Mr. Williams is an award-winning researcher and corporate vice president of the client care program, AECOM's global client feedback and analytics function. Prior to joining AECOM, he spent eight years with the world's largest survey research firm rising to head of research methods and head of consulting. There, he was responsible for the research and analytics design of large-scale projects and difficult/unique research problems.
Mr. Williams is a statistician and methodologist by training, but is a thought leader in the space of client satisfaction, client loyalty, client ROI, strategy, and analytics. He is a core member of the research discovery team that discovered and developed the Wallet Allocation Rule.
Mr. Williams has significant experience in research design, analytics design, interpretive diagnostics, consumer insights, customer experience research and strategy. Mr. Williams is the author of a NY Times and USA Today Bestseller (The Wallet Allocation Rule), a Bookscan Bestseller (Why Loyalty Matters), as well as over a dozen academic and trade publications including a Harvard Business School Case Study.
Key Terms: research methodologist, statistician, market research, survey research, share of wallet modeling, customer experience measurement, attitudinal and behavioral driver analyses, text analytics, customer satisfaction, NPS, international research. Regression (logit, linear, PCA, beta), correlation/associative (multiple), Bayesian nets, data reduction (PCA, VARCLUS), cluster analysis (k-means, latent class) conjoint (CBC, ACBC, MBC, MaxDiff), Van Westendorp (with and without extension), Gabor–Granger, Thurstone, CHAID/CART/Random Forest, TURF, A/B testing, the Wallet Allocation Rule, NPS systems, successive normalization, text analytics, hybrid analytics and qualitative techniques (customer experience mapping, customer journey and path-to-purchase, in-depth interviews, focus groups, research communities).