🎙 Welcome to the Shine On CX Show!

In this inspiring episode, Claire Boscq is joined by Craig Lee, global customer experience expert and founder of Kinetic Consulting Services. Together, they dive deep into the emotional heart of CX and explore why values, feelings, and human connection are the real drivers of customer loyalty.

Craig shares stories from his remarkable journey—from diplomacy and global branding to leading CX at Emirates—and reveals how joining the dots between brand promise and real experiences is what creates emotional impact.

Discover:
💡 Why values without emotion fall flat—and how emotional intention is the new CX differentiator
💛 How to define the feelings you want your customers to walk away with
🎯 The power of consistency, authenticity, and “connection before correction”
📈 How emotional design in CX can lead to real, measurable commercial results

Whether you’re a CX professional, business leader, or someone who believes service starts with care, this episode will help you reframe your thinking and bring humanity back into your customer experience strategy.

🎧 Tune in and learn how emotional intention can help your customer experience truly shine.

#ShineOnCX #CustomerExperience #EmotionalIntelligence #EmotionalIntention #CXLeadership #ValuesDrivenCX #HumanConnection #ExperienceDesign-----------

FOLLOW CRAIG🌐 Website: kineticcs.com
📧 Email: craig@kineticcs.com
🔗 LinkedIn: linkedin.com/in/craigleecx

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FOLLOW CLAIRE⁠⁠⁠⁠⁠⁠🌐 Website: https://claireboscq.com/⁠⁠⁠

🌐 Website: ⁠⁠⁠https://jcxalliance.com/⁠⁠⁠

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🔗 LinkedIn: ⁠⁠⁠https://www.linkedin.com/in/claireboscq/⁠⁠⁠⁠

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🎙 Welcome to the Shine On CX Show!

In this episode, Claire Boscq sits down with Cirsty De Gruchy-Moseley, founder of Connecting Communities in Jersey, to discuss how businesses can create a more inclusive and accessible customer experience for people with disabilities.

We challenge common misconceptions about disability—how it isn’t always visible, how perception isn’t always reality, and why inclusion is really about being kind, aware, and ready to ask, "How can I help?"

Discover:
💜 How small changes can make a big impact on disabled customers.
💡 Why accessibility isn’t just about physical spaces—it’s about attitude and awareness.
🙌 The role of businesses in fostering a culture of care and inclusion.

Creating accessible and inclusive experiences isn’t just good business—it’s about being a compassionate and customer-focused organisation. Whether you’re a business leader, service provider, or CX professional, this episode will give you practical insights on making every customer feel valued.

🎧 Tune in to the Shine On CX Show and be part of the movement for a more inclusive world!

#ShineOnCX #CustomereXperience #PurpleTuesday #DisableCustomereXperience------------FOLLOW CIRSTY

https://www.linkedin.com/in/cirstydegruchy/

https://connectingcommunities.je/

https://purpletuesday.co-----------

FOLLOW CLAIRE⁠⁠⁠⁠⁠⁠⁠⁠⁠https://claireboscq.com/⁠⁠

⁠⁠https://jcxalliance.com/⁠⁠

YouTube Subscribe: ⁠⁠https://www.youtube.com/c/claireboscq/⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ LinkedIn: ⁠⁠https://www.linkedin.com/in/claireboscq/⁠⁠⁠ Facebook: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://www.facebook.com/JCXAlliance⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ Instagram: ⁠⁠⁠⁠⁠⁠⁠⁠https://www.instagram.com/jcxalliance⁠⁠⁠⁠⁠

In this episode, Claire Boscq is joined by Dr. Danica Damljanovic, AI expert and technology leader, to explore how artificial intelligence is transforming customer experience (CX). From enhancing interactions to boosting Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT), AI is reshaping the way businesses engage with their customers.

Dr. Danica shares her insights on:
✨ How AI can personalise and streamline customer interactions.
✨ The balance between automation and the human touch in CX.
✨ The role of AI-driven sentiment analysis in improving NPS and CSAT.
✨ Ethical considerations and how businesses can use AI responsibly.
✨ Future trends that will shape AI-driven customer experiences.

Whether you’re a CX professional, business leader, or just curious about the power of AI, this episode is packed with practical insights on how to leverage AI to enhance customer loyalty and satisfaction.

🎧 Tune in to the Shine On CX Show and discover how AI can revolutionise your customer experience strategy!

#ShineOnCX #CustomerExperience #AI #CXInnovation #DrDanicaDamljanovic BOOK THE NEXT AI WORKSHOP WITH DANICA - The Future of CX with AI

https://jcxalliance.com/event/the-future-of-cx-with-ai/

------------ FOLLOW DANICA

https://sentientmachines.tech/

https://www.linkedin.com/in/danicadamljanovic/

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FOLLOW CLAIRE ⁠⁠⁠⁠⁠⁠⁠⁠https://claireboscq.com/⁠

⁠https://jcxalliance.com/⁠

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