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.
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.
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.
Chris is Editor of MyCustomer. He is a practiced editor, having worked as a copywriter for creative agency, Stranger Collective from 2009 to 2011 and subsequently as a journalist covering technology, marketing and customer service from 2011-2014 as editor of Business Cloud News. He joined MyCustomer in 2014.