DISTINGUISHED PRINCIPAL XM CATALYST
Luke Williams is an award-winning CX practitioner, researcher, speaker, and thought leader at Qualtrics. Prior to Qualtrics, Luke was Vice President and global leader of AECOM's Client Care Program, managing their global client feedback and analytics function. Before AECOM, Luke spent eight years with the world's largest survey research firm rising to head of consulting and research methods. He has helped build, upgrade and execute more than 250+ customer experience programs that deliver measurable ROI. Luke is author of a New York Times and USA Today Bestseller (The Wallet Allocation Rule), a Bookscan Bestseller (Why Loyalty Matters) and a Harvard Business School case study. He has published dozens of academic and trade publications, including the Harvard Business Review and the Wall Street Journal. Luke received an MA in Research Methods from the University of Durham (UK).
Metrics: Recipes for Proving ROI and Elevating XM
The Four Causes of Customer Churn and What to Do About Them
Existing Metrics Aren't Enough for Customer-Centric Strategy
What's the Right Mix of O-Data and X-Data?