Ep 89: Putting People First in Customer Experience with Kyle Wright Artwork

Customer Service Gold Dust Podcast

Gavin Scott, charismatic customer service expert, hosts this weekly podcast where he shares his own experiences of being in the military, of business, of sport and of life, all through the magic of storytelling. Gavin's stories and humour are guaranteed to brighten your day.

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Customer Service Gold Dust Podcast

Ep 89: Putting People First in Customer Experience with Kyle Wright

July 01, 2026 • Gavin Scott • Season 1 • Episode 89

0:00 | 54:50

Welcome to Episode 89 of the Customer Service Gold Dust Podcast.

In this episode, Gavin is joined by Kyle Wright.

Kyle is Head of Customer Experience at South Yorkshire Mayoral Combined Authority (SYMCA).

We hear him talk about his journey from frontline customer-facing roles into CX leadership; why understanding the real need behind a customer complaint is key to creating better experiences; and how public transport can use communication, personalisation and technology to make journeys easier for everyone.

Kyle also shares his thoughts on using AI to empower teams rather than replace the human touch; why frontline colleagues hold some of the most valuable customer insights; and how creating a strong CX culture through recognition, collaboration and listening can transform the way organisations serve their customers.

You can find Kyle online at:

South Yorkshire Mayoral Combined Authority Website

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This podcast is hosted by Gavin Scott, an inspirational and entertaining professional speaker, facilitator and trainer using business success, sports experience and a genuine ability to win people over to deliver key messages.

To get in touch with Gavin find him online or on social media at:

https://gavinscott.me/
https://www.linkedin.com/in/gavinscottltd/