Last month we ran our inaugural ‘Masterclass in Financial Services Customer Experience’. We had a full house and a packed agenda. Since that day we’ve received a healthy wave of positive feedback. It has reassured me that we have provided relevant and thought-provoking content to those good enough to come, which was the original motivation.
I have been invited to attend, speak or sponsor a number of CX events already this year. So why did we decide to run another CX event? Well it’s simple really. We are independent customer experience consultants, not event managers or vendors of CX solutions. So we could share freely. We wanted clients to hear conventions challenged and indiscretions exposed. We also wanted to share practical insights that could be given to others to take and apply.
Without these constraints we could make the event complimentary too. Our hosts were the ABI who kindly provided their conference venue having heard our ambition. I am indebted to the wonderful Julie Geraud from the ABI for making that happen.
If you missed the day you can sign up on our website under downloads Click Here and access all the presentations from the day. Plus a short video of speeches will follow too.
I am also grateful to our presenters who agreed to take the stage, without previous evidence of a Lexden event to compare what it would be like against. They included:
- Professor Dr Phil Klaus (that’s him on the right), author of #2 Amazon Business Book, ‘Measuring Customer Experience’ and award winner of numerous CX studies. Dr Phil showed why chasing promoters is fool’s gold and how an alternative measure is 87% more accountable (that’s not a typo);
- Fellow of the MRS Tom Kerr, a recognised name in FS customer insight. Tom gave to the audience the only model you need when it comes to fulfilling customers experience needs and desires. This was the real deal;
- Tour de force Darren Cornish, the inspirational CX Director at customer-centric The Share Centre. Darren explained the pains and the pros of putting a customer first in the business model and helped practitioners realise what you need to do;
- Brian Simpson, the employee engagement expert with a lifetime of experience behind him. Brian created real empathy with the audience sharing emotional experiences that only someone who has been through the pains of engaging employees in customer experience change management understands;
- An expert panel including Lexden associates Colette Porter and Alvin Jackson, Jo von Riemsdijk from CX Talent and Basia Szumska-Hale from Geneysis;
- And I handed over the blue print for successfully embedding brand differentiation in customer experience programmes to drive ROI of 6:1
The content was first class with much revealed by all. I had explained to speakers I wanted the audience to take back to their desks ideas, insights and inspiration they could apply and they duly delivered.
But most of all I am grateful to the people from Visa, HSBC, Ageas, Just Retirement, Direct Line, Dixons Carphone, HGI, Partnerships, Zurich, AXA-PPP Healthcare, TNS, Barclays, Denplan, Legal & General, Kensington Mortgages, Royal London, UK General, Boost, CX Talent and all our attendees for having faith that giving up time to attend would be a worthwhile trade.
We have been encouraged to do more following feedback. So we will be taking the event on the road West and North and looking to re-run the event in other sectors too.
For those who attended slides will be made available and for those who missed it there is a video to follow shortly.
What I love about customer experience is the generosity of those practitioners within it to share freely ideas, models and improvement techniques. We want to be associated with the best practitioners in this sector so glad to share our ideas and thinking too.
Lexden helps deliver Customer Experience Strategy and Management for clients seeking sustainable profit from customer experience.
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