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Christopher Brooks
Global Customer Experience Expert at Lexden CX Limited
London, United Kingdom
Helping organisations improve their outcomes through customer-world led thinking | Where great CX practice creates betterment for all involved; customers, employees, communities, society and shareholders | Managing Director of international CX practice Lexden CX.
I am a customer strategist with over 20 years of agency, clientside and consultancy experience working with corporates across Europe, Asia and the Americas.
In everything I do I look to the outcome as the goal rather than the challenge to overcome or fix | With this in mind we help brands attract and retain committed and content customers | Customers who value and invest in a better experience.
Available For: Advising, Authoring, Consulting, Influencing Travels From: London Speaking Topics: CX4Good, CC Operating Model, CX transformation, Customer Centric Culture, Democratising Customer Insights, Employee Experience
Christopher Brooks
Points
Academic
45
Author
203
Influencer
29
Speaker
54
Entrepreneur
76
Total
407
Points based upon Thinkers360 patent-pending algorithm.
HOW SMALL CUSTOMER EXPERIENCE STEPS MAKE A BIG DIFFERENCE
Lexden hub
April 12, 2024
The Power of Small Wins in Customer Experience. 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. In this article I share several small wins from companies which deliver a big impact.
ARE WE NEGLECTING THE CUSTOMER EXPERIENCE IN THE RACE FOR CUSTOMER FEEDBACK?
Lexden hub
March 13, 2024
In this article we explore how the obsession with customer feedback is getting in the way for customers, as well as companies of delivering a holistic customer experience. After all customer feedback is a customer experience as well as the means to learn about CX from customers
The future of CX - what do you believe?
Linkedln
February 14, 2024
Are futurologists crystal ball gazers, or do they have a special window in to the future of our world? Well, at their best they can widen the boundaries of our imagination, and potentially change the course of our actions. At their worst, they can serve platitudes which suit their own agenda, and damage social progress.
The Hierarchy Of Customer Experience Needs
The CX Lead
February 10, 2024
In the work of CX, we are often attempting to guide our customers to very specific actions. So what would it look like if we applied Maslow’s hierarchy of needs to a Customer Experience context? Could it help us better guide customers towards their preferred outcomes? With contributions from CX leaders such as Christopher Brooks
CUSTOMER EXPERIENCE (CX), AN INTRODUCTION - what is customer experience?
Lexden Hub
January 31, 2024
An article from Lexden's 'Back to Basics' range designed for those new to CX or looking to reset their understanding. This article gets to the foundation and explains what is CX and why do companies look to practice it. Ideal for beginners, and a good reminder for the experienced.
THE POWER OF CUSTOMER-CENTRICITY
LEXDEN
January 03, 2024
In 2024 we will be continuing our customer experience 'grass roots' series. We will cover foundational thinking in CX. We will also add some meaning and structure to some of the more populous topics. Sign up to our newsletter or Information Hub at for regular updates. https://lnkd.in/euwQKi9E
THE POWER OF CUSTOMER-CENTRICITY
LEXDEN
December 20, 2023
At its core, customer-centricity refers to an organisational approach that places the customer closer to the centre of all business decisions. It entails a deep understanding of customers’ needs, preferences, and expectations, and aligning products, services, and experiences accordingly. Customer-centric organisations strive to build long-term relationships with their customers over transactional exchanges by consistently delivering exceptional value to their customers.
LEXDEN CHOSEN AS CX TRAINING PARTNER BY GBNTC FOR GULF REGION
LEXDEN
December 19, 2023
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.
Customer Experience Superheroes - Series 12 Episode 2 - CX Design - Ricardo Sultz Gulko
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November 02, 2023
There are many aspects of customer experience. No one person can have a satisfactory depth of expertise in all areas. The CX Superheroes podcast series brings to the mic, experts in specific fields to give you, our esteemed listener, a broader appreciation of the various components to succesful cust
Tags: Business Strategy, Customer Experience, Leadership
Customer Experience Superheroes - Series 12 Episode 1 - Do B2B Better - Jim Tincher
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September 14, 2023
We kick of series 12 of the CX superheroes podcast series with an industry legend. There can be few people in CX you'd want to spend time with more than Jim Tincher. We were delighted when Jim agreed to be a featured author in the Lexden CX Book Club and share the 'making of' Do B2B B
Tags: Business Strategy, Customer Experience, Leadership
Book review: From Impressed to Obsessed by Jon Picoult
MyCustomer
July 20, 2023
The latest edition of the Lexden CX Book Club features a panel critique of 'From Impressed to Obsessed: 12 principles for cultivating lifelong fans among customers and employees' by Jon Picoult.
Customer Experience Superheroes - Series 11 Episode 4 - The Human Experience - John Sills
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June 29, 2023
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 bankin
Tags: Business Strategy, Customer Experience, Leadership
Customer Experience Superheroes - Series 11 Episode 3 - Employee Engagement Drivers - Nicole Kyle
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May 24, 2023
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 actual
Tags: Business Strategy, Customer Experience, Leadership
Customer Experience Superheroes - Series 11 Episode 2 - People before Profits - Annette Franz
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May 03, 2023
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 k
Tags: Business Strategy, Customer Experience, Leadership
CX VS. UX: UNDERSTANDING THE DIFFERENCES AND OVERLAP
Lexden Hub
April 04, 2023
In today’s digital age, businesses emphasises two crucial elements: Customer Experience (CX) and User Experience (UX). Despite their interchangeable use, they signify separate yet interconnected aspects. In this article we delve into the disparities and common ground between them.
Customer Experience Superheroes - Series 11 Episode 1 - CX & Consumer Duty - James Edmonds
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April 04, 2023
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 F
Tags: Business Strategy, Customer Experience, Leadership
Customer Experience Superheroes - Series 10 Episode 4 - Exploring the Customer-centric mindset - Piotr Wojciechowski
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February 22, 2023
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, Christophe
Tags: Business Strategy, Customer Experience, Leadership
Why striving for 'better outcomes' in CX is a more rewarding strategy
LinkedIn
January 30, 2023
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 from CX can be found when we go beyond business to think about help others outside these groups who have a greater need....
Customer Experience Superheroes - Series 10 Episode 3 - Adam Alfia - Putting customer insights in the hands of operations
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January 27, 2023
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 i
Tags: Business Strategy, Customer Experience, Leadership
Be proud of your customer testimonials
LinkedIn
January 20, 2023
Part of our football match trip ritual for my son and me 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 in to the outlet, much more than my waistline does. I would say I first came for the reputation of the food, but I now stay because of how important customers are to them.
And it's easy to see how, every time you step in a store.
Five Guys adorn their walls with customer testimonials. Their quotes are made into art and sprayed everywhere you look. It says many things:
Customer Experience Superheroes - Series 10 Episode 2 - NLP connecting us to what matters
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January 06, 2023
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
Tags: Business Strategy, Customer Experience, Leadership
How Spring has improved customer feedback to take the stress out of homebuying
MyCustomer
November 17, 2022
Selling a home is noted as one of the most stressful experiences you might go through in your life, and Spring aims to offers a stress-free, guaranteed solution to those who are looking to sell their property quickly. We offer our homebuying, chain repair services and part-exchange solutions to the general public as well as new home developers, estate agents and retirement home providers. This year alone we have made over 6,000 offers, purchased a property within 48 hours, and 95% of our customers would recommend Spring as a method of selling property.
Customer Experience Superheroes - Series 10 Episode 1 - Customer Journey Management
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November 07, 2022
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 Jou
Tags: Business Strategy, Customer Experience, Leadership
For nearly twenty years we've been perfecting our craft in customer experience management, at Lexden CX. For most of this time we've provided training to clients, as part of a broader customer experience improvement engagement. Engagements which involve accelerating customer centricity as a leading business practice in organisations.
If you fell asleep fifteen years ago and work up today to see this ad from Nationwide Building Society, you would think what are they making a fuss about something so 'everyday'. But now, is the race for digital and artificial replacements to reduce costs and streamline routine transactions are increasing the value human engagement, even differentiating it?
What Matters Most in Customer Experience?
Linkedln
January 08, 2024
Exploring the importance of alignment on 'what matters most in customer experience', regardless of the vantage point the question is directed from. To help inspire others, in this article we consider the customer, functions and senior leadership team's perspective, and how to ensure a common purpose.
Diversification is not a new term. In fact, in farming it's a means for survival. Famously Jeremy Clarkson has been campaigning against Chipping Norton local authorities to allow his 'Diddly Squat' farm to also play host to a restaurant.
Focus on behavioural measurement (EXQ) in customer experience. Highlighting the reliability of EXQ (90% confidence) to predict business outcomes from CX compared to 1% and 8% for the more conventional models. A how to chapter with real life examples practiced.
We help companies organise their business around their customers. Embedding customer centric operating models to drive systematic and sustainable difference from customer experience.
Partiners from the Customer Experience World Games | CXWG
#CXWG #CXWG2022
Founded the CX Book Club to make learning and development from CX more accesible to all.
Transformative Learning for CX Professionals
At the CX Book Club, we celebrate the power of shared knowledge. In the ever-evolving realm of customer experience (CX), continuous learning is key. That’s why we’ve crafted a unique space where professionals like you engage in stimulating discussions, explore innovative ideas, and connect with peers who share your passion
CXWG | Customer Experience World Games Update & 2nd Challenge
CXWG
June 09, 2022
Join us for CXWG Live when we will catch up on what's been happening with host Neal Topf and founder Christopher Brooks. And we will launch the Challenge 2!
Tags: Customer Experience, Design Thinking, Social
Customer Experience World Games | CXWG
CXWG
March 03, 2020
The Customer Experience World Games launched in March 2020 as a response to Covid-19. It was an opportunity for the CX community across the globe to come together and make a difference in the pandemic crisis. The significant talent pool were asked to create outstanding experiences to help others during the global Covid-19 lockdown. This included charities, social causes and independent retailers.
ECXO Team - UK Founding Member
EXCO
January 01, 2022
We seek to bring together leaders and organisations, operating in Europe and beyond, so that they can share knowledge, best practice, insights, stories and lessons with a view to raising the collective experience and develop the European approach for Customer Experience.
Customer Experience for Wealth Managers
Slide Model
October 29, 2013
A guide from Lexden in Customer Experience for Wealth Managers:
1) Explaining why customer experience is now critical to the success of Wealth Managers
2) Highlighting how to exploit the full commercial potential of Customer Experience
Virtual event organised to showcase how customer experience can be applied to create a positive social impact. Speakers included NHS, SharedAim (Crisis Experience) and CX Asia
Keynote on CX: The case for customer experience grows across many sectors with 90% of sectors stating it was their most important focus for 2017. Organisations with tiers of staff between the end customer and the strategic business decision makers have embraced customer experience as a way of reconnecting with the customer to ensure the way they deliver and manage their products and services fulfil customer requirements effectively.
A Masterclass in Financial Services Customer Experience
YouTube
January 19, 2016
Lexden's MD Christopher Brooks discusses Brand differentiating customer experiences in financial services.
Christopher Brooks is a customer strategist with agency, client and consultancy experience working with companies across Europe mainly in financial services but as varied as utilities to hospitality. Lexden, has been dedicated to the 'customer first, profits follow'
All Things Experience: Edition 24
Medallia
March 04, 2024
If you're interested in learning more about:
• How to prioritize employee experience
• What should be included in a best-in-class digital experience program
• How to master both customer service and customer experience
How to Provide a Delightful Customer Service Experience
ProProfs
January 12, 2024
Customer service experience matters significantly for the organizations as well as their customers. Justifying it with numbers is equally important as testifying it with some of the real players of the industry. Here we bring on to you a long list of customer service experts who share their suggestions on delighting the customers. Experience matters, right? So read and follow what they say:
Distilling the essence of the CX World Games with Christopher Brooks
CX Goalkeeper
November 20, 2023
Uncover groundbreaking insights in customer experience with Chris Brooks on the CX Goalkeeper Podcast. This episode, "Distilling the Essence of CX: The CX World Games with Chris Brooks," offers an unparalleled dive into the world of CX, combining theory and practice for transformative ideas.
How OneHealth by AXA uses CX as a key differentiator
MyCustomer
August 29, 2023
In this interview with Christopher Brooks, MD of Lexden, Aleena Arotin discusses her multifaceted role in OneHealth by AXA, emphasising the strategic importance of CX as a key differentiator in the healthcare industry. She highlights her unique blend of operational expertise, transversal leadership, and a focus on innovative initiatives.
What really matters to customers
CX Goalkeeper
March 17, 2021
Christopher’s chapter in the book Customer Experience 2 is about measuring behavioral changes
There are 25 CX drivers which are able to replicate 90% of the decision-making process
The EXQ (Experience Quality) method identifies what customer experiences drive a brand’s customers’ share of category
The MILO Matrix helps to prioritize the CX improvements base on a) What matters most to customers b) What the organization is best at delivering. Additionally, it helps to find the drivers that make the customers come back to you because of these drivers (as a key differentiator)
Tags: Customer Experience, Design Thinking, Social
3 Panels
Judges' Roundtable: What it takes to become a CX Leader of the Year
MyCustomer
November 16, 2023
In discussion with MyCustomer Christopher Brooks, Sue Duris and Ian Golding review what it takes to put together a winning submission for the CX Leader of the Year awards, 2023.
Reframing the B2B Engagament Journey
ECXO
April 26, 2023
In partnership with SAS, the European Customer Experience Organization (ECXO) presents Reframing the B2B Engagement Journey. We are excited to invite you to join our live conversation hosted by Christopher Brooks, Lexden with Emma Sutton, Kevin Scanlon, and Carlos del Corral on April 26th at 2 PM CET or 1 PM GMT.
Tags: Business Strategy, Customer Experience, Marketing
Reframing the B2B Engagement Journey
ECXO
April 26, 2023
This webinar will discuss the following points and will answer your questions that you can post upfront below on our Linkedin main event page.
How to develop the so-needed emotional connection in your early engagement
How to deliver and generate a great experience from the first digital and human interactions.
How your teams can use data and analytics to understand their customers better and tailor their sales approach accordingly.
What are those companies doing differently during the initial journey after their initial digital and human experience? That helps them to achieve better outcomes.
How to create something unique for your B2B customer too?
How do you express natural empathy in engagement B2B in different cultures?
Expressing natural empathy in engagement B2B, is this not for all? How can your culture adapt?
Customer Experience Superheroes - Series 13 Episode 1 - CX Management Training - Michael Brandt
Buzzsprout
April 12, 2024
In this episode of Lexden's CX Superheroes, we catch up with Michael Brandt, a leading CX professional in Europe. In conversation with host Christopher Brooks, Michael shares his experience on what's important when it comes to training colleagues in customer experience.
Interview with CX Academic Prof Dr Phil Klaus
Buzzsprout
February 09, 2024
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 publication, it is still seen by many as the ultimate book on CX measurement.
Customer Experience Superheroes - Series 12 Episode 4 - Measuring Customer Experience - Prof Dr Phil Klaus
Buzzsprout
February 09, 2024
Phil is the latest author to guest on Lexden's CX Book Club. And as has become the tradition, we spend time discovering where the inspiration to create the book came from, how it jumped from an idea to a best seller, what the writing process has meant and the aspects of publishing less enjoyed. On accounts Phil is very frank and reveals some of the frustrations encountered along the way.
Customer Experience Superheroes - Series 12 Episode 3 - Goal Setting in CXManagement - Sophie Hedestad
Lexden
January 31, 2024
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) are, and why they are becoming more important than KPIs for progressive companies to manage performance.
ECXO - Experience the Difference - Measuring Emotional Drivers - Anne-Laure de Broissia
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October 31, 2023
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
ECXO - Experience the Difference - Measuring Emotional Drivers - Measuring Emotional Drivers
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October 31, 2023
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
ECXO - Experience the Difference - Danny Peters - The Power of Customer Journey
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October 31, 2023
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 Christo
ECXO - Experience the Difference - Agneiszka Sulicka-Faverey - The importance of clear job profiles in CX
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October 31, 2023
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 vi
ECXO - Experience the Difference - Kari Korkiakoski - There is no such thing as a digital experience
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October 31, 2023
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
ECXO - Experience the Difference - Federico Cesconi - The Democratisation of Customer Intelligence
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October 31, 2023
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. Havin
ECXO - Experience the Difference - Ladislau Batahla - The Human Impact of Digitisation
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October 31, 2023
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 conside
ECXO - Experience the Difference - Kirsti Laasio - 'Shifting' to becoming a customer led company
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October 31, 2023
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’
ECXO - Experience the Difference - Thomas Wieberneit - Content in CX
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October 31, 2023
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
CX Superheroes - John Sills - Humanising the Experience
Buzzsprout
June 29, 2023
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 consultancy helping clients ensure the experience they provide have a human connection, whether in person, on the phone of through digital contact.
As Jon shares where the idea for his first book came from, we hear many of the themes that we've long emphasised on the CX Superhero podcast series as stand out traits. In conversation with series host, Christopher Brooks they explore common principles and uncover some of the reasons why CX will work, versus what holds in back in organisations.
CXSuperheroes - Customer Journey Management
Buzzsprout
November 07, 2022
Christopher Brooks speaks with Jochem Van de Veer, CEO of They Do, 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 achieved from mapping.
In conversation they discuss the shortfalls of the way many are coached to developed customer journey maps, and the impact and positive impression on senior management which 'managing' customer journeys can achieve beyond just mapping.
Customer Experience Superheroes - CX4Good Special - Playing games to make a difference
Buzzsprout
October 06, 2022
In conversation with host Christopher Brooks, hear how the CXWG has made an impact on the lives of the playing community as well as the charities the games is designed to improve outcomes for.
Customer Experience Superheroes - Series 9 Episode 2 - Refugee Experience with Elena Rozanova
CX Superheroes
April 16, 2022
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 for what more could be done by the CX world to help those struggling to support refugees the world over.
Customer Experience Superheroes - Series 8 Episode 2 - Charity Experience Masterclass with Ashley Jones
Buzzsprout
November 16, 2021
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, photographers (tune in to hear how they fit in), volunteers and board members is breathtaking.
Listen to the podcast, hosted by Christopher Brooks, and you will be taken on a masterclass in charity experience.
Customer Experience Superheroes - Series 7 Episode 3 - Purpose and Quality in Retail Experience with expert Ian Scott
Buzzsprout
July 19, 2021
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 why this is the best news for customer experience.
In conversation with series host, global customer experience specialist, Christopher Brooks, Ian brings to life the transformation of Nike bringing us insights straight from the table of strategic customer intent at Nike. Nike prove their superhero credentials and Ian demonstrates how experimenting is a critical superhero trait in CX.
Customer Experience Superheroes - Series 7 Episode 1 - Make People Matter with Victoria Taylor
Buzzsprout
March 25, 2021
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 Brooks on this critical topic.
Customer Experience Superheroes - Series 6 Episode 3 - Public Service CX v Corporate CX with Gunjan Allen
Buzzsprout
February 07, 2021
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.
In conversation with host Christopher Brooks, global CX consultant and mentor, Gunjan discusses the criteria of successful leaders in CX, and the pair share personal examples where they've seen the impact of poor management on employees confidence.
Customer Experience Superheroes - Series 6 Episode 2 - Customer Service Upgraded with Bryan Horn
Buzzsprout
January 24, 2021
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 words' used by companies when they are excusing their inaction, and how in turn customers are becoming affected by bad service, conditioning themselves for the worst.
Customer Experience Superheroes - Series 5 Episode 3 - Sustained Employee Engagement with Shane Goldberg
Buzzsprout
November 12, 2020
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 Ltd, Melbourne, Australia. Shane is responsible for guiding clients through customer transformation programmes. In every instance he has recognised the importance of engaging employees who are a few steps removed from directly interacting with customers.
Tags: Change Management, Customer Experience, Future of Work
Customer Experience Superheroes - Series 5 Episode 2 - CX 'punking' it with Adrian Swinscoe
Buzzsprout
November 02, 2020
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 renowned CX influencer Adrian Swinscoe. Adrian leaves an impression on those he deals with. One which makes them think again about CX, from his no-nonsense perspective.
Lexden's 'what matters most' in customer experience
Slide Model
December 06, 2016
No. 1 Measuring the right thing. That which drives profit from CX.
Know what is important to customers decision making and you will be a success with customer experience. This presentation shares details of the most reliable measure for CX available.
Brand impact on customer experience
Slide Model
November 10, 2014
Financial Services Forum presentation highlighting how brand is included (or not) in financial services companies customer experience. With specific examples where branded CX is working and how to ensure brand stays on the agenda.
The future of financial services marketing communications
Slide Model
September 29, 2014
Lexden's presentation made to the PROTECT (life, health and payment insurance forum) in response to FCA consultation paper. Covering how marketing communications will change to meet consumers changing needs
Lexden's RightDirection Customer Experience Effectiveness Audit
Slide Model
October 07, 2013
New CX Audit from Lexden to help brands understand what the current return on CX investment is verses the potential the brand business should be achieving. Full audit includes realignment roadmap.
ENGAGING STUDENTS WITH CAMPUS SERVICES 2024
CUBO
February 08, 2024
Learn how to map the user journey with Christopher Brooks, engage different international student cohorts, say less when you need to say more and the dos and don'ts of student-generated content, all while sharing experience with colleagues from other universities.
European Executive Summit
Financial Service Forum
October 05, 2022
October marks the return of the Forum’s invitation-only Executive Summit, this time back in the South of France.
In this year’s program we will be looking at the market outlook, vulnerable customers, changing consumer behaviours, brand survival, and examining effective organisational output.
The Summit also poses an opportunity for the most senior FS marketing leaders to meet with their peers, share their learnings and connect. Please check the website for more speaker updates.
The future of CX has changed forever
CXPA
October 06, 2020
In discussion, Prof Dr Phil Klaus and Christopher Brooks share compelling research and evidence which highlights how during the pandemic, consumer behaviour has significantly changed. So much so that many of the rules and routines in customer experience are no longer relevant.
Driving Cultural Change to Improve Customer Experience
Financial Service Forum
December 08, 2015
How do you align the brand strategy with front-line customer experience in a market where the perception is so at odds with the reality? As the focus shifts from price to engagement and retention, who is doing this well in the insurance sector and what role can rewards play in giving good customer outcomes.
BRAND IMPACT ON CUSTOMER EXPERIENCE
Slideshare
November 10, 2014
Financial Services Forum presentation highlighting how brand is included (or not) in financial services companies customer experience. With specific examples where branded CX is working and how to ensure brand stays on the agenda.
Interview with Annette Franz
YouTube
April 27, 2023
Interview with CX expert Annette Franz about her latest publication; Built to Win. In this video interview we discuss how to organise the business to optimise customer centric practices.
Customer Centric Operating Model
International University of Monaco
January 30, 2024
Unpacking this most important of the CXM practices to help students of the Luxury Marketing Masters Course appreciate its importance in authenticating and operationalising the VoC within the business decision making process
Customer Centric Operating Model
International University of Monaco
March 09, 2023
Unpacking this essential customer centric solution. Explaining how it works and the value it contributes. Designed for students of the Luxury Marketing Faculty
The purpose of Customer Journey Mapping
International University of Monaco
April 29, 2020
IUM is proud to present the first online executive education program for IUM alumni free of charge. Prof. Dr. Phil Klaus and Dr. Annalisa Tarquini-Poli, with the kind assistance of Mr. Christopher Brooks designed a four-week Customer Journey Mapping Masterclass exclusively available to IUM alumni.
The CX Superpower: CURISOTY
Streamyard
March 22, 2024
Welcome to CURIOSITY - One of the 7 Secret Weapons of CX Leaders, the first instalment in our 7-part webinar series delving into the customer centric mindset of CX leaders.
In this webinar, uncover the power of curiosity and its role in driving innovation and success. Join us to learn about the psychology of curiosity, discover practical techniques to cultivate curiosity, and explore how it can transform your approach to CX leadership.
5 Customer Experience Trends for 2024 and beyond
CX Today
February 22, 2024
CX Today’s Charlie Mitchell introduces five customer experience trends to keep top of mind in 2024. To run through them, he’s joined by Nick Delis, Senior Vice President of International and Strategic Sales at Five9 and Christopher Brooks, Head of Consulting at Lexden CX. Both share their perspectives on each of the trends
Tags: Analytics, Customer Experience, Future of Work
1 Webinar
Managing Rising Customer Expectations in the Era of AI
Kommunicate
March 06, 2024
Webinar with Christopher Brooks as the guest star, to share experience of the impact generative AI will have on customers and that ripple effect felt by companies trying to manage this new expectation.
Location: Global Date Available:
January 09th, 2024 Fees: On application $/Euro/£
Submission Date:
January 09th, 2024 Service Type: Service Offered
A proven methodology to identify how well aligned a company's customer centric investment is to the expectation of it's customers. The results identify the potential for gain from CX activities, and the programme of improvement to take if a greater level of contribution is required from CX.
Delivered in over 20 countries helping organisations to evaluate their approach to customer centricity and realign resources and priorities to what will drive gains for the business.
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HOW SMALL CUSTOMER EXPERIENCE STEPS MAKE A BIG DIFFERENCE
ARE WE NEGLECTING THE CUSTOMER EXPERIENCE IN THE RACE FOR CUSTOMER FEEDBACK?
The future of CX - what do you believe?
The Hierarchy Of Customer Experience Needs
CUSTOMER EXPERIENCE (CX), AN INTRODUCTION - what is customer experience?
THE POWER OF CUSTOMER-CENTRICITY
THE POWER OF CUSTOMER-CENTRICITY
LEXDEN CHOSEN AS CX TRAINING PARTNER BY GBNTC FOR GULF REGION
Book review: From Impressed to Obsessed by Jon Picoult
How Spring has improved customer feedback to take the stress out of homebuying
Accelerate CXM Learning
Is human the new premium?
What Matters Most in Customer Experience?
Just who is the customer?
CX2
Lexden CX | Customer Experience Consultants
Customer Experience World Games | CXWG
CXMStars
How to Provide a Delightful Customer Service Experience
How OneHealth by AXA uses CX as a key differentiator
Customer Experience Superheroes - Series 13 Episode 1 - CX Management Training - Michael Brandt
Customer Experience Superheroes - Series 12 Episode 4 - Measuring Customer Experience - Prof Dr Phil Klaus
Customer Experience Superheroes - Series 12 Episode 3 - Goal Setting in CXManagement - Sophie Hedestad
ENGAGING STUDENTS WITH CAMPUS SERVICES 2024
The CX Superpower: CURISOTY
Customer Centric Maturity Review
