EP 49OneTAKE Live: The Science Behind Great CX
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OneTAKE Live: The Science Behind Great CX

With Luke Williams

Luke Williams
Senior Vice President & Distinguished Principal

Luke Williams is senior vice president and distinguished principal for the XM Institute at Qualtrics. He is an award-winning researcher and author of the New York Times and USA Today bestseller The Wallet Allocation Rule, as well as the BookScan bestseller Why Loyalty Matters. He is a global leader in customer and client insights, advanced analytics, research methods, and competitive strategy. Luke’s work has appeared in dozens of academic and trade publications, including the Harvard Business Review, The MIT Sloan Management Review, and The Wall Street Journal, and he was co-author of a Harvard Business School case study.

Prior to Qualtrics, Luke was the corporate vice president overseeing global client insights and analytics function at a Fortune 150 company. Prior to that, he held multiple roles at the world’s largest survey-based research firm as both the head of research methods and consulting.

Luke has helped design, implement, and mature more than 300 customer experience (CX) programs during his career.

EP49 December 7, 2020