136: Qualtrics - how to introduce empathy to your customer experience

June 28, 2023

You’d be forgiven for thinking that brands with a physical presence will always be trusted more than companies that only offer an online store. Things are now changing.

According to our latest research, 58% of global consumers now trust global brands with a localized online presence equally to those with a physical presence. That’s an incredible opportunity when you think about it – over half of consumers are willing to trust you, if you get your customer experience right.

Globally Speaking is joined by the ‘CX Leader of the Year’, James Scutt -Principal XM Catalyst at Qualtrics XM Institute and recognized as one of Europe’s leading Experience Management experts - who offers his unique perspective on how brands can open up global opportunities by simply getting their customer’s experience right, showing empathy and focusing on the human touch. He also highlights the common CX pitfalls of businesses, giving examples of where they’ve gone wrong and how they’ve won their customers’ trust back.

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James Scutt

James Scutt

Principal XM Catalyst, Qualtrics XM Institute

James Scutt is a Principal XM Catalyst with Qualtrics XM Institute. Recognized as one of Europe’s leading Experience Management experts and CX Leader of the Year, James has a highly successful background spanning Government, Retail, Financial Services, and Hospitality industries. Prior to joining Qualtrics, James was Head of Customer Experience Strategy and Deployment at the UK Post Office where he successfully led customer experience transformation activity across Europe’s largest retail network of over 11,500 branches. He started his career as an award-winning Chef, the basis of which underpins his approach to human-centric experience management. Based in London, James is a highly rated keynote speaker, engaging audiences across a range of high profile events, and is a member of the Board of Directors of the Customer Institute as well as a Non-executive Director and Committee Chair.


Marine Esquenet

Marine Esquenet

Social Media Specialist, RWS Group

Marine is RWS’s Social Media Specialist, responsible for developing and implementing the company’s global social media strategy.

After graduating as a translator from German and English into French, Marine did her internship at RWS in Berlin as a translator and terminologist. After her internship, she continued to work for the RWS Berlin office as a technical translator for 5 years while continuing to learn about marketing and social media. She then did some consulting for RWS as a social media specialist and became RWS’s social media manager in 2021, managing the company social media channels and community.

Marine has a degree in translation and terminology from the UCLouvain in Belgium. In her free time, she enjoys learning foreign languages, doing sport and taking a walk in the sun to discover cute coffee places. She is based in Madrid, Spain.

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