James Scutt

Strategic Customer Experience Leader, expert in directing strategic customer experience programmes, teams & functions to significantly improve customers experiences & deliver business objectives with greater ease.

When the Post Office Ltd was radically improving performance and service quality, as Head of Customer Experience, James verified then addressed standards and quality shortfalls. He benchmarked / agreed best practice standards, transformed KPIs framework and leveraged key performance drivers, gained BoD deployment approval, then led implementation, while leveraging insight to deliver key messages. Succeeded in improving CX by +13.9NPS (2018 – 2021), generating YoY improvement of 4.1%, to rank #1 in the UK Customer Service Index.

The Guiding Principles of a Chief Customer Officer

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James' Projects...

Free resources to help navigate a career in the Customer Experience industry.

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A free professional membership organisation for customer experience and service workers.

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Free resources to help you engage with your organisation to improve CX and business objectives.

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Customer Experience lessons from an award winning chef. Explore the six CX rules top Chefs work by.

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Experience Management (XM) Consultancy supporting organisations to kick start or accelerate their XM journey.

Visit XMcentric.com

James' Keynote Speaking

As an accomplished speaker with a proven track record, I have presented at hundreds of industry events worldwide to large, diverse audiences. My international speaking engagements reflect my commitment to delivering insightful and impactful discussions across a global platform. Read more

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