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

Source URL: https://www.gavinscott.me/podcast/89-putting-people-first-in-customer-experience-with-kyle-wright/

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…

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From the podcast ·
1 July 2026
89: Putting People First in Customer Experience with Kyle Wright
Listen on Buzzsprout
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.
Keep listening.
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87: Gold Dust Archive - Customer Success Strategies with Ryan Noakes
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Be a guest on Customer Service Gold Dust.
Are you a Head of Customer Service or Customer Experience? Share the work you’re doing, what you’ve learned and the ideas other leaders could use.
Talk to Gavin about being a guest
Start with a 30-minute podcast discovery call.
Let’s talk about your customer experience.
Tell Gavin about your team, your event or the challenge you’re working on.
Contact Gavin
Book a discovery call

## Links

- [All episodes](https://www.gavinscott.me/podcast/)
- [Listen on Buzzsprout](https://www.buzzsprout.com/1644694/episodes/19423235-ep-89-putting-people-first-in-customer-experience-with-kyle-wright)
- [88: Some Top 2022 Moments of Gold Dust](https://www.gavinscott.me/podcast/88-some-top-2022-moments-of-gold-dust/)
- [Read episode notes](https://www.gavinscott.me/podcast/88-some-top-2022-moments-of-gold-dust/)
- [87: Gold Dust Archive - Customer Success Strategies with Ryan Noakes](https://www.gavinscott.me/podcast/87-gold-dust-archive-customer-success-strategies-with-ryan-noakes/)
- [Read episode notes](https://www.gavinscott.me/podcast/87-gold-dust-archive-customer-success-strategies-with-ryan-noakes/)
- [Talk to Gavin about being a guest](https://calendly.com/gavinscott/gavin-scott-discovery-call)
- [Contact Gavin](https://www.gavinscott.me/contact/)
- [Book a discovery call](https://calendly.com/gavinscott/30min)