Leah Leachman is an analyst with Gartner for Marketing Leaders. She advises customer experience, customer loyalty, and marketing leaders develop strategies that drive customer loyalty, retention, and advocacy. Her coverage topics include how brands can develop a customer-first experience design strategy for omnichannel experiences, customer journey mapping, enhancing customer listening effectiveness (VoC), developing customer-centric culture, competitive differentiation through CX, and the prioritization of projects to enhance the customer experience.