Paradigm CX was founded by Nick Lygo-Baker to help businesses access the best expertise and processes to deliver exceptional customer experiences. 

There is nothing more motivating than seeing a customer smile having received great service from an engaged member of staff. We know at that point we are starting to achieve success with our customer experience strategy.

Our business is founded by seasoned customer experience expertise who have worked with some of the world’s most successful retail, financial services and hospitality brands to create the highly innovative and engaging customer experience improvement programs.

Creating bespoke programmes focused on your customer requirements to meet the needs of the business.  Our aim is to provide you with a level of satisfaction and customer experience with ourselves as you are looking to achieve with your customers. Working in partnership to overcome business challenges and to deliver customer excellence through our programmes.

To find out more about how we can support your customer experience ambitions get in touch now to book a no obligation chart about your business needs.

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Nick Lygo-Baker

Strategic problem solver with an open and pragmatic approach to business, client and organisational challenges, delivering results through action.

Professional Accreditation:

CXM -   Top 25 CX Professional

MRS -   Market Research Society - Company Partner

CXPA - Certified Customer Experience Practitioner

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Nick is a leading expert in operationalizing customer insight and guiding organisations to become customer focused. Nick has been helping B2C and B2B organisations manage and improve their customer experience for almost 20 years. 


Over the past decade he has held global leadership roles within some of the worlds’ top Customer Research organisations. Nick founded Paradigm CX Ltd in 2018, providing a virtual-CXO solution with hands on guidance for organisations looking to improve their Customer Experience.


A millennial Retail graduate, Nick’s experience covers a broad range of B2C and B2B industries (including Retail, Hospitality, Transportation, Financial Services, Telco and Public Sector) designing some of the most innovative and engaging Voice of Customer, Mystery Shopping and Employee Feedback Solutions


Retail & Travel

Boots, WHSmith, Argos, Homebase, Greggs, Pizza Hut, Shell, Exxon Mobil, Heathrow, Gatwick, Hugo Boss


Punch Pub co. Choice Hotels, Easy Hotel.

Digital & Telco

Google ARP, O2, Vodafone,

Financial Services

Barclays, Barclaycard, RSA,Prudential

Public Sector, Governing Bodies & Standards

FSCS, Assured Food Standards (Red Tractor), Highways England