Lorna Brown
Head of Passenger Experience, Network Rail Scotland
Webinar series
The Insight Report
Live conversations with the people driving real change in CX and insight
What is The Insight Report?
This autumn, Helen and Nat are hosting a series of live conversations where CX and insight leaders share how they run their programmes, and what AI is—and isn't—changing. No decks, no pitch, just real talk. Join live to be part of the conversation, or sign up for the recording if you can't make it.
Most CX and insight teams can already listen, measure and analyse. The hard part is getting an organisation to act on what they find. That takes influence.
Episode 1 · Tuesday 13 October 2026, 2pm
Lorna Brown
Head of Passenger Experience, Network Rail Scotland
Lorna helps shape the experience of more than 80 million rail journeys a year. Right now she is getting eight separate organisations to pool their customer feedback into one insight hub for Scotland's Railway.
Influence isn't always about keeping everyone happy. As Lorna puts it: “You can only kumbaya for so long.”
We'll ask Lorna:
- How 17 years at Edinburgh Airport taught her to talk about insight in language ops teams understand
- How she gets people to say yes, and what she does when they won't
- Why she looks past vanity metrics to the story behind the number
Who's speaking
Nat Grant
Head of Customer Success, Wordnerds
Helen Precious
Head of Account Management, Wordnerds
