Christopher Brooks

Member Since: 18th Sep 2018
I am a global customer experience specialist with an agency, client and consultancy background. I working with international companies committed to customer betterment through customer centric transformation. Since 2010 I have led Lexden CX, the international customer experience company with a high pedigree of experienced consultants spread across the globe. We focus on delivering sustainable customer centric change using our successful 3CXM model. 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 happier customers. Skills include:
Customer Centric Transformation programmes | Customer Value Proposition design and development | Customer Insight Listening and Democratisation | Voice of The Customer programme search, select and set up | Customer Centric Mindset training | Full Customer Experience tool kit design and coaching | Senior leader Customer Centric mentoring.
In addition, I am the founder of the CX4Good volunteer programme The Customer Experience World Games, host of the Customer Experience Superheroes & the ECXO Experience the Difference podcast series. I gust lecture at the International University of Monaco, judge at several UK and US CX awards ceremonies and am a regular contributor to CX and CS publications.
Managing Director UK Lexden
29th Aug 2023
How OneHealth by AXA uses CX as a key differentiator
Hi Aleena, and welcome to the CX Leader Series. You have the perfect title for this leadership interview so we're very excited to meet you...
Management
20th Jul 2023
Book review: From Impressed to Obsessed by Jon Picoult
Lexden brought the CX Book Club back to life in early 2023, providing a platform for enthusiastic individuals to gather and dive deep into...
Management
17th Nov 2022
How Spring has improved customer feedback to take the stress out of homebuying
As part of our CX leaders interview series, we spoke to Lauren Harding , the head of customer experience at Spring - a homebuying service...
Engagement
19th Jan 2022
How digital transformation and CX turned GBM into a unicorn
As one of Mexico's leading investment banks, GBM plays a huge role in providing investment services to corporations and individuals across...
Engagement
22nd Jan 2021
How Hitachi Capital UK has empowered and engaged its service staff during COVID
Hitachi Capital Consumer Finance is one of the leading retail point-of-sale finance providers in the UK, supporting over 3,200 retail...
Voice of the Customer
27th Nov 2020
Lessons in treating customers with fairness and understanding from Exclusive Law Group
One of the many consequences of the global pandemic has been the number of anxious, stressed and emotional customers that those working in...
Engagement
21st Apr 2020
How Yorkshire Building Society is using customer journey mapping to improve CX
When MyCustomer surveyed 250 CX professionals in 2018, it found that 67% undertake some form of journey mapping – with 85% reporting that...
Voice of the Customer
4th Feb 2020
Lessons in delivering luxurious, consistent customer experiences from Marriott International
There are few industries where the minutae of a customers' end-to-end journey is under the microscope like it is in the luxury travel...
Voice of the Customer
29th Nov 2019
How SmartestEnergy puts the spark into B2B customer experience
When it launched in 2001 in the UK, SmartestEnergy was labelled a 'next generation' energy company, rapidly expanding to become one of the...
Voice of the Customer
18th Oct 2019
How did ABANCA cultivate a new culture to become a "customer" bank?
ABANCA operates in Spain with a network of 627 personal and 45 business banking branches accounting for more than two million customers and...
Management