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...
Brands, be brave! Netflix CMO shares how to connect with customers in uncertain times
In our latest WorkDifferent event, Bozoma Saint John, CMO at Netflix, talks about how ‘bravery’ ...
By Meena Toor
Podcast: Realizing customer research opportunities in the digital era
Erica Todd is a Customer Insights and Research Manager at CommSec. Prior to her current role, she wo...
By Clay Warren
2020 XMI customer ratings benchmark data is live
Do you want to find out how your industry ranks for customer experience (CX)? Are you interested in ...
By Adam Lang