Luke Williams

Senior Director, CX Measurement & Insight Strategy Microsoft

Luke Williams, an esteemed figure in the field of customer experience (CX) and voice of customer (VOC) strategy, boasts a distinguished career marked by his standing as a NY Times bestselling author and his current position as the Head of CX Measurement and Insights at Microsoft. His professional trajectory encompasses pivotal roles at Qualtrics and Ipsos, where he meticulously directed over 300 CX, VOC, and market research programs, consistently yielding noteworthy returns on investment (ROI). Williams's literary contributions, including acclaimed works such as "The Wallet Allocation Rule" and "Why Loyalty Matters," along with his scholarly publications showcased in reputable platforms like the Harvard Business Review, underscore his unparalleled expertise. His pivotal role in crafting a Harvard Business School Case Study solidifies his eminence as a preeminent authority in CX. With an unwavering commitment to innovation, Williams remains at the vanguard of shaping global CX strategies, utilizing his profound insights to redefine and advance the discipline within academic and professional spheres alike.