Timothy Brown, CCXP – Customer Experience Leader & Strategist

Tag: Python

  • Transforming 200,000+ Conversations into Actionable CX Insights

    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.

  • Mapping Emotion to Prioritize Product Feedback

    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.