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.

Max, a member of Forrester's digital customer and collaboration team, is a technology leader focused on transforming customer service engagement through contact center solutions.

Ms. Fairbanks is the WW Head of Customer Experience (CX) Solutions and GTM at AWS where she works with enterprises to build solutions designed to gain insights into customer behavior (past and future) and orchestrate frictionless experiences.