Eckhart is one of Europe's leading voices in Jobs to Be Done and customer progress thinking. He pioneered The Wheel of Progress® framework and Customer Progress Design® — both used by organisations across industries to move beyond surface-level customer understanding.Before founding unipro solutions, Eckhart served as Curriculum Architect for Marketing Excellence at Microsoft. He has lectured at RheinMain University, contributed to the German edition of Clayton Christensen's *Competing Against Luck*, and co-authored *CX-PRO - Beyond the Basics*. Eckhart is Co-Chair of Education & Learning at XMGC and, together with colleague Mikko Mannila, developed the first Customer Intelligence Brain.
I Interviewed 9 Members and Built a Brain That Gives XMGC Superpowers
What happens when you take nine interviews with XMGC members from around the world, structure every pain, customer job, and desired outcome into a knowledge graph - and then connect an AI agent to it? You get superpowers. This session tells the story of how I built a Customer Intelligence Brain for the XMGlobal Collaborative - from raw interviews to a live, queryable evidence layer. Attendees will see, in real time, how one structured data set powers outputs that would normally take weeks: a member pain heat map, resource-to-job mapping, and hyper-individualized support plans. No slides. Just a live system doing what XM teams wish they could.
Key Takeaways:
- How 9 interviews became a structured knowledge graph capturing the causal "why" behind member decisions
- What an AI agent can do when it reasons over causal evidence instead of raw transcripts — live demonstration included
- How to generate pain heat maps, resource mapping, and individualized support plans from a single evidence base
- How XM teams can to move from scattered insights to compounding, AI-ready customer intelligence