I would describe myself as a CX strategist. I have earned the appreciation of the value and contribution CX can make to business goals by working my way through every aspect of customer experience management in the last twenty years of practice. As an award winning, guest lecturing, co-author, podcast host, industry judge, creator of the CX GameTM and am co-creator of the Mini MBA in CXM, I demonstrate the importance of balancing serving the CX community with delivering global CX transformation programmes in over 25 countries for international organisations. Engagement and connection with others is key for me, so I am delighted to be recognised as CX Today’s 2024 CX Influencer of the Year and CX Culture Champion of the Year. And as Head of Consulting at Lexden CX I leads a team of international senior practitioners to help client achieve their customer outcomes. So I've encountered almost all (I'm sure there are still more) scenarios and led teams to work through them with success. Always remembering with CX, the journey we take will be rememered long after we arrive at our destination Perhaps most notably, I founded the Customer Experience World Games win 2020., which continues to support 30+ charities across the globe improve their donor and volunteer experiences. We achieve this by encouraging the best in the sector to become CX volunteers, and in a gams format create outstanding solutions for charities. We donate our time, and our talent as part of a wider CX4Good movement I champion.
Award winning customer experience management advisory and consulting practice. 20 years experience, working across 30+ countries on 100+ client engagements.
Provided, 'scope, search and select' services for global brands Provide VOCA - Voice of the Customer Assessment programmes to help companies ensure they are getting the most out of their VoC programme - commercially, strategically and operationally.
Creators of the Mini MBA in CXM, a certified training programme covering all aspects of Customer Experience Management, using delivered success models which have been applied in over 20 counties, and received the ICXA Gold award for best b2b CX programmes. In addition, the Active Listening training module, the first in the Executive Listening and Decision Making Programme.
CCOM - Designer of the 7-step Customer Centric Operating Model designed to keep the voice of the customer alive, active and involved in all business decision making. Run by CX teams, or can be run across a business without a CX team.
Created the Customer Principle framework to ensure brand is embedded within customer experience design. Applied across several sectors and countries with equal success.
Global agri chemical company - customer centric transformation programme to support a SAP migration.
Dealership network - end to end customer journey mapping, customer persona development and customer principle application.
National infrastructure - company wide engagement in Customer Standards programme using Lexden's 'CX Game TM' format.
Certified partner supplier in CX approved by FSQS - recognise by banking. Worked across several European banks improving customer outcomes through improved customer experience design. Created 'Living Insights' programme to evolve focus from NPS to behavioural drivers (customer outcomes).
Strategic partners support to the Protect Association community (UK based insurer and vendor community). Grown to over 150 members. Developed customer centric solutions, such as Lexden's 'The CX Game TM' to drive employee engagement. Facilitated proposition development function evolution for major insurer to evolve from product-led to customer-led propositions (e.g. resulting in first telematics launch)
Helped global hotel chain convert passive customer feedback platform data into active staff led CX improvement programme across Europe, using Lexden's CX Game TM format.
Provide Mini MBA in CXM training to public service provider Advising public service provider on behavioural driver focus and identifying what matters most to customers to shift focus for CX improvement to that which achieves impact.
Supported several gaming companies, including the worlds No.1 home entertainment provider scope, search, source and select a VoC partner. Supported several other gaming companies create more from their customer feedback programmes.
Global CX transformation programme across 30 countries for argi-chemical manufacturer
Enabled IT service provider to isolate customer experience issues, put in place a inner loop improvement plan. In addition, identified the maturity requirements to embed CX as a lead practice.
Provide a US based pharma company with training on CX Management and skills
Supported a European online retailer design end ot customer journey maps to better understand variances between experience priorities for various personas. Led to reallocation of resource and budget to best support customer priorities,
End to end journey mapping for HEI, to include depth study and improvement plan for accommodation. Created and mentored team to take over, student 'closeness' research programme, following students across 3 years at university to understand changing experience expectations and needs throughout.
Founded the Customer Experience World Games. Now lead annual games with over 1000 CX volunteers from 40+ countries. Over 5 years have supported 35+ charities to make improvements across all aspects of their experience programmes; strategic, donor, volunteer and beneficiary experiences.
No data yet.
Be the first to share your experience!