Luxury Redefined
Fostering enduring loyalty with UHNWI & VHNWI clientele requires a deep understanding of their evolving needs. Lexden Luxe leverages Professor Dr. Phil Klaus’ exclusive research (International University of Monaco) to assess your current experience and design exceptional interactions that foster enduring loyalty and secure your long-term success.
The traditional rules of luxury are irrelevant to Ultra High Net Worth Individuals (UHNWI). What truly matters to them is entirely distinct, and without addressing their exclusive needs, they will remain out of reach for managers attempting to engage them.
Professor Dr Phil Klaus
Our services
Research
Understand UHNWI Purchasing Drivers: Leverage the latest learning from the world’s largest study on UHNWIs. Optimize your strategies now.
Insights
Elevate Client Experience: Identify key areas for improvement to meet and surpass client expectations.
Action
Strengthen Brand Affinity: Use profound client understanding to design experiences that increase and solidify client dedication.
Driving profit from client management excellence
There are two main benefits luxury brands seek when reviewing their client management:
Boost
Efficiency
Enhance operational performance by optimizing client management practices.
Accelerate
Growth
Achieve market leadership through superior client management excellence.
The latest releases from Lexden Luxe
Our founders
Christopher Brooks
Visionary and Strategist
Over two decades of experience in customer experience (CX) across agencies, client-side, and consultancies have established Christopher Brooks as a leading figure in the field. He has guided corporate transformations for international companies in Europe, Africa, Asia, and the Americas
Proven expertise
Recognized as one of the “finest minds in CX” by CXFO Power 100, Rated top 10 CXM Star and top 20 global ranking by Thinkers360 in both Customer Experience and Design Thinking. Christopher’s dedication to excellence is undeniable. He has helped organizations across the globe bridge the gap between customer needs and business goals, creating a win-win environment for CX. From the launch of the Amex Black Card to J. P. Morgan and Porsche client experience, Christopher understands what matters most to the UHNWI clients, and how companies can turn insight into commercial value. With over 100 engagements with some of the most recognised brands in the world such as Sony PlayStation, Radisson Hotels and Visa.
Professor Dr Phil Klaus
Prof. Dr. Phil Klaus is widely considered one of the leading global Customer Experience Strategists in the world. His groundbreaking research in the behavioural drivers of the UHNWI is the most comprehensive study of its type in the world. An Amazon best-selling author and Professor at the International University of Monaco, Professor Klaus’ credentials continue to engage progressive companies seeking to achieve the world’s best practice in client management. Stanford University recognizes Phil as a leading scientist globally.
He is Professor of Customer Experience Strategy and Management at the International University of Monaco, and Chairman of the PK Customer Experience Institute.
A bestselling author of ‘Measuring Customer Experience – How to Develop and Execute the Most Profitable Customer Experience Strategies’, Prof. Klaus’s award-winning work has appeared in top academic and managerial journals worldwide.
He is a sought-after keynote speaker, regularly presenting at global seminars and conferences. With an international portfolio of Blue-Chip clients, he advises on customer experience strategy, profit enhancement, ‘next practice’, and business development, helping progressive companies achieve world-class standards in client management.
Aileen Machado
Positioned at the intersection of strategic vision and meticulous execution and with nearly 20 years of experience in transforming strategy into tangible results, Aileen combines her IT and management consulting backgrounds with her deep understanding of customer dynamics to craft bespoke, impactful transformations that drive meaningful customer connections and deliver exceptional business results.
As head of Lexden Group’s CX Innovation Lab, Aileen seamlessly draws from a network of specialists to create tailored solutions for our client’s unique challenges, ensuring that every initiative is more than just an idea— that it’s an orchestrated movement towards creating truly distinctive experiences that resonate deeply with clientele. Her unique cross-industry perspective offers a fresh and forward-thinking approach, empowering luxury brands to elevate their Client Experience Management to the next level.
