Singapore – Qualtrics has expanded its senior leadership team to advance its AI strategy and strengthen its position in the experience management market. The company announced a series of appointments designed to accelerate innovation and help businesses achieve faster and more measurable returns from its AI-driven solutions.
Mark Hammond has joined Qualtrics as senior vice president for core AI, while Jeff Gelfuso has been promoted to senior vice president and chief product experience officer.
The new appointments coincide with a rise in enterprise adoption of Qualtrics’ AI offerings, which include Conversational Feedback, Experience Agents, and Qualtrics Edge Audiences. The company reported that a significant portion of its customer base now integrates these technologies into their operations to improve customer and employee experiences.
“Technology’s real value lies in how it enriches the human experience,” Mark shared.
He added, “AI is fundamentally reshaping every experience someone has with a company. Qualtrics’ technology, deep understanding of customers and employees, and purpose-built AI capabilities give organisations the tools to meet rising expectations and meaningful connections.”
In his new position, Mark will lead efforts to develop core AI technologies designed specifically for experience management. He brings decades of experience in AI, ML, and human-centred design, having previously founded Bonsai, an AI firm acquired by Microsoft, where he later held several leadership roles across AI and autonomous systems.
The latest appointments build upon Qualtrics’ US$500m AI investment announced in 2023. Qualtrics continues to expand its global team of experts in AI, ML, product design, and UX. This team is focused on accelerating product development, improving performance across generative and agent-based AI, and enhancing the overall UX for enterprises using the Qualtrics platform.
“We are accelerating our commitment to embed AI capabilities across our platform to deliver intelligent experiences at speed while keeping people at the centre—because that’s where real value is created,” Jeff explained.
Jeff, who previously led product and design teams at Workday, Meta, Amazon, and Microsoft, will now oversee Qualtrics’ integrated product, research, and design functions. His expanded responsibilities aim to ensure that the company’s technologies remain focused on improving human-centred experiences while scaling AI innovation across its platform.
Through these developments, Qualtrics continues to advance its global AI strategy, supporting enterprises in leveraging purpose-built technologies to enhance customer and employee experiences in an increasingly AI-driven market.
