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...
Airbnb DEI Chief on 9 ways to create a culture of belonging
Discover practical ways to foster a culture of belonging that makes your people feel included, safe,...
By Farren Roper
Messaging: How governments can turn vaccines into vaccinations
The world is in the middle of executing the largest vaccine distribution in history to combat COVID-...
Build vaccination trust with a resident-centric approach
The scientific community has done an amazing job of accelerating the creation and testing of very ef...
By Bruce Temkin, Sara Laskey