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Craig James

Author Bio

Craig James is Principal & XM Scientist specializing in customer experience for the Asia Pacific region at Qualtrics. In this role, Craig is responsible for CX Advisory Services, which supports, guides, and advises organizations as they design and manage CX programs. Craig is a long-standing CX practitioner with more than 15 years of experience in nurturing customer experience programs, enabling leaders to measure and take action on feedback, while driving a customer-centric culture. Before joining Qualtrics, he led the CX and Innovation function for Optus Business, Australia’s second largest Telco. Prior to that, he delivered a range of customer-impacting programs around the globe during his seven years with Deloitte in the UK, including being seconded to a role leading the CX program for the London 2012 Olympic Games.

Articles attributed to Craig James

Best practices for B2B customer experience programs

Customer experience (CX), traditionally a focus for consumer-facing businesses, is now a key differentiator for B2B businesses too*. Build stronger relationships and get ahead of your competitors with...

By Craig James

Featured Posts

Turning reactive CX into proactive CX

For decades companies have invested billions in issue resolution — that is, taking action to rectify a problem after a bad experience has taken place, knowing that it will prevent some customers fro...

By Rachad Davis

3 key ways AI can help drive human-centered government

Integrating Artificial Intelligence (AI) may seem counterintuitive to a “human-centered” strategy, but future-focused leaders have figured out how to leverage AI to design human-centered governmen...

By Hannah Burn, Rishi Vajpeyi

Qualtrics again named a Leader in 2024 Gartner® Magic Quadrant™ for Voice of the Customer report

The Gartner® Magic Quadrant™ for Voice of the Customer (VoC) 2024 report has been published, and we’re proud to reveal that Qualtrics has been named a Leader in the VoC market once again. In t...

By Qualtrics

Qualtrics now a CMS-approved vendor to conduct the Health Outcomes Survey

At a time when customer experience and Quality teams are being asked to consolidate, reduce redundancies, and justify spending, industry leaders are centralizing their CX investments in purpose-built,...

By Noah Gilbertson