Jamie tells how the pandemic has amplified CX across many industries, and awareness across brands of the importance of CX. We discuss CX as a profession, the advent of the CXO, the attention at boardroom level, and the importance for the industry of backing this up, with more focus on the “so what”, much more provable ROI, and hard metrics.

We hear about Experience as everything, and elevating away from just surveys, and we discuss the CX tech platform eco system and the rapid progression we have seen in recent years and the vast benefits this brings and what the future holds.

We hear about his early days in the research industry and his progress through the industry, his big influences and key learnings, the value of people, empathy and inclusivity, rap music and his allotment!