CX Leader of the Year 2020 announced

CX Leader or the Year, the international Customer Experience award, run by completed its judging of the 2020 programme. 

103 Customer Experience professionals from across the globe were narrowed down to 25 finalists. said "some of the world's most pioneering customer experience practitioners have shared their success stories and best practices via our unique award application process." 

Entries came from 24 different nations from Argentina to the UAE, demonstrating how truly international the Customer Experience industry is becoming. 

Six of the 25 finalists were announced as Highly Commended, shining a spotlight on some great achievements in customer focus and innovation. 

James Scutt, Head of Customer Experience at Post Office Ltd, was announced as the overall winner. Based in London, James has worked for the national institution for over 15 years. went on to say "amongst a remarkably high calibre of entrant, James stood out 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." 

The panel of judges offered some feedback on why they chose the winner...

“James epitomises the desire, perseverance and passion that is required in a CX leader, one that genuinely cares about the customer,” said Sandra de Zoysa, 2020 award judge and CX Leader of the Year 2019.

“It is highly impressive the number of initiatives that he put in place at the Post Office, and to do this in a public sector organisation is even more commendable.”

"Fellow judge, Michael Hinshaw added: “I was struck by the ways James has driven key aspects of experience excellence into the Post Office - clearly defined strategies, customer listening, a cultural shift towards individual and group empowerment and a shift away from top-down, centralised control via training and education, process improvements and customer understanding, to name a few!” "

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