Press Ganey Forsta, a leading provider of experience measurement, data analytics, and insights, announced the appointment of Luke Williams as Chief Customer Experience and Research Officer. Williams will lead enterprise customer experience and research strategy, reporting directly to Kyle Ferguson, CEO of Press Ganey Forsta’s cross-industry division.
A recognized voice in customer-centric transformation, Williams brings more than 20 years of experience partnering with Fortune 500 brands and global insights firms to drive business impact through the power of human experience. In his most recent role at Microsoft, Williams led the global customer experience and insights function, creating the ‘4 Voices’ strategy to embed action-first thinking across the enterprise.
At Press Ganey Forsta, he will work directly with clients to shape strategy and design programs that deliver measurable outcomes, support strategic growth opportunities, and oversee the enterprise CX and research teams to ensure customer insights directly drive innovation and results.
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“Luke is an influential thinker on the future of experience and his work has consistently emphasized the human side of business success—connecting strategy to purpose, and research to real-world impact,” Ferguson said. “His expertise will enable us to partner more deeply with our clients to turn feedback into action, insights into innovation, and experiences into true competitive advantage.”
“Listening to and acting on customer sentiment is one of the most powerful ways to build loyalty, trust, and long-term growth,” said Patrick T. Ryan, Chairman and CEO of Press Ganey Forsta. “Luke’s appointment-and the expertise he brings-strengthens our ability to help organizations transform experience and use insights to drive meaningful change.”
SOURCE: Businesswire