Lexden
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Updates

LEXDEN INVITED TO SPEAK AT TWO MORE CX EVENTS

SEP 2017

We are delighted that our brand of Customer Experience insight is being well received and have been asked to speak at two forthcoming events for companies focusing in on CX. In November, we will be at the Compeer Client View event and January at Rilatto Consulting’s special CX event.

LEXDEN CX ARTICLES REACH 40,000 VIEWS

SEP 2017

Many thanks to everyone who is a regular reader of our ‘Customer Experience Update’ blogs. We now reach all continents and have been republished several times as well as gaining a regular slot with the CX Magazine as a guest contributor.

LEXDEN ANNOUNCE CX BREAKFAST EVENT FOR NOVEMBER 2017

AUG 2017

We will be hosting a CX Breakfast event at Scotland House on the Embankment, London on 24th November. The event will be jointly held with content specialist Always Be Content and will contain dozens of ideas and improvements for clients to take away and improve both their CX and their content. Places are limited, for complimentary tickets email christopherbrooks@lexdengroup.com

CHRISTOPHER BROOKS JUDGES AT THE FINANCIAL SERVICE CUSTOMER EXPERIENCE AWARDS

JUL 2017

“The calibre of entries at this event increases year on year. The entries from Simply Business, Lloyds Bank and Barclays all impressed. Overall Direct Line demonstrated they are still the dominant force in CX. Any FS company looking to differentiate on CX would do well to study Direct Line, who under the stewardship of Mark Evans have reached an unparalled level in FS CX”. Read more...

LEXDEN SPEAK AT THE PROTECT JULY EVENT

JUL 2017

It was a delight to be asked to speak alongside Grant Thornton and Thunderhead to the PROTECT industry’s great and good. Using an interactive survey tool we ascertained that whilst the ambition and appetite is there, the sector has much ground to catch up on it’s GI and retail banking peer groups.

LEXDEN PARTNER WITH HOT PROPERTY CONTENT AGENCY 'ALWAYS BE CONTENT'

JUNE 2017

Featured in this month’s copy of The Drum, Lexden will be providing strategic rigour to fresh out the box content agency, Always Be Content. Founder Peter Martin (former head of creative at marketing stalwart The Gate) states,  “We do need a mind shift in marketing. In terms of 21st century business philosophy, agencies are being left behind. So, the time is right for a breakthrough model in creative communications.   Christopher Brooks explained why this is the right partnership for Lexden, “In customer experience it’s important to work with people who have belief, brains and brilliance. Working with Pete and the team we are now able to take customer experience ideas and improvements through to delivery. Our recent collaboration on UCL which resulted in a significant uplift in satisfaction results, and an award for the student experience is testament to it being a winning combination. Read more...

LEXDEN's CHRISTOPHER BROOKS IS TO JUDGE AT THE FS CX AWARDS

JUNE 2017

Once again, we are proud to be associated with the Financial Services Customer Experience Awards. The event held in London on July 14th 2017 promises to be the biggest yet. Christopher explains why he’s become a familiar face on the judging panels at CX Awards, “It’s one of my favourite days of the year because I get the privileged of seeing the industry’s proudest share the value they are creating for their customers”.

LEXDEN LAUNCH CUSTOMER CONTENT SERVICE

MAY 2017

We are delighted to expand our Customer Experience Services to include Content. Now we can help clients arrive at the right Customer Experience Vision and Programme, as well as take it all the way through to activation with our new Content team. Ideal if you want the rigour of strategic customer thinking applied to your customer content and communications. For further information click here

LEXDEN REQUESTED TO PRESENT AT THE 'WEALTH MANAGEMENT ADVISERS' MEETING OF MINDS EVENT

APR 2017

Owen James has invited Lexden to lead working sessions on ‘What does a great Customer Experience look like and how to build it’. At the event in Leeds on 27th April 2017, Financial Advisory companies will be looking how to bring CX into their world with consideration to regulation and technology .

LEXDEN TO SPONSOR THE FSFORUM'S CUSTOMER EXPERIENCE AWARD 2017

APR 2017

For the third consecutive year, we will be sponsoring this coveted prize at the Financial Services Forum’s annual awards event held towards the end of the year. Last year’s winners Direct Line raised the bar so we are looking forward to seeing the calibre of this year’s entry.

LEXDEN APPOINTED TO SUPPORT JUST RETIREMENT

APR 2017

We are delighted to be appointed by the retirement specialist to further advance their commitment to customer-led thinking through customer experience.

LEXDEN PUBLISH VOICE OF THE CUSTOMER 2017 TRENDS REPORT

MAR 2017

Following a study of Customer Experience Leaders and Voice of the Customer Managers, we have collated the trends and future priorities in this space. The study, launched earlier this year at SandSIV’s CX breakfast briefing highlights what practioners are looking for in feedback platforms today, and tomorrow.  The study is now available as a whitepaper download from our website. Sign up below for access to this and other white papers. Read more...

LEXDEN'S CHRISTOPHER BROOKS TO SPEAK AT PROTECT 2017

MAR 2017

We are delighted to be again speaking at PROTECT ASSOCIATION July event held in London> PROTECT, headed by Steve Devine is a leading Protection Insurance industry members think tank. At the event we will share insights into the increasing influence of customer experience in this sector and how organisations can capitalise on the opportunities it brings.   Read more...

UCL PICK UP AWARDS FOR STUDENT EXPERIENCE

FEB 2017

Congratulations to the UCL Accommodation team for the Service Excellence to Students Award at the Professional Services Awards 2017. We’ve been working with them on the Welcome Day campaign and other initiatives since the summer of 2016 and are delighted to be part of their team. Read more...

2017 PRIORITIES FOR CUSTOMER EXPERIENCE FEEDBACK

FEB 2017

Our Managing Director Christopher Brooks recently wrote Lexden’s 2017 Priorities for Customer Experience Report. It’s a great read for anyone with an interest in customer insight, research or VoC in particular.

LEXDEN LAUNCH SERIES OF SHORT VIDEOS EXPLAINING THE POWER OF EXQ AND THE BRANDED EXPERIENCE PLATFORM

FEB 2017

Christopher Brooks, MD and Prof Dr Phil Klaus, NED have produced a series of short Customer Experience insight films on the value of two leading models in the sector; Experience Quality Measurement (EXQ) is the award winning measure of behaviour change achieved from CX. It is significantly more reliable than conventional measures providing clients with immediate profit gains. Plus, the Brand Experience Platform (BEX) which is a proven method for creating differentiation from customer experience investment through brand. All videos can be viewed on our website.   Read more...

LEXDEN TO JUDGE AT THE UK NATIONAL INNOVATION AWARDS 2017 IN CUSTOMER EXPERIENCE CATEGORIES

FEB 2017

We are delighted to be judging the innovation in Voice of the Customer category. This is an areas we have advised clients such as Sony and William Hill previously.

LEXDEN'S MD DELIVERS CUSTOMER EXPERIENCE LECTURES AT THE INTERNATIONAL UNIVERSITY OF MONACO

JAN 2017

Christopher Brooks shared his experience on ‘Applied Customer Experience’ with students from the University. The lectures included examples of how Customer Experience is being translated and applied in organisations with varying degrees of success.

LEXDEN TO SPEAK AT SANDSIV'S CONFERENCE

JAN 2017

We are delighted to be invited to speak at enterprise Voice of the Customer technology service provider SandSIV’s Conference on January 26th in London.  We will be sharing our 2017 VoC paper prepared from interviews with VoC leaders at the close of 2016 about their expectations for 2017. If you would like to attend, check availability here.

MEASURING CUSTOMER EXPERIENCE IS LEXDEN'S BUSINESS BOOK FOR 2017

JAN 2017

We are recommending you make Measuring Customer Experience by Professor Dr Phil Klaus your CX must read of 2017. Undoubtedly it will continue to be in the top business sellers for Customer Experience books this year. If CX is your world, this is an essential for your collection.  

LEXDEN REACHING AN INTERNATIONAL AUDIENCE

DEC 2016

Looking back over 2016, we’ve identified we’ve supported Customer Experience commissions in 10 countries. With Denmark, Holland and the Philippines being new destinations for the Lexden team in 2016. “Such is the transferable value of customer experience expertise that we anticipate CX support and solutions will be sought even further and wider in 2017.”, Christopher Brooks, Director, Lexden.

DIRECT LINE COLLECT LEXDEN SPONSORED CUSTOMER EXPERIENCE AWARD

NOV 2016

Not for the first time a CX event sponsored by Lexden is won by Direct Line. This time it was the Financial Services Forum’s Customer Experience Award presented at the annual industry awards ceremony held at the Guild Hall, London. ColumbiaThreadneedle and Lloyds were runners-up on the night.

LEXDEN APPOINT RSA CUSTOMER STRATEGY EXPERT

OCT 2016

Lexden has appointed PRINCE2 qualified consultant James Edmonds from household insurance provider More Th>n. MD Christopher Brooks said, ‘We are delighted to have James on board. Having worked with him as a client, I know his strengths and how much of an asset he will be for Lexden and for our clients.’

LEXDEN JUDGE AT THE 2016 CX AWARDS

SEP 2016

We are delighted that Colette Porter, Lexden Associate is judging for Lexden for the 3rd year running at the CX Awards in London.

LEXDEN REPRESENTED AT THE 2016 CX AWARDS

AUG 2016

For the 4th year running we will be represented at the premier awards event in Customer Experience. Colette Porter will be judging for Lexden at the 2016 UK CX AWARDS

LEXDEN APPOINTED BY UNIVERSITY COLLEGE OF LONDON

AUG 2016

We are delighted to have been appointed by UCL to support their focus on residential student experience.

LEXDEN HITS 35,000 VIEWS ON BLOG

JUNE 2016

Lexden CX blog passes 35,000 views. Read more...

LEXDEN's MD CHRISTOPHER BROOKS HAS BEEN PUBLISHED IN THE CX MAGAZINE

JUNE 2016

Read the interview with Kent Reliance’s Head of Customer Strategy and Insight, Stephen Plimmer on how their CX plans are transforming the FS provider in to a real contender. Read more...

LEXDEN APPOINTED BY SYNGENTA ON NEW PROJECT

JUNE 2016

Lexden has been appointed to support Syngenta on aspects of their CX Strategy.

LEXDEN REPRESENTED AT THE FS CX AWARDS AND CX AWARDS

JUNE 2016

Lexden will be chair of judges at the second FS CX Awards in London in July. This prestigious event was partnered by Lexden in it’s inaugural year

NEW CONSULTANT BETH RICHARDSON JOINS LEXDEN

MAY 2016

Beth Richardson joins Lexden as an associate consultant. Having Beth’s expertise in FS CX further boots our experience in this sector.

LADBROKES APPOINT LEXDEN

MAY 2016

We are delighted to be working with Ladbrokes on aspects of their customer experience.

LEXDEN SUPPORT SYNGENTA'S CUSTOMER EXPERIENCE ACTIVITY

MAY 2016

Lexden have been appointed by leading agriculture specialist to support their customer experience programme.

Lexden launch the 'Customer Experience' game

APRIL 2016

Lexden launch the ‘Customer Experience’ game – a new interactive game which uses client’s customer feedback to help employees drive CX improvements. Lexden’s Director, Christopher Brooks explains, ‘We have discovered playing CX is the most productive way for front line and back office staff to collaborate to create great improvements for customers’.

Lexden has been appointed by Coop Bank

APRIL 2016

Lexden has been appointed by Coop Bank to drive forward the bank’s focus on customers through employee engagement.

ACE launches a syndicated Experience Quality Customer Performance (EXQ©) study

APRIL 2016

ACE launches a syndicated Experience Quality Customer Performance (EXQ©) study for the AirTravel sector. This is the first world-wide syndicated study using Professor Dr Phil Klaus’ award winning CX performance measure.

Air Travel Customer Experience (ACE) is now open for business

MARCH 2016

Lexden’s dedicated AirTravel Customer Experience Unit ‘ACE’ is now open for business. Partner Julian Lukaszewicz will be leading a CX training session for 30 Airline and Airport CEO’s in May.

NEW 'Lexden CX Design'

MARCH 2016

Lexden has opened Lexden CX Design, a dedicated unit set up for customer journey mapping and internal visualisation of CX Communications.

NEW APPOINTMENT - Flight Global

MARCH 2016

Lexden has been appointed by Flight Global the B2B aviation insight and data specialist.

Christopher Brooks presents at the Customer Analytics, Insight and Experience Forum 2016

February 2016

Lexden’s MD, Christopher Brooks presents ‘A more meaningful customer experience measure’ at the Customer Analytics, Insight and Experience Forum 2016 at the London Marriott Hotel West India Quay.

Lexden You Tube is LIVE!

JANUARY 2016

Lexden TV is live! All of Lexden’s presentations from the CX Masterclass in FS CX is now live. Click the News URL to view the expert content videos. Read more...

Lexden speaking at the Customer Analytics, Insights and Experience Forum, London on 16th 18th February 2016

JANUARY 2016

Lexden’s MD, Christopher Brooks has been invited to speak at the Customer Analytics, Insights and Experience Forum, London on 16th 18th February 2016

Lexden has become members of The Financial Services Forum

JANUARY 2016

It’s a real pleasure to be part of the Financial Services Forum’s sector and to join other communities.

"Driving Cultural Change to Improve CX" at the Financial Services Forum, presented by Christopher Brooks

DECEMBER 2015

The FSF Forum recognises the growing importance of Customer Experience for Financial Services. Read more...

Lexden's MD, Christopher Brooks interviews Head of CX, Toni Adams at Carpetright

December 2015

Continuing a series of interviews with heads of customer experience, Christopher caught up with Toni Adams, Head of Customer Experience at Carpetright. Full article on CXM. Read more...

New Service for CX ‘starters’

November 2015

Lexden are delighted that Colette Porter has joined as an associate consultant to promote Lexden’s new CXStart programme, designed for medium and small sized companies looking to profit from CX. For more details contact christopherbrooks@lexdengroup.com

Financial Services Forum

November 2015

Christopher Brooks will join Direct Line to present ‘Driving Culture Change to improve Customer Experience’ at the FSF in December

Brunel University

November 2015

Christopher Brooks presented ‘the future of CX’ to Brunel’s MBA students and Professor Dr Phil Klaus

Christopher Brooks interviews npower's Head of CX Kelly Iles

OCTOBER 2015

Christopher Brooks Managing Director from Lexden Customer Strategy Consultants caught up with Kelly to find out just what npower has in store for its customers. Read more...

ICEI - International Customer Experience Institute

OCTOBER 2015

Lexden’s Christopher Brooks is to be part of a consortium devised to scope the requirements for a new International Customer Experience Institute run by a number of leading professors in CX.  

NEW CLIENT - The Telegraph

OCTOBER 2015

Lexden are delighted to be appointed by The Telegraph to support an internal change management project.

LEXDEN CONFIRMED TO SPEAK AT FINANCIAL SERVICES FORUM BRAND EVENT

OCTOBER 2015

Christopher Brooks, MD of Lexden will be discussing ‘branded financial services customer experience’ at the Financial Services Forum Brand Council event on 15th October 2015

JUDGES AT THE CUSTOMER SERVICES AWARDS 2015

OCTOBER 2015

Lexden will be judges at the Customer Services Awards 2015 to be held at Radisson Blu Hotel, Heathrow on 27th November 2015.  

LEXDEN HOSTING A MASTERCLASS IN FINANCIAL SERVICES CUSTOMER EXPERIENCE AT THE ABI

OCTOBER 2015

Lexden will be hosting a half ‘Masterclass in Financial Services Customer Experience’ at the Association of British Insurers’ Gresham Street, London offices on Friday 30th October 2015. Several case studies of excellence will be presented. The complimentary event is invitation only, contact Christopher Brooks for tickets if you would like to come but haven’t received an invited yet.  

CB PRESENTS "THE FUTURE OF FINANCIAL SERVICES COMMUNICATIONS"

SEPTEMBER 2015

Christopher Brooks presents ‘The Future of Financial Services Communications’ at PROTECT’s Annual Event held at the Marriott, Park Lane, London. A copy of the presentation can be downloaded here.

LEXDEN PARTNER HOST FOR CSTN

SEPTEMBER 2015

Lexden has been announced as the partner host for the CSTN event on CX to be held at the Dominion Theatre, London on 11th December. Lexden’s Dr Professor Phil Klaus will be the keynote speaker.

NEW MARKETING COMMUNICATIONS CONSULTANT JOINS LEXDEN GROUP

SEPTEMBER 2015

We are delighted that Sara Rutstein joins Lexden as Marketing Communications Consultant. Sara’s experience in social and traditional marketing planning and activation will be put to good use driving awareness of Lexden’s products and services. Read more...

LEXDEN MD JUDGES FOR BANKING & INVESTMENT CATEGORY AT THE UK 2015 CUSTOMER EXPERIENCE AWARDS

SEPTEMBER 2015

Christopher Brooks, MD of Lexden Group was chair of Judges for Banking and Investment category at the UK 2015 Customer Experience Awards. It was a battle of the brands with Natwest, Visa and Barclays presenting great case studies. However,  Nationwide took the runners up spot with Virgin picking up gold on the day. Read more...

LEXDEN LAUNCH ACE (AVIATION CUSTOMER EXPERIENCE)

August 2015

ACE is a specilaised unit focusing on driving profit from CX for aviation clients. Following the arrival of Professor Julian Lukaszewicz, a former Skytrax consultant, as an associate at Lexden we’ve developed a specific unit dedicated to driving profit from customer experience for airlines, airports and travel operators. Applying a combination of behavioural economics, analytics and bringing significant experience from other sectors we intend to create incremental profit for clients by creating committed customers.  For more contact info contact christopherbrooks@lexdengroup.com

LEXDEN LAUNCH A NEW LOOK WEBSITE TO SHOWCASE OUR CUSTOMER EXPERIENCE SPECIALISM

August 2015

With a ‘customer first’ culture, we often neglect our own progress prioritising our client’s challenges. However, we are delighted to say we have a new shop window; our website. Designed by Powwowcreative we hope this will create a clearer articulation of what we do and how it helps our clients drive profit from their customer strategies.

LEXDEN LAUNCH PROMOTION TO WIN A COPY OF 'MEASURING CUSTOMER EXPERIENCE' FROM PROF. DR PHIL KLAUS'

July 2015

Lexden’s ‘Customer’s World Update’  provides free bit size insights, ideas and inspiration for customer strategies. It’s well subscribed to by blue chip from across the globe and we are offering the chance  to win one of three signed copies of Lexden’s very own Professor Dr Phil Klaus’s best-selling Amazon business book, ‘Measuring Customer Experience’. To sign-up click here.

LEXDEN PARTNER AT THE INAUGURAL FINANCIAL SERVICES CUSTOMER EXPERIENCE AWARDS

July 2015

The 2015 Financial Services Customer  Experience Awards were a roaring success. Lexden played a major role key note speaking, judging, partnering and presenting the awards to the great and the good. Congratulations to Nationwide Building Society, Standard Life and Direct Life among others. CX award winnwe

LEXDEN FEATURE IN THE CUSTOMER EXPERIENCE MAGAZINE DISCUSSING APPOINTMENT OF PROF DR PHIL KLAUS

July 2015

As a regular contributor to the Customer Experience Magazine we were delighted when they picked up and featured the appointment of our Non-Exec Professor Dr Phil Klaus. The article gives the background on why Phil has become a world leader in CX measurability and how he sees Lexden as a future leader in the world of CX consultancy. Click here to view the article.

LEXDEN APPOINTED PARTNER AT THE FINANCIAL SERVICES CUSTOMER EXPERIENCE AWARDS

June 2015

We are delighted to be associated with this inaugural event which will be sure to become a key date in the financial services calendar in the future.

LEXDEN SPEAK AT THE PROTECT EVENT COVERING 'CX MYTH BUSTING'

June 2015

Lexden has become a regular speaker at PROTECT (life & protection forum) sharing the insight on what matters to customers in this sector. At Essingdon Golf Club we will be sharing some ‘out of school’ insights on where CX practioners can improve to drive greater profitability from their CX investments.

Lexden appointed by The Cooperative Bank

May 2015

We are delighted to be appointed by The Co-Operative Bank to assist in driving forward their customer-led agenda.

Christopher Brooks to speak at Fan Experience Conference

February 2015

Christopher Brooks will be joining Arsenal, Real Madrid, Paris St Germain and Liverpool Football Clubs speaking at the inaugrual Fan Experience Conference held at Lords Cricket Club onWednesday 29th and Thursday 30th April 2015

Lexden appointed by Ageas Partnerships

February 2015

We are delighted to accounce we will be working with Ageas Partnerships to strengthen their formidable UK Partnerships proposition Read more...

Lexden feature in CX webinar

January 2015

Christopher Brooks joined Syngro’s Jim Thomas and Professor Dr Philip Klaus to speak on the Financial Impact of Customer Experience Webinar on 22nd January 2015. Contact christopherbrooks@lexdengroup.com for a link to this oversubscribed service

Lexden appointed as Associate Consultants

December 2014

Lexden has been appointed as an Associate Consultant to Nunwood

Lexden's blog hits new heights

December 2014

Lexden’s Unordinary Thinking & CX wordpress blog posts pass 25,000 views

We have moved

November 2014

Lexden has a new home – ideal for creative customer strategy thinking. We have move to new offices at The Courtyard, Wind Hill, Bishops Stortford, Herts, CM23 2ND.T +44 (0) 1279 902205

Property Trade Press Feature

November 2014

Lexden are interviewed in a feature in The Property and Developer magazine

Lexden present at the Financial Services Forum

October 2014

Christopher Brooks spoke at the Financial Services Forum event on ‘Brand impact on Customer experience. Slides now available on request

Payment Card expert consultant joins Lexden

November 2014

Lexden are delighted to announce that Asif Chaudhry has joined Lexden as Senior Consultant

Judging at 2014 DMA Awards

October 2014

Christopher Brooks judged the Customer Journey category at this years DMA awards (Dec 2014 update: Mothercare won after demonstrating they have doubled revenues after applying basic CX principles)

Lexden chair CX Awards

September 2014

Christopher Brooks was Chair Judge at the CX Awards at Excel where Direct Line picked up Insurance brand of the year

Lexden invited to speak at PROTECT for the second year

September 2014

Christopher Brooks spoke at the PROTECT conference AGM launching Lexden’s new CX 2020 for GI providers (slides available on request)

Lexden's new website under construction

September 2014

PowWow creative have been appointed to develop Lexden’s new website launching in 2015

Lexden appointed

August 2014

Lexden appointed by Refinery Agency, Manchester to develop a planning function strategy

Lexden celebrates 3 years

July 2014

Lexden celebrates 3 years as a Customer Strategy Agency

Customer Experience magazine

June 2014

You can catch Lexden’s latest article in the Customer Experience Magazine interviewing newco CX Talent, the UK’s only dedicated customer experience recruitment company

Customer Experience awards 2014

May 2014

Christopher Brooks has been appointed to judge this years Customer Experience awards

PROTECT's Annual Conference appoint Lexden

March 2014

Lexden has been confirmed to speak at PROTECT’s 2014 Annual conference in Sept 2014

Barclaycard appoint Lexden

February 2014

Lexden has been appointed to support Barclaycard with its MPOS strategy

Hiscox appoint Lexden

February 2014

Lexden has been appointed to partner Hiscox with its customer strategy ambitions

Chi-Hong Teo joins Lexden

January 2014

Lexden are delighted that Chi-Hong Teo has joined as a senior customer experience consultant from Virgin Media, winners at the 2013 CX Awards

Carlson Rezidor appoint Lexden

December 2013

Lexden has been appointed to support Carlson Rezidor with their Guest Experience strategy across EMEA

Customer Experience Magazine

November 2013

Lexden is proud to have become a contributor to the Customer Experience Magazine. The first article, an interview with former Head of Customer Experience Strategy at Virgin Media, Paul Elworthy

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