Today’s interview is with the winner of the MyCustomer 2020 CX Leader of the Year competition: James Scutt, Head of Customer Experience Strategy and Deployment, Post Office. This interview is slightly different this week as I am conducting it with Chris Ward, Editor of MyCustomer. The original interview can be found here but I thought it would be worth re-publishing here too. In the interview we discuss James’ journey to where he is now, why he applied for the competition, how he felt when he won, the biggest lessons that he has learned along the way and how the pandemic has impacted the business among other things.
This interview follows on from my recent interview – Where the magic happens when it comes to improving customer outcomes – Interview with Stacy Sherman – and is number 374 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees.
Here’s the highlights of my chat with James:
As CX Leader of the Year 2020, James is recognised as one of the UK’s leading Experience Management experts. James is a Customer Experience strategist and Business Transformation expert with a unique value add proposition across Sales, Operations, IT/CRM/Digital, Strategy and governance.
A Non-executive Director, Chair and keynote speaker, James is Head of Customer Experience Strategy & Deployment at the UK Post Office where he directs the nationwide CX transformation programme. James is the founder of CustomerXM.org and CXaccredited.com.