Our 25 finalists in last year’s award hailed from countries around the globe – from Hungary to Lebanon – representing the elite of the CX profession, having fought off competition from 100+ fellow applicants.
THE WINNER: JAMES SCUTT
Head of Customer Experience Strategy and Deployment, Post Office
Having worked at the Post Office for well over a decade in various customer-focused roles, James Scutt seized the initiative and drew up a proposal for the creation of a dedicated customer experience role.
An appointment followed, and since then James has seen his CX programme have a huge impact on customer focus at Post Office. After two years in his role, the Post Office is now ranked number one in the Institute of Customer Service’s UK Customer Satisfaction Index (UKSCI) Public Services category, up from number three the previous year.
Amongst a remarkably high calibre of entrant, James stood out with our judging panel 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.
“I am really very proud of the impact I have had on customer experience at the Post Office. It’s a very large organisation and I have had to form strategies, tools and processes that work for all areas.”
“James epitomises the desire, perseverance and passion that is required in a CX leader, one that genuinely cares about the customer.”
Sandra de Zoysa
2020 award judge and CX Leader of the Year winner 2019
“Aligning a business like the Post Office behind a customer-centric message is no mean feat – and the metrics speak for themselves.”
CX Leader of the Year judge
The importance of the award
Listen to CX Leader of the Year 2020 winner James Scutt, judge Adrian Swinscoe and MyCustomer’s Chris Ward discuss the importance of James’s award win.
THE FINALISTS: MEET THE ELITE
Our 25 finalists in last year’s award hailed from countries around the globe – from Hungary to Lebanon – representing the elite of the CX profession, having fought off competition from 100+ fellow applicants. Read more on MyCustomer.com
Esther Dokuwaa Ofosuhene
K V Dipu
The Very Group
Norhayati Mohamed Nordin
Patricia Sanchez Diaz
Brenntag UK & Ireland
BSH Huishoudapparaten B.V.
Schindler Elevator Corp
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