EPIC CX

Welcome to EPIC CX — the Leadership Home of Alex Mead Highly experienced CX executive with over 20 years’ success delivering measurable, real-world transformations across the globe If you want proven CX results, then find out more about me here: https://www.linkedin.com/in/alexmead/ | alexmead@sky.com | +44 7916 125344 World-class leader in Customer Experience (CX), Contact Centre, and Digital Customer Service, with a proven track record of global success At EPIC CX, I bring to life the two core principles that consistently drive service excellence, even in the era of Generative AI: EPIC CX – For Customers (Easy, Personalised, Intuitive, Contextual) Easy: Removing friction across every channel; making customer journeys seamless Personalised: Treating every customer like an individual, not a case number Intuitive: Designing journeys that predict needs and make next steps effortless Contextual: Ensuring customer needs & responses are prioritised by urgency and value TIME EX – For Employees (Time, Information, Motivation, Empowerment) Time: Allowing employees the space to deliver outstanding service, not just speed Information: Giving teams complete, real-time access to the insights they need Motivation: Building a purpose-driven, emotionally connected service culture Empowerment: Trusting frontline teams to make decisions that resolve — not frustrate Select Success Stories: Delivered £38M OPEX reduction plan and a 20% NPS uplift through multi-brand contact centre transformation at International Airlines Group (IAG) Built a digital-first service operation at a BPO, achieving 60% voice reduction, 30% AHT improvement, and 25% CSAT uplift in under 12 months Drove a 25% NPS increase at a luxury brand, aligning ultra-premium service to the brand’s customer promise Reduced contact volume by 80%, reducing cost-to-serve by 40% leading a digital CX transformation at a global group Delivered a 99% rebook intent year-on-year for a premium custom holiday brand