CX Leader of the Year 2020 winner: James Scutt, Post Office

Following in-depth analysis of the applications from an exceptional cohort of 25 finalists, our panel of judges have selected James Scutt as 2020's CX Leader of the Year.

Amongst a remarkably high calibre of entrant, James stood out as an example of a customer experience professional who had been able to elicit change in a complex organisation and sector – demonstrating outstanding “creativity, dedication and real results” in the process.

“James epitomises the desire, perseverance and passion that is required in a CX leader, one that genuinely cares about the customer,” said Sandra de Zoysa, 2020 award judge and CX Leader of the Year 2019.

“It is highly impressive the number of initiatives that he put in place at the Post Office, and to do this in a public sector organisation is even more commendable.”

Fellow judge, Michael Hinshaw added: “I was struck by the ways James has driven key aspects of experience excellence into the Post Office - clearly defined strategies, customer listening, a cultural shift towards individual and group empowerment and a shift away from top-down, centralised control via training and education, process improvements and customer understanding, to name a few!”

Read more about James's role as a CX leader, his achievements and further praise from the judging panel, in MyCustomer’s 2020 award analysis eBook.

Celebrating CX leaders

Announcing James as this year's CX Leader of the Year caps a process in which some of the world's most pioneering customer experience practitioners have shared their success stories and best practices via our unique award application process.  

103 applications were received for this year's award, from 24 different nations from Argentina to the UAE, highlighting just how widespread the discipline of customer experience is becoming. 

Applications also showcased the diversity of the role too, as well as the determination and adaptability that’s been required in the role this year, in order to meet the unprecedented upheaval caused by the coronavirus pandemic.

“It’s been a great pleasure, as a fellow CX professional, to read about so many customer experience leaders continue to deliver their mandate throughout this crisis – often times from their bedrooms, kitchens and lounges, but with no less agility, adaptability and a huge amount of effort,” said CX Leader of the Year judge, Ian Golding.

“Although no-one could have predicted the world of Covid-19, CX Leader of the Year has highlighted that so many CX professionals are continually evolving the way they work to better meet the needs, wants and expectations of their customers and their fellow employees. It’s a trait we all should inhibit in both good and challenging times.”

Plans for the 2021 CX Leader of the Year award are underway, including a programme of content to further promote the successes and best practices unearthed during this year's process.