It has long been recognised that culture and geography have an impact on customer experience management, priorities and delivery. The European Customer Experience Organisation set up in 2020 seeks to raise the standards for CX across Europe. Their endeavours to date include locally translated content and bringing together hundreds of practitioners to ‘raise the CX bar’ for companies to get best advice on strategy and improvements from an independent source. One of their latest initiatives is to bring some of the most advanced thinkers viewpoints to the wider CX community. We are delighted that Lexden’s principal global CX consultant has been invited to host this new series. “It is very important to recognise diversity in CX practice, across geography as much as sector. I am very much looking forward to speaking with the mavericks pushing the boundaries and sharing their advancing ideas with such as progressive community” – Christopher Brooks
We are delighted that Lexden CX has been approved as a GOLD supporter of the Customer Experience World Games. Now in its 3rd year, CXWG is a CX for good movement helping charities to achieve better outcomes through CX. Open to anyone in CX, each year several games are played where teams positively compete to create the best solution to challenges charities and community groups across the world face. With over 20 challenges complete and 400 players involved to date we are proud to be associated with such a voluntary endeavour As GOLD sponsor we will be providing the CXWG with technology, resource and investment to ensure the games continue to be a great and fulfilling experience for all. Without revealing too much there will be some brand new games in 2022, so watch this space for more. Players can sign up at the CXWG Linkedin page
Hellios accredits supplies to the UK Financial Services Industry. Lexden was invited several years ago through our work with More Than. We continue to be recognised and trusted as a CX consultancy to the retail banks, investment bank, insurers, life and pension institutions, building societies and many more Helios represent. When Lexden started 15 years ago we began with just two clients; Visa and Tesco Bank. We are proud that our heritage is in Financial Services and delighted our expertise in this area continues to be available through Helios FSQS certification. FSQS Certificate (Lexden Limited)
Now in its 9th series, The Customer Experience Superheroes podcast, hosted by Lexden’s Christopher Brooks was voted one of the top CX podcasts to listen to. With hundreds available, we are delighted with this. Martechvibe announced recently their rankings for the bext podcasts in CX, and the Superheroes were there! If you want to hear the latest edition with CX lead at the newly created of Delli, click the link and enjoy.
To further establish our international credentials Lexden have partnered with Fuzers CX. Lexden’s MD Christopher Brooks said, “Partnerships are precious. They need to be nurtured with respect for each others strengths and ways of working. With lead consultant, Piotr Wojciechowski and the team we have found a wonderful fit. Piotr’s reputation for high standards of excellence mirrors our own and I cant wait to begin our first CX Transformation project together next month”.
We are delighted that Aileen Machado has agreed to be a part of our senior consultancy team. With many years in customer experience management both in Europe and South America, Aileen is an exceptional talent with both geographical and cultural experience in consumer and b2b CX. Her international experience is essential for global CX transformation programmes. Aileen will be both a part of Lexden’s team focussing on global CX transformation clients, but also involved with quality development and CX technologies. Welcome Aileen.
Understandably, we are delighted to be working with one of the most exciting brands on the planet in ASOS. They have come so far in a short space of time, much of which is due to their commitment to CX. We look forward to continuing that journey.JUN 2018
We pride ourselves in taking customer feedback insight and translating it into quality CX improvements. We’ve worked with many of the leading VoC platforms helping clients to achieve this. So we were delighted to be approached by Medallia to join their exclusive group of CX advisory consultants they recommend to their clients. Read more...
We have always admired the work of Morris Pentel and the Customer Experience Foundation. We are delighted to have the opportunity to collaborate on new models and advanced sciences in customer experience.
Writing about the link between Customer Experience and profitability and how to make it using EXQ, Lexden’s Christopher Brooks is featured in this month’s Warc. The go-to trade publication for marketing.
We hosted our latest CX Afternoon Tea Social in March at the Ham Yard Hotel, Soho, London. With guests from TUI, M&S, Volvo, Intercontinental Hotels, Just Retirement and the Kent Fire Brigade it was a great exchange of ideas and insights. And a great excuse to indulge in tea and cake! Our next event is in June. Places are limited and only open to client practitioners (for free). Email email@example.com quoting ‘afternoon tea’ if you’d like to attend the next one.
“It’s a great company in an extremely progressive and innovative market. Customer Experience will help separate those who are in their to provide long term value for customers from the rest. We are delighted to be part of the SE team”.
With over 80 CX events in 2017, it’s a challenge to keep up with what’s on where and when. With more interactivity and a unique subscription service to follow, Lexden’s 2018 listing is now available. Contact firstname.lastname@example.org for a copy.
As part of Rialto’s Expert sessions, Lexden’s MD has been invited to demonstrate the case for Customer Experience. This will cover how being an SME can give you the upperhand when it comes to CX. Scheduled for January 26th 2018. This event is now sold out.
Prof Dr Phil Klaus has had a long association with Lexden. We were delighted he could speak at the Compeer ‘client view’ event. His topic explained how focusing on the ‘why’ behind customer choices was the route to CX success. He shared his award winning EXQ method, which Lexden exclusively implement here in the UK.
Following the success of the 2017 listing which featured over 75 CX Events across the globe, Lexden have agreed to provide the same content for 2018. “We want all CX Practioners to have access to all the events going on so that they don’t miss out”. In 2018, there will be an additional review section provided as well.
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.
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.
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 email@example.comJUL 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...
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.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...
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”.
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
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 .
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.
We are delighted to be appointed by the retirement specialist to further advance their commitment to customer-led thinking through customer experience.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...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...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...
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.
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...
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.
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.
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.
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.
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.
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 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.’
We are delighted that Colette Porter, Lexden Associate is judging for Lexden for the 3rd year running at the CX Awards in London.
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
We are delighted to have been appointed by UCL to support their focus on residential student experience.JUNE 2016
Lexden CX blog passes 35,000 views. Read more...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 has been appointed to support Syngenta on aspects of their CX Strategy.
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
Beth Richardson joins Lexden as an associate consultant. Having Beth’s expertise in FS CX further boots our experience in this sector.
We are delighted to be working with Ladbrokes on aspects of their customer experience.
Lexden have been appointed by leading agriculture specialist to support their customer experience programme.
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 to drive forward the bank’s focus on customers through employee engagement.
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.
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.
Lexden has opened Lexden CX Design, a dedicated unit set up for customer journey mapping and internal visualisation of CX Communications.
Lexden has been appointed by Flight Global the B2B aviation insight and data specialist.
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.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’s MD, Christopher Brooks has been invited to speak at the Customer Analytics, Insights and Experience Forum, London on 16th 18th February 2016
It’s a real pleasure to be part of the Financial Services Forum’s sector and to join other communities.
The FSF Forum recognises the growing importance of Customer Experience for Financial Services. Read more...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...
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 firstname.lastname@example.org
Christopher Brooks will join Direct Line to present ‘Driving Culture Change to improve Customer Experience’ at the FSF in December
Christopher Brooks presented ‘the future of CX’ to Brunel’s MBA students and Professor Dr Phil KlausOCTOBER 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...
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.
Lexden are delighted to be appointed by The Telegraph to support an internal change management project.
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
Lexden will be judges at the Customer Services Awards 2015 to be held at Radisson Blu Hotel, Heathrow on 27th November 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.
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 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.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...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...
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 email@example.com
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’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.
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.
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.
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 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.
We are delighted to be appointed by The Co-Operative Bank to assist in driving forward their customer-led agenda.
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 2015February 2015
We are delighted to accounce we will be working with Ageas Partnerships to strengthen their formidable UK Partnerships proposition Read more...
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 firstname.lastname@example.org for a link to this oversubscribed service
Lexden has been appointed as an Associate Consultant to Nunwood
Lexden’s Unordinary Thinking & CX wordpress blog posts pass 25,000 views
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
Lexden are interviewed in a feature in The Property and Developer magazine
Christopher Brooks spoke at the Financial Services Forum event on ‘Brand impact on Customer experience. Slides now available on request
Lexden are delighted to announce that Asif Chaudhry has joined Lexden as Senior Consultant
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)
Christopher Brooks was Chair Judge at the CX Awards at Excel where Direct Line picked up Insurance brand of the year
Christopher Brooks spoke at the PROTECT conference AGM launching Lexden’s new CX 2020 for GI providers (slides available on request)
PowWow creative have been appointed to develop Lexden’s new website launching in 2015
Lexden appointed by Refinery Agency, Manchester to develop a planning function strategy
Lexden celebrates 3 years as a Customer Strategy Agency
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
Christopher Brooks has been appointed to judge this years Customer Experience awards
Lexden has been confirmed to speak at PROTECT’s 2014 Annual conference in Sept 2014
Lexden has been appointed to support Barclaycard with its MPOS strategy
Lexden has been appointed to partner Hiscox with its customer strategy ambitions
Lexden are delighted that Chi-Hong Teo has joined as a senior customer experience consultant from Virgin Media, winners at the 2013 CX Awards
Lexden has been appointed to support Carlson Rezidor with their Guest Experience strategy across EMEA
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