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

In The Know - A Dispatch Podcast

Enterprises should be fully aware of the experience gap. The experience gap is the misalignment between how businesses view their own customer experiences, and how their own customers actually view 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 best seller: The Wallet Allocation Rule: Winning the Battle for Share, and is known as a top 20 researcher by Survey magazine. In addition to the New York Times, he is a USA today best-selling author and is considered a top 10 author in leadership and management. Much of Luke’s research focuses on client satisfaction, client loyalty, ROI, strategy, and analytics. In this discussion, we cover a handful to fascinating topics: - Why Ikea wins with their customer experience. - How enterprises can close the experience gap. - What enterprises is the poster child of customer experience? - How can companies cross the chasm from bad to decent to good to great customer experience?