🎙 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

In this episode, Claire speaks with Marcus Calvani, Co-CEO of the Jersey Hospitality Association, about the critical role of customer experience in the hospitality industry. Marcus offers his perspective on the challenges and opportunities that come with delivering exceptional service on a small island like Jersey.

Marcus highlights Jersey's unique position and the need to reclaim its local pride. He points out the false perception of hospitality as a low-skilled job and advocates for better awareness, education, training and career opportunities. Marcus also discusses the importance of collaboration within the industry to elevate service standards, foster innovation, breaking down bureaucratic barriers to attract investment and tourists from further afield, envisioning the Channel Islands as a unified destination. Whether you’re a hospitality professional, business leader, or CX enthusiast, this episode is packed with practical takeaways to inspire and elevate your approach to customer experience.

🎧 Tune in to the Shine On CX Show and uncover the secrets to thriving in the world of hospitality and how can we be more Jersey again!

#ShineonCX #JCXAlliance #CutomerExperience FOLLOW MARCUS

https://jerseyhospitality.com/

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

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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

In this episode, Claire is joined by Morgane Rollando, a purpose-driven strategist with a career spanning finance, private equity, and entrepreneurial ventures. Morgane shares her powerful framework of Purpose, Awareness, and Alignment, revealing how aligning an organization with its deeper mission can revolutionise culture and customer experience.

Discover the transformative impact of a clear, purpose-driven approach on customer relationships, and learn why embracing your true values—even if it means parting ways with misaligned customers—can lead to long-term success. Morgane offers practical insights on fostering stakeholder alignment, making purpose actionable, and placing customers at the heart of your business strategy.

Whether you’re a leader, entrepreneur, or CX professional, this episode will inspire you to rethink the way you connect with your customers and create an organisation driven by clarity and intent.

Tune in to the Shine On CX Show and start your journey toward purpose-driven excellence!

#ShineonCX #JCXAlliance #CutomerExperience FOLLOW MORGANE

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

https://www.morganerollando.com/

https://www.youtube.com/@Morganerollando

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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

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In this episode of the Shine on CX Show, we sit down with Estelle Martinson, Head of Client Experience at Standard Bank Offshore. Estelle shares how empathy-driven leadership can transform the client experience by fostering a supportive, innovative, and inclusive culture.

We discuss the unique challenges financial services face in delivering exceptional customer experiences across a global landscape, as well as the role of empathy in both leading teams and creating meaningful client connections. Estelle also provides insights into balancing the human touch with technology to ensure consistency and personalisation for clients worldwide.

Whether you’re interested in CX, financial services, or leadership, this episode offers valuable perspectives on cultivating a truly client-focused approach.

#ShineonCX #JCXAlliance #CutomerExperience FOLLOW ESTELLE

⁠https://www.linkedin.com/company/standardbank-offshore/⁠

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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

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