Industry thought leader and best-selling author to lead enterprise HX strategy and client-facing innovation
Press Ganey Forsta, a leading provider of experience measurement, data analytics, and insights, today 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.
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.
About Press Ganey Forsta
Press Ganey Forsta is a leading global provider of experience technology, data analytics, and insights that help companies better understand and serve their customers, employees, and stakeholders. Press Ganey Forsta powers the Human Experience (HX) Platform – a comprehensive experience and research technology platform that brings together CX (Customer Experience), Employee Experience (EX), Patient Experience (PX) and Market Research. It serves more than 43,000 clients globally across healthcare, financial services, hospitality, market research, professional services, retail, and technology. Press Ganey Forsta is recognized by Gartner® as a Leader in the Magic Quadrant™ for Voice of the Customer (VoC) Platforms.
About Press Ganey
Press Ganey partners with healthcare providers and health plans to improve the experiences of their patients, consumers, and workforce by marrying data with unparalleled technology, analytics, and expertise. Our HX platform unites and enlivens disparate data, enabling clients to gather, analyze, visualize, and act on key insights to retain talent, improve access to care, and ensure the care journey is accessible, safe, equitable, and patient-centered. We are the trusted partner to 41,000+ healthcare provider organizations globally and 85% of health plans in the United States. Press Ganey is a Press Ganey Forsta company.
About Forsta
Forsta powers the HX (Human Experience) Platform—a comprehensive experience and research technology platform that breaks down the silos between Customer Experience (CX), Employee Experience (EX), and Market Research—so that companies can get a deeper, more complete understanding of the experiences of their audiences. Forsta’s technology, combined with its team of expert consultants, helps thousands of organizations across a variety of industries, including financial services, hospitality, market research, professional services, retail, and technology. Forsta is recognized by Gartner® as a Leader in the 2025 Magic Quadrant™ for Voice of the Customer (VoC) Platforms, marking three consecutive times. Forsta is a Press Ganey Forsta company.
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