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customer experience

Customer journey mapping: How to avoid the common mistakes…

20th March 2018

1. The journey map as the ‘end goal’The common mistakeIf the production of a journey map is the main aim, and hopes are on the map to ‘turn insight in...

customer experience

Raising the game in life insurance customer experience

12th December 2017

The life insurance industry continues to face several long-standing and well-established challenges –  low levels of consumer interest and engag...

Customer journey

lens to present at upcoming KX retail event in Leeds – book your place…

27th October 2017

Alongside KX, Asda, Telefonica (O2) and ResearchBods, we will be presenting at the KX Retail & Consumer Products event in Leeds on Tuesday 7th Nov...

Customer experience awards

How can you be recognised for your customer experience success?

19th October 2017

We recently had the pleasure of judging at the UK CX Awards at Wembley – a great experience, which reaffirmed how far Customer Experience (CX) h...

B2B customer experience

hub by Premier Inn: A great example of CX design

21st September 2017

Ever stayed at a hub by Premier Inn hotel?  Whilst in London for business the other week, we tried it out for the first time and wanted to share our t...

Customer experience awards

Judging at the UK Customer Experience Awards ’17

23rd August 2017

Its been a busy few months for lens…we’re looking forward to judging at the UK Customer Experience Awards coming up in September – l...

B2B customer experience

Start-up customer experience: The case for a ‘customer first’ approach

23rd May 2017

UK start-up businesses are on the rise – 2016 saw a record number (650,000) of new start-ups, with this trend predicted to continue in 2017. Alongside...

Customer journey mapping

Building a customer journey mapping capability

3rd March 2017

What will it take to build a customer journey mapping capability within your business?It is predicted that, by 2018, 60% of large organisations will h...

Customer journey mapping

Customer journey mapping training

24th February 2017

Customer journey mapping training – now available to book!Are you considering how customer journey mapping could add value to your business? Boo...

Customer experience strategy

Winning with Customer Journey Mapping in 2017

8th February 2017

Looking back over the last few years, Customer Journey Mapping (CJM) has risen as one of the latest ‘trends’, with businesses becoming increasingly in...