Our People

How to fulfil the customer’s outcome has always been for me, the fundamental which drives success from customer experience.

I believe if you can inspire your customers to value whatever time they spend with you over your competition, you can create a sustainable business. So CX is a force for good, creating improvement wherever it goes, from a customer’s retail transaction experience all the way to making a difference in society.

It’s a progressive movement. Each day I learn more from my colleagues, my clients, their customers who inspire. It has helped keep me curious to explore how to create even better outcomes.

I also believe when defining success we should think beyond businesses. I care for those who work with me and those I work for. It’s important, probably the most important role I have. A true win in customer experience occurs when everyone impacted by change benefits.

Specialism

Christopher helps organisations understand value and apply customer centric management to the complexities of their business. Helping to drive meaningful value to customers, colleagues and the business alike. Working with clients he defines and directs customer centric strategies to achieve business goals.  He shapes strategy papers for boards, facilitates customer vision development, embeds customer centric frameworks and practices to accelerate the adoption of considering customer outcomes as a business priority.

About Michael

Michael is a true international; born in the UK, raised in Switzerland and conducting business for ABB across East Asia. In 2000 he was posted to Japan as Vice President, and subsequently President, of a joint-venture company with operations in Japan and Taiwan. It was this 7-year posting that really opened his eyes to what customer experience can be, given the right customer-centric mindset. He went on to become Head of Customer Experience, with global responsibility for VoC Programs and complaint. He left ABB in April 2020 to be an independent CX consultant and trainer, working with Lexden since the November 2021.

How I think

“For me, there are three things that are quintessential in CX.

1) Don’t assume you know what the customer wants. Ask!
2) Don’t bother asking if you are not prepared to listen to what the customer has to say and, more importantly, actually do anything about it.
3) Closing the loop with customers is critical. They are not mind-readers. They need to be shown that they have been heard, valued, and taken seriously. This will build a strong foundation for future dialogue and for the establishment of a true partnership.”

Specialisms

Voice of Customer programs, Customer Journey Mapping and Complaint Management. With his CX and Quality Management background, he takes customer insights and transforms them into improvement initiatives, intended to remove the weaknesses in the customer journey map, thereby making a significant contribution to a frictionless customer experience.

About Aileen

Aileen is a global customer experience specialist based in The Netherlands. She has over a decade of hands-on experience implementing turnkey voice of the customer (VoC) solutions and developing transformative customer-centric strategies that deliver extraordinary results and better outcomes for customers.

How I think

“A forever-student with endless curiosity, passion for customer centricity, and need for adventure. I’m at my happiest when stepping into unknown territory, tackling customer challenges, and uncovering creative win-win solutions for our customers.”

Specialisms

As head of Lexden’s CX Lab, Aileen is responsible for our ad-hoc CX design and implementation practices. She leverages our deep CEM expertise and innovation capabilities to tackle the most difficult CX challenges, tailor customer centric solutions and design the future of customer experience for vanguard organizations.

About James

Based in Brighton, in the UK, James has dedicated his near 20-year career to the financial services sector, specialising in Customer Experience and regulatory interpretation. His journey began with leadership roles at companies such as Legal & General, RSA, More Th>n and Nucleus. In 2024, he founded Duty CX to support businesses in navigating the FCA’s Consumer Duty requirements.

How I Think

“Personal experiences of vulnerability drive my passion for improving outcomes for vulnerable customers. Losing my sister to cancer and my wife’s cardiac arrest had a profound impact on me, shaping my mission to ensure businesses are empathetic and proactive in addressing their customers’ needs. For me, Consumer Duty goes beyond compliance; it’s about genuinely making a difference in people’s lives.”

Specialisms

James is an expert in Consumer Duty, customer vulnerability strategies, and integrating CX in financial services. With extensive experience interpreting FCA regulations, he helps businesses remain compliant while delivering exceptional and empathetic customer experiences. If you’re looking for someone to transform your approach to customer vulnerability, compliance, and CX, James is the right person.

About Ailin

Ailin is from Buenos Aires, Argentina. She has a Master’s in Business Administration (University of San Andrés), Bachelor’s degree in Administration (University of Buenos Aires) and Coach Life (Axon). She has spent the past 10 years working with Customer Service and Customer Experience teams.

How I think

“It is only through walking in the shoes of others that we can impact business development and make the world a better place.”

Specialisms

Customer Journey Mapping specialist and CX trainer. She manages experience design, voice of customer and process improvement projects.

Where I came from

With a background in engineering, including courses and seminars on Continuous Process Improvement, I have been working at Lexden since 2020. Prior to that, I collaborated on process improvement initiatives in both the public sector and civil organizations in Mexico. Currently, I am a proud member of the Lexden family in Wroclaw, Poland.

How I think

To have a CX (Customer Experience) mindset, I believe that the first and foremost quality is empathy. It is crucial to think like the customer, to understand their needs and satisfaction, and to make this value a part of your daily actions. Additionally, having analytical thinking to identify opportunities for continuous improvement in processes is equally important. These two pillars are crucial to improve people’s lives through CX.

What I Do:

In projects, I have two main roles. Firstly, I provide support in information technology and software used in the work in progress. If there is a problem with the system, I will be there to assist. Secondly, I am responsible for mapping and elaborating process improvements, adapting them with a customer-oriented approach.

About Michelle

Michelle lives in the U.S. in the Washington DC metro area.

She has been a CX practitioner for most of her career, building and leading CX teams in multi-national organisations. Most recently, she was Head of CX for AT&T Mexico. Prior to that, she also managed other key business areas including strategy, marketing, training and business analysis. As a business consultant, she has worked across a variety of industries (telecom/technology, health care, higher education) as well as with non-profits. Michelle is a Spanish speaker and has delivered keynotes, and facilitated meetings and trainings in both English and Spanish.

How I think

“Integrating multiple stakeholder groups, individuals and teams of people should always be considered in CX work. Customer and Employee Experience should not be treated as separate entities.

While surveys can be used effectively, they rarely are, so I fully believe in expanding sources of customer data and building qualitative methodologies.

Employees, especially those in the front-line, are an under-valued source of VOC. We can accomplish great things by engaging the cross-functional team.

I think about CX broadly as transforming organizations & lives.”

Specialisms

Building cost-effective VOC data sources, Front-line employee workshops & CX presentations, Personas and Customer Journey Mapping, Business and customer data analysis, Cross-functional team engagement, CX practice and team establishment, Patient advocacy (as a volunteer in my spare time).

About Amit

Based in India, Amit has over 18 years of experience serving international clients. He advises global firms across industries on their most pressing CX issues. He is often quoted in the media and is a top-rated keynote speaker and judge at international CX events. He was previously at Forrester, providing CX thought leadership to global CXOs.

How I Think

“How do you truly win at CX? For many organisations, the focus on CX metrics is a great starting point, but it often leads to a false sense of success. Improving metrics doesn’t automatically translate to improved customer experience. Remember, the map is not the territory.

To achieve real CX success, organisations must strike a delicate balance between customer needs and business objectives. Unfortunately, this balance often tilts towards short-term organisational needs, leading to a decline in customer satisfaction.

The key to restoring this balance lies in your company culture. If you can foster a culture where revenue-chasing executives prioritise customer experience and CX professionals understand the importance of business goals, you’re well on your way to winning the CX game.”

Specialisms

CX Management, CX Maturity, Customer Journey Mapping, CX Measurement, VoC, RoI of CX, Employee Experience, UX reviews, Training, Workshops, Keynote Speeches.

About Steve

A seasoned marketing and CX professional with a passion for driving growth in the agricultural industry, Steve Dale brings over 35 years of experience to his role as a Customer Experience Specialist at Lexden Group. Based in Yorkshire, UK, Steve has worked across various global markets, demonstrating his adaptability and cultural sensitivity.

His deep understanding of the agricultural sector, coupled with his expertise in marketing and customer experience, makes him a valuable asset for businesses seeking to differentiate themselves and enhance their customer relationships.

How I Think

“I believe that exceptional customer experiences are the cornerstone of long-term business success. I am driven by a passion for helping businesses understand their customers’ needs and deliver solutions that help them gain a competitive advantage. My approach is grounded in empathy, data-driven insights, and a commitment to continuous improvement. Building lasting relationships requires a genuine focus on understanding and meeting customers’ needs, going beyond transactional interactions.”

Specialisms

Steve’s areas of expertise include designing and implementing CX transformations to enhance customer satisfaction and loyalty.

As a leader of the CX Yorkshire community, Steve is dedicated to fostering collaboration, sharing knowledge, and supporting other CX professionals in the region. He is committed to helping businesses in the agricultural sector achieve their full potential through exceptional customer experiences.

Meet Piotr, our accomplished CX consultant based in Poland. Fluent in both Polish and English, his expertise shines through as he guides businesses in powering better experience by actively listening to the voices of customers and employees. Piotr excels in conceptualising strategies for positive change, making impactful improvements to processes, services, and products, all while nurturing business growth and ensuring a superior experience for all stakeholders. Notably, Piotr serves as the enthusiastic host for the Polish CX World Games, showcasing his passion for driving excellence in customer experience. With a Certified Customer Experience Professional (CCXP) designation, Piotr brings a wealth of expertise spanning design research, customer experience audits, Voice of the Customer Management, CX/EX strategies, Employee Experience (EX) enhancements, and cutting-edge technology (Techxpirience).

Prof. Dr. Phil Klaus is widely considered one of the leading global Customer Experience Strategists and the world-leading UHNWI researcher.

Prof. Klaus is ranked on the Stanford University Annual World’s Top 2% Scientists list in 2019/2020/2021 and 2022.  He is the Chairman of the PK Customer Experience Institute, founder of Prof Dr. Phil Klaus & Associates Consulting, Professor of Customer Experience Strategy and Management at the International University of Monaco, and bestselling author of “Measuring Customer Experience”.

His award-winning research is published in a wide range of top-tier academic and managerial journals and numerous books.

He is an experienced manager, Non-Executive Director, strategic advisor and management consultant with an active, international portfolio of Blue-Chip clients for whom he advises on customer experience strategy, profit enhancement, ‘next practice,’ and business development.

Meet our invaluable team member, Lauren, the driving force behind keeping Lexden running like a well-oiled machine. Her resourcefulness and exceptional problem-solving skills are the backbone of our operations, ensuring that every challenge is met with a solution. Lauren’s keen eye for detail and unwavering commitment to precision make her the perfect project manager, overseeing every facet of our endeavors with meticulous care. Her dedication and expertise are instrumental in not only meeting but exceeding our clients’ expectations. Lauren is an indispensable part of our Lexden family, and her unwavering dedication keeps us on the path to success.

Where I came from:

With over a decade of marketing experience in the UK, I hold an MSc in Marketing Communications from Birkbeck University of London and a BA in History with honors from the University of Sheffield. My journey began with marketing and events management at St Andew Holborn, a historic venue in Central London. Subsequently, I embarked on a 3-month internship at notonthehighstreet.com, where I gained invaluable insights in their PR and Social Media departments. Followed by 7 years at BVA BDRC international research agency, as their Marketing Manager. During this time, I managed multiple brands, nurtured junior talent, and oversaw a wide range of marketing activities, including campaign strategy, content creation, and event marketing. In 2020 I set up my own marketing business, and have worked for a range of organisations including charities, consumer goods, property and finance.

How I think:

I am passionate about uniting my love for marketing with the profound aims and aspirations of Customer Experience.  Exceptional marketing can only emerge when we genuinely comprehend the target audience and connect directly with the hearts of those who stand to benefit from the product or service being offered. By inspiring customers to value their interactions with a brand over others, we can create a sustainable business model. This philosophy is at the heart of my commitment to Customer Experience (CX) as a force for good, capable of driving improvement across the spectrum, from enhancing the retail transaction experience to making a meaningful difference in society.

What I do:

I’m responsible for Lexden’s marketing making sure we’re always helping people like you stay in the know on all matters CX.  We have our CX Book Club, CX Superheroes podcast, CX articles, the A-Z of Modern CX series and our CX Leaders interview series.