Talia manages the XM Institute's data-based research studies and reports. They led the data collection and analysis behind the four studies that make up the CX Intelligence Briefing.

Léonie Brown is the Head of XM Labs at Qualtrics, helping customers mature their XM programs. She's worked with hundreds of brands over the last decade to design, implement and optimise their Customer Care frontline programs to deliver key business outcomes. She specialises in bringing best practices and methodologies into the Qualtrics platform to deliver program excellence at scale. She designed the AI & Human Agent Effectiveness benchmark, running the latest global study in early 2026. She also leads Journey Mapping for CX and EX in person and digital experiences. Léonie has been published in Forbes, RetailCX, Customer Experience Magazine, and Customer Contact Week, and regularly speaks at industry events including Qualtrics X4 and coauthors the Qualtrics XM Trends annual reports.

Terry is a Product XM Scientist focused on addressing challenges for businesses that deliver in-person experiences, be they retailers, grocers, banks, hotels, or destinations of any kind. She's worked 29 of the Top 100 NRF Retailers. She has over ten years of experience in CX and advising on how best to design, implement, and manage end-to-end omnichannel listening programs.

Juliana leads CX maturity and product-led growth strategy at Qualtrics. Her background in decision science shapes how organizations measure program effectiveness and prove CX value.