“Every little thing she does is magic.” That’s the perfect way to describe Leigh Anne Miller. In the complex world of customer experience, where portals, automation, and self-service tools dominate, Leigh Anne is the human thread that keeps everything connected. Behind every ticket, inbox, or unresolved issue, someone is trying to make sense of the situation. Leigh Anne, an offline support agent in Florida, is that someone.

Amid systems, processes, and inboxes that refill faster than a coffee cup, she notices the details that matter: what’s changed, what’s still working, and what could be better. Every decision she makes, every interaction she has, carries purpose and care. While technology powers CX, Leigh Anne reminds us that the heart of customer experience is still human and that even the smallest thoughtful action can make magic happen.

Golden

Starting the day with clarity, structure, and forward momentum

Leigh Anne starts her mornings the same way every day — scanning emails and messages to make sure nothing urgent slips through the cracks. There’s a quick team huddle to align on what’s been done, what’s coming up, and where support might be needed.

Then comes the real work: figuring out how to move through the day productively without rushing it.

She works at a steady pace, taking the time to be precise. Her role involves managing tickets, provisioning customer portals, adding users and companies, verifying account details, and digging into technical issues that don’t come with neat instructions. When customers choose email over live chat — often because they’re juggling a dozen other things — Leigh Anne makes sure they’re guided in the right direction, even when the solution isn’t a simple one-click fix.

Her final hour is reserved for reporting. Not because someone is watching, but because closing loops matters.

The Chain

Staying connected and effective when processes and expectations change

If there’s one thing Leigh Anne has learned, it’s that change is constant — and not always welcomed.

Customers sometimes insist, “I used to be able to do it this way.” That tension can frustrate even the most patient people. Leigh Anne handles it by not letting the frustration win.

She accepts that things will change and focuses on adapting without losing her footing. Having a supervisor who steps in to coach her through tougher moments has made a difference — not by taking over, but by standing beside her when conversations get tricky. That kind of support, she says, builds confidence when she needed it most.

As It Was

Keeping interactions real, respectful, and grounded across people and systems

Leigh Anne doesn’t try to sound impressive when she talks about customer experience. She talks about being real. Even with all the tools and automation available, she knows some people just want to interact with someone who sounds like an actual human — not a script, not a system, not a robot pretending to care.

That belief shapes how she works, whether she’s solving a technical issue or pointing someone in the right direction. She is also deeply aware that the people she works with come from all over the world. Respecting time zones, holidays, and different work styles isn’t a policy to her — it’s just good manners.

Dreams

Life outside work brings balance, curiosity, and energy.

Outside of work, Leigh Anne’s life slows down in ways that feel intentional.

She loves to cook and garden, and when the opportunity presents itself, she enjoys a good dinner theatre. Strategy games and puzzles keep her mind sharp, while her nightly reading habit leans heavily toward mystery novels — especially anything by Harlan Coben. Documentaries and drama series round out her evenings.

Her favorite way to recharge is simple and joyful: wrestling with her two Yorkies, Sammy and Sweet Pea, followed by cooking a good meal with her mother.

As for comfort food? Spicy Thai and Mediterranean dishes top the list — though she’s quick to admit that pizza never really loses its appeal.

Free Mind

Personality, humor, and the small preferences that shape how she shows up

Leigh gravitates toward music with a strong rhythm and an easy hook — the kind that keeps energy light and moving.

Her sense of humor is deadpan genius. During a particularly long presentation, she once caught herself imagining the slides slowly turning into Netflix’s familiar “Are you still watching?” screen. The thought lingered because it felt uncomfortably accurate.

One work habit she genuinely enjoys is treating absolutely everyone with kindness. It isn’t a rule she announces or a value she advertises. It’s simply how she interacts — consistently and without exception.

What’s Going On

Why her way of working makes a difference

Leigh Anne speaks about her work with appreciation — for the people she collaborates with, the guidance she receives, and the trust placed in her judgment.

She isn’t focused on standing out. She’s focused on doing things properly. Paying attention to details. Following through on commitments. Making sure tasks are closed, not just started.

In a workplace shaped by shifting processes and evolving expectations, that approach matters. When someone brings care, consistency, and thought into everyday decisions, it makes work smoother for everyone connected to it.

That’s the impact Leigh Anne creates — not through volume or visibility, but through how reliably things get done and how thoughtfully people are supported along the way. Join us in Houston, Texas, and follow Fusion CX for more stories celebrating the people who bring care, consistency, and humanity to customer experience.