Member Since: 10th Feb 2017
Blogger
Vicky is co-founder of lens – an insight-led consultancy specialising in customer journey mapping and Experience Design, CX strategy and customer insight. Vicky set up lens with a former colleague from KPMG Nunwood where she spent 6 years heading up the Experience Design team, supporting leading businesses across financial services, retail, travel, utilities and telecoms. lens was born out of an ambition to help clients improve their customer experience through better use of insight. Vicky is a strong believer that real customer insight is about making the right connections - connecting all sources of data and insight to improve, manage and deliver a better customer experience.
Co-founder and Director
lens consulting
22nd Aug 2018
The journey map as the ‘end goal’ The common mistake If the production of a journey map is the main aim, and hopes are on the map to ‘turn...
Blog
20th Jul 2018
In our last blog (‘CX Principles: Why bother?’) we discussed how and why businesses need Customer Experience (CX) Principles. Below we...
Blog
9th Jul 2018
Customer Experience (CX) Principles do what they say on the tin – i.e. they are a set of guiding principles which exist to inform the...
Blog
6th Mar 2017
For many businesses, applying Customer Journey Mapping (CJM) is a key part of executing their Customer Experience (CX) strategy – Gartner...
Blog
14th Feb 2017
Looking back over the last few years, customer journey mapping (CJM) has risen as one of the latest ‘trends’, with businesses becoming...
Blog