THE 2020 AWARD
Our 25 finalists hail from countries around the globe – from Hungary to Lebanon – and represent the elite that the CX sector has to offer, having fought off competition from 100+ fellow applicants.
In the end, judges were unanimous in their selection of CX Leader of the Year 2020: James Scutt, Head of Customer Experience Strategy and Deployment at the Post Office.
CX Leader of the Year 2020: Winner
James Scutt, Head of Customer Experience Strategy and Deployment, Post Office
“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 of the organisation.”
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.
“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 2019
"Aligning a business like the Post Office behind a customer-centric message is no mean feat – and the metrics speak for themselves. James makes a very worthy winner of CX Leader of the Year.”
– Ian Golding, CX Leader of the Year judge
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
Reasons to apply
Gain recognition for the CX successes of you, your business and your team
Benchmark yourself against peers from across the globe
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The CX Leader of the Year is free to apply, independently-run and judged by a team of globally-recognised judges.
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