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Luke Williams

Guest Writer

Head, Customer Experience (CX) at Qualtrics; Author

About Luke Williams

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.

More From Luke Williams

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.

6 min read

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