James Scutt
Author Bio
James Scutt is a Principal XM Catalyst with Qualtrics XM Institute. Recognized as one of Europe’s leading Experience Management experts and CX Leader of the Year, James has a highly successful background spanning Government, Retail, Financial Services, and Hospitality industries. Prior to joining Qualtrics, James was Head of Customer Experience Strategy and Deployment at the UK Post Office where he successfully led customer experience transformation activity across Europe’s largest retail network of over 11,500 branches. He started his career as an award-winning Chef, the basis of which underpins his approach to human-centric experience management. Based in London, James is a highly rated keynote speaker, engaging audiences across a range of high-profile events across the world. He previously served as a member of the Board of Directors of the Customer Institute and as a Non-executive Director and Committee Chair.
Articles attributed to James Scutt
Tips for Designing Action-Centric Dashboards for Executives
Executive dashboards are a critical Experience Management (XM) tool as they provide senior leaders with easy visibility into the progress and impact of the organisation’s customer or employee experi...
By Isabelle Zdatny, James Scutt
Tips for Frontline CX Training Program Success
Raising the capability of your frontline teams is usually one of the first large-scale interventions a CX Practitioner will want to make. Designing and developing an effective training program that wi...
By James Scutt
Key Elements to Ensure In-Store Teams Support Your Organization’s Listening Program
When building an in-store customer feedback program, I’ve learned a valuable lesson: intended use does not always translate into actual use. In-store teams often make their own changes to these cent...
By James Scutt
Five Lessons Learned About Pivoting In-Store CX During Times of Uncertainty
The last couple of years has taught us a lot about responding to change during periods of disruption, especially when it comes to front-line customer experience (CX). Although CX is often viewed as ...
By James Scutt