Driving Cultural Change to Improve CX Performance

The Financial Services Forum recognise the growing importance of customer experience for financial services companies. So we were delighted to speak earlier in the year on the topic of branded customer experience. Our content and delivery gratefully chimed and we were asked back to share with FS practitioners our views on how to culturally embed customer experience within companies. It’s an area we find has a massive impact on ROI and profit from CX when understood and structured effectively.

On the day Direct Line joined us as speakers to share their ‘front line’ experiences. The parallels between the two presentations were reassuring and encouraging given Direct Line’s recent CX and marketing award winning successes. The Lexden presentation is available to members of the FSF through their website. For Lexden followers, the presentation can be found on our website www.lexdengroup.com. When you sign up you will access all whitepapers and presentations including those from our recent ‘Masterclass in FS CX’ event where Professor Dr. Phil Klaus was a keynote speaker.

If you like what you’ve read please sign-up to Lexden’s ‘Customer’s World’ Update for ideas, inspiration and insights to improve your customer strategy endeavours.

For further information on how we can help with your customer experience challenges contact christopherbrooks@lexdengroup.com or call M: +44 (0) 7968 316548 or T: +44 (0)1279 902205. You can also follow us on LinkedIn, Facebook or Twitter or read client testimonials and case studies at Lexden Group.

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