Leonie Brown
Author Bio
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 attributed to Leonie Brown
Contact center trends 2025: The three big shifts shaping customer experience
Contact centers are the bastions of customer expectations and customer satisfaction. They thrive with the right tools but – as our 2025 Contact Center Trends research shows – only if those tools...
By Isabelle Zdatny, Leonie Brown
Using Journey Maps to Define Listening Posts
Journey maps are a representation of the steps and emotional states that a person goes through to accomplish a specific goal. Because this tool allows you to map out and connect the most important jo...
By Leonie Brown, Moira Dorsey