James Dodkins

James Dodkins is Chief Customer Officer of the BP Group, a network for Business Process Management & Performance professionals. He is one of the industry's noted thought leaders in Advanced Business Process Management, Outside-In, Customer Experience and Process Improvement and his clients are amongst the most instantly recognisable brands in the world. James is Co-Founder of CXRating, a scientific customer experience measurement tool. James is also an Academy of Customer Experience (ACE) board member.

Many organizations in the 21st century are realizing that the traditional pyramid organization structure is holding them back, it was first conceived over 200 years ago for a very different age, it was designed to control manufacturing process, not support service process. These organizations are understanding that no matter what industry...Full Article »
Amazon’s announcement that his company was considering using unmanned aircraft – drones – to deliver packages to customers in 30 minutes or less, ignited a storm of controversy. That's because the world is divided into two types of people: those who see problems and those who see possibilities. Which type are you?...Full Article »