Leonie Brown
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.
Articles written by Leonie Brown
The ultimate guide to quality assurance
How does quality assurance (QA) differ from quality control? What role does it play in improving your brand’s products and services? Read on to find out how QA can revolutionize your offering. What...
14min read
Customer Care: Dealing with a crisis you couldn’t plan for
Customer Care Managers are used to dealing with regular surges in demand. Most customer care centers (also referred to as contact centers) have an established process, planned months in advance to ens...
9min read
Call centers can be a delightful customer experience, not just a necessary evil
Customer experience (CX) is the last sustainable source of differentiation, according to Gartner. Having frontline employees who are engaged and motivated is essential to deliver on your CX goals - bu...
7min read