Luke Williams, is a Senior Vice President & Senior Principal XM Catalyst at Qualtrics’ XM Institute. Luke Williams is an award-winning CX practitioner and a researcher, speaker, and thought leader at Qualtrics.
Articles written by Luke Williams
In conversation with Matt Dixon: Use unstructured data to give your CX program the edge it needs
Unstructured data is becoming an increasingly important part of a successful listening program. Luke Williams, Qualtrics XM Institute was joined by Matt Dixon, Chief Product and Research Officer of...
Contact Centers: The Last Line of Defense
Originally published on Forbes.com 78% of consumers permanently change how they feel about a company based on a single interaction with the contact center, according to this Qualtrics study of 2,00...
Employee experience is part of our nation’s recovery
Along with the annual cherry blossoms that adorn the nation’s capital, we see many signs for much-...
By Sydney Heimbrock // PhD
5 must-read market research books for 2021
Our list of the top books for market researchers and business leaders is in! We searched high and lo...
Qualtrics announces XM/OS, the operating system for experience management
A little over a year ago, businesses were faced with making tough decisions about how to keep their ...
By Brad Anderson