For the first of our brand new CX Diaries podcasts, we were delighted to be joined by former CX Leader of Year James Scutt, who chatted to us about his new role at Qualtrics XM after 17 years at the Post Office. We hear about what Experience Management is, what an XM Catalyst is and does, and about the work of the XM Institute.

James talks to us about how he led the award-winning CX and VoC programme at the Post Office, the importance of people, community and customer intimacy, empowerment, and how to transform from service to experience, and how this drives loyalty. 

We hear James’s view on where CX sits currently in the boardroom, aligns with marketing, deployment with frontline teams, the importance of EX, and the future of VoC and CX programmes and platforms.

James also chatted to us about how he started his career as a chef, how this still shapes his approach to work, the importance of being able to influence, and his love of travel.