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 that influence real decisions, priorities and trade‑offs. Topics are shaped by what CX leaders are encountering right now, and discussions draw on decades of hands‑on experience across sectors.
So far, the series has explored whether organisations are prioritising personalisation too early, and how poorly communicated change can undermine otherwise well‑intentioned CX initiatives. Each conversation is designed to be accessible, relevant and easy to join.
About HumanEdge
HumanEdge is Lexden Group’s on‑demand CX advisory proposition. It provides flexible access to senior CX practitioners who have led, delivered and lived CX programmes inside organisations.
Designed for CX leaders who need experienced thinking at the moment decisions are made, HumanEdge offers practical guidance, validation and capacity support without lengthy procurement or rigid scopes. It complements internal teams by bringing perspective, pace and confidence when it matters most.
The Wake Up to CX Reality series reflects the same philosophy: real insight, grounded judgement and human understanding where context matters.
If you are looking for flexible, senior CX support beyond these conversations, HumanEdge is available on a simple retainer basis. Starting from as little as 4 hours a month, you gain access to an expert team with deep CX experience across multiple sectors, ready to provide guidance, validation and momentum exactly when you need it.
Meet the HumanEdge Team
Christopher Brooks is the founder of Lexden and creator of HumanEdge. With almost three decades of CX leadership experience, Christopher has guided global CX transformations across Europe, Africa, Asia and the Americas. He is an award‑winning strategist, creator of the Mini MBA in Customer Experience Management, host of the CX Superheroes podcast, and an active contributor to the global CX community.
Heidi Stone is a customer experience and service design specialist with over 20 years’ experience helping organisations clarify experience vision, simplify complex journeys and create brand‑distinctive services. She is often engaged as a catalyst for change, bringing focus and direction to CX investment and improvement efforts.
Michael Brandt is a senior CX leader, consultant and trainer with more than 25 years’ experience. Formerly in senior leadership roles at ABB, Michael has led global CX and customer care transformation programmes. He is also a guest lecturer and co‑creator of the Mini MBA in Customer Experience Management.
Sharon Boyd is a CX training and consulting specialist and founder of MKL CX. With a strong operational and programme management background, Sharon has led large‑scale, customer‑facing transformation initiatives across retail, hospitality and aviation. She brings deep expertise in digital change, colleague experience and cultural transformation.
Watch Previous Sessions
You can catch up on our first two Wake Up to CX Reality conversations below:
- Should CX prioritise personalisation? Exploring whether organisations are investing too early in data‑driven personalisation while core experiences remain inconsistent.
Watch on demand on LinkedIn - The importance of communicating change Examining how unclear communication affects trust, adoption and momentum for CX initiatives, both internally and externally.
Watch on demand on LinkedIn
Join the Next Session
The next Wake Up to CX Reality coffee chat takes place on 12 February at 9:00am (UK time). Each session is live, informal and lasts 30 minutes.
Join us with a coffee for a thoughtful, experience‑led conversation on the realities of leading CX today.
