Luke Williams is head of customer experience at Qualtrics and an award-winning researcher and best-selling author (The Wallet Allocation Rule and Why Loyalty Matters). A statistician and methodologist by training, Williams is a thought leader in customer experience, client satisfaction, client loyalty, client ROI, strategy and analytics. His work has appeared in many academic and trade
publications; he was co-author of a Harvard Business School case study.
Customer Experience
Believing Any of These 4 Customer-Experience Myths Could Sink Your Brand
There's a reason why Adidas' Boston Marathon 'congratulatory' email didn't kill the brand.