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.

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.

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.

Chris is a business transformation and change specialist, helping organisations improve commercial performance by identifying the changes that will deliver most benefit and aligning people, process and measures to deliver sustainable outcomes.

He brings senior consulting and in-house experience across change delivery, customer management and performance improvement, with particular strength in stakeholder engagement and translating strategy into practical operating-model change.

How I think

I listen first, using customer, business and front-line insight to identify priorities and what “good” looks like in practice.

My approach is outcome driven – clarifying the customer, commercial and operational results required, then working back to the changes that will move the metrics.

I design for delivery by simplifying processes, instilling ownership, bringing clarity, and building measurement into day-to-day operations. I focus on making change stick by aligning stakeholders from the outset, communicating clearly, and reinforcing new behaviours through governance, capability and commitment.

Specialisms

Specialisms include transformation and change strategy; customer experience (CX) strategy and service design; Voice of the Business/User/Customer and insight-to-action; operating model, process and performance improvement; customer management (retention, segmentation and proposition development); and stakeholder engagement, governance and benefits realisation.

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.

Sophie is a CX strategist, trainer, and the first Customer Experience (CX) Head in Georgia. She began shaping CX thinking and embedding customer-centric culture in organisations at a time when the concept was completely unfamiliar in the region.

With over 3,000 training sessions delivered across sectors, Sophie helps organisations translate CX strategy into meaningful action. Her unique strength is combining soft-skills training with strategic CX design, creating lasting cultural change.

As a CX Consultant Partner at Lexden, she supports organisations in building robust CX frameworks, designing transformation paths, and aligning business goals with customer outcomes. Sophie is an official member of CXPA and a certified professional by The CX Academy.

About Jodi

Originally from Cape Town, I was educated in the UK before returning home to reconnect with my roots. With over 20 years’ experience across multiple industries, I’ve supported a diverse range of clients by streamlining operations, managing timelines, and delivering exceptional service. I stay organised, focused and responsive, consistently meeting deadlines while remaining flexible when priorities shift. I’m passionate about building strong client relationships and ensuring every project runs smoothly from start to finish.

How I think

I take a calm, solutions-focused approach, bringing clarity and structure to moving parts. I think proactively—anticipating needs, spotting challenges early, and finding practical ways to keep things on track. I value clear communication, thoughtful planning, and staying adaptable when things change. I thrive in fast-paced environments where collaboration, trust, and a steady hand make a difference. Whether managing a project or supporting a client, I stay purposeful, efficient, and committed to delivering quality work.

Specialisms

My strengths lie in project management, executive administration, and operational coordination. I manage complex workflows, streamline processes, and keep day-to-day operations running smoothly. I specialise in building strong client relationships, anticipating needs, and delivering responsive, detail-driven support. I’m experienced in working across departments—always with a focus on clear communication and practical problem-solving.

About Rebecca

Based in Monaco, Rebecca holds a degree in Economics and Management and a Master’s in Luxury Management. With a career spanning UHNWI industries, such as private aviation, superyachts, and luxury hospitality, she combines her financial background with a passion for crafting exceptional customer experiences. As a dedicated researcher, she explores the exclusive needs of this elite demographic, offering insights that bridge data-driven strategy with the art of luxury.

How I Think

Rebecca approaches CX with a unique perspective, blending analytical rigor with a deep appreciation for the emotional and experiential aspects of luxury. She believes that engaging UHNWIs requires delivering curated, seamless experiences backed by time-saving practices. Her mindset revolves around building meaningful connections, delivering seamless service, and aligning luxury experiences with long-term business objectives.

Based between Monaco and Stockholm, Julia is a Strategic Brand Experience & Engagement Specialist at Lexden Luxe and a Junior Consultant within the Lexden Consulting Group. She works at the intersection of customer experience, brand strategy, and luxury engagement, combining analytical structure with creative insight. Joining Lexden Luxe early in its development, she helped shape the firm’s market entry strategy, develop its brand identity, and activate partnerships that established the company within the global luxury ecosystem, including the creation and launch of its flagship coffee table book.

How I Think
“I believe brand experience is built in the small, intentional moments that create emotional clarity and long-term resonance. Luxury thrives on meaning, not excess, and true customer experience emerges when strategy and storytelling align. My work taught me the importance of prioritisation, authenticity, and building trust through every interaction. I’m driven by curiosity, a deep interest in human behaviour, and the conviction that brands succeed when they respect customers’ time, intelligence, and expectations.”

Specialisms
Julia specialises in brand experience development, strategic partnerships, UHNW customer insight, and experiential strategy within the luxury sector. She brings expertise in brand alignment, stakeholder engagement, and the creation of thought-leadership and editorial platforms that strengthen credibility and deepen client relationships.

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 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.

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).

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).

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.