those insights with behavioral and operational data, and implemented changes that made the experience meaningfully better.

That’s the power of Experience Management at scale. It's not about simply measuring what customers think. It's about turning these insights into trusted outcomes that make customers lives easier.

Look forward to the great government work we will continue to do. https://t.co/OjBYgr1pKl

[jason maynard @Jasonmaynard]

I'd like to give a big welcome to our new product marketing leader, Lisa Schwarz.

Lisa brings a remarkable track record of scaling product marketing and bringing complex technology solutions to life. Most recently, she led product marketing for cloud business solutions, ensuring product positioning, value propositions, and go-to-market strategies resonated deeply with customers and market needs.

As we continue to innovate and expand the XM platform, Lisa’s strategic vision and deep expertise in messaging and go-to-market execution will be instrumental in driving our next chapter of growth

Welcome to the @Qualtrics team, Lisa.

[jason maynard @Jasonmaynard]

Experience is the business, but safety is its foundation in healthcare.

Very proud of the work we did in Houston this week at our Executive Safety Summit, where we brought healthcare leaders together to discuss our shared commitment to Zero Harm 24/7.

Moving toward zero harm requires shifting from reactive interventions to high-reliability operating models rooted in smart processes, dedicated people, and powerful technology. AI has the potential to completely revolutionize healthcare and deeply impact people's lives. It's why Healthcare XM is so important to our vision for the future and what we hope to accomplish for patients, employees, and healthcare organizations alike.

Big thank you to our Chief Safety Officer Tejal Gandhi, MD for leading the charge towards Zero Harm 24/7, and to all our healthcare customers who committed to putting safety first.

Amazing to see what @Qualtrics + @PressGaney can accomplish together.

[Qualtrics @Qualtrics]

The mission: zero harm. 🚀

We're at @NASA with @PressGaney and our Executive Safety Summit leaders to explore how to maintain high reliability when the stakes are highest. #Qualtrics #ZeroHarm247

[jason maynard @Jasonmaynard]

Please join me in welcoming our new Chief Technology Officer, Mike Potter.

Mike is a true platform architect with 25+ years of deep technical expertise. Previously, he scaled engineering from 180 to 1,000+ people, migrated a monolith to a multi-tenant SaaS platform, integrated 13+ acquisitions onto a single architecture, helped grow revenue from $400M to $1.5B, and achieved much more.

As we deliver trusted outcomes powered by XM Data & AI, Mike brings what this next chapter demands: deep expertise in platform architecture, technical velocity, and proven leadership through complex enterprise transformations.

Important work is ahead. Welcome to @Qualtrics, Mike.
https://t.co/JHlYYVprsr

[jason maynard @Jasonmaynard]

Most companies can tell you what a customer felt last quarter. Very few can tell you what a customer is about to do.

@IntactInsurance is closing that gap. Its team is moving past scorecards and into prediction, using AI to spot the customers most likely to churn, then prioritizing who to reach first based on value, tenure, and how they're already behaving.

The old approach: run the analysis, hand teams a list, hope there's still time to act.

The new approach: let AI do the clustering in the moment it matters, so people can spend their time on what only people can do: building the specific, human response that turns a passive customer into an advocate.

This is the shift we talk about constantly: turning insights into action. This is what keeps customers and drives lifetime value. It's that simple.

Looking forward to what Intact and @Qualtrics do next.

Read more: https://t.co/kJf1S1c2yb

[Qualtrics @Qualtrics]

Most school districts collect data. Few can actually use it in real time. See how @APSVirginia, Oklahoma City Public Schools, and @carrollschools are using our XM platform to identify struggling students early, decrease admin work, and build trust within their districts.
https://t.co/en03GQ8dIT #Qualtrics

[jason maynard @Jasonmaynard]

Our Healthcare Executive Summit in Nashville brought into focus what @Qualtrics + @PressGaney can build together.

We introduced Healthcare XM, which combines decades of healthcare expertise, data, and benchmarks with the XM Data & AI Platform.

The opportunity goes beyond measuring experience by allowing healthcare organizations to see more of the patient and member experience, anticipate friction earlier, and act while there’s still time to improve the outcome.

Great to explore what this means with our incredible customers Tina Freese Decker of @CorewellHealth and Jeff Balser of @VUMCDiscoveries, product leaders Mark Hammond and Mike Thompson, and our healthcare leaders: Thomas Lee, MD, Chrissy Daniels, Jeff Doucette DNP, RN, FACHE, FAAN, Tejal Gandhi, MD, Adrienne Boissy, and David Shapiro.

Plus, congrats to Tom Lee for being named Executive Director of XM Institute.

Thanks to everyone who joined us both in Nashville and virtually. There’s a lot more ahead.

Watch on-demand below.

[Qualtrics @Qualtrics]

Future of XM: Healthcare Executive Summit https://t.co/yfQPYzsotW

[jason maynard @Jasonmaynard]

I’m proud to introduce Healthcare XM, powered by the @Qualtrics XM Data & AI Platform. Healthcare moves fast, and measuring only what has already happened in a dashboard isn't enough anymore.

Healthcare XM will comprise Clinical XM and Health Plan XM, allowing health systems and plans to simulate, predict, and deliver trusted outcomes.

Closing the Experience Gap means putting actionable insights directly into the hands of the people who can act on them, right in the moments that matter most.

Bringing @Qualtrics and @PressGaney together means we aren't just measuring the patient journey; we are building a future where every care experience is predictive, personalized, and deeply human.

Read more: https://t.co/3PkMrVaTrV

[Qualtrics @Qualtrics]

“We have to have it.” @VUMCDiscoveries President & CEO Jeff Balser explains how Healthcare XM will give organizations the real-time data they need to deliver quality care and improve patient loyalty through trusted, positive health outcomes. See how it works: https://t.co/NvRysYt9tv #Qualtrics

[Liz Miller @lizkmiller]

The big question @Qualtrics CEO @Jasonmaynard is asked about the @PressGaney acquisition: are #healthcare experience advisors going away?

"I want everyone to hear...we are amplifying and expanding."

(A person I'm sitting near: "Good." You could HEAR the room exhale.)

[Qualtrics @Qualtrics]

BIG NEWS: Reputation Experience is now a part of your XM suite. For most organizations, online reputation is scattered across disconnected agencies, review platforms, and listing tools, completely separate from the XM program. Now, it’s connected to the experience data that explains it. Turn it on today: https://t.co/EgOHba4kHp #Qualtrics

[jason maynard @Jasonmaynard]

Excited to extend our partnership with @ManCity as its Official Experience Management Software Partner.

Since 2021, we’ve worked alongside Man City to transform match day and digital feedback into actionable insights. Now, with the power of #AI, we're taking it a step further by helping the Club analyze fan and partner sentiment at scale and powering its next chapter of growth both on and off the pitch.

Here's to the Club's continued success. https://t.co/q57yFDLz5X

[Qualtrics @Qualtrics]

The best outcomes aren't decided in the moment, they're built long before. Our XM Data & AI Platform will simulate what's coming, predict needs before it's too late, and deliver outcomes you can trust. https://t.co/ArreM8LJc6 #Qualtrics

[Shashi Bellamkonda @shashib]

Saturday coffee thought.
I spent part of this week in the Utah Jazz training center, not a hotel ballroom.

@RyanQualtrics and @Jasonmaynard did the fireside.

Then Smith walked us through the building.

I keep thinking about how he talks about the crowd, he sees them as guests first, and an audience second.

Essay is here if you want the long version:
https://t.co/V4UEx0RknP

[jason maynard @Jasonmaynard]

Yesterday, we unveiled the next era of our platform and expanded the XM category.

I'm excited to introduce XM Data & AI: Simulation to test a decision before you make it. Prediction to know what one person is about to do, in time to change it. Trusted Outcomes to act, inside the rules an organization sets for itself.

Since it's built on the world's largest experiential dataset, context wins every time. Without it, AI is fast but blind.

We didn't build this to analyze the past more precisely. We built it to improve the human experience, in the moment it's happening.

I'm incredibly proud of the work we've done at @Qualtrics, and excited to see how our customers take advantage of our new offerings (including X-Loop Diagnostic Service and Reputation Experience, available now.)

Every organization now faces the same choice: keep measuring the gap, or start closing it.

This is just the beginning as we design the future together.

Learn more here: https://t.co/kHWdic4Xsi

[jason maynard @Jasonmaynard]

Great time in Seattle this past week working with Ken Hoang, Mark Hammond, Mark Gillett and the product/engineering leadership team building out the new XM experience ontology.