Madeleine Linden is the Senior Manager, CX Insight at Virgin Money UK plc, a full-service commercial bank with 6 million customers in the UK. Her role spans all aspects of CX Insight from ensuring the organisation listens to, understands and acts to improve the customers experience. In recent years, Virgin Money have gained growing recognition from both the UK Customer Experience Awards and Institute of Customer Satisfaction for their customer focus.
Over the past 20 years, Madeleine has gained extensive experience as a customer-centric professional with a passion for leading and motivating diverse teams to deliver results that improve customer retention, advocacy and reduce complaints across a variety of sectors.
· Combine traditional journey mapping with innovation tools to continuously re-imagine the potential for new experience
· Analyse where your organisation is limited to a customer touchpoint mind-set rather than end-to-end experience mind-set
· Measure the intangible emotional impacts on customer experience and satisfaction
· Shifting business culture to become a truly people-centric business