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lens judging at UK CX Awards for 3rd consecutive year

23rd September 2019

We’re pleased to announce that we will be judging at the UK CX Awards, which will be held on Thursday 10th October at Wembley Stadium.Best of lu...

Customer journey

We couldn’t have done it without you…

28th May 2019

…is quite often what we hear from clients after time spent on-site supporting them to map their customer journeys. But why is this? Surely if the busi...


lens nominated for Best New Agency at AURA Insight Awards

28th February 2019

We’re just over two years into our lens journey and are humbled and proud to have been nominated for Best New Agency at the 2019 AURA Insight Aw...

Customer journey mapping

Customer Journey Mapping: How to map…

7th September 2018

With customer journey mapping being a growing area of interest over the past few years, it might be a surprise to hear that it is still considered a r...

Customer journey mapping

Customer journey mapping: Before you map

28th August 2018

We often receive briefs from our clients which are focused on mapping and optimising a specific ‘as is’ customer journey.  The specificity of such a b...

customer experience

CX Principles: What makes a good set?

5th July 2018

In our last blog (‘CX Principles: Why bother?’) we discussed how and why businesses need Customer Experience (CX) Principles. Below we address another...

customer experience

lens judging at the UK Customer Experience Awards 2018

2nd July 2018

We’re excited to announce that lens Co-Founder, Vicky Smith, will be judging at the UK Customer Experience Awards 2018.With a great list of finalists ...

customer experience

CX Principles: Why bother?

22nd June 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 design, delivery...

customer experience

lens judging at the UK Digital Experience Awards 2018

4th June 2018

We’re delighted to announce that lens Co-Founder, Helen Fennell, will be judging at the UK Digital Experience Awards 2018, which will take place in Lo...

Customer journeys

What can a customer journey approach help your business to achieve?

24th May 2018

Our clients come to us at many different starting points and with a range of different business challenges.  Here is a summary of just some of the que...

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...