The Evolution of CX: James McIntyre on Customer Experience, Leadership, and Lifelong Learning

In this episode of CMO Chapters, Lucy Bolan is joined by James McIntyre, a Marketing and Customer Experience (CX) consultant specialising. James helps brands grow their business by improving their Customer Experience and has worked with leading companies in the loyalty, membership, and rewards space, including Wesfarmers OneDigital, Cashrewards (ANZ Bank), Flybuys, Medibank, and Realestate.com.au.

He is passionate about understanding humans, technology, and leading great work and teams to solve problems that help businesses acquire, retain, and delight members.

James shares his journey from strategic roles to becoming a CX expert, discussing how starting his own business shaped his approach to customer engagement. He reflects on leadership, soft skills, and the power of aligning teams around customer goals. Additionally, James offers insights into balancing AI's role in CX while maintaining a human touch. If you’re looking to advance your career in CX or marketing, this episode is packed with actionable insights.

Key Takeaways:

• CX and Technology: James highlights the importance of using data and technology to quickly respond to customer signals in real-time, enhancing customer journeys and experiences.
• Leadership Journey: He shares his path into leadership, emphasising the value of lifelong learning, feedback, and persistence when pursuing leadership roles.
• Soft Skills Matter: Beyond technical abilities, empathy, communication, and collaboration are crucial for driving CX and engaging teams across various departments.
• AI and Human Touch: While AI plays a significant role in automating CX processes, James stresses the need for human empathy in deciding when and how to implement AI for optimal results.

What's James Listening to and Reading:

Podcast:

• 15 Minutes with the Boss – A podcast about success, failure, and everything in between. Listen here
• Black T Shirts – Hosted by Brent Smart (Telstra CMO) and Adam Ferrier (Thinkerbell), celebrating creativity in marketing. Listen here

Reading:

• CXnetwork.com newsletter for global insights on customer experience.
• The Obstacle is the Way: The Timeless Art of Turning Trials into Triumph by Ryan Holiday.
• Chief Customer Officer 2.0 by Jeanne Bliss.

Recommended Resources:

• Diary of a CEO podcast by Steven Bartlett – A podcast James recommends for leadership insights and personal development.
• CXPA (Customer Experience Professionals Association) – A global organisation that provides certifications and resources for CX professionals.

Connect with James McIntyre:

LinkedIn: James McIntyre

Follow the Podcast via New Chapter Talent:

Instagram: @NewChapterTalent

LinkedIn: New Chapter Talent

This podcast is brought to you by New Chapter Talent recruitment. If you're hunting for a fulfilling new role or seeking the right talent for your company, contact Lucy Bolan today!

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