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

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...

By Garret Stembridge

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...

By Qualtrics

Featured Posts

Return to the office: Why listening is critical

Plan your return to the office – and design a workplace where every voice can be heard – with insights from your employees. Pre-pandemic, 91% of our employees worked from an office. And overni...

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The future of events is hybrid — here’s how to get the perfect balance of virtual and in-person events in 2021 and beyond

According to our latest research, in-person events will overtake virtual events in popularity by 2022. Explore the findings of our global report, including what they mean for your region, and why a 'h...

By Garret Stembridge

11 ways to be a better ally to your LGBTQ+ colleagues

To celebrate Pride Month, we’re looking at ways we can show up at work for our colleagues in the LGBTQ+ community. We asked members of our Q Pride group the actionable things allies can do to make e...

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How leaders can reap the benefits of creating a strong brand

After surveying hundreds of global business leaders, a Qualtrics-commissioned study from experienced research firm Forrester Consulting has revealed in-depth benefits of business branding. Taking i...

By Garret Stembridge