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#16: Why Enterprises Should Focus on Closing the Experience Gap (Luke Williams, Qualtrics)

Enterprises should be fully aware of the experience gap. The experience gap is the misalignment between how businesses view their own customer experience, and how their customers actually see it.

In this episode, we’re interviewing Luke Williams, the head of Customer experience at Qualtrics, the powerful software that makes sophisticated research simple by empowering users to capture customer, product, brand & employee experience insights right in one place. Qualtrics is the world’s leading enterprise survey technology provider, serving over 8,500 enterprises worldwide, including 60% of the Fortune 100, and 99 of the top 100 business schools.

Luke is an impressive guy. He authored a NYT bestseller: The Wallet Allocation Rule: Winning the Battle for Share, and is known as a top 20 researcher by Survey

In this discussion, we cover a handful to fascinating topics:

  • How enterprises can close the experience gap.
  • How can companies cross the chasm from bad to decent to good to great customer experience?
  • What enterprises is the poster child of customer experience?

How to get in contact Luke

Connect with Luke on LinkedIn
Tweet to Luke
Visit Qualtrics

Please share your feedback

Send ideas for future episodes to Todd at Todd@dispatch.me

We appreciate it if you would Share the podcast with your coworkers  |  Subscribe to our podcast on iTunesSoundcloud, and Google Play |  Follow us on Dispatch and Todd Stewart  |  Oh, and if you want to learn more about customer experience, download our white paper!

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