Qualtrics CEO Zig Serafin plans to invest $500 million in generative AI to make what he says is the world's largest database of sentiment more human and effective.
on AI over the next four years, Qualtrics CEO Zig Serafin already has an incredible asset to leverage: what he says is the world’s largest database of human sentiment. “We help companies understand their customers,” he says, “to know what customers are thinking, what they're feeling.”
Qualtrics does that by tracking how customers and employees react, consciously or unconsciously, at every touchpoint with the 18,450+ organizations that use his cloud-based software. Every product review, chat session, social media post or other interaction is captured as a unique ‘Experience iD’ — with 13 billion-plus of those IDs now recorded in its database.
Serafin came in to discuss what’s next for the company. A veteran of Microsoft, he joined Qualtrics seven years ago as COO, stepping into the CEO job in July 2020. He replaced longtime CEO
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