Luke Williams

NYT + USA Today Bestseller. Global thought leader #customerexperience science + practice. #CX #Strategy #analytics (views+data = mine) (problems = yours)

[Luke Williams @LukeWilliamsCX]

Employees make products + services you sell to customers resulting in the making of your brand. Manage all 4 experiences together = value multiples not possible when managing individually. That’s what #experience #Management #xm is all about. Call the below the Experience Onion.

[Luke Williams @LukeWilliamsCX]

It appears that contact center games are alive and well in 2026! Called @Vanguard_Group with a simple request. 8+ minutes in the agent transfers me and the new agent “cannot hear me” and ends the call. Because now that 8m doesn’t count against AHT. Terrible #CustomerExperience

[Luke Williams @LukeWilliamsCX]

@united @united just looking for help with an answer. What’s the rationale?

[Luke Williams @LukeWilliamsCX]

@united, hard question. Why is it that you don’t set terminal locations by destination? For example, why would a round trip to Orlando leave @EWRairport Terminal A but return to Terminal C? Newark being terrible enough already, switching terminals (esp w checked bags) is awful.

[Luke Williams @LukeWilliamsCX]

@PaulSheets4 @CriddleBenjamin @joshjames It’s just isolation and ignorance. It’s both the opposite of exploration and education, as well as, IMHO, a common root of how great things fall apart.

[Luke Williams @LukeWilliamsCX]

@united You have the flight number. Confirmation number is probably less useful.

[Luke Williams @LukeWilliamsCX]

@united 3626 is looking forward to another hour on the ground, yay! That makes a 2h25m delay for 45m in the air. Only United! What a great summer you guys are having. From everyone on our planet to you: do better, please.

[Luke Williams @LukeWilliamsCX]

@united No DMs. All public. Ready when you are.

[Luke Williams @LukeWilliamsCX]

@RyanQualtrics @deltacenter

[Luke Williams @LukeWilliamsCX]

@LemonLymancom @Richard_Schiff any favorites?

[Luke Williams @LukeWilliamsCX]

@utah_hockey Been meaning to catch up with you on this one 😉… #NJDevils

Gotta admit, @utahhockeyclub is exciting to watch, great to see the start they’re having.

[Luke Williams @LukeWilliamsCX]

@neeratanden @tarapalmeri @EannaKelly1

[Luke Williams @LukeWilliamsCX]

@JFreshHockey I like the simplicity of it. Once they name the club you can count on that ownership team to make sure it’s fire.

[Luke Williams @LukeWilliamsCX]

@utahhockeyclub @RyanQualtrics Good pickup.

[Luke Williams @LukeWilliamsCX]

@united massive backup at SeaTac security all lanes. If your plane feels a little light headed for EWR…

[Luke Williams @LukeWilliamsCX]

@RyanQualtrics You had me at “NHL”

[Luke Williams @LukeWilliamsCX]

@AilsDay @jtwatkin @ser @annettefranz @Samf_CX_MRX @heycxguy @drselenafisk @Izabela_Kosicka @iSocialFanz @janyoungcx @jeanniecw @justintippett72 @Schulbz @mentalmarketer @mundocx @mattberan @billquiseng @rnanjad @whtsuppbro @tanujdiwan @KiruthuLucy Howdy, @AilsDay, drop me a DM!

[Luke Williams @LukeWilliamsCX]

@DelbartonHockey Boom.

[Luke Williams @LukeWilliamsCX]

@yanabana Two go-to strategies for dam-busting a creative block:
1. Engage and debate people smarter than you. It can change your mental perspective.
2. Drink until you fall down. It can change your physical perspective. Also the hangover will force you to simplify things.

[Luke Williams @LukeWilliamsCX]

@RyanQualtrics No judgement on my end but I thought you were a Swig guy…