Season 1 #13 Luke Williams, Head of CX, Qualtrics, Improving loyalty
Today, we have Luke Williams, Head of Customer Experience at Qualtrics, to dive deep into the core elements of crafting unforgettable customer experiences. Luke shares his journey from market research to leading CX at Qualtrics, his insights on moving beyond traditional metrics, and the role of empathy in customer loyalty. Key Insights: Customer Loyalty Amid Distractions: Luke discusses the importance of focusing on value creation and cutting through noise with relevance and empathy. He empha...