The Insight Report · Episode 1
Lorna Brown went from running the operation at Edinburgh Airport to leading passenger experience at Network Rail. She's spent the journey getting organisations to act on what customers tell them.
She joins Nat Grant and Helen Precious for episode one of The Insight Report, Wordnerds' monthly conversation with CX leaders.
Tuesday 13 October 2026, 12pm · Live online
It's free. Can't make 12pm on a Tuesday? Register anyway and we'll send you the recording.
CX teams can already listen, measure and analyse. Change stalls when the headline score stays green and nobody asks what's behind it. Lorna Brown wouldn't put her name to a satisfaction score that didn't reflect most of the people using the railway, so she set about building a picture her organisation could trust enough to act on.
Years on the operational floor taught Lorna to notice when a number didn't match what she was seeing. We'll talk about how she made the case for a better one, and what changed once the exec team started asking why the scores had moved.
No slides and no sales pitch. Just a straight conversation with someone who's done it.
Lorna spent 15 years as a duty manager at Edinburgh Airport. Hear how that experience gave her the confidence to challenge an analysis that didn't add up, and why she was right to.
How she built a picture of passenger experience that people actually trust, who she won over first, and what she did about the ones who wouldn't budge.
Setting up a voice of the customer programme, answering people who doubt its value, what AI is and isn't changing, and handling insight that clashes with instinct.
The final stretch is open to the floor. Put your own question to Lorna.
Head of Passenger Experience — Network Rail
Lorna Brown is Head of Passenger Experience at Network Rail. She joined in 2021 after 17 years at Edinburgh Airport, most of them as a duty manager. Today she's building an insight hub that brings passenger feedback from railway operators across Scotland into one place.
Co-host — Wordnerds
Nat Grant co-hosts The Insight Report and works with CX and insight teams every day at Wordnerds, so expect the practical follow-up questions.
Co-host — Wordnerds
Helen Precious co-hosts The Insight Report and talks to CX leaders about what's working (and what isn't) for a living.
Yes. Register once and you'll get the joining link, a reminder before we start and the recording afterwards.
Yes. Register anyway and we'll send you the recording, so you can watch it whenever your diary allows.
No. It's a conversation with a CX leader about how she gets things done. There's no product demo, and you don't need to be a Wordnerds customer to join.
Yes. We finish with live audience Q&A, and you can put your question in the chat during the session.
The Insight Report is Wordnerds' monthly series of conversations with CX leaders in the age of AI, live on the second Tuesday of every month. Each episode follows one leader's story, then the same four questions, then yours.
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