Hi, I’m Laurence Fox.
I’m the CEO of FoxCX and have been working in Customer Experience for 15 years, starting in the London before making Melbourne my home in 2012.
I am a Certified Customer Experience Professional (CCXP) and I am the Melbourne Network Lead for the Customer Experience Professionals Association (CXPA). I have certification from Satmetrix for my understanding of Net Promoter (NPS) as well certification from other CX leading organisations including Beyond Philosophy and Managing CX.
I’m an Human Synergistics accredited practitioner in Life Styles Inventory (LSI) and Group Styles Inventory (GSI). Using the Human Synergistics tools has led me to help managers and leaders understand their personal effectiveness and satisfaction as well as helping groups interact with each other when working as a team.
On a personal level, I’m married and have a couple of wonderful boys and we all enjoy getting out and exploring this beautiful country. We were recently lucky enough to spend six months caravanning around Australia and really get a feel of what is out there.
My Approach
Customer Experience is all about interactions and perceptions. I like to start by meeting face to face and asking questions to get an understanding on where you, and your organisation, are on their experience journey. From there we can work out the areas you want to focus on, be it listening to your customers, analysing feedback or designing and implementing operational process improvements through innovation.
Understand it
You need to know the level of experience you, and your organisation, are currently delivering to your clients. To do this we need to communicate with them and your employees to get a true understanding.
Build it
Once we know where improvements can be made in the experience we can start to build towards the experience you want to deliver to your customers and ensure their expectations are met and exceeded every time you interact with them.