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.
For many organizations, the contact center is where ‘sorry’ happens – agents apologise, compensate and move on…But the world’s best experience brands understand, and use, the contact center as a key pillar of XM, and a vital driver of loyalty and revenue. Join CX expert Leonie Brown as she explores how you can re-imagine your contact center as a key driver of business growth, and not just a cost center ready to say apologize.
You will learn how to:
· Discover what really matters to your customers when they get in touch
· Free up your humans to focus on key customer issues by enabling better self-service options
· Empower agents with autonomy to solve customer issues and increase staff retention while improving the customer experience