Author: Christopher Brooks

Glass Act: How Autoglass has put Customer Experience at the Heart of the Business

With over 1,000,000 customers, Autoglass repair or replace any type of glass on any make, model, or age of vehicle. A part of the Belron Group serving nine million customers a year in 31 countries, they are committed to customer...

Banking on Better CX: Interview with Scott Fleming

Leading Customer Experience Consultant Christopher Brooks discusses CX matters with Scott Fleming, the Chief Customer and Commercial Officer with the Bank of Cyprus UK…   Scott, thanks very much for agreeing to meet up and share with readers the value and role...

How Intu Are Revolutionising the Destination Shopping Experience for Consumers

In the latest in my series on CX leaders, I caught up with Customer Experience Director at intu, Roger Binks to hear how their focus on customer is driving positive change. With 400 million customer visits and over 35 million unique...

2017 Priorities for Customer Experience Feedback

Most companies now have a Voice of the Customer (VoC) programme in place. Often these are underpinned by technology platforms collecting customer data via feedback forms deployed following customer interactions with the business. These are served on the end of...

Interview with British Gas’ Richard Shenton: A Strategy Is Useless, Unless People Believe in It

In the latest of Lexden’s Customer Experience Leader’s series, CX Consultant Christopher Brooks catches up with British Gas’ Richard Shenton to hear how they are switching on to CX. Richard is responsible for Customer Experience and Continuous Improvement within part of...

CXM Interview: “Take Everyone on the Journey with You”

In a continuation of Lexden’s series of interviews with Customer Experience leaders, MD Christopher Brooks caught up with Kent Reliance’s Head of Customer Strategy & Insight, Stephen Plimmer, to better understand the role of CX at OSB. Christopher Brooks (CB): OneSavings...

When You Are in Your Customers’ Homes, You Have to Make It Right

By Christopher Brooks: Continuing my series of interviews with heads of customer experience, I caught up with Toni Adams, Head of Customer Experience at Carpetright. Based in Purfleet, Essex the retail giant serves almost 600 stores across Europe. From under one...

How I Won without even Entering the UK Customer Experience Awards

On 25th September I sat down to watch five heavyweights of banking take each other on in a battle of customer experience supremacy. Visa, RBS, NatWest, Virgin Money and Nationwide presented their customer experience initiatives to me and four fellow...

Showing the Human Side of (n)Power

npower’s Head of Customer Experience explains how customers are taking centre stage in the business The utility sector has been through some tough times, with press scrutiny, regulatory pressure and customers who are starting to vote with their feet, but despite...