Jamie McDermott's Linkedin Analytics

Experience is everything. It effects everything we do and how we perceive it. And I’m fascinated by the concept of it. Whether you’re buying something in the supermarket, jumping on a bus, calling about an issue with a recent purchase, or (trying to) call the Dr, the experience determines everything. I love thinking about great experiences and how they might be improved, reverse engineering them and putting myself in the customer or consumers shoes. It’s the perfect combination of engineering and creativity that my brain craves. The way I look at Customer Experience (CX) is, how can I identify all of the customer touch points, map them out - visually, of course - and improve each and every one of them to create a delightful experience (if this were a drinking game for the word ‘experience’ we’d all be in a lot of trouble). An experience (😉) that’s seamless, wows, achieves the goals of the business AND the customer, and retains ~customers~ advocates. Previously, I’ve built small Digital Marketing teams within a number of growth-stage tech startups, and a Digital agency arm of a global recruitment consultancy. I’ve worked across B2C, B2B and B2B2C and have a penchant for technology. My move from Digital and Marketing to CX was a natural progression through the last decade, from “how can we reach our customers online” to “how can we give them the best experience, online”.