Luke Williams

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.

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

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

@LukeWilliamsCX Hi Luke. We appreciate your feedback. For assistance with an active reservation, please send us a private message, and we can take a closer look. twitter.com/messages/compo…

@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.

@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.

@CriddleBenjamin @joshjames Meanwhile we’re over here dropping off tens of thousands pounds of food and donating 600 coats.

Another “F#%* the Mormons” chant emerges. Now at the Cincinnati game vs. BYU.

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

@LukeWilliamsCX Hi, Luke. We understand how frustrating delays can be. Please send us a DM with your confirmation number, and we'll take a closer look into this for you.

@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.

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

@LukeWilliamsCX Hi, Luke. We're sorry to hear that your flight from Boston to Newark has been delayed. We'd like to look into this for you. When you have a moment, please DM your confirmation number. twitter.com/messages/compo…

@RyanQualtrics @deltacenter

Got a few extra tix in the suite tonight… Utah Hockey Club vs. Maple Leafs at 8PM @deltacenter Barn will be packed! Giving away to those who haven’t been to a game yet. Who would you take?

@LemonLymancom @Richard_Schiff any favorites?

What is his best line in the show?

@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.

@LukeWilliamsCX But you guys have lost in the past. We have never recorded a loss in a regular NHL season in the entire team history 😉

WE ARE THE GREATEST (and ONLY UNDEFEATED) TEAM IN THE NHL!!! WE WILL NEVER LOSE AGAIN!!!!

@neeratanden @tarapalmeri @EannaKelly1

@tarapalmeri @EannaKelly1 I am all ears on what was learned here.

NEW: The mood in Mar-a-lago is grim with death threats, uncertainty about state of the race & sprawling Iranian hacks that seem to extend beyond the campaign to Trump's legal team. I should know, the hacker sent me these sensitive docs (which I'm not publishing) puck.news/trumps-latest-…

@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.

#31: Utah Hockey Club - 4.1/10 Utah's generic placeholder uniforms aren't meant to make an impression, but maybe powder blue or purple would have been more fun.

2024-25 NHL Home Uniform Survey RESULTS 1,301 of you rated each uniform out of 10; here are the results. #32: Washington Capitals - 3.7/10 For the first time, the Caps' Rbk Edge holdovers finish last.

@utahhockeyclub @RyanQualtrics Good pickup.

Utah fans 🤝 John Marino Following a trade with New Jersey we have acquired John Marino! #UtahHC

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

@RyanQualtrics You had me at “NHL”

Downtown Salt Lake City is the heart of Utah. Our efforts are not about an arena, it’s about revitalizing a downtown that desperately needs investment. Imagine a downtown experience like this with the NBA / NHL at its core.

@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!

@jtwatkin @ser @annettefranz @Samf_CX_MRX @heycxguy @drselenafisk @Izabela_Kosicka @iSocialFanz @janyoungcx @jeanniecw @justintippett72 @Schulbz @mentalmarketer @mundocx @LukeWilliamsCX @mattberan @billquiseng @rnanjad @whtsuppbro @tanujdiwan @KiruthuLucy Wonderful, I'll DM you 🤘

Calling all #CX leaders. Want to do something that will challenge you this year & see you apply your CX leadership experience into the world of #academics Then I invite you to 🙌 in the comments or DM me to find out how you can elevate global CX #education with @Sage_Publishing

@DelbartonHockey Boom.

Green Wave 4 Catholic Memorial 2 Final Score

@yanatweets 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.

What's your go-to method for overcoming creative blocks?

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

too early?