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🎯 Experience Management Leadership Insights
Qualtrics Summit X4 | March 18, 2026 | 52 minutes
📄 Download Full Transcript (Original PDF)
Presenters
J
Jason (Speaker 1)
Qualtrics Executive / Host
DE
David Entwistle
CEO, Stanford Health Care
SM
Sandra Douglas Morgan
President, Las Vegas Raiders
Core Theme: The New Experience Gap
The experience gap is no longer between data and understanding — it's between understanding and outcomes.
AI now enables us to move from analyzing what happened last quarter to changing what happens in the next second — from "autopsy" to prevention.
Key Quotes
"AI is only as good as the context it has to work with. Without context, AI is fast but blind. You can get friction at scale."
"This isn't about technology replacing humans. This is really about enabling humans to care for other humans better." — Stanford Health Care
"Technology moves us faster. Data helps us decide, but people create trust." — Sandra Douglas Morgan
"How do we scale technology without losing our humanity? The answer lies in three interconnected commitments: to your customers and fans, to your employees, and to your partners."
The Airline Story: "Auto-Magical" Moments
Scenario: Speaker 1's family was trying to fly back from LaGuardia during a storm to make their son's high school football game. Flights were canceling, chaos ensued.
What happened: The airline's AI system — with context (30 years of loyalty data + real-time chat) — automatically rebooked them BEFORE they had to complain. A gate attendant met them with paper tickets for their connection.
The lesson: Every customer should get this level of proactive, contextual service. Don't save it only for top-tier loyalty members.
Stanford Health Care: AI in Healthcare
CEO David Entwistle's Story
15 years ago, he crashed during a triathlon, suffered traumatic brain injury, and woke up in his own hospital's neuro-critical care unit — without memory. This personal experience transformed how he views patient experience.
Key Healthcare Statistics
- Physician visits average 17 minutes, but patients wait 29 minutes
- Patients spend ~1 full work day/month just scheduling, billing, and referrals
Stanford Initiatives
- CI Care Rounds: Monthly leader rounds with patients, real-time AI-driven feedback routing
- Project BLUE: AI-driven platform (starting with cancer care) to remove fragmentation, anticipate problems before they happen
- Samira's Journey: One cancer patient had 123 appointments, 18 infusions, 5 biopsies, 25 specialists in 18 months — compared it to "being dropped on a dangerous hike with no map"
Las Vegas Raiders: Sandra Douglas Morgan
Three interconnected commitments for scaling technology without losing humanity:
- Commitment to customers and fans
- Commitment to employees
- Commitment to partners
Session Keywords
Customer experience, AI integration, real-time feedback, human moments, healthcare innovation, patient navigation, employee experience, Qualtrics platform, data analytics, predictive modeling, customer loyalty, operational efficiency, personalized care, event management, leadership in change
Guide created: March 18, 2026 | Source: Experience_Management_Leadership_Insights.pdf