Lori Brown

Chief Experience Officer The Results Companies

Lori Brown is The Results Companies’ Chief Experience Officer and has been with the company since 2009. A 25 year plus veteran of the BPO services industry, Lori and her team have had the opportunity to work with some of the top Fortune 100 and 500 companies. Lori’s extensive background in Customer Service and process improvement brings a unique customer experience viewpoint to Results’ daily operations and innovative solutions for clients.

Through state of the art technology such as Robotics AI, and BI analytics, understanding where the friction is in an interaction and deploying technology to help smooth those points, Lori and The Results team have been instrumental in helping their partners increase metrics such as NPS and CSAT all while driving down costs.  Having an experienced team that understands the power of data, and gaining deeper examination into understanding customer behaviors and customer journey is critical to success. Results leverages that data along with technology to drive significant customer experience enhancements, process improvements, productivity gains and cost reductions

You will often hear Lori say, “At Results, we don’t say ‘We think’, we say ‘We know’, and we know because we have the data that tells us.”

Lori resides in Fort Lauderdale, FL

Thursday: Main Conference Day Two & Masterclasses

Thursday, January 23rd, 2020

11:25 AM Case study: Leveraging Interactive Analytics and AI technology to improve customer experience

·         Demonstrate how you can learn from every interaction and turn them in to meaningful customer experiences
·         Leveraging Interactive Analytics and AI technology to gain a keen understanding of the friction points in customer and agent experience
·         Developing a seamless customer-to-agent interaction flow to improve customer experience and KPI

Check out the incredible speaker line-up to see who will be joining Lori.

Download The Latest Agenda