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Leanna N.
Director of CX | Former Zendesk Success Manager | Customer-Focused Leader
Leanna Nazzisi is the Director of Customer Experience (CX) at Victoria Beckham Beauty, where she focuses on enhancing customer interactions and brand loyalty. With over ten years of experience in customer experience roles, she has a strong background in the beauty industry, having previously worked at Birchbox and Zendesk.
Professional Background
- Birchbox: Leanna started her career as a part-time associate before moving into full-time roles, eventually leading the customer experience team.
- Zendesk: She served as a Success Manager, where she honed her skills in customer-focused strategies.
Current Role
At Victoria Beckham Beauty, Leanna emphasizes the transformative impact of AI on customer experience, advocating for its role in improving feedback analysis and customer support. She is passionate about brand-building and inclusivity within the beauty sector, aiming to elevate the overall customer journey.
Insights
Leanna has shared her insights on platforms like podcasts, discussing the importance of networking and resource-sharing in the CX industry, particularly during challenging times like the pandemic.12
Highlights
📣 If there's one thing that I believe with every fiber of my being, it's this: no one knows your customer better than the people directly engaging with them. Hint, hint: that's usually your Support agents! 👋
📉 I am very passionate about developing humans outside of tickets. There is SO much information living in your CX infrastructure. Many leaders (myself included) have spent countless hours using this data to create growth strategies, test new projects, elevate brand storytelling, and more. If CX is a core pillar of your brand, the possibilities with customer data are LIMITLESS.
🎙 I was incredibly honored to be invited to speak more about enhancing customer-lead experiences with my dear friend and CX superstar, Jess Cervellon. We cover an array of topics: from fangirling over our favorite personalization methods to utilizing AI to enhance the modern luxury space and everything in between! Give our episode — and ALL of the episodes — a listen over at The Juice with Jess Cervellon!

🧠 I’ll never forget the moment a mentor introduced me to Dr. Albert Mehrabian’s communication model.
📊 According to Mehrabian, there are 3 elements of communication styles, and each element holds different weight: tone of voice accounts for 38%, facial expressions for 55%, and words account for 7%.
As a CX leader in the digital space, where technology is rapidly changing to accommodate quick interactions on messaging platforms, I’ve encountered many moments where words were often the only tool in the toolbox. Customers cannot see our body language to understand that we are calm, positive and empathetic. Customers cannot hear our voices to assess our tone and meaning.
When we’re only left with words, customer communication has to be the best it can be. Investing in QA programs, macro management and creating shared brand language are crucial to keeping your conversations courteous, mindful, and impactful. Words that I continue to live by? “Remember your 7, and make it count.”
💡Have you heard of Mehrabian’s communication theory before? What types of communication strategies have you implemented for your teams? I’d love to hear about them!
#customerexperience #cxstrategy
