THE 2020
award

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 Large

“James epitomises the desire, perseverance and passion that is required in a CX leader, one that genuinely cares about the customer.”

Sandra Square KEEP

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.”

Ian Golding Square KEEP

Ian Golding

CX Leader of the Year judge

How to enter

The entry process requires you to answer four key questions about the achievements you’ve been involved in and overseen whilst in-post as a customer experience leader.

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

Amjad Khan

Amjad Khan

HSBC

Antoinette Taranto

Antoinette Taranto

HCPF

Antonia Oakes

Antonia Oakes

Old Mutual

Avis Esteal

Avis Easteal

Luxasia Group

Chris Taylor

Chris Taylor

Tyk Technologies

Esther DO

Esther Dokuwaa Ofosuhene

GHL Bank

HollyRichardson

Holly Richardson

Unilever

Keith Gait

Keith Gait

Stagecoach

KV Dipu

K V Dipu

Bajaj Allianz

Laura Tenerdi

Laura Tengerdi

Budapest Bank

Lee Roquet

Lee Roquet

Yellowfin

Louie Durnin

Louise Durnin

Cromwell

Mark Billingham

Mark Billingham

The Very Group

Maya Khalifeh

Maya Khalifeh

INDEVCO

Norhayat MN

Norhayati Mohamed Nordin

BSN

Patricia SD

Patricia Sanchez Diaz

British Gas

Paul Harris

Paul Harris

Curo Group

Rachel OLoughlin

Rachel O’Loughlin

Stellar

Roxie Strohmenger

Roxie Strohmenger

UKG

Shaun Myers

Shaun Myers

Brenntag UK & Ireland

Sonja Hild

Sonja Hild

BSH Huishoudapparaten B.V.

Stacy Sherman

Stacy Sherman

Schindler Elevator Corp

Todd Unger

Todd Unger

AMA

Zora Hoare

Zora Hoare

eNett International

Previous Entrants From

Previous Entrants Colour Mobile
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Why you should apply

Gain recognition

for the CX successes of you, your business and your team

BENCHMARK YOURSELF

against peers from across the globe

RAISE THE PROFILE

of the CX profession

Receive insight

into the best practices and commonalities

CX Leader of the Year is free to enter, independently-run and judged by a team of globally-recognised judges.

REGISTER EARLY FOR CX LEADER OF THE YEAR

You’ll get our How to Enter guide and regular CX Leader of the Year news and updates via MyCustomer.com, straight to your inbox.