Qualtrics’ announced their new Experience Agents™, a series of highly specialized AI agents that utilize agentic AI. With the launch of their Experience Agents, brands will be able to go further and autonomously take action on those insights in real time. One of the most interesting ways that they are applying their new agentic capabilities, particularly when it comes to building connections with customers and acting in the moments that matter, is what they have done within their core surveying product. Their new conversational feedback capability allows them to adapt survey questions in real time based on customer responses, particularly if the responses are incomplete or partial, and then, based on that insight, take action to help resolve the customer’s problem. According to Brad Anderson, President of Products, UX, and Engineering at Qualtrics, this allows their customers to not only add 7% points to their survey completion rate but also enrich the quality of data that they collect by around 40% as a result of their adaptive approach. That is not insignificant, especially when you consider that the average response rate to a customer feedback request is sub 10%, with some organisations operating with a completion rate in the 3-4% range. The ability to act on that feedback empathetically and in real time is a capability that will help brands build better connections with their customers. That, as CEO Zig Serafin points out, is where the big opportunity lies for those wanting to deliver great customer experiences.