We’ve entered an age where experiences are no longer designed in cycles - they unfold in real time.

In this episode, Gordon Ching sits down with Jeff Gelfuso, SVP, Chief Product and Experience Officer at Qualtrics, to explore how AI and real-time intelligence are reshaping experience management.

Jeff describes this age of AI as a time when consumer expectations for immediacy are colliding with a growing demand for trust and transparency. He explains how design and technology teams are working differently, breaking down silos, connecting feedback loops, and empowering people to respond to insights as they emerge. At Qualtrics, this shift from reactive measurement to always-on experience intelligence is transforming how they understand both customers and employees.

For Jeff, the future of experience leadership lies in designing with AI, not just for it - using automation to elevate human judgment, creativity, and empathy. He challenges organizations to move beyond efficiency metrics and embrace curiosity, anticipation, and purpose as guiding principles for innovation.

Podcast Recorded in September 2025

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