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Hi, I’m Timothy
Making Customer Experience easier to run and built to drive action.
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The Rise of Modeled Data in Customer Experience: How AI is Transforming CX Measurement
As customer feedback becomes harder to collect at scale, CX teams are increasingly turning to AI-modeled data—like synthetic survey responses or digital twins—to fill insight gaps, accelerate decisions, and maintain privacy. This article explores how modeled data works, why it’s gaining momentum, and how to apply it responsibly.
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Transforming 200,000+ Conversations into Actionable CX Insights
How do you turn 200,000 customer conversations into insights that your Product, CS, Sales, and Support teams can actually use—at scale? Learn more about the AI-powered CX program I led to surface trends, detect friction, and drive decisions—without drowning in transcripts. Here’s how it came together and what it delivered.
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Mapping Emotion to Prioritize Product Feedback
What if you could measure how intensely your customers feel friction? I led the development of an emotional scoring framework that processed 36,000+ feedback comments to pinpoint which issues were merely annoying—and which were breaking trust. Here’s how we quantified emotion to inform our customer journey along our product and service experiences.
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The CX Insights Playbook for GTM teams
Most CX programs collect feedback. Few turn it into action. This playbook shows GTM teams how to build a CX insights engine that drives better decisions and not just better dashboards. Learn how to connect feedback to business outcomes, close the loop, and make customer insights impossible to ignore.
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Quirk’s Event New York 2025
I’m excited to be attending the Quirk’s Event New York (July 23-24, 2025) as part of my ongoing growth and development strategy as an insights leader at LinkedIn.
CX strategy with empathy, insight, and a healthy dose of common sense
Timothy Brown, CCXP – Customer Experience Leader & Strategist 