Generated by All in One SEO v5.0.0.1, this is an llms.txt file, used by LLMs to index the site.

# Lexden

## Sitemaps

- [XML Sitemap](https://lexdengroup.com/sitemap.xml): Contains all public & indexable URLs for this website.

## Posts

- [How to Assess CX Competency Levels in Teams: Developing a Framework for Assessing CX Skills](https://lexdengroup.com/how-to-assess-cx-competency-levels-in-teams-developing-a-framework-for-assessing-cx-skills/) - Written by James Edmonds Over the past 17 years in UK Financial Services, I’ve come to understand how pivotal customer experience (CX) is to a company’s success. Meeting and exceeding customer expectations is a critical differentiator, especially in an industry where trust and loyalty are hard-earned. However, delivering outstanding CX isn’t a matter of chance:
- [Is Your CX Strategy Failing to Deliver?](https://lexdengroup.com/is-your-cx-strategy-failing-to-deliver/) - As a CX leader, you understand the pivotal role customer experience plays in driving business success. Yet, despite your best efforts, you may find yourself grappling with challenges that hinder your progress. Perhaps you’ve struggled to secure the necessary budget and resources for your initiatives. Maybe you’ve faced resistance from other departments or failed to
- [Transform Your CX Strategy:](https://lexdengroup.com/transform-your-cx-strategy/) - Are you wasting money on inefficient CX? Customer Experience is vital for business success, yet many organisations struggle to align their efforts with customer expectations. Common challenges include overspending on misaligned initiatives, delivering low-value services, and misunderstanding customer needs. Lexden’s Customer Experience Maturity Assessment (CEMA) provides a clear framework to uncover inefficiencies, align strategies, and
- [Lexden recognised with 2026 Global Recognition Award](https://lexdengroup.com/lexden-recognised-with-2026-global-recognition-award/) - Lexden has been awarded a 2026 Global Recognition Award, recognising exceptional achievement in innovation, customer experience, leadership, and research. The award is highly selective. Fewer than 6 per cent of 15,000 annual entrants receive recognition. Lexden’s performance placed it at the top end of the judging scale. This recognition reflects a deliberate shift in Lexden’s
- [CX World Games](https://lexdengroup.com/cx-world-games/) - This video details what the Customer Experience World Games is, how they were founded during the pandemic, and how you can become a member of this 750+ CX practitioner volunteer community. In 2020, our founder Christopher Brooks came up with the great idea of the CXWG. He wanted to use CX make a difference during the coronavirus pandemic,
- [Why Your CX Programme May Be Underperforming — And What Leaders Are Actually Doing About It](https://lexdengroup.com/why-your-cx-programme-may-be-underperforming-and-what-leaders-are-actually-doing-about-it/) - Most organisations we speak to have invested significantly in customer experience. They develop strategies, map journeys, introduce measurement systems, and set ambitious targets. Yet, despite these efforts, many leaders still find themselves asking the same question: Why isn’t this work driving the outcomes we expected? From our experience working alongside senior marketing directors, customer officers,
- [Lexden Reconfirmed on FSQS Register for 2026](https://lexdengroup.com/lexden-reconfirmed-on-fsqs-register-for-2026/) - Lexden is pleased to announce that we have once again been accredited on the FSQS register for 2026 — a recognition of the highest standards of professional conduct, governance, data controls and operational robustness expected by the UK financial services sector. FSQS accreditation is used by leading banks, insurers and financial institutions to pre‑qualify suppliers.
- [Wake Up to CX Reality: Practical Conversations from HumanEdge](https://lexdengroup.com/wake-up-to-cx-reality-practical-conversations-from-humanedge/) - Wake Up to CX Reality Wake Up to CX Reality is a fortnightly coffee chat series created to bring CX conversations back to lived experience. Each session is a short, focused discussion grounded in the realities CX leaders face when improving experiences inside complex organisations. Rather than theory or trend‑chasing, the series explores practical questions
- [Why CX Management Must Be a Strategic Priority, Not a Tactical Fix](https://lexdengroup.com/why-cx-management-must-be-a-strategic-priority-not-a-tactical-fix/) - Customer Experience Management is often treated as tactical. Learn why CXM must be a strategic priority and how leaders embed it into business strategy.
- [Secrets to success in CX: Sharing everything in the spirit of progress](https://lexdengroup.com/secrets-to-success-in-cx-sharing-everything-in-the-spirit-of-progress/) - CX Leadership: discover how a customer experience culture of sharing builds trust, drives collaboration, and delivers measurable CX success. How a culture of sharing drives customer experience success. Childhood lessons we forget in business Do you recall as a child a parent or teacher saying, ‘play nicely, share your toys’? Now fast forward to your business environment. How many times have others withheld information or sat on insight you needed? Sharing isn’t a natural
- [EXQ - The Accountable CX Metric](https://lexdengroup.com/exq-the-accountable-cx-metric/) - If you were challenged to justify your CX spend based on a metric, what would you feel most comfortable demonstrating a contribution to the business? Satisfaction? What’s a sentiment worth? NPS, what’s an intention to recommend worth? Arguably nothing until it’s a realised behaviour. And if these are a proxy for something else, then measure
- [Lexden in OK! Magazine Georgia](https://lexdengroup.com/lexden-in-ok-magazine-georgia/) - Lexden’s work in Georgia was recently featured in OK! Magazine, highlighting the importance of customer-centric culture and the growing demand for international expertise in the market. In the interview, our colleague Sophie Chkhaberidze, CX Consultant at Lexden, discussed: Why leadership and accountability are essential for successful CX transformation How CX is both perception and reality
- [Mid-Year CX Check-In: Global Shifts and Lexden’s Leadership Highlights](https://lexdengroup.com/mid-year-cx-check-in-global-shifts-and-lexdens-leadership-highlights/) - As we reach the midpoint of 2025, we’ve taken time to reflect on where the customer experience discipline stands - and what Lexden has contributed so far this year. Across sectors, across borders, and across customer expectations, CX continues to evolve. AI, authenticity and emotional alignment are no longer differentiators - they’re the baseline. And
- [Lexden Chosen as CX Training Partner by GBNTC for Gulf Region](https://lexdengroup.com/lexden-chosen-as-cx-training-partner-by-gbntc-for-gulf-region/) - Lexden, specialists in CX empowerment for businesses striving to create exceptional customer experiences, have been selected as their partner by the Gulf Business Network Training Company (GBNTC) to lead CX training initiatives across the Gulf region.
- [Is 'travel'​ really ready for the return?](https://lexdengroup.com/is-travel-really-ready-for-the-return/) - We all know the saying, 'strong as the weakest link'. When it comes to resiliently rebuilding a sector, that's so true. Unless everyone looks out for everyone, there is a danger no one benefits. Here is a case in point. Typically, I plan for an annual trip to France the same way each year. This
- [Lexden Celebrates Six Award Shortlistings for Customer Experience Excellence](https://lexdengroup.com/lexden-celebrates-four-award-short-listings-for-customer-experience-excellence/) - Lexden, a leader in customer experience (CX) innovation, is thrilled to announce shortlistings for six prestigious awards, recognising our global commitment to transforming customer experiences. CX World Games Nominated for the BQF Patron’s Award In 2020, our Managing Director, Christopher Brooks, founded the Customer Experience World Games (CXWG) with a vision to make a positive impact through CX during
- [CX Training Format Spotlight: E-Based Learning for Scalable Impact](https://lexdengroup.com/cx-training-format-spotlight-e-based-learning-for-scalable-impact/) - Welcome to part three of our CX Training Format Spotlight Series, authored by Lexden's Michael Brandt. Explore E-Based Learning for Scalable Impact. You can also delve into the other instalments: The Enduring Power of Instructor-Led Training and Leveraging Webinar-Based Learning. Digital training formats have become indispensable in customer experience development, none more so than e-based
- [Leveraging Webinar-Based Learning for Consistent, Global CX Training](https://lexdengroup.com/leveraging-webinar-based-learning-for-consistent-global-cx-training/) - Welcome to part two of our CX Training Format Spotlight Series, authored by Lexden's Michael Brandt. Leveraging Webinar-Based Learning for Consistent, Global CX Training. You can also delve into the other instalments: The Enduring Power of Instructor-Led Training and E-Based Learning For Scalable Impact.In CX training, consistency isn't just preferable, it's imperative. Yet for today's
- [Spotlight on CX Learning Formats: Embracing Blended Learning](https://lexdengroup.com/spotlight-on-cx-learning-formats-embracing-blended-learning/) - Welcome to part four of our CX Training Format Spotlight Series, authored by Lexden’s Michael Brandt. This article will give you an appreciation of blended learning. You can also delve into the other instalments: - The Enduring Power of Instructor-Led Training- Leveraging Webinar-Based Learning - E-Based Learning for Scalable Impact In developing robust customer-centric capabilities across an organisation,
- [Customer Experience Leadership: 10 Years On, What Still Matters Most – Part 1](https://lexdengroup.com/customer-experience-leadership-10-years-on-what-still-matters-most-part-1/) - Revisiting enduring CX lessons from earlier leadership interviews Over the past decade, Lexden interviewed a wide range of Customer Experience leaders for Customer Experience Magazine and the now-closed MyCustomer. We’ve selected seven interviews from across that period to highlight enduring themes and lessons. Many of the individuals featured have since moved on to new roles,
- [The 7 Superpowers of CX Leaders](https://lexdengroup.com/the-7-superpowers-of-cx-leaders/) - A free webinar series on the traits of CX Leaders, from Lexden – Customer Experience Specialists Top-performing CX leaders share something in common: a customer-centric mindset. Drawing from 17 years of global CX work across 200+ countries—and insights from leading voices in our podcast and client work—we’ve identified 7 traits that consistently set the best
- [Customer Experience Leadership: 10 Years On, What Still Matters Most – Part 2](https://lexdengroup.com/customer-experience-leadership-10-years-on-what-still-matters-most-part-2/) - Sustainability, metrics, and the human side of CX This article is part of a two-part reflection on Customer Experience leadership, drawn from interviews conducted by Lexden over the past 10 years. The leaders featured shared their approaches at the time – some have since moved on, and some brands have changed ownership. We’ve selected highlights
- [Informal Learning: From Theory to CX Capability](https://lexdengroup.com/informal-learning-paths-in-cx-capability-building/) - Welcome the fifth and final part of our CX Training Format Spotlight Series, authored by Lexden’s Michael Brandt. This article will give you an appreciation of informal learning for building CX capability. You can also delve into the other instalments: – Embracing Blended Learning– The Enduring Power of Instructor-Led Training– Leveraging Webinar-Based Learning– E-Based Learning for Scalable Impact Rethinking How We
- [CX Training Format Spotlight 1: The Enduring Power of Instructor-Led Training](https://lexdengroup.com/cx-training-format-spotlight-1-the-enduring-power-of-instructor-led-training/) - Welcome to part one of our CX Training Format Spotlight Series, authored by Lexden's Michael Brandt. The Enduring Power of Instructor-Led Training. You can also delve into the other instalments: Leveraging Webinar-Based Learning and E-Based Learning. Why Human Connection Remains Irreplaceable in Customer Experience Development With AI on the march, many organisations rush to replace
- [The Impact of Customer Experience Training on Retention and Profitability: A Case Study in Elevator Maintenance](https://lexdengroup.com/the-impact-of-customer-experience-training-on-retention-and-profitability-a-case-study-in-elevator-maintenance/) - Written by Michael Brandt For anyone in business, customer retention is crucial for sustaining growth and enhancing profitability. One of the most effective strategies companies can adopt to achieve improved retention is implementing robust Customer Experience (CX) training. A real-world example highlights this connection, illustrating how effective communication and active listening can transform a potentially negative
- [Stop and Search Charter: A CX Perspective](https://lexdengroup.com/stop-and-search-charter-a-cx-perspective/) - The Metropolitan Police’s new Stop and Search Charter aims to improve how officers use one of policing’s most contentious powers in London. Co-produced with communities over 18 months and tested with 8,500 Londoners, it sets out formal commitments to improve transparency, officer conduct, and community trust. This approach mirrors customer experience (CX) thinking, which designs
- [Lexden: FSQS Accredited for Financial CX Excellence](https://lexdengroup.com/lexden-fsqs-accredited-for-financial-cx-excellence/) - Award-Winning Leaders in Customer Experience We are proud to announce that we have had our accredited status as a CX advisory service provider to FSQS's financial services partners renewed. This achievement underscores our ongoing commitment to providing high-quality, compliant, and reliable customer experience solutions to the financial services sector. At Lexden, we specialise in helping
- [Experimenting in CX to Create Even Better Outcomes](https://lexdengroup.com/experimenting-in-cx-to-create-even-better-outcomes/) - Written by Christopher Brooks For over twenty years, I have facilitated workshops for international clients. I follow two key rules: focus on the desired outcome and make it enjoyable. Over time, I’ve found that one without the other is far less effective. Customer experience leaders are under constant pressure to drive business success by embedding customer-centricity.
- [Lexden Launches Vibrant CX Communities](https://lexdengroup.com/lexden-launches-vibrant-cx-communities/) - Lexden Launches New CX Communities on LinkedIn Lexden has launched a series of dedicated LinkedIn communities, bringing together customer experience (CX) professionals with shared interests. First set up in October 2024, these groups provide a space for meaningful discussions, insights, and networking opportunities across key CX specialisms. With over 1,400 members already engaged, these communities are
- [CXWG Live in Lithuania: A Success Worth Repeating](https://lexdengroup.com/cxwg-live-in-lithuania-a-success-worth-repeating/) - Since 2020, the Customer Experience World Games (CXWG) have brought together 1,000 CX professionals to support over 25 charities worldwide. Through virtual challenges, teams collaborate to solve donor, beneficiary, or volunteer experience problems, delivering meaningful change for non-profits. In December 2024, the first live CXWG event took place in Lithuania, thanks to Gitana Veličkaitė-Remeikienė and
- [How to Effectively Engage Colleagues in Customer Experience Design](https://lexdengroup.com/how-to-effectively-engage-colleagues-in-customer-experience-design/) - How to Engage Colleagues in Designing Customer Experience Improvements Customer-facing staff are naturally engaged in customer experience. However, for functions removed from direct interaction with customers, it can often be seen as a secondary concern. Yet, engagement across the organisation is essential. Even if a role does not involve serving customers directly, it likely supports
- [Yorkshire’s CX Success: Highlights from Our York Event](https://lexdengroup.com/yorkshires-cx-success-highlights-from-our-york-event/) - Building CX Momentum Across Yorkshire Since launching the CX Yorkshire community, we’ve been inspired by members’ commitment to improving customer outcomes. Steve Dale, a CX consultant at Lexden, has been instrumental in leading the community. Over the past few months, he’s met business owners and CX leaders at various events across Yorkshire. These conversations revealed
- [The downhill dangers of digital experiences](https://lexdengroup.com/the-downhill-dangers-of-digital-experiences/) - Digital experiences are designed to enhance customer journeys, offering convenience and efficiency. However, when they fail, they can disrupt customer satisfaction and harm a company’s reputation. In this article, I share real-life examples from a recent ski trip to Chamonix that illustrate why resilient digital experiences are essential for maintaining trust and delivering value. Lessons
- [The Power of Empathy in Customer Experience Training](https://lexdengroup.com/the-power-of-empathy-in-customer-experience-training/) - Empathy has become a hot topic in customer experience (CX), and for good reason. It’s not just a trendy term; it’s the bedrock of outstanding customer service and a powerful differentiator in competitive markets. For organisations serious about delivering exceptional CX, empathy training is essential. It equips employees with the skills to truly connect with
- [The Ultimate A-Z Guide to Modern Customer Experience (CX)](https://lexdengroup.com/the-a-z-of-customer-experience-guide/) - Welcome to our exclusive series, your gateway to the comprehensive world of customer experience (CX). Within these pages, we unveil the new CX lexicon, a collection of terms and insights that will both resonate with your existing knowledge and introduce you to new concepts. Our aim is to illuminate the advanced realm of customer experience
- [CXWG Goes Live: A Lithuanian Adventure](https://lexdengroup.com/cxwg-goes-live-a-lithuanian-adventure/) - In December 2024, the Customer Experience World Games (CXWG) reached a new milestone: going LIVE in-person. A special day in Lithuania, involving Gitana Veličkaitė-Remeikienė, a CX consultant from Towards Customer, left us all incredibly excited about the future of the Games. A Growing Movement Since 2020, we've played the CXWG with nearly 1,000 volunteer players
- [Three Steps to Build a Customer-First Mindset Across Departments](https://lexdengroup.com/three-steps-to-build-a-customer-first-mindset-across-departments/) - To deliver a consistent customer experience, businesses must align their departments around a shared, customer-first mindset. Without shared understanding of what matters to customers, meeting their expectations becomes harder. Misalignment can erode customer confidence and ultimately lead to lost business. The challenge lies in coordinating departments, particularly those not customer-facing, to prioritise the customer despite
- [Advanced Tools to Embed a Customer-Led Mindset](https://lexdengroup.com/advanced-tools-to-embed-a-customer-led-mindset/) - Building on the foundational techniques in part one, this article explores advanced tools that help deepen a customer-first mindset. These customer-led mindset tools enable businesses to embed customer priorities across all departments effectively. 1. Craft Customer User Stories User stories are the golden currency of customer-centricity. They translate customer needs into actionable insights for internal
- [Addressing Cultural Differences in CX Training ](https://lexdengroup.com/addressing-cultural-differences-in-cx-training/) - Navigating a complex web of cultural nuances is a key challenge for Customer Experience (CX) teams in the global marketplace. Customers from different regions have distinct expectations, communication styles, and values that can profoundly impact how they perceive a brand. For cross-cultural CX teams, addressing these differences through tailored training is critical to success. Why
- [Lexden's Customer Experience Management (CXM) Training Programme](https://lexdengroup.com/lexden-launch-cxm-training-programme/) - With two decades of experience crafting CXM programmes, Lexden has condensed its learnings into a powerful training programme designed to accelerate your journey towards customer-centricity. Learn more and Book Designed for those who wish to accelerate and establish customer-centricity as a leading practice in their organisations, we will take you through six fundamentals across 3
- [Lexden Celebrates a Year of CX Success](https://lexdengroup.com/lexden-celebrates-a-year-of-cx-success/) - Lexden, a leading force in customer experience innovation, is thrilled to announce a series of accolades recognising our commitment to transforming customer experiences globally. A Year of Triumph This year has been a remarkable one for Lexden. Our Managing Director, Christopher Brooks, has been honoured with the prestigious CX Influencer of the Year and CX
- [The role of Customer Experience in Learning and Development (part 1)](https://lexdengroup.com/the-role-of-customer-experience-in-learning-and-development-part-1/) - CX in L&D: Learn how applying CX practices can transform learner engagement and satisfaction. Customer Experience (CX) practices are not just for external customers—they can revolutionise internal Learning & Development (L&D). By applying CX practices, L&D teams can create engaging, personalised programmes that boost retention, motivation, and satisfaction. CX in L&D: Treating Learners as Customers
- [Practical Strategies for Implementing CX in L&D (Part 2)](https://lexdengroup.com/practical-strategies-for-implementing-cx-in-ld-part-2/) - Practical approaches to integrate CX practices into L&D and elevate learner engagement and satisfaction. In Part 1, we explored the foundational ideas of CX in L&D. Now, let's dive into practical strategies to implement these principles and elevate your learning and development initiatives. The Three M’s Framework: Motivation, Mindset, and Methodology The Three M’s -
- [Choosing the Right CX Training Format: A Comprehensive Guide ](https://lexdengroup.com/choosing-the-right-cx-training-format-a-comprehensive-guide/) - Written by Michael Brandt As a seasoned CX trainer, I've had the opportunity to facilitate sessions in various formats, each with its unique advantages and challenges. This guide explores the pros and cons of online, virtual, classroom, and in-house training to help you choose the best option for your organisation. CX Training Formats - a
- [Does CX Training Miss the Point?](https://lexdengroup.com/does-cx-training-miss-the-point/) - A Call for Rethinking Standard Practices Customer experience (CX) training has become a staple in many organisations’ strategies for fostering customer loyalty and enhancing satisfaction. But while the intent is commendable, we must ask a critical question: Is the conventional approach to CX training truly effective, or are we simply going through the motions? The
- [8 Powerful Ways to Master Customer Experience Training in the Workplace ](https://lexdengroup.com/8-powerful-ways-to-master-customer-experience-training-in-the-workplace/) - Customer Experience (CX) is the heartbeat of any thriving business, yet in many corporate environments, it remains an underutilised asset. The challenge isn't just in delivering excellent customer experiences; it’s about ensuring that employees across all levels and functions understand, embrace, and embody CX principles. Teaching CX in a corporate setting requires a blend of
- [CX Book Club Content](https://lexdengroup.com/cx-book-club-content/) - THe CX Book Club Content Hub - videos and PDF downloads of book discussions, workshops, book summaries and podcast interviews with the authors.
- [How Yorkshire Building Society is using customer journey mapping to improve CX](https://lexdengroup.com/how-yorkshire-building-society-is-using-customer-journey-mapping-to-improve-cx/) - There are numerous approaches to customer journey mapping. In this interview with Yorkshire Building Society's Neil Greenwood, we discover why its approach is proving so successful.
- [Why striving for 'better outcomes'​ in CX is a more rewarding strategy](https://lexdengroup.com/why-striving-for-better-outcomes-in-cx-is-a-more-rewarding-strategy/) - If we look beyond believing success in CX is about setting a sentiment score target and achieving it we can arrive at some incredible outcomes which improve society. The narrowcast view for customer experience is to create better outcomes for those close; customers, employees and the sustainable business. But the truth is the real power
- [Curiosity Webinar - One of the 7 Superpowers of the CX Leader](https://lexdengroup.com/curiosity-webinar-one-of-the-7-superpowers-of-the-cx-leader/) - Delve into the power of curiosity and its pivotal role in driving innovation and success within the realm of Customer Experience leadership.
- [From Feelings to Focus: Building CX Motivation for Business Buy-In](https://lexdengroup.com/building-cx-motivation-for-business-buy-in/) - Lexden’s Customer Experience Management Training focuses on three strategic pillars for success.; CX Motivation, Method, and Mindset. CX Motivation – aligning customer centricity to business ambitions For customer centricity to become a lasting driver of business success, it needs to be deeply ingrained within the organisation's goals and aspirations. As an organisation navigates the ever-changing
- [Black Friday 2024: Don't Let Your CX Get Lost in the Shopping Frenzy](https://lexdengroup.com/black-friday-2024-dont-let-your-cx-get-lost-in-the-shopping-frenzy/) - A few years back, we explored the potential for Black Friday to undermine a brand's entire year of customer experience (CX) efforts. Fast forward to today, and this annual sales period has undeniably evolved. This year, we'll see even more innovative approaches emerge, moving beyond the traditional sales frenzy and focusing on building customer loyalty.
- [CX4Good - Responding in a Crisis](https://lexdengroup.com/cx4good-responding-in-a-crisis/) - Beyond Survival: Turning Challenges into Opportunities with David Wales In a world increasingly susceptible to disruption, crisis management has become an essential skill for organisations of all sizes. David Wales, a CX expert with extensive experience in the fire service and risk and crisis management, sheds light on how to not just survive, but thrive
- [B is for Bias](https://lexdengroup.com/b-is-for-bias/) - This article 'Bi is for Bias' is taken from our A-Z guide of modern CX Download the A-Z Confirmation Bias Bias creeps in to all these areas. One of the most common is confirmation bias, when the questions we ask are designed to get a response to what we already believe or want to believe. If
- [CX4Good - The Donor Experience](https://lexdengroup.com/cx4good-the-donor-experience/) - Introducing Neil Greenwood's Presentation: "When Your Customer is a Donor" We are excited to feature Neil Greenwood's insightful presentation, "When Your Customer is a Donor," from our CX4Good conference. In this compelling session, Neil delves into his extensive work with NHS Blood and Transplant, focusing on the unique donor experience and the challenges faced by
- [Lexden's 1000km challenge](https://lexdengroup.com/lexdens-1000km-challenge/) - Lexden Takes on 1000km Challenge for Momento! The Lexden team is lacing up their running shoes, grabbing their hiking boots, and digging out their swimming gear – all in aid of a truly worthy cause! We're aiming to collectively trek, hike, swim, or cycle a staggering 1000km in 2024, with the goal of raising $1000
- [Lexden to Support Love Not Lost and Dwie Kreski charities in 2024](https://lexdengroup.com/lexden-to-support-love-not-lost-and-dwie-kreski-charities-in-2024/) - Lexden, a leading organization committed to Customer Experience (CX) excellence, is proud to announce its initiative to support charitable causes starting in 2024. The company has pledged to contribute to two charities each year, embodying its dedication to making a positive impact beyond the realm of business. For the year 2024, Lexden has identified Love Not Lost and Dwiekreski as the two charities to receive its support.
- [A is for Accountability](https://lexdengroup.com/a-is-for-accountability/) - This article is taken from our A-Z guide of modern CX Download A-Z guide How often have you heard the statement, “everyone is in charge of customer experience” when asked who is responsible for CX activity? We certainly have. But it's a misnomer if you consider customer experience a business practice alongside finance, HR, Customer
- [CX Training Tips: Build Your Dream Team](https://lexdengroup.com/cx-training-tips-build-your-dream-team/) - Training Customer Champions: Insights from the CX Superheroes Podcast In today's competitive landscape, exceptional customer experience isn't a luxury, it's a necessity. But how do you equip your team with the skills and mindset to turn happy customers into loyal brand advocates? CX Training. The CX Superheroes podcast sheds light on this very question, featuring
- [The Importance of Promoting Teamwork](https://lexdengroup.com/the-importance-of-promoting-teamwork/) - The importance of performing as a team has always been a critical factor in the continuation of Lexden. Since origination in 2017, when we have worked as a team we’ve collectively grown, and the business has strengthened. We now have consultants working from eight countries, often collaborating on the same assignment. Diversity is important to
- [How small Customer Experience steps make a big difference](https://lexdengroup.com/how-small-customer-experience-steps-make-a-big-difference-2/) - My main focus in Customer Experience (CX) is helping clients design programmes that boost profit by adding customer value. However, I never cease to be amazed at how much of a lasting impression small experience gestures have on me. The Power of Small Wins in Customer Experience Analysing these scenarios reveals a recurring theme: they
- [Learnings from 4 Extraordinary Customer Travel Experiences](https://lexdengroup.com/customer-experience-travel-journals-four-examples-of-standout-travel-experiences/) - Customer Experience Travel Journals As part of the American Experience Centurion programme launch in Europe, I appreciated the value of luxury travel experiences from an early stage in my career. My role at the time was to manage the contributors, such as Asprey & Garrard, The Burj Al Arab and Ferrari, to cocoon their brand
- [ARE WE NEGLECTING THE CUSTOMER EXPERIENCE IN THE RACE FOR CUSTOMER FEEDBACK?](https://lexdengroup.com/are-we-neglecting-the-customer-experience-in-the-race-for-effective-customer-feedback-management/) - In navigating the intricacies of customer feedback management, it's imperative to prioritise quality over quantity, ensuring that feedback serves its intended purpose—to enrich the customer experience. Failure to do so risks not only diminishing returns but also alienating customers, potentially driving them away altogether.
- [10 reasons why Employee Experience will improve your Customer Experience](https://lexdengroup.com/10-reasons-why-employee-experience-will-improve-your-customer-experience/) - In a client meeting some time ago, I discussed delivery speed and accuracy issues with a company. Their products consistently fell short of customer expectations. We aimed to explore the correlation between this and employee turnover; a key aspect to address. Five minutes into the meeting, one of the attendees excused himself and popped out,
- [Make the difference to your Customer Experience with Lexden’s CX Game](https://lexdengroup.com/cx-game/) - "Transform your company's customer experience journey with the CX Game – a unique, engaging, and customized board game format. Designed by CX consultants, this innovative approach turns customer feedback into actionable solutions, fostering collaboration among diverse teams. From hotels to insurers, universities to banks, experience the power of a one-hour game session that not only addresses specific challenges but also sparks measurable improvements
- [Customer Experience (CX), an introduction](https://lexdengroup.com/customer-experience-cx-an-introduction/) - What is Customer Experience? At its core, customer experience deals with how customers feel when they interact with an organisation (business, charity, institution etc). That interaction triggers an emotional state. This may be as expected or different, in a good way or bad way. It can be routine, or exceptional. And with much of the
- [The Power of Customer-Centricity ](https://lexdengroup.com/the-power-of-customer-centricity/) - In this article, we'll explore the meaning of customer-centricity, its importance for businesses, and how to foster a customer-centric culture within your organisation.
- [How Can Businesses Personalise Experiences at Scale? ](https://lexdengroup.com/how-can-businesses-personalise-experiences-at-scale/) - With every customer’s situation being unique to them, how can businesses provide personalised experiences at scale? This blog post delves into effective strategies that empower companies to do just that.
- [The curious tale of Alice and the in-person meet up](https://lexdengroup.com/the-curious-tale-of-alice-and-the-in-person-meet-up/) - What we learnt when Lexden go together for our in-person meet up
- [CX vs. UX: Understanding the Differences and Overlap](https://lexdengroup.com/cx-vs-ux-understanding-the-differences-and-overlap/) - In today's digital age, user experience (UX) and customer experience (CX) are two of the most important buzzwords in the business world. Although the terms are often used interchangeably, they represent distinct but interconnected disciplines. In this blog post, we'll explore the differences and similarities between CX and UX, and how they overlap.
- [The CX Book Club](https://lexdengroup.com/the-cx-book-club/) - At the CX Book Club, we believe in the transformative power of shared knowledge. In the fast-paced world of customer experience (CX), staying ahead means continuous learning and exploring innovative ideas. That's why we've created a unique space where professionals like you.
- [Why We Need to Rethink How We Measure Customer Experience](https://lexdengroup.com/why-we-need-to-rethink-how-we-measure-customer-experience/) - The aviation industry's debate over measuring customer satisfaction highlights the need for standardised methods in measuring customer experience. For instance, there’s an ongoing debate within the aviation industry, notably exemplified by Ryanair, about how we measure customer satisfaction. While Ryanair claims a 52% satisfaction rating, PA Consulting rates them even lower. In contrast, Rate My
- [Customer Experience Pitfalls - #disappointing](https://lexdengroup.com/disappointing-customer-experience-pitfalls/) - Customer Experience Lessons and Examples Introduction: The Power of Customer Experience Engaging in customer experience management is a rewarding endeavor. Those of us in this field have the privilege of shaping better outcomes for customers. Through informed choices, we can brighten an individual's day, enhance their satisfaction with their choices, or help them achieve their
- [Navigating the Intrusion of Customer Alerts](https://lexdengroup.com/be-alert-to-the-impact-of-cx-intrusion/) - Balancing Customer Alerts and Push Notifications in Business Customer alerts and push notifications are everywhere, crossing devices and platforms to reach your audience. Think about it – your customers receive a barrage of these messages daily, each one competing for their attention. For businesses, these notifications are powerful tools, offering direct, timely communication through mobile
- [Is your customer ecosystem wider than you appreciate?](https://lexdengroup.com/is-your-customer-ecosystem-wider-than-you-appreciate/) - When you provide a product or service to customers, what truly matters to them is how it enhances their lives. To achieve this, customers engage in various interactions. They seek solutions, place orders, make payments, and use your products or services. Sometimes, multiple providers consciously or inadvertently join forces to help customers achieve their goals.
- [How Hitachi Capital UK has empowered and engaged its service staff during COVID](https://lexdengroup.com/how-hitachi-capital-uk-has-empowered-and-engaged-its-service-staff-during-covid/) - Hitachi Capital UK's head of customer experience, Catherine Lindsay, explains how the firm has adapted during the coronavirus pandemic, and why even within the functional environment of finance and loans, CX remains more important than ever.
- [Lessons in treating customers with fairness and understanding from Exclusive Law Group](https://lexdengroup.com/lessons-in-treating-customers-with-fairness-and-understanding-from-exclusive-law-group/) - Christopher Brooks talks to Jo Johnson, head of CX at Exclusive Law Group, about the unique challenges of delivering great experiences to customers who have found themselves in a situation they would rather have avoided.
- [Lessons in Delivering luxurious, consistent customer experiences from Marriott International](https://lexdengroup.com/lessons-in-delivering-luxurious-consistent-customer-experiences-from-marriott-international/) - The luxury travel sector is under pressure to push the boundaries for customer experience. We spoke to director of marketing, Marie-Laure Blaise to discuss Marriott International's approach.
- [How SmartestEnergy puts the spark into B2B customer experience](https://lexdengroup.com/how-smartestenergy-puts-the-spark-into-b2b-customer-experience/) - Turning the dial on customer experience can be an unenviable mandate for those tasked with doing so in the utilities sector, especially when it's a B2B environment. We spoke to Helene Barilley, customer experience manager at SmartestEnergy, to discuss her approach.
- [How did ABANCA cultivate a new culture to become a "customer" bank?](https://lexdengroup.com/how-did-abanca-cultivate-a-new-culture-to-become-a-customer-bank/) - ABANCA is revered for its approach to CX, boasting more than two million customers despite having only formed five years ago. As part of our Celebrating CX leaders series, head of customer experience, David Orza shares with us the customer strategy behind the bank's success.
- [How Hrvatski Telekom differentiates its service through customer experience](https://lexdengroup.com/how-hrvatski-telekom-differentiates-its-service-through-customer-experience/) - Branimir Spajic, director of the customer experience management department at Hrvatski Telekom, explains how his organisations has embraced CX to provide a competitive advantage.
- [Volvo: How we align new customer experience expectations with our brand](https://lexdengroup.com/volvo-how-we-align-new-customer-experience-expectations-with-our-brand/) - Christopher Brooks speaks to Volvo's CX development lead, Nicola Langley about how the global car manufacturer is able to retain its brand image of good, reliable Swedish design, whilst evolving to meet new customer expectations.
- [Newcastle Building Society: Using CX to keep the high street bank alive](https://lexdengroup.com/4495-2/) - In our new series of interviews, Christopher Brooks speaks to some of the customer experience leaders at the forefront of CX design, starting with Newcastle Building Society's head of customer contact, Stuart Fearn.
- [Is This The Most Fun You Can Have With Customer Experience?](https://lexdengroup.com/is-this-the-most-fun-you-can-have-with-customer-experience/) - There was a piece of research from e-consulting that showed CX was perceived to be the most fun area of business to be involved in. Whether you are putting a smile on the customer's face every day or helping the CEO understand the correlation between fulfilling experiences that matter and profitability, you can see how
- [How Small Customer Experience Steps Make a Big Difference](https://lexdengroup.com/how-small-customer-experience-steps-make-a-big-difference/) - Most of the time I spend on Customer Experience is focused on helping clients design effective customer experience programmes to drive profit through adding customer value. However, I never cease to be amazed at how much of a lasting impression small experience gestures have on me. Why does small count so much? When I look
- [The CX Soundtrack to Our Lives](https://lexdengroup.com/the-cx-soundtrack-to-our-lives/) - IT WAS ONLY A MATTER OF TIME BEFORE SOMEONE PULLED TOGETHER THIS RIDICULOUS NOTION. SO I THOUGHT WHY NOT ME. I OFTEN DIVE INTO POPULAR CULTURE FORMS TO FIND EXAMPLES OF THE OUTCOME OR PROCESS I WISH TO CONVEY. WHICH GOT ME THINKING, WHAT WOULD A CUSTOMER EXPERIENCE PROGRAMME SOUND LIKE IF IT WAS SET
- [CAN THE HIGH STREET RETAILERS USE CX TO STAY RELEVANT?](https://lexdengroup.com/can-the-high-street-retailers-use-cx-to-stay-relevant/) - With the unfortunate circumstances surrounding House of Fraser and Debenhams, not long after British Home Stores disappeared from the high streets the giants of retailing are falling. Has the high street kept up with the expectations of the modern customer? This means making itself more relevant and attractive than other channels. At best retail will
- [Not all CX is good CX](https://lexdengroup.com/not-all-cx-is-good-cx/) - Customer Experience as a concept is as old as the first purchase made. There would have been an experience the buyer received and the seller, probably unknowingly, provided. But customer experience management is a more recent addition to the business world. It’s still very much in its infancy. With many commentators originating from marketing invariably
- [Four CX 'buzz statements'​ to avoid](https://lexdengroup.com/four-cx-buzz-statements-to-avoid/) - Customer Experience as a concept is as old as the first purchase made. There would have been an experience the buyer received and the seller, probably unknowingly, provided. But customer experience management, is a more recent addition to the business world. It’s still very much in its infancy. With many commentators originating from marketing, invariably
- [How digital transformation and CX turned GBM into a unicorn](https://lexdengroup.com/how-digital-transformation-and-cx-turned-gbm-into-a-unicorn/) - GBM's chief customer officer Araceli Meza explains why customer experience and digital transformation have helped shift one of Mexico's leading investment banks from a traditional transactional mindset to one that puts customer relationships first. As one of Mexico's leading investment banks, GBM plays a huge role in providing investment services to corporations and individuals across the LATAM region, but
- [How Spring has improved customer feedback to take the stress out of homebuying](https://lexdengroup.com/how-spring-has-improved-customer-feedback-to-take-the-stress-out-of-homebuying/) - As part of our CX leaders interview series published by My Customer, we spoke to Lauren Harding, the Head of Customer Experience at Spring - a homebuying service in the UK. Christopher Brooks. So Lauren, you are currently head of customer experience at Spring. Would you tell us a little about Spring first? LH. I have been with Spring for almost
- [How Disney uses digital to improve the customer experience even further](https://lexdengroup.com/how-disney-uses-digital-to-improve-the-customer-experience-even-further/) - It's no secret Disney take customer experience very seriously. The Disney Institute has been accrediting colleagues and paying professionals with the Disney customer experience’s magical ways of working for some time. Forbes and the Harvard Business Review among others have produced articles on their approach. But like many entertainment brands, the Disney experience is dependent
- [Which CX types influence you?](https://lexdengroup.com/which-cx-types-influence-you/) - Are you following CX Oracles or Masqueraders? Every day, many of us find ourselves slowing to read content presented to us through social platforms like this one. As a global customer experience consultant, my feeds are full of CX, EX, service design, VoC, customer research, business strategy, production and supply, customer service and similar postings.
- [Be proud of your customer testimonials](https://lexdengroup.com/be-proud-of-your-customer-testimonials/) - Part of my football match ritual with my son is eating beforehand. It's often burgers and chips, and a favourite choice is Five Guys. As a customer experience professional, I love to go into the outlet much more than my waistline does. I would say I first came for the food’s reputation, but now I

## Pages

- [Home](https://lexdengroup.com/) - Award-Winning Leaders in Customer Experience We help companies organise their business around their customers. Embedding customer-centric practices and culture change to deliver sustainable advantage from customer experience. About Us Success Stories Every business is unique, and so is their customer experience. We pride ourselves on delivering measurable impact and creating long-term partnerships with our clients.
- [Our People](https://lexdengroup.com/our-people/) - Our People Work with our team of CX specialists. We combine empathy, creativity, and strategy to transform businesses through exceptional customer experiences. Let us be your guide on a journey to CX greatness; where success is measured by more than just a number on a chart but with smiles and high-fives too. About Us PRIORITISING
- [About Us](https://lexdengroup.com/about-us/) - About us We help you develop a customer‑centric culture that puts your customers first. This delivers measurable results and long‑term value. Lexden is trusted by regulated and high‑standards organisations, and is recognised on the FSQS register — the accreditation used by UK banks, insurers and other regulated sectors to confirm operational maturity, governance, risk management
- [Contact Us](https://lexdengroup.com/contact-us/) - Contact Us Ready to take your customer experience to the next level? Enquiries For Customer Experience related enquiries: Christopher.Brooks@lexdengroup.com For marketing, press and podcast enquiries: contact@lexdengroup.com Interested in joining our team as a colleague or partner: jodi.goodison@lexdengroup.com Say Hello Head Office The LaunchpadNorthgate EndBishops StortfordHertsCM23 2ES Our locations UK Argentina India Monaco Netherlands Poland Switzerland
- [Bespoke Corporate Training](https://lexdengroup.com/bespoke-corporate-training/) - Bespoke Corporate Training Transform Your Organisation with Tailored Customer Experience Training We understand that every business faces unique challenges, and our customised approach ensures you receive the exact training your team needs to excel. From foundational knowledge to advanced strategies, we equip your team with the skills to deliver exceptional customer experiences that drive loyalty
- [Podcasts](https://lexdengroup.com/podcasts/) - Podcasts Tune in to Lexden’s own CX Superhero’s Podcast, where your can listen to insights, ideas and inspiration from the world of Customer Experience. The emphasis is on people, brands and experiences which are 'superhero' like in their status. They either define best in class or are pushing the boundaries for the next generation of
- [Capacitación en gestión de CX](https://lexdengroup.com/capacitacion-en-gestion-de-cx/) - Formación en Gestión de la Experiencia del Cliente Capacitación en gestión de CX Suba de nivel su carrera de CX con nuestro programa de capacitación en gestión de la experiencia del cliente Próximos Cursos: Virtuales - Principios de 2025 Únase a nuestra capacitación virtual CXM en español, diseñada para profesionales latinoamericanos. Este curso de gestión
- [Payment Failed](https://lexdengroup.com/payment-failed/) - We're sorry, but your transaction failed to process. Please try again or contact site support.
- [Payment Confirmation](https://lexdengroup.com/payment-confirmation/)
- [Privacy Policy](https://lexdengroup.com/privacy-policy/) - Privacy Policy Welcome to Lexden's privacy policy. At Lexden, we prioritise the privacy and security of your personal information. This policy outlines how we collect, use, and protect your data when you interact with our services through our website, lexdengroup.com. Please read this policy carefully to understand how we handle your information. 1. What Information
- [Content Hub](https://lexdengroup.com/content-hub/) - The Lexden Hub Through these expert articles, guides, and podcasts, you'll learn how to develop a customer-centric culture. You’ll also learn how to optimize the customer journey, measure customer satisfaction and loyalty, and much more. Explore hot CX topics and discover how you can differentiate your business by offering unparalleled customer experiences. View Now CX
- [Membership Account](https://lexdengroup.com/membership-account/) - Access CX Book Club Content Go to CX Book Club Go to content
- [Membership Invoice](https://lexdengroup.com/membership-account/membership-invoice/) - [pmpro_invoice]
- [Membership Levels](https://lexdengroup.com/membership-account/membership-levels/) - [pmpro_levels]
- [Log In](https://lexdengroup.com/login/)
- [Your Profile](https://lexdengroup.com/membership-account/your-profile/)
- [Membership Billing](https://lexdengroup.com/membership-account/membership-billing/) - [pmpro_billing]
- [Membership Cancel](https://lexdengroup.com/membership-account/membership-cancel/) - [pmpro_cancel]
- [Membership Checkout](https://lexdengroup.com/membership-account/membership-checkout/) - [pmpro_checkout]
- [Membership Confirmation](https://lexdengroup.com/membership-account/membership-confirmation/) - [pmpro_confirmation]
- [Our Work](https://lexdengroup.com/our-work/) - Our Work Over the past 15 years we have completed over 100 CX commissions. Ranging from global customer centric transformations to specific touchpoints improvements, we ensure our priority is to increase the effectiveness of customer experience for our clients. Below is a selection of better outcomes we’ve helped our clients achieve for their customers.
- [Testing](https://lexdengroup.com/testing/) - sdfsdf barry farty pantsGuffy guffy guff guffParpmeister

## Case Studies

- [Tesco Bank](https://lexdengroup.com/case-studies/tesco-bank/) - Making sense of one of world’s most powerful customer databases
- [Churchill](https://lexdengroup.com/case-studies/churchill/) - Striving for more than priced based insurance
- [VISA](https://lexdengroup.com/case-studies/visa/) - Understanding the client's end customers
- [CO-OP Bank](https://lexdengroup.com/case-studies/co-op-bank-customer-standards/) - Designing an ethical customer standards programme
- [UCL](https://lexdengroup.com/case-studies/ucl/) - Improving Student Experience with Campaign Activation
- [Syngenta](https://lexdengroup.com/case-studies/syngenta/) - Developed a customer vision for the UK business
- [Checkatrade](https://lexdengroup.com/case-studies/checkatrade/) - Identified hundreds of improvements through member journey mapping
- [Carlson Rezidor](https://lexdengroup.com/case-studies/carlson-rezidor/) - Putting guest experience on the strategic agenda
- [Park Inn Hotels](https://lexdengroup.com/case-studies/park-inn-hotels/) - Engaging employees to improve customer experience
- [Npower](https://lexdengroup.com/case-studies/npower/) - Improving customer attrition and satisfaction through CX
- [Wolters Kluwer](https://lexdengroup.com/case-studies/wolters-kluwer/) - Designing an Effective Customer Experience Programme
- [ASOS](https://lexdengroup.com/case-studies/asos-6/) - Customer Care Issue Management
- [PlayStation](https://lexdengroup.com/case-studies/playstation/) - Listening to the Voice of the Player

## Podcasts

- [From Passion to Practice: CX at Utility Aid](https://lexdengroup.com/podcasts/from-passion-to-practice-cx-at-utility-aid/) - What does it look like when customer experience isn't just a strategy, but a way of life? In this episode of Customer Experience Superheroes, Christopher Brooks sits down with Kayleigh Harwood, Customer Services Director at Utility Aid, for a conversation that is equal parts inspiring and practical. Utility Aid is no ordinary energy broker. Specialising
- [The Great CX Tech Debate](https://lexdengroup.com/podcasts/the-great-cx-tech-debate/) - This episode of the Customer Experience Superheroes podcast captures a sharp, honest panel discussion recorded at Lexden’s CX Tech Demo Day in October 2025. Believed to be the first event of its kind, the day brought together CX technology providers focused on building real capability, not just shiny tools. The panel brings together Federico Cesconi
- [Managing so much more than service tickets](https://lexdengroup.com/podcasts/managing-so-more-than-service-tickets/) - Transform your support team: move beyond ticket resolution to drive customer loyalty, business growth, and value creation. Actionable guidance from SupportNinja
- [Meet the New Role Model for Customer Centricity](https://lexdengroup.com/podcasts/meet-the-new-role-model-for-customer-centricity/) - How Kiwi's CX Lead, Laura Fiacco, made her team strategic advisors. Learn to link customer feedback directly to product roadmaps and drive profitability.
- [Building a CX Culture from the inside out](https://lexdengroup.com/podcasts/building-a-cx-culture-from-the-inside-out/) - What does it take to embed customer experience into the heart of a business?In this episode of Customer Experience Superheroes, we speak with Paula Brazier, Head of Client Experience at Foster Denovo – a firm offering tailored financial advice and wealth management services.Foster Denovo isn’t your typical financial services firm. With a clear belief that
- [Candidate Experience](https://lexdengroup.com/podcasts/candidate-experience/) - Welcome to the latest Customer Experience Superheroes podcast. This episode tackles a crucial but often messy area: Candidate Experience in Recruitment. Your host, award winning global CX consultant, Christopher Brooks sits down with Julian Lukaszewicz, founder of Career IQ Academy and a seasoned CX and innovation consultant. "I first met Julian over ten years ago
- [Permission to Progress in CX](https://lexdengroup.com/podcasts/leading-cx-at-scale/) - In the latest episode of the Customer Experience Podcast Series, Global Head of CX, Tina Lilje, joins us to share her learned and well earned experience in customer experience leadership. With a global remit in the healthcare division at Philips, Tina has established the importance and the governance for customer centricity. In discussion with CX
- [AI with Purpose: Optimising not Commercialising AI](https://lexdengroup.com/podcasts/ai-with-purpose-optimising-not-commercialising-ai/) - You can not switch on your computer or smart phone without having an AI solution promising to change your ways of working presented to you. So does a topic which is moves from top billing to bargain basement and back again daily need another podcast? Well yes, if the discussion on AI is one which
- [Human Centric Research](https://lexdengroup.com/podcasts/human-centric-research/) - Join Christopher Brooks on the CX Superheroes Podcast as he speaks with Agnieszka Mroczek, a highly specialised UX Research expert and owner of Gecko Research, based in Poland. As host, Christopher has the privilege of speaking to some of the smartest, most progressive, and qualified individuals from the world of customer experience, and Agnieszka certainly
- [The Power of Personal Connection in Business](https://lexdengroup.com/podcasts/the-power-of-personal-connection-in-business/) - In this episode, Christopher Brooks, CX Influencer of the Year 2024, and CX Superheroes podcast host, speaks with Patrick McCullough, President of Hallmark Business Connections. In an enlightening exchange, they talk about the role of human connection in business today. While digital communication is efficient, does it create real emotional engagement? Patrick shares insights on
- [CX Management Training with Michael Brandt](https://lexdengroup.com/podcasts/cx-management-training-with-michael-brandt/) - This episode of Lexden's CX Superheroes features a must-listen for anyone who wants to elevate their customer experience game with training. Join host Christopher Brooks as he interviews Michael Brandt, a European CX powerhouse. With over 3 decades of experience delivering impactful CX training around the globe, Michael shares his gold nuggets of wisdom on:
- [How technology can enable better customer outcomes](https://lexdengroup.com/podcasts/how-technology-can-enable-better-customer-outcomes/) - In the first of the 14th series of CX Superheroes podcasts, we welcome CEO of Helpshift, Eric Vermillion. In conversation with series host, Christopher Brooks from Lexden, the focus is on how effective tech can improve customer outcomes. Eric's experience goes back to the start of the modern CX movement, having worked with vendors who
- [AI-Powered Customer Support](https://lexdengroup.com/podcasts/ai-powered-customer-support/) - In this episode, we will introduce you to Devashish Mamgain, who, as the lead at Kommunicate, He's pioneering some of the areas of AI in customer service. He'll share with us some of the technological developments and the improvements he's making that are helping those companies in the world of customer experience. We'll also talk
- [Cultivating The Right Environment For CX](https://lexdengroup.com/podcasts/cultivating-the-right-enviroment-for-cx/) - Nicolette Wuring casts a formidable figure on the European Customer Experience landscape. She has led CX teams both sides of the Atlantic and is spearheading the EXCO as part of the executive team. The years of practice both client-side and as a consultant have taught her many things. And like all the best CXers she's
- [How to succeed with B2B CX](https://lexdengroup.com/podcasts/how-to-succeed-with-b2b-cx/) - Welcome to the ECXO podcast, hosted by Christopher Brooks, Managing Director of Lexden. In this series, we dive into customer and employee experience management, uncovering trends, strategies, and success stories from industry leaders. In this episode, we’re excited to feature Irina Mostovaya: How to Succeed With B2B CX. Irina Mostovaya - How to succeed with
- [Failing Forward: CX Lessons Learned](https://lexdengroup.com/podcasts/failing-forward-cx-lessons-learned/) - Several months ago I received a book in the post with a note which read, 'Dear Christopher, Enjoy reading our book and let us know what you think of it. We would be happy to become part your CX book club, kind regards Friederike and Aleksandra. And now it has happened! Join me Christopher Brooks,
- [Using Data to Decode Customer Behaviour](https://lexdengroup.com/podcasts/using-data-to-decode-customer-behaviour/) - The CX Superheroes podcast featured Richard Hammond, a customer experience (CX) expert who has transitioned from working in retail to his current role at Uncrowd, a company that uses data to understand customer behaviour. In the episode, Hammond discussed how Uncrowd leverages data to decode what customers truly want and don't want, going beyond just
- [Measuring Customer Experience with Prof Dr Phil Klaus](https://lexdengroup.com/podcasts/measuring-customer-experience-with-prof-dr-phil-klaus/) - Can you be a double CX Superhero? With Prof Dr Phil Klaus we believe so because this is his second invitation to guest on the Customer Experience Superhero podcast. This time host Christopher Brooks gets the opportunity to find out more about the man behind the best seller, Measuring Customer Experience. Almost 10 years after
- [OKRs in CX Management with Sophie Hedestad](https://lexdengroup.com/podcasts/okrs-in-cx-management/) - In the latest episode of the CX Superheroes, Christopher Brooks, host and MD of Lexden CX speaks with Sophie Hedestad, founder of NOQX.We came across Sophie in an article on the power of OKRs in customer experience, and wanted to learn more. In this episode we get to understand what OKR (Objective and Key Results)
- [Doing B2B Better with Jim Tincher](https://lexdengroup.com/podcasts/doing-b2b-better-with-jim-tincher/) - Series 12 of the CX superheroes podcast series begins with an industry legend. There are few people in CX you'd want to spend time with more than Jim Tincher. Our excitement soared when Jim agreed to be a featured author in the Lexden CX Book Club, sharing the 'making of' 'Do B2B Better.' This book
- [CX Design with Ricardo Sultz Gulko](https://lexdengroup.com/podcasts/cx-design-with-ricardo-saltz-gulko/) - This episode we focus on CX design and to do so we have an expert who has installed customer-led design thinking as a leading practice within international technology giants. Ricardo Sultz Gulko (Eglobalis Information) has worked with some of the world's biggest brands helping them to design customer experiences around the outcome they want to
- [Employee Engagement Drivers with Nicole Kyle](https://lexdengroup.com/podcasts/employee-engagement-drivers-with-nicole-kyle/) - There is a lot of waffle on employee engagement and employee experience. Most of it is puffed up common sense or repurposed HR practices which HR practitioners have been aware of and delivering before CX was popular. But on occasion, and this podcast is one of those, someone steps forward who actually knows what they
- [The Human Experience with John Sills](https://lexdengroup.com/podcasts/the-human-experience-with-john-sills/) - John Sills, author, CX consultant and former head of customer innovations, is the latest in a line of illustrious professionals who have guested at the Lexden CX Book Club. John has been a crusader for better customer experiences for many years. First within a global corporate in the world of banking, and now with his
- [Winning on Purpose with Fred Reichheld](https://lexdengroup.com/podcasts/winning-on-purpose-with-fred-reichheld/) - Fred Reichheld is business management royalty. The inventor of the universally adopted metric NPS (Net Promoter Score), Fred has dedicated his life to helping promote the importance in business of enriching peoples lives. He has worked with many organisations across the globe understanding what it is they do to make their customers want to stay
- [Refugee Experience with Elena Rozanova](https://lexdengroup.com/podcasts/refugee-experience-with-elena-rozanova/) - Elena Rozanova was due to be a guest on the CX superheroes podcast series to discuss the loneliness of CX leadership in organisations. However, days after the production meeting Elena's world was turned upside down. Elena agreed to record this extra episode which captures her observations from the experience of refugees. Elena shares her vision
- [Customer Insight Led Product Innovation with Matt Young](https://lexdengroup.com/podcasts/customer-insight-led-product-innovation-with-matt-young/) - Speaking with Matt Young reminds us all how customer insight is not just for the 'fixes' or 'issues', but its also an input for innovation. In conversation with Lexden's Global CX Lead and CX Superheroes podcast host, Christopher Brooks, Matt shares his ideas and ideals for customer insight led innovation. As CEO of UserVoice, Matt
- [CX4Good Special - Playing games to make a difference](https://lexdengroup.com/podcasts/cx4good-special-playing-games-to-make-a-difference/) - Now a regular in the calendar, over 200 CX professionals from over 35 countries meet (virtually) to solve charity CX problems. This 'CX4Good' initiative is called the Customer Experience World Games'. Players share their time and talents, working in teams to positively compete and provide the best solutions for the charities. Until now it's been
- [Customer Journey Management](https://lexdengroup.com/podcasts/customer-journey-management/) - In this episode of the Customer Experience Superheroes podcast we meet Jochem Van de Veer, CEO of They Do. Host Christopher Brooks speaks with Jochem about the progression from Customer Journey mapping, a recognised practice for identifying customer pain points and new opportunities, to Customer Journey Management, where the emphasis shifts to action to be
- [NLP connecting us to what matters](https://lexdengroup.com/podcasts/nlp-connecting-us-to-what-matters/) - The Customer Experience Superheroes is now in its 10th series. We've introduced you to CX professionals and practitioners from across the globe. Seeking out new thinkers and rule breakers who dare to experiment to achieve better outcomes, when others are content to rely on convention. In this episode we join in conversation between Eli Lepkifker,
- [Adam Alfia - Putting customer insights in the hands of operations](https://lexdengroup.com/podcasts/adam-alfia-putting-customer-insights-in-the-hands-of-operations/) - The Customer Experience superheroes aims to inspire you with the latest thinkers in CX. Hosted by global customer experience specialist Christopher Brooks of Lexden CX, you are introduced to qualified experts in their field of customer experience specialism. One critical area of customer experience is customer feedback. But too often this is seen as the
- [Exploring the Customer-centric mindset - Piotr Wojciechowski](https://lexdengroup.com/podcasts/exploring-the-customer-centric-mindset-piotr-wojciechowski/) - Every once in a while you meet, or as in the case of CX Superheroes podcast host Christopher Brooks, you get to work with an exceptional talent. Piotr Wojciechowski, CX practitioner with a design background is such a talent. Having delivered a CX transformation project together in Poland, Christopher is keen the rest of the
- [CX & Consumer Duty - James Edmonds](https://lexdengroup.com/podcasts/cx-consumer-duty-james-edmonds/) - In Lexden's latest CX Superheroes podcast episode we kick off series 11. And what better way to do it than in conversation with Investor in Customer's James Edmonds. In conversation with host and former colleague of James at Lexden and client at RSA, the discussion focusses in on the new Financial Conduct Authority regulation; Consumer
- [People before Profits with Annette Franz](https://lexdengroup.com/podcasts/people-before-profits-with-annette-franz/) - There is one content producer in the CX Community we have wanted to have as a guest for some time; Annette Franz. As a consultant, author, trainer and mentor Annette has spent a slice of her career working with clients to improve outcomes for their customers, colleagues and communities. This was a key part of
- [A wake up call for CX Professionals with Nate Brown](https://lexdengroup.com/podcasts/a-wake-up-call-for-cx-professionals-with-nate-brown/) - In this episode of Customer Experience Superheroes we speak to a tour de force in customer experience, Nate Brown. As Chief Experience Officer of Officium Labs and Co-founder of the CX Accelerator community, Nate is respected across the globe for his inspirational and progressive approach to customer experience. In this episode Nate highlights a new
- [Charity Experience Masterclass with Ashley Jones](https://lexdengroup.com/podcasts/charity-experience-masterclass-with-ashley-jones/) - Ashley Jones is an incredible individual. As the founder of Love Not Lost, a bereavement charity which helps families when a loved one passes, by creating enduring memories, she is more than making her life a meaningful one in society. The way Ashley runs the charity provides an exceptional experience for donors (the Heartbeat), benefactors,
- [Humanised Customer Experience with expert Miles C. Thomas](https://lexdengroup.com/podcasts/humanised-customer-experience-with-expert-miles-c-thomas/) - The Customer Experience Superheroes podcast is back for series 8. So we are delighted to kick the series off with someone who those in the know of CX, know as an expert in customer service; Miles C. Thomas. As someone who has an enviable career in leading customer service functions, Miles shares his views with
- [Value of Customer Journey Mapping with Christopher Brooks](https://lexdengroup.com/podcasts/value-of-customer-journey-mapping-with-christopher-brooks/) - This episode of Christopher Brooks' CX Superheroes is more of a masterclass than the common structured format listeners are familiar with. Customer Journey Mapping is one of the most recognised practices in customer experience. The ability to demonstrate the value of mapping is less often seen. Maps can be the catalyst to the savings and
- [Being the CXRockstar with James Dodkins](https://lexdengroup.com/podcasts/being-the-cxrockstar-with-james-dodkins/) - In this episode we meet up with the CXRockstar James Dodkins; key note speaker, writer, broadcaster, guitar player and recently crowned 2019 No1 CX Influencer in the UK. Global CX consultant, mentor and podcast host, Christopher Brooks speaks to James about the importance of 'Influence' in Customer Experience. James explains how he sees his role
- [Citizen M Hotels with Christopher Brooks](https://lexdengroup.com/podcasts/citizen-m-hotels-with-christopher-brooks/) - There are a handful of brands out there which truly get Customer Experience. The typically disrupt markets and make customers reconsider what matters most to them. Citizen M, the boutique transformational hotel chain started in Amersterdam and has now conqured half the world. It's focus on affordable luxury is brought to life with a consistent
- [Employee Engagement with Simon Gilbert](https://lexdengroup.com/podcasts/employee-engagement-with-simon-gilbert/)
- [Series 1 Intro](https://lexdengroup.com/podcasts/series-1-intro/) - Introduction to the Customer Experience Superheroes podcast series. A series inspiring CX Practioners to become CX Superheroes themselves. In the series we will share what the CX superpowers are, how to get them and how to spot them in others. As well as interviewing several CX professionals about their CX Superpower and catching up with
- [The impact of Covid-19 on online consumer behaviour with Dr Marina Shapira PhD](https://lexdengroup.com/podcasts/the-impact-of-covid-19-on-online-consumer-behaviour-with-dr-marina-shapira-phd/) - This episode of Christopher Brooks' CX Superheroes is a must listen episode if you are considering what and how to adjust your digital strategy in response to the current pandemic crisis. With the connection between digital behaviour and customer experience as close as any, keeping a watchful eye on changing online trends is critical. Through
- [Customer data, permissions & consumer trust in CX with expert Simon Hinks](https://lexdengroup.com/podcasts/customer-data-permissions-consumer-trust-in-cx-with-expert-simon-hinks/) - In this episode we deal with a topic often side stepped by CX professionals and practitioners - customer data. We speak to GDPR expert, financial services leader and all round 'one of the good guys', Simon Hinks. Global CX consultant, mentor and podcast host Christopher Brooks talks with Simon about what responsibilities Customer Experience has
- [CX in a Crisis - Reflections from Christopher Brooks](https://lexdengroup.com/podcasts/cx-in-a-crisis-reflections-from-christopher-brooks/) - In this episode I showcase 10 organisational responses using customer/employee/community experience to make a difference in a crisis. From Amazon to Louis Vuitton, from Netflix to Pret I detail various endeavours and explore the value of them and to who. These are demonstrating the adaptable nature of strong CX programme management and will act as
- [Service Recovery with Katie Stabler](https://lexdengroup.com/podcasts/service-recovery-with-katie-stabler/) - In this series we share the CX Superpowers needed to be a leader in customer experience today. Completing our third series we welcome Katie Stabler, founder of Cultivate - Customer Experience by Design. Through an experienced career in service, Katie shares the importance of treating recovery as a customer experience opportunity. With examples from Tesco
- [Crisis Management in CX with expert David Wales](https://lexdengroup.com/podcasts/crisis-management-in-cx-with-expert-david-wales/) - In this episode of Christopher Brooks' Customer Experience Superheroes we meet the superhero David Wales. David spent many years working as a firefighter and training officer, before being appointed as the first customer experience manager in the fire service. Now running his own consultancy practice Shared Aim, David shares his ideals and experiences on the
- [The UHNW customer experience with Prof Dr Phil Klaus](https://lexdengroup.com/podcasts/the-uhnw-customer-experience-with-prof-dr-phil-klaus/) - Christopher Brooks' CXSuperhero podcast series covers the various superpowers needed to be a Customer Experience leader today. In this special 10th episode we meet up with the world's leading academic in Customer Experience, Prof Dr Phil Klaus and he exclusively shares with us his studies into the previously unreachable Ultra High Net Worth consumer. Best
- [Customer Experience World Games with Helen Burt](https://lexdengroup.com/podcasts/customer-experience-world-games-with-helen-burt/) - During lockdown in March 2020, Christopher Brooks created a concept to bring the CX Community together to create better outcomes for charities, social causes and organisations needing to help their customers, employees, communities and society in general. The Customer Experience World Games 2020 was born. With over 140 players in 6 teams from over 30
- [Inside your customer's imagination with Chip Bell](https://lexdengroup.com/podcasts/inside-your-customers-imagination-with-chip-bell/) - We speak with industry heavyweight, Chip Bell on the importance of collaborating with your customers to arrive at breakthrough product, services and experiences. CX global specialist, Christopher Brooks speaks with world renowned speaker on CX, Chip Bell about the value exchange delivered by including your customers in the development of improvements process. Chip shares his
- [From Customer Service to Customer Care with Nick Lygo-Baker](https://lexdengroup.com/podcasts/from-customer-service-to-customer-care-with-nick-lygo-baker/) - Nick Lygo-Baker has spent many years research agency side to develop a specialism in voice of the customer. Having moved to become a CX consultant, leading Paradigm CX Ltd, he's been able to take his specialism to many clients to help them both understand how to generate more powerful insights, but also how to convert
- [The Power of Lego Serious Play with Sirte Pihlaja](https://lexdengroup.com/podcasts/the-power-of-lego-serious-play-with-sirte-pihlaja/) - Welcome to series 4 of the Customer Experience Superheroes podcast series. Designed to highlight various superpowers needed to be a CX leader today, we bring you a variety of topics including UHNW customer personas, to journey mapping, employee engagement and service design approaches. Global CX consultant, mentor and host Christopher Brooks interviews leading practitioners who
- [Meaningful Membership Experience with Steve Devine](https://lexdengroup.com/podcasts/meaningful-membership-experience-with-steve-devine/) - In this series we look at the CX Superpowers needed by CX leaders and demonstrated by leading brands seeking to create competitive advantage from customer experience. In this episode we look specifically at what this means for membership experience. Steve Devine heads up PROTECT a membership association for those in the world of protection (insurers,
- [Sustained Employee Engagement with Shane Goldberg](https://lexdengroup.com/podcasts/sustained-employee-engagement-with-shane-goldberg/) - Christopher Brooks' Customer Experience Superheroes podcast series explore the mindset, skillset and behavioural strengths needed to be a CX leader today. We discuss with experts in their field the superpowers needed to be among the elite achieving success from customer centricity. In this episode we catch up with Shane Goldberg, lead CX consultant at CustCore
- [CX 'punking' it with Adrian Swinscoe](https://lexdengroup.com/podcasts/cx-punking-it-with-adrian-swinscoe/) - Christopher Brooks' CX Superheroes is now in its 5th series. Our aim is to bring listeners keen to progress the knowledge and insights from the world of customer experience. We hope listeners are inspired by the speakers and their topics. In this episode, global CX consultant and mentor Christopher Brooks is in conversation with the
- [Leadership v Management in CX with Steve Bederman](https://lexdengroup.com/podcasts/leadership-v-management-in-cx-with-steve-bederman/) - In this episode CX Superheroes podcast host Christopher Brooks spends time with a true leader in one of the key areas of a customer centricity; customer service. Steve Bederman is the CEO of NobelBiz, a leading contact centre company, with over 250 employees. Having started his career as a call agent some 40 years, Steve
- [Meet the CX goalkeeper, Gregorio Uglioni](https://lexdengroup.com/podcasts/meet-the-cx-goalkeeper-gregorio-uglioni/) - Christopher Brooks' CX Superheroes explores the traits, techniques and tools the modern day CX professional needs in order to deliver meaningful value to their customers. In this episode we meet up with Gregorio Uglioni, an emerging star of the European CX landscape. As a CX leader within a payments company, Gregorio has the advantage on
- [Public Service CX v Corporate CX with Gunjan Allen](https://lexdengroup.com/podcasts/public-service-cx-v-corporate-cx-with-gunjan-allen/) - In this episode of the Customer Experience Superheroes podcast series we catch up with Gunjan Allen, a recognised positive force on the world of customer experience. With a background in corporate and public sector improving the experience for customers and employees, Gunjan is well placed to offer her advice on the difference between these areas.
- [Customer Service Upgraded with Bryan Horn](https://lexdengroup.com/podcasts/customer-service-upgraded-with-bryan-horn/) - Each episode unpacks another areas of customer experience with an expert in their field. In Christopher Brooks' latest Customer Experience Superpower we look at Customer Service with Bryan Horn, author of 'Get you Stuff and Get Out!' And we discover how badly managed customer service leads to badly behaved customers. Bryan takes through 'the death
- [Micro CX moments and so much more with Jeannie Waters](https://lexdengroup.com/podcasts/micro-cx-moments-and-so-much-more-with-jeannie-waters/) - Christopher Brooks' CX Superhero podcast series features those superpowers needed to be a leader in the world of CX today. In this episode we catch up with Jeannie Walters who poses as many of those super powers as anyone in CX. Global CX consultant and mentor, Christopher Brooks discusses an array of customer-centric topics with
- [Abundance v Scarcity mindset in CX with John D. Hanson](https://lexdengroup.com/podcasts/abundance-v-scarcity-mindset-in-cx-with-john-d-hanson/) - In this episode of the Customer Experience Superheroes podcast we discuss CX leadership with John Hanson. As consultant, author and President of Accelerated Revenue, John has spent a lifetime listening and observing qualities of leadership in CX. In conversation with host, with Christopher Brooks, John shares his experiences of leadership in customer experience explaining the
- [Purpose and Quality in Retail Experience with expert Ian Scott](https://lexdengroup.com/podcasts/purpose-and-quality-in-retail-experience-with-expert-ian-scott/) - Ian Scott is a rare breed in customer experience; a retail expert. His depth of knowledge on what does and doesn't create short stand out and long term memories is forensic. With a passion for helping retailers thrive against a challenging outlook Ian shares his vision regarding the changing role of the retail store, and
- [CX in the SME Community with Claire Radbourne](https://lexdengroup.com/podcasts/cx-in-the-sme-community-with-claire-radbourne/) - Christopher Brooks' CX Superheroes podcast series explores the talents and traits needed to be a success in Customer Experience. We meet incredibly committed individuals who are making a difference through their work in customer centricity. The SME community is one which CX has been 'sold' to in the past and failed to deliver the returns
- [Make People Matter with Victoria Taylor](https://lexdengroup.com/podcasts/make-people-matter-with-victoria-taylor/) - Christopher Brooks' Customer Experience Superheroes starts its 7th season with a very important message in the world of accelerated digital dominance - people matter in CX. The message is shared loud and clear by Victoria Taylor of VictoriaTayluk, our first guest of this latest series. Victoria, a CX consultant is in conversation with host, Christopher
- [The start up's perfect CX mindset - Kelly Mukhida](https://lexdengroup.com/podcasts/the-start-ups-perfect-cx-mindset-kelly-mukhida/) - As we close series 8, what better way than with a first! In this episode of the Customer Experience Superheroes podcast, host, Christopher Brooks is in conversation with Kelly Mukhida, CX lead at start up https://delli.market/ Having spotted a gap in the 'tasting/catering/delivery' market (it is such as good spot its not properly defined yet),
- [From Impressed to Obsessed with Jon Picoult](https://lexdengroup.com/podcasts/from-impressed-to-obsessed-with-jon-picoult/) - Welcome to the CX Superheroes podcast. Now in series 8, we bring commentary from some of the world's most impressive CX practitioners as they help us to discover the CX Superpowers needed to be a leader. Hosted by global CX expert Christopher Brooks each episode explores a different aspect of CX, from a new perspective,
- [Context in CX](https://lexdengroup.com/podcasts/context-in-cx/) - Thomas Wieberneit has travelled extensively; by geography, industry and roles in CX. This vantage point has allowed him to observe that there is no ‘one size fits all’ in CX. In fact, the experience isn’t even the organisations to own, as he put it to ECXO podcast host, Christopher Brooks. To paraphrase Thomas, the customers
- ['Shifting' to becoming a customer led company](https://lexdengroup.com/podcasts/shifting-to-becoming-a-customer-led-company/) - At the ECXO we progress the importance of context, country and culture in customer experience. The one size fits all model is outdated in Europe, as local adaptions are required by country. This makes for a fascinating and diverse learning in customer experience. The ‘Experience the Difference’ podcast brings voices from across Europe to the
- [The Human Impact of Digitisation](https://lexdengroup.com/podcasts/the-human-impact-of-digitisation/) - In discussion with global CX consultant, Ladislau Batahla, EXCO podcast host Christopher Brooks explores the impact the race to digitising the customer experience has on the employees involved. Originating from Portugal, Ladislau’s international experiences qualify his perspective, sharing considerations for those driving digital improvements to remember both the effect on those displaced, but also the
- [The democratisation of customer intelligence](https://lexdengroup.com/podcasts/the-democratisation-of-customer-intelligence/) - In the latest episode of Experience the Difference, the ECXO’s podcast we speak with Federico Cesconi, a recognised leader in customer intelligence. As the CEO and Founder of AI powered CXM solution, Sandsiv, Federico has established his reputation as a world authority on customer feedback. Having worked on his first NPS programme two decades ago,
- [There is no such thing as a digital experience](https://lexdengroup.com/podcasts/there-is-no-such-thing-as-a-digital-experience/) - Finland may not be the first country you think of when you consider Customer Experience. But why not? The dynamics of a nation can often accelerate the importance of CX as part of the buying criteria. Kari, has been practising CX in service of organisations in Finland, and now beyond, for many years. He has
- [The importance of clear job profiles in CX](https://lexdengroup.com/podcasts/the-importance-of-clear-job-profiles-in-cx/) - In this episode, Agneiszka Sulicka-Faverey shares her views on the growing confusion created across customer experience through poor role profile and job title labelling. As a CX practitioner with many years of experience for organisations in Poland and beyond, Agneiszka is well placed to discuss views on this with the ‘Experience the Difference’ podcast hosted
- [Measuring Emotional Drivers](https://lexdengroup.com/podcasts/measuring-emotional-drivers/) - In the ‘Experience the Difference’ podcast series from the European Customer Experience Organisation, we bring emerging talent to the spotlight, as well as share views from established thinkers. Recognising the importance of diversity in CX, we share a wide perspective of insights, ideas and new initiatives. In this episode, show host Christopher Brooks, catches up
- [The Power of Customer Journey](https://lexdengroup.com/podcasts/the-power-of-customer-journey/) - Danny Peters is the co-founder and CEO of MilkyMap. He has spent his career rocketing to where he is now with a fundamental truth driving him; customer journey mapping is limited without a management structure to drive insights through to delivered change. In discussion with EXCO podcast host Christopher Brooks, Danny shares how evolving from

## People

- [Chris Byrom](https://lexdengroup.com/people/chris-byrom/)
- [James Edmonds](https://lexdengroup.com/people/james-edmonds/)
- [Sophie Chkhaberidze](https://lexdengroup.com/people/6045-2/)
- [Rodrigo Perea](https://lexdengroup.com/people/rodrigo-perea/)
- [Prof. Dr. Phil Klaus](https://lexdengroup.com/people/prof-dr-phil-klaus/)
- [Jodi Goodison](https://lexdengroup.com/people/5647-2/)
- [Ailin Rosso](https://lexdengroup.com/people/ailin-rosso/)
- [Piotr Wojciechowski](https://lexdengroup.com/people/piotr-wojciechowski/)
- [Amit Bhatia](https://lexdengroup.com/people/amit-bhatia/)
- [Michelle Batt](https://lexdengroup.com/people/michelle-batt/)
- [Rebecca Gabbi](https://lexdengroup.com/people/rebecca-gabbi/)
- [Julia Sand](https://lexdengroup.com/people/julia-sand/)
- [Christopher Brooks](https://lexdengroup.com/people/christopher-brooks/)
- [Kat Garbutt](https://lexdengroup.com/people/kat-garbutt/)
- [Michael Brandt](https://lexdengroup.com/people/michael-brandt/)

## Categories

- [Uncategorized](https://lexdengroup.com/category/uncategorized/)
- [Strategy](https://lexdengroup.com/category/strategy/)
- [Innovation](https://lexdengroup.com/category/innovation/)
- [Technology](https://lexdengroup.com/category/technology/)
- [VoC](https://lexdengroup.com/category/voc/)
- [Measurement](https://lexdengroup.com/category/measurement/)
- [Customer-centricity](https://lexdengroup.com/category/customer-centricity/)
- [Customer Journey](https://lexdengroup.com/category/customer-journey/)
- [Employee Engagement](https://lexdengroup.com/category/employee-engagement/)
- [Leadership](https://lexdengroup.com/category/leadership/)
- [CX4Good](https://lexdengroup.com/category/cx4good/)
- [Best Practice](https://lexdengroup.com/category/best-practice/)
- [Luxury](https://lexdengroup.com/category/luxury/)
- [Training](https://lexdengroup.com/category/training/)

## Tags

- [customer experience](https://lexdengroup.com/tag/customer-experience/)
- [CX](https://lexdengroup.com/tag/cx/)
- [retail](https://lexdengroup.com/tag/retail/)
- [advice](https://lexdengroup.com/tag/advice/)
- [thought leaders](https://lexdengroup.com/tag/thought-leaders/)
- [in store cx](https://lexdengroup.com/tag/in-store-cx/)
- [face to face](https://lexdengroup.com/tag/face-to-face/)
- [highstreet](https://lexdengroup.com/tag/highstreet/)
- [CX Book Club](https://lexdengroup.com/tag/cx-book-club/)
- [CXBookClub](https://lexdengroup.com/tag/cxbookclub/)

## Categories

- [Finance](https://lexdengroup.com/category/finance/)
- [Software](https://lexdengroup.com/category/software/)
- [Hospitality](https://lexdengroup.com/category/hospitality/)
- [Utilities](https://lexdengroup.com/category/utilities/)
- [Education](https://lexdengroup.com/category/education/)
- [Technology](https://lexdengroup.com/category/technology/)
- [Online Services](https://lexdengroup.com/category/online-services/)
- [Retail](https://lexdengroup.com/category/retail/)

## Categories

- [ECXO](https://lexdengroup.com/category/ecxo/)
- [CX Superheroes](https://lexdengroup.com/category/cx-superheroes/)

## Filters

- [News](https://lexdengroup.com/filter/news/)