Leah Leachman

Leah Leachman

Sr Principal Analyst
Leah Leachman is an analyst with Gartner for Marketing Leaders. She advises customer experience and marketing leaders with building business cases for CX initiatives, customer journey mapping, enhancing customer listening effectiveness (VoC), developing customer-centric culture and the prioritization of projects to enhance the consumer experience.
Read More Read Less
Tuesday, December 01, 2020 10:30 AM|Tuesday, December 01, 2020 11:15 AM
Use CX Design to Differentiate Your Brand's Multichannel Strategy

The brands that are most successful in establishing, growing, and maintaining their relationship with customers are those that consider the end to end customer experience in their strategy. In an increasingly competitive environment, brands must develop a cohesive on-and offline customer experiences that drive and reinforce consumer loyalty. In this session marketing and CX leaders will learn:

- What CX design principles uncover customer values and expectations
- How CX design principles can enhance existing workflows and campaigns
- How to determine what experiences will position your brand for long-term success

Wednesday, December 02, 2020 10:45 AM|Wednesday, December 02, 2020 11:30 AM
Ask the Expert: Customer Experience Journey Mapping Fundamentals

Customer experience journey mapping is a collaborative process of gathering qualitative and quantitative data to understand customers’ current and desired journey. This process allows organizations to identify and visualize customers’ pain points and opportunities to optimize their experience. In this session we will discuss best practices in creating journey maps that deliver actionable and informative insights.

Meet the experts face to face.