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Podcast: Why customer experience leaders shouldn’t start their careers in CX

In this edition of MyCustomer's Connecting the Dots podcast, we speak with the 2020 CX Leader of the Year, James Scutt about why he's benefited from working in a variety of roles prior to heading up CX at the Post Office in the UK.   

30th Nov 2020
Editor MyCustomer
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Alongside CX Leader of the Year judge Adrian Swinscoe, MyCustomer editor Chris Ward talks to James Scutt, the head of customer experience at the Post Office in the UK and also the 2020 winner of MyCustomer’s CX Leader of the Year award to find out what it was like to be acknowledged for such a prestigious industry prize. James Scutt

Among the things we also grill James about are:

  • His previous career as an award-winning chef and how that has helped prepare him for a future in CX
  • How tough it’s been overseeing CX in a public sector organisation such as the Post Office during COVID
  • How important it is to understand customer emotions in an organisation that evokes so much emotion in its customers
  • Why James believes he’s benefited from working in a variety of different roles at the Post Office prior to heading up customer experience.

Related links:

James Scutt, CX Leader of the Year: www.mycustomer.com/hub/cx-leader-of-the-year-2020
Adrian Swinscoe website: www.adrianswinscoe.com/
CX Leader of the Year 2020 finalists eBook: 
https://www.mycustomer.com/resources/introducingtheCXelite2020

Listen now:

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