In this beautifully open and heartfelt conversation, Claire Boscq is joined by Jo Ferbrache, transformational coach and founder of Real Self Discovery. Jo shares her inspiring journey from fearing public speaking to becoming a passionate advocate for emotional resilience and employee wellbeing.

Together, they explore how simple micro-tools, like breathwork and body awareness, can transform how we feel, lead, and connect with others—especially in the workplace. Jo explains why so many people are “pouring from an empty glass,” how our fight-flight-freeze responses impact team dynamics, and why leaders must lead by example by embracing vulnerability and prioritising their own self-care.

In this episode, you’ll discover:

• Why your breath could be your biggest leadership tool

• The power of emotional safety in unlocking team potential

• Jo’s unique holistic approach—tailored to individual needs

• How leaders can model wellbeing by working through their own inner critics

• Why creating space to feel, heal and connect is the new workplace superpower

Jo’s honesty and vulnerability are contagious—reminding us all that when we feel good, we show up better… and when we show up better, we shine.

#ShineOnCX #EmployeeWellbeing #EmployeeExperience #WellbeingAtWork #JoFerbrache #RealSelfDiscovery #transformationalcoach-----------

FOLLOW JO

🌐 Website: Real Self Discovery⁠🔗 LinkedIn:⁠ https://www.linkedin.com/in/joferbrache/

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FOLLOW CLAIRE⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

🌐 Website: ⁠⁠⁠https://claireboscq.com/⁠⁠⁠⁠⁠⁠

🔗 YouTube Subscribe: ⁠⁠⁠⁠⁠https://www.youtube.com/c/claireboscq/⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

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

🔗 Facebook: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://www.facebook.com/claireboscqkeynotespeaker⁠⁠

🔗 Instagram: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://www.instagram.com/claireboscq/⁠

Welcome to the Shine on CX Show, where bold thinking meets powerful customer and employee experiences. In this episode, Claire Boscq is joined by bestselling author and international keynote speaker Douglas Kruger, who believes that excellence isn’t just a competitive edge—it’s a moral obligation.

Douglas shares insights from his upcoming book Beating Down Your Door, arguing that a “good enough” mindset isn’t just lazy—it’s a disservice to your customers, your team, and the future of your business. His passion for becoming the best shines through in a powerful conversation that will challenge you to raise your game.

In this episode, you’ll discover:

• Why striving for excellence is more than a business goal, it’s a responsibility

• What makes ‘good enough’ a mindset that holds back customer eXperience

• The direct connection between world-class CX and leadership mindset

• The upcoming Speaker Factor which will start in Jersey on 1st July.

Tune in if you’re ready to stop settling and start standing out, this episode will inspire you to lead with purpose and power.

#ShineOnCX #CustomerExperience #KeynoteSpeaker #DouglasKruger #beatingdownyourdoor #customerloyalty

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FOLLOW DOUGLAS

🌐 Website:⁠ https://www.douglaskruger.com/

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

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FOLLOW CLAIRE⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

🌐 Website: ⁠⁠https://claireboscq.com/⁠⁠⁠⁠⁠

🔗 YouTube Subscribe: ⁠⁠⁠⁠https://www.youtube.com/c/claireboscq/⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

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

🔗 Facebook: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://www.facebook.com/claireboscqkeynotespeaker⁠

🔗 Instagram: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://www.instagram.com/claireboscq/⁠

What makes customer eXperience truly memorable?

In this high-energy episode, Claire is joined by global CX expert and speaker Nienke Bloem — aka “the CX lady in the blue dress” — for a fabulous conversation on all things customer transformation, leadership, and storytelling.

💙 Nienke shares:

• How she moved from corporate to CX entrepreneurship

• Why leaders need a clear, simple CX strategy (aka your CX story!)

• The importance of emotional connection and memorable moments

• The CX Game she created to drive engagement and learning

• Her newest book is coming soon, real CX formula watch out!

This one’s a mix of wisdom, laughter, and brilliant CX ideas you can put into action straight away.

🔵 Whether you’re on an island like Jersey or leading teams across the globe — Nienke will leave you inspired to create customer experiences that shine.

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

#ShineOnCX #CustomerExperience #CXLeadership #CXGame #ValuesDrivenCX #HumanConnection #ExperienceDesign

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FOLLOW NIENKE

🌐 Website: ⁠https://www.nienkebloem.nl/en/

The CX Game: https://www.nienkebloem.nl/en/cx-game/ ⁠

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

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FOLLOW CLAIRE⁠⁠⁠⁠⁠⁠⁠⁠

🌐 Website: ⁠https://claireboscq.com/⁠⁠⁠⁠

🔗 YouTube Subscribe: ⁠⁠⁠https://www.youtube.com/c/claireboscq/⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

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

🔗 Facebook: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://www.facebook.com/claireboscqkeynotespeaker

🔗 Instagram: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠https://www.instagram.com/claireboscq/

🎙 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/⁠⁠⁠

🔗 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

🎙 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/⁠

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 high-energy episode, Claire Boscq sits down with Richard Mulholland, global keynote speaker, entrepreneur, and author of the upcoming book Relentless Relevance, to explore the powerful connection between sales and customer experience (CX).

Rich shares how being relentlessly relevant in sales is about crafting stories where the customer is the hero. He reveals why disrupting expectations and adding a playful edge—making mischief—can turn average service into unforgettable experiences that drive loyalty and referrals.

Discover:
✨ How aligning CX with sales strategies leads to lasting customer relationships.
✨ Why storytelling is the key to engaging customers and closing deals.
✨ How small, unexpected moments of delight can make your business impossible to ignore.
✨ Why creating a culture of CX excellence should be part of your organisation’s identity.

Whether you're in sales, leadership, or CX, this episode is packed with bold insights on how to stay relevant, build trust, and craft customer experiences that fuel business growth.

🎧 Tune in to the Shine On CX Show and discover how to make sales and CX work together—through a little mischief!

#ShineonCX #JCXAlliance #CutomerExperience #RelentlessRelevance #podcast #richardmulholland

------------ FOLLOW RICH

https://www.richmulholland.com/

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

https://msnglnk.com/

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FOLLOW CLAIRE ⁠⁠⁠⁠⁠⁠⁠https://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 sits down with Cassidy Mason, founder of Cassidy Mason Consulting, to explore the powerful link between customer experience (CX) and sales strategy. With over 15 years of experience spanning hospitality, procurement, e-commerce, and global sales strategy, Cassidy shares how putting the customer at the centre of sales can transform a business’s performance.

Cassidy delves into her journey, from leading a sales strategy team at Groupon in Australia and New Zealand to launching her own consultancy in Jersey. She reveals how her team’s customer-centric approach boosted revenue by 40% and why understanding your customers is key to sustainable growth.

Discover:
✨ How aligning CX with sales can drive exceptional results.
✨ Practical insights into creating customer-first sales strategies.
✨ The importance of empowering teams to truly understand and serve their customers.

Whether you’re a sales professional, CX enthusiast, or business leader, this episode offers actionable advice to help you rethink the way you connect with your customers.

🎧 Tune in and let Cassidy Mason inspire you to transform your sales approach with the power of CX!

#ShineonCX #JCXAlliance #CutomerExperience

BOOK YOUR TICKET FOR THE WORKSHOP: CX as Your Secret Sales Strategy https://jcxalliance.com/event/cx-as-your-secret-sales-strategy/

------------ FOLLOW CASSIDY

https://www.cassidymasonconsulting.com/

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

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FOLLOW CLAIRE ⁠⁠⁠⁠⁠⁠https://claireboscq.com/podcast-shine-on-cx-show/⁠⁠⁠⁠⁠⁠

• 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