Platform Action appoints James Routley as Head of Customer Experience.

James, 47, has over twenty years of experience in digital interaction design and architecture in the Financial Services and other industries.

Richard Budnyj, Director of Platform Action said: “I am delighted to announce that James Routley has joined Platform Action as Head of Customer Experience. James has a wealth of knowledge and experience in CX and UX across multiple industries and joins us to support our desire to become the ‘go to’ consultancy for CX in the investment platform space.

“We have for some time, argued that CX will become the primary differentiator in the investment platform space once focus moves away from price, regulatory change and re-platforming. We now see, not just with our own clients but also in commentary in the market, that CX is now getting the attention it deserves. We believe we can play a significant part in this focus and James can play a significant role in our future success."

James Routley said: “Platform Action are a forward-thinking team with a great track record and an already impressive client list. I am excited to be joining them to grow their Customer Experience capability at a time when investment platforms are looking to differentiate from the competition.

“Products that are CX led are proven to generate significantly higher returns and Platform Action are committed to building regulation into experiences that delight customers rather than let regulatory constraints dictate poor customer interaction."