PROGRAM FORMAT AND HOSTS

XM Pulse, is a quarterly live broadcast series designed to deliver cutting-edge research, market intelligence, and insights to experience management leaders, innovators, and change-makers around the globe. Blending thought leadership with real-time dialogue, XM Pulse will feature live sessions with industry veterans Rich Groom, Janani Venkataraman, and Funda Whitaker, bringing fresh perspectives on emerging trends, customer experience, innovation strategy, and organizational growth. Each broadcast is built to foster engagement, inviting audiences to move beyond static reports and into interactive conversations that matter.

The inaugural co-hosts of XM Pulse include:

• Rich Groom, Partner, Chief Executive Officer of Sparks Research
• Janani Venkataraman, Director, Research & Insights of BILL
• Funda Whitaker, VP, Strategic Insights of InMoment

EPISODE DESCRIPTION

Defining Experience (X): A Global Evolution by the XM Global Collaborative explores how experiences shape human perception, decision-making, and organizational success across cultures and time. The report traces the evolution of experience management—from relationship-based trade to today’s AI-driven digital age—emphasizing that meaningful experiences integrate thoughts, emotions, and cultural context. It highlights global perspectives such as Omotenashi, Ubuntu, and the Seventh Generation Principle, offering frameworks for human-centered, sustainable design. Modern experience management connects customer, user, and employee experiences through understanding, design, and measurement. Looking ahead, the report identifies intelligence amplification, digital-physical integration, and global consciousness as key forces transforming experience creation.

The episode also features an interview with Lou Carbone, a pioneer of the experience management profession and an interactive Q & A session with the live audience.

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