Luke Williams is Head of Customer Experience (CX) at Qualtrics and an award-winning researcher and author of the New York Times bestseller The Wallet Allocation Rule and Why Loyalty Matters. A statistician and methodologist by training, Mr. Williams is a thought leader in the space of CX, client satisfaction, client loyalty, client ROI, strategy, and analytics. He is a member of the Market Research Association (MRA) and Customer Experience Professionals Association (CXPA). Mr. Williams has a master’s of arts degree in research methods from Durham University, UK. He can be reached at lukew@qualtrics.com.