James Lawther is a middle aged middle manager.
To reach this highly elevated position he has worked for numerous organisations, from supermarkets to tax collectors, and has had several operational roles including running the night shift for a frozen pea packing factory and conducting operational research for a credit card company. He is currently responsible for operational excellence at a FTSE 100 company.
In his free time he writes about customer service operations.
As you can see from his CV he has either a wealth of experience, or is incapable of holding down a job.
If the latter is true his web site isn’t worth a minute of your attention. Unfortunately, the only way to find out is to visit www.squawkpoint.com and decide for yourself.