Named CX Leader of the Year, James is recognised as one of Europe’s leading Experience Management (XM) experts. A Customer Experience strategist and Business Transformation expert with a unique, high value add proposition across Sales, Operations, IT/CRM/Digital, Strategy and Governance. A Non-executive Director, Committee Chair and keynote speaker, James is a Principal Experience Management (XM) Catalyst with the Qualtrics XM Institute and the founder of the XMcentric.com family of brands.
James has intentionally developed himself to have a broad range of professional experience and this allows him to engage very effectively with stakeholders from all business areas. James also has a robust experience of:
Financial, Budgetary and P&L Management
Advisory Board Membership
Large Scale Public & Media Speaking
Areas of Professional Experience
James is a Non-executive Director, Committee Chair and Keynote Speaker with a proven track record of building customer value and delivering bottom line results. Equally well versed at building rigour, scalability and consistency into XM operations as designing, implementing and delivering nationwide CX transformation programmes that exceed customer expectations and enhance shareholder and client value.
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