Isabelle helps large organizations design and operate successful experience management (XM) programs by producing industry thought leadership, developing and delivering training, consulting with companies, and speaking on key XM topics and trends.

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.