5 CX milestones that will define the next decade
January 22, 2020 / 10:00 am PT / 11:00 am MT
10 years ago, customer experience wasn’t a C-Suite topic. Now, the C-Suite won’t stop talking about it. Join us as Luke Williams, Head of CX Strategy, breaks down why CX professionals have had so much success over the last decade – and why the future is even brighter.
Head of CX Strategy
Luke Williams is Head of Customer Experience (CX) at Qualtrics and is an award-winning researcher and author of a New York Times and USA Today bestseller (“The Wallet Allocation Rule”), and a Bookscan bestseller (“Why Loyalty Matters”). A statistician and methodologist by training, Luke is a thought leader in the space of customer experience, client satisfaction, client loyalty, client ROI, strategy, and analytics. His work has appeared in many academic and trade publications, including co-authorship of a Harvard Business School Case Study.