Named CX Leader of the Year, James is a highly skilled Customer Experience Management strategist and Business Transformation expert, known for his ability to bring together sales, operations, technology, culture change and innovation in a unique and valuable way. In addition to serving as a Non-executive Director, he is also a sought-after keynote speaker and the founder of the XMcentric.com family of brands.
James has made a conscious effort to expand his professional experience, which allows him to communicate effectively with stakeholders from a variety of business fields. He also has extensive experience in financial and budget management, serving on advisory boards, and delivering large-scale public and media presentations.
Areas of Professional Experience
James has a history of success in creating value for customers and improving financial performance. He has extensive experience in establishing structures, processes, and systems for efficient operations, as well as designing and implementing large-scale customer experience transformation initiatives that exceed customer expectations and increase shareholder and client value. In addition to his role as a Non-executive Director and Committee Chair, James is also a sought-after keynote speaker.
Overall, James is a strong leadership professional with the assertiveness and ability to motivate and inspire large colleague populations whilst instilling vision and customer focus. Excellent relationship building and negotiation skills to board level and the commercial acumen to make fast, sound, commercial decisions that produce sustainable business results across large scale, complex business environments.
In 2019 James founded the XMcentric.com group of brands which includes CXaccredited.com, a service free to help individuals certify their CX knowledge and credibility. Other brands in the XMcentric family are CustomerXM.org and ChefCX.com
You can find James' full career history by visiting his Linkedin profile.
Certified Experience Management (XM) Professional
Customer Experience Management (XM) Expert
Employee Experience Management (XM) Expert
Managing Successful Programmes
Retail Management, Manchester Metropolitan University
Certificate in Retail Management, Institute of Grocery Distribution
Book-Keeping & Accounts
Advanced Catering/Hospatility Management
Change management strategies
Fresh Thinking: The lateral approach to problems
Think Global: International innovation and trend analysis
Experience Management (XM), SAP
Data Privacy and Information Security
Equality and Diversity
Anti bribery and corruption
Financial Services Regulatory Compliance
Health and Safety