Press Ganey Forsta, a leader in experience measurement and analytics, has appointed Luke Williams as Chief Customer Experience and Research Officer to lead enterprise CX and research strategy.

• New Leadership Appointment:

  • Luke Williams joins as Chief Customer Experience and Research Officer.

  • Reports directly to Kyle Ferguson, CEO of Press Ganey Forsta’s cross-industry division.

• Luke Williams’ Background:

  • Over 20 years of experience driving customer-centric transformation.

  • Formerly led global customer experience and insights at Microsoft.

  • Creator of the ‘4 Voices’ strategy promoting action-first thinking across enterprises.

• Role and Responsibilities at Press Ganey Forsta:

  • Shape client strategy and design programs delivering measurable outcomes.

  • Support strategic growth opportunities.

  • Oversee enterprise CX and research teams to link customer insights with innovation.

• Leadership Vision:

  • Emphasizes connecting strategy to purpose and research to real-world impact.

  • Focus on turning customer feedback into actionable insights that drive competitive advantage.

Luke Williams’ appointment strengthens Press Ganey Forsta’s mission to help organizations transform customer experience through deep insights and innovation, fostering loyalty, trust, and long-term growth.