Alex Mead is not your typical CEO. Currently leading Total CX in Bahrain, a customer experience business process outsourcing company, Alex has journeyed from a spring break revelation in Fort Lauderdale to setting up digital banks in Saudi Arabia. With a background in computer systems, his life took a turn when a one-way ticket and a broken relationship led him to customer service. In this field, his relentless energy and commitment to excellence have flourished.
What advice do you have for someone's first 100 days as head of CX?
Alex emphasizes the importance of grounding your strategies in real-life employee and customer experiences for those stepping into a CX leadership role. He suggests spending the first 100 days understanding the frontline challenges and walking in the customer's shoes, often revealing obvious yet overlooked issues that could transform the customer experience.
What does your CX strategy focus on currently and in the future?
At Total CX, Alex is pushing the boundaries of customer service through innovation in natural language processing and AI. He aims to reduce the need for human intervention while improving service quality. His vision for the future includes a seamless integration of technology that anticipates customer needs and simplifies interactions. This strategy promises to meet current customer expectations and redefine them.
How Do You Measure Success With CX?
Success for Alex is not just about profit margins; it's about creating an impactful customer experience that translates into real business outcomes. Whether it's improving customer retention, reducing service times, or integrating feedback loops, Alex believes that success comes from a holistic view of customer satisfaction and operational efficiency.
What pain points do you have leading a CX team?
Leading a CX-focused organization isn't without its challenges. From managing client expectations to integrating new technologies, Alex is candid about customer service's dynamic and sometimes unpredictable nature. He stresses the importance of flexibility, innovation, and focusing on the core principles of great service.
How do you establish partnerships and gain buy-in with the C-suite?
Alex leverages his deep understanding of CX to align departmental goals with broader business objectives in dealing with the C-suite and board members. His approach involves translating CX initiatives into tangible business benefits that resonate with stakeholders, ensuring customer-centric strategies are also business-savvy.
Do you have an example of utilizing customer feedback to improve your company?
Alex is a proponent of active listening to customer feedback to drive improvements. At Total CX, leveraging insights from customer interactions is a routine practice that informs service adjustments and enhancements, ensuring that the customer's voice directly influences business strategies.
What is the future of CX?
Looking ahead, Alex predicts that the future of customer experience will be driven by technology that enables effortless interactions. He envisions a world where customers can easily modify orders and receive immediate, accurate responses through advanced AI systems, setting new standards for customer engagement.
About Alex Mead
Beyond his professional achievements, Alex is known in Bahrain for his vibrant participation in local music scenes. He often channels his inner Bono during jam nights. His spirited approach to life and work is reflected in his dynamic management style and visionary leadership in customer experience.
To keep up with Alex's latest insights and endeavors in customer experience, it is recommended that you follow him on LinkedIn. There, he shares his experiences and challenges conventional CX wisdom. His approachable and engaging online presence makes him a notable figure in customer experience leadership.
About CX Chats
CX chats is an interview series with Ben Holland, where we talk to industry leaders in the field of customer experience and customer success. Each interview dives deep into the insights from each leader and highlights how they became successful, tips for aspiring CX professionals, and their thoughts on the future of CX.