Session Summary

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

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Bio

Eckhart Boehme 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 the XMGlobal Collaborative and, together with colleague Mikko Mannila, developed the first Customer Intelligence Brain.

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