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
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...
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...
4 steps to manage the new federal vaccination requirements
With the new executive order requiring businesses with more than 100 employees to ensure their worke...
Expert tips: How to retain talent during ‘The Great Resignation’
Increase employee retention at your organization with these six strategies from HR experts. Watch...
Qualtrics to Acquire Clarabridge, the Industry Leader in Omnichannel Conversational Analytics
Today is an exciting day—Qualtrics has agreed to acquire Clarabridge, the industry leader in omnic...
By Zig Serafin - CEO