Passionate about all things CX!
Let us help transform your contact center
through your people and technology.
Passionate about all things CX!
Let us help transform your contact center through your people and technology.
WHO WE ARE
A team of experts with over 75 years of combined experience in the customer service space
Senior leadership roles within several top BPOs and technology companies
Thought leaders on CX and EX topics including AI, CX, EX, Data Analytics, and Call Center Management
Imagine my excitement as I found myself in the company of none other than the charming and accomplished Joan Lunden at an exclusive client event.
The air was electric with the spirit of generosity and compassion as the event proudly sponsored a orphanage in the Philippines, uplifting the lives of those in need.
The crowning jewel of the occasion was the fiery and brilliant Gordon Ramsey whose inspiring keynote address left us all hungering for more.
Imagine my excitement as I found myself in the company of none other than the charming and accomplished Joan Lunden at an exclusive client event.
The air was electric with the spirit of generosity and compassion as the event proudly sponsored a orphanage in the Philippines, uplifting the lives of those in need.
The crowning jewel of the occasion was the fiery and brilliant Gordon Ramsey whose inspiring keynote address left us all hungering for more.
Who’s Lori Brown?
Lori Brown is passionate about all things CX and EX. Recognized as a thought leader in the industry, Lori brings a global perspective and experience as the leader of L. Brown CX Consulting.
Prior to forming her consulting practice, Lori spent over 20 years in the service and contact center industries, offering her expertise to a multitude of clients across numerous industries including retail, banking, entertainment, and healthcare. Throughout her career, she has served in senior leadership roles for several global BPOs during periods of growth. In her last role as CXO, she was a critical team member who helped to oversee more than 400% of profitable growth and transformed several of the functional support teams as part of this journey.
Lori is an innovative thinker by nature and brings this perspective to every project she leads. From building consistent delivery practices across global teams to deploying Business Intelligence technology that transformed the DNA of the companies she worked for, Lori has a clear vision for elevating the Customer and Employee expereience. The results are consistent: the delivery of a superior customer experience and improvement in the employee experience that leads to higher retention and profitability.
When she is not working with clients, Lori is passionate about giving back to the community. She is an active volunteer for Meals on Wheels, CDTC, and other non-profit organizations. She received her degree from the University of Florida and was recently certified in DE&I practices.
OUR CX CONSULTING SERVICES can Support you in the following ways:
Contact Center Services Support:
- Creating a service oriented culture
- Operating model creation, measurement and deployment services
- Training and performance management
- Cracking the code on speed to proficiency through tools and adoption
Data Analytics:
- Tooling RFPs to business use cases and ROI scenarios
- Leveraging data analytics to enhance your customer and employee experience
- Helping the company make informed decisions through data support
- Collaborating with teams to capture relevant data, interpret it, and use it for measurable improvement
- Adoption models and measurement
Customer Insights:
- Making operational improvements with your customer insights
- Routing customers to appropriate agents with skill and behavior insights
- Taking agent engagement and coaching to another level with technology
- Evaluating employee retention: how you can better predict it
- Creating an environment of a CX-centric organization through employee empowerment
Technology Implementation and Project Management
- Integrating complex technologies into the business
- Augmenting internal resource needs for specific projects, adding scale and expertise
- Lead training and adoption initiatives for new processes and technology
- Strategic and tactical guidance in process automation for improved service and cost reduction
MEDIA
The 5 Key Elements Frontline Employees Need to Deliver Great CX
My conversation with Bernie focused on creating a great frontline experience. Happy employees, given good technology to support the customer experience, insights to understand your customer and empowerment to make a difference can help deliver a great brand interaction.
Meals on Wheels South Florida
The volunteer advisory council is a group of individuals who wish to donate their time and talents to further the mission of Meals on Wheels South Florida. If you would like more information on how you can get involved, please contact our Executive Director, Mark...
30 Customer Experience Experts: Here’s What To Expect In 2020
Customer experience continued to be a hot topic in 2019, and 2020 should prove to be no different. Since consumers and corporate buyers have been given a public voice on social media, they’ve used that voice to demand better experiences from the companies with which...
HMG Strategy- Advisory Board Member-Panelist/Moderator
I am an Advisory Board Member and Moderator for HMG Strategy, with a strong background in the technology industry. As an Advisory Board Member, I provide strategic guidance to the leadership team. As a Moderator, I facilitate engaging discussions among technology...
CX Contributor-Sinch Annual Report
In today's digital age, retailers and e-commerce businesses are constantly faced with the challenge of staying relevant and competitive. As consumer expectations continue to rise, it's becoming increasingly important for brands to provide exceptional customer...
Interview with Chief Experience Officer Lori Brown | The Results Companies | Dan Gingiss
The special guest is Lori Brown (Chief Experience Officer of The Results Companies). The host is Dan Gingiss (Professional Customer Experience Speaker and Consultant). This video interview is about exceptional customer experiences and contact center management. Lori...
The Evolution of My Career: A Look at Past and Present
I’ve had the privilege to serve as a keynote speaker and session speaker at industry-leading customer experience (CX) conferences. As a leading technologist, I was invited to the NICE Engage User Conference where I presented a keynote speech on Utilizing RPA in the Contact Center to Improve CX and Reduce Operational Costs to over 2,500 CX passionate peers. I also presented in multiple sessions, showcasing my expertise in the field of customer experience. Additionally, I have spoken on topics such as Leveraging Data in the Contact Center and Creating an Operating Model for Improved Performance and Quick Recovery at various other conferences including the Avaya Users Conference, the OPEX Annual Conference, and Call Miner Listener Conference. These opportunities gave me the ability to share my perspective and insights on all things CX with other industry professionals.
With over 20 years of experience in the service and contact center industries, I have successfully transformed functional support teams and driven profitable growth. As a thought leader in the customer experience industry, I am committed to delivering a superior customer experience and contributing to the growth and development of the industry through my participation in these and other customer experience events. As a woman in this space, I am also very passionate about my mentoring practice, supporting women coming up in the ranks of their careers and helping them navigate the corporate landscape with clear insight and perspective.
Why L. Brown CX Consulting?
L. Brown Consultancy is comprised of a team of experts with over 75 years of combined experience in customer service. Led by BPO industry veteran Lori Brown, the team is passionate about enhancing the delivery of customer and employee experiences.
Lori and her team have held leadership roles within several of the world’s top BPOs and technology firms. Advisory solutions range from CX delivery, data analytics, AI, and overall contact center management. There are countless ways to engage with L. Brown Consultancy, with all roads leading to significant improvement, on-time delivery, and a strong ROI on the decision to leverage their talent.
Having personally led numerous technology implementations throughout her career, Lori helps clients navigate the critical success factors needed when selecting and implementing technology solutions that drive meaningful impact on the contact center operation and its ability to deliver superior experiences.