When Qualtrics’ advocacy program lacked a strategic framework, James re-architected it as a global CX engine at scale. By retiring fragmented legacy assets and implementing a unified, Salesforce-integrated ecosystem, he bridged the gap between customer success and brand growth. This digital transformation streamlined the journey from user mastery to vocal advocacy across the enterprise. Consequently, he doubled the influenced revenue pipeline and tripled program membership, proving that integrated engagement drives exponential business value.

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.