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...
9 min 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...
6 min read
Study: COVID-19 offers us the chance to improve employee experience and create the ‘new better.’ Here’s how.
Employees across all industries are facing experience gaps at work. And during the pandemic, issues ...
By Liesl Nielsen
Everyone needs to “work different”: How to reopen, rethink, and reinvent using experience management
While there’s no sure blueprint for this COVID-19 environment, one thing is certain: everyone need...
By Bruce Temkin
Not in the same boat: Career progression in the pandemic
New study from Qualtrics and theBoardlist finds working during the pandemic disproportionately affec...
By Ben Rogers