We’re delighted that Brian Shuttleworth, our Practice Lead – CX and Operations has been ranked in Customer Experience Magazine’s CX Stars as one of the industry’s top 50 professionals! 

Brian leads the CX and Operations Practice within our Resourcing team, and brings many years of experience from customer management and consultancy roles. Brian and his team recruit for senior roles in CX, contact centre, consultancy, training, and operations for leading UK and global brands. He has been instrumental in placing over 100 CX focused candidates. 

Brian has been providing operational and strategic reviews, project management, process improvement, performance analysis and operations leadership for contact centres for more than 20 years. It’s brilliant to see he has been recognised for his dedication, expertise and results in the industry. 

When asked about his proudest CX moment, Brian reflects back on a project he worked on with Southeastern railway: “I was a finalist in the National Rail Awards for developing an enhanced assisted travel customer service program, utilising SMS, e-mail and mobile tablet for Southeastern Railway. The initiative improved the full end–to–end customer journey for disabled customers, reducing the failure rate of assisted travel journeys and increasing customer satisfaction.” 

Systems and processes that enable employees to easily and quickly see all customer interactions are crucial to provide a coherent and fluid customer journey, says Brian. Customers will pick the easy route based on their current situation, therefore customer advisors need easy access to the data to provide the best solutions. “You also need to engage front line contact centre employees in the creation of these solutions – it must be user friendly” he concludes.  

Every year, Customer Experience Magazine releases the CX Stars annual list of the UK’s most dedicated Customer Experience (CX) professionals who strive to place the customer at the centre of their organisations and transform businesses.  

To find out how Brian and his team can help with your resource needs, please get in touch with Brian via Brian.Shuttleworth@davies-group.com.