This article is taken from our A-Z guide of modern CX 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 Service or Operations for example. The Misconception of Shared CX Ownership Each function has its specialist. Often highly trained who bring their knowledge, combine it with their experience and colleagues and apply it to tasks in their scope. Ideally delivered in a way distinctive to ..read more

Understanding the principles of customer experience is an important first step. Once appreciated it becomes apparent that delivering the potential gains from CX requires a disciplined business practice underpinning the ambition. This is where customer experience management (CXM) training comes in. With two decades of experience crafting CXM programmes, Lexden has condensed its learnings into a powerful 3-day intensive training programme designed to accelerate your journey towards customer-centricity. Book now: 18-20 June, London Designed for those who wish to accelerate and establish custo ..read more

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 a conversation on CX Training between host Christopher Brooks and customer experience guru Michael Brandt. The episode tackles the challenges organisations face in delivering impactful CX training. We’ve all been there – overflowing ..read more

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 ensure we develop the most progressive solutions for our clients. Equally, performing as a team is a priority and not allowing a remote set-up to compromise on this. Our deep commitment to customer-centricity empowers our clients to make the shift themse ..read more

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 processing of digital interactions away from the customer, it may not even be realised. Whichever it is, it belongs to the customer it happens to. An organisation can influence the type or design, and can even predict the outcome. Still, the customer’s context and ..read more

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 the argument stacks up. Positive outcomes create contentment all round. We are involved across all areas of customer experience; helping improve clients’ CX endeavours when others have left things a little unravelled or working up from a blank sheet to create CX strategies which ..read more

This article on Customer Centricity is part of our ‘Back to Basics’ series. In today’s fast-paced business landscape, customer-centricity has become more than just a buzzword; it is the cornerstone business practice for lasting success. As empowered consumers and digital transformation reshape industries, organisations increasingly prioritise their strategies around their customers’ needs and expectations.  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.  What is C ..read more

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 occur unexpectedly, shifting my emotional state from neutral or negative to positive. These moments occur when something unexpected hinders my goal or creates unnecessary difficulty. These aren’t pain points, but brand-defining moments. Each company has managed ..read more

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 aspirations authentically within the sanctity of the prestigious Centurion brand. And whilst it was a battle of the brand custodians, we arrived at a respectful middle ground. Centurion payment experience at the time closed its doors to celebrities and journalists (and ..read more

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 management, enriching your endeavors with a different an nuanced guide on customer experience best practice. Unlocking the Ultimate Customer Experience: Your Comprehensive CX Guide Throughout 2023 and 2024, we are dedicated to revealing the contemporary A-Z ..read more