NORTH AMERICA'S PREMIER INVITATION-ONLY MEETING FOR CX & CUSTOMER CONTACT LEADERS IN FINANCIAL SERVICES

October 14-15 2025 | Miami Marriott Biscayne Bay, Florida

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Luke Williams

Executive Vice President, Cross-Industry Consulting Press Ganey Forsta

Luke Williams serves as the Chief Customer Experience and Research Officer and leads the Cross-Industry Consulting practice at Press Ganey Forsta. Luke has 20 years of experience in custromer experience and market research, serving in critical execution and strategy roles, both building and delivering best-in-class solutions. He served as the Head of Research Methods at Ipsos CX in the US, as Corporate Vice President of the Client Care Program at AECOM, as the Head of CX Strategy and Thought Leadership for Qualtrics, and as the global head of CX Measurement and Insights at Microsoft. He is an award-winning practitioner, a NY Times best-selling author, and you can read his work in a range of venues from textbooks and academic journals to the Harvard Business Review.

CX Exchange for BFSI Day 1

2:35 PM EVENT PARTNER PRESENTATION: BEYOND SATISFACTION: THE MISUNDERSTOOD MATH BEHIND WINNING CX

In a world where customer experience is touted as a key to growth, most organizations are still measuring the wrong things... and paying the price. Satisfaction, Net Promoter Scores, and Customer Effort Scores may make intuitive sense, but they rarely correlate directly with the metrics that matter most: wallet share, market growth, and profitability.

In this session, Luke Williams - Chief Customer Experience & Research Officer at Press Ganey Forsta - breaks down the flawed assumptions behind today’s most popular CX metrics. Drawing on groundbreaking research from the Wallet Allocation Rule, Luke reveals why it’s not how much customers love you that predicts their behavior.

Using real-world examples, this talk uncovers the math behind market-winning CX strategies and offers a practical roadmap for leaders who want to shift from measuring sentiment to driving real outcomes.

Check out the incredible speaker line-up to see who will be joining Luke.

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