Epic Cx

EPIC CX Customer Service, CX & Contact Centre Leadership | Ops Leadership by Alex Mead. I’m a senior Customer Experience, Customer Service and Contact Centre leader with 20+ years’ experience delivering measurable transformation across global organisations. My impact comes from being embedded in the business, leading from the front, fixing fundamentals, building teams, and delivering outcomes customers actually feel. I specialise in modernising customer service and contact centre operations, turning outdated, high-cost environments into efficient, AI-enabled digital and omnichannel operations. I work across large enterprises, multinationals and high-growth start-ups, and have led transformation across 30+ countries, with a deep understanding of regional, cultural and operational complexity. I’m typically engaged as a permanent leader, interim executive or hands-on consultant to: Turn around underperforming or broken contact centres Scale and modernise stable operations to best-in-sector performance Improve acquisition, lifetime value and retention while reducing cost-to-serve I bring strong, practical fluency across CCaaS, CRM, WFO/WEM, digital self-service and GenAI, applying technology in ways that simplify service rather than add complexity. I’m open to short-term or initial engagements to prove value quickly, either as a precursor to a longer-term role or as a targeted intervention. My delivery record is reinforced by LinkedIn references and recommendations across every role I’ve held, reflecting consistency, trust, and outcomes over time. If you’re a recruiter, head-hunter or executive looking for someone who can stabilise, transform or scale customer service, CX contact centres, operations, equally comfortable operating at board, executive and frontline level, I’m always happy to have an initial conversation. Permanent, interim and high-impact consulting engagements considered globally. alexmead@sky.com |+44 7916 125344 linkedin.com/in/alexmead