Luke Williams
Author Bio
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 attributed to Luke Williams
How to Find and Fight Bias in Your X-Data
Whether managing teams, measuring performance, evaluating opportunities, or deciding where to expand, identifying and tracking the right metrics is an essential part of an Experience Management (XM) p...
By Luke Williams, Moira Dorsey
Five Guiding Principles of Customer Recovery and Closing the Loop
Contrary to most assumptions, it is not catastrophic service failures that erode customer satisfaction and market value… it’s the little “everyday” negative experiences which best predict the ...
By Luke Williams
Metrics: Recipes for Proving ROI and Elevating XM
As the vision of XM proliferates across companies, there is little question that it provides essential value to firms in competitive markets. However, XM competes for attention and resources, so XM pr...
By Luke Williams
The Four Causes of Customer Churn and What to Do About Them
When customers churn, it hurts the bottom line, and it also hurts acquisition as negative word-of-mouth from churning customers hampers efforts to gain new ones. The biggest challenge to churn redu...
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...
By Luke Williams, Matt Dixon
What’s the Right Mix of O-Data and X-Data?
Achieving the Right X-Data and O-Data Mix Almost all large companies have robust O-data systems; it’s how they run their business. With the rise of XM efforts, an increasing number of organizations...
By Luke Williams
Three Analytical Tools That Every XM Leader Should Understand
I’ve worked with hundreds of companies to combine myriad analytical techniques with meaningful strategy and practical tactics. There are dozens of analytical techniques worth knowing, but there are ...
By Luke Williams