Leonie Brown
XM Scientist at Qualtrics
Author Bio
Léonie Brown is an XM Scientist at Qualtrics, specialising in customer experience, research methodologies, and modernising the contact centre. She's worked with 100s of brands to design, implement and optimise their CX programs, using her vast amounts of experience to help brands turn happy customers into higher revenue and lower churn.
Attributed articles
Article
The future of customer service: Measuring and improving agent performance across AI and human channels
Article
Customer service automation: A guide to tools, benefits, and implementation
Article
Agent coaching explained: How to supercharge your contact center
Article
Customer journey mapping for better experiences
Article
What is customer experience? CX definition and how-to guide
Article
Contact center trends: The three big shifts shaping customer experience
Article
Contact center compliance, simplified
Article
Using journey maps to define listening posts
Article