Shine on CX Show: Illuminating the Path to Exceptional Customer Experience

In this heart-opening episode of the Shine on CX Show, Claire Boscq is joined by soulful leader and TEDx speaker Simon Nash. From corporate HR awards to founding Law at Work, Simon has always been on a quest to bring more humanity into business. Together, Claire and Simon dive into the power of care, emotional intelligence, and why love isn’t fluffy, it’s the foundation of meaningful leadership an...

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 w...

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”...

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...

🎙 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...

🎙 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 inc...

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...

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 an...

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...

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 prid...

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,...

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 landsc...

🎙 Episode 7: Boosting Productivity to Enhance Customer Experience with Paul Murphy In this episode of the Shine on CX Show , Claire Boscq sits down with Paul Murphy, CEO of Jersey Business, to dive into the powerful connection between productivity and customer experience (CX). Paul sheds light on how enhancing productivity within an organisation directly influences the quality of CX, creating a ri...

🎙 Episode 6: Elevating Customer Experience in the Charity Sector with Beth Gallichan In this episode of the Shine on CX Show , we chat with Beth Gallichan, former CEO of the Association of Charities in Jersey and founder of Bethspoke Charity Development, about the unique challenges charities face in delivering exceptional customer experiences. Beth shares her insights on how charities can balance...

🎙 Episode Title: Unlocking Potential Across Generations with Michelle Pascoe In this episode of the Shine on CX Show , we’re thrilled to welcome Michelle Pascoe, Leadership & Customer Experience Expert, to explore a topic crucial for today’s workplace: how to unlock the potential of employees across different generations. From Baby Boomers to Gen Z, each generation has unique needs, expectatio...

🎙 Episode Title: Unveiling the Power of Mystery Shopping with Andy Firth In this episode of the Shine on CX Show , we’re joined by Andy Firth, VP of MSPA Africa/Europe and Head of Advisory and Analytics at Ipsos, to explore the transformative impact of mystery shopping within the customer experience (CX) ecosystem. With over 25 years of experience in market research and 17 years specialising in my...

🎙 Mastering Customer Service with Joanne Vandermerwe-Mahon, Founder of Profit on a Plate In this episode of the Shine on CX Show , we’re joined by Joanne Vandermerwe-Mahon, a customer service expert and founder of Profit on a Plate. With years of experience in training businesses to deliver top-tier customer service, Joanne shares her insights on how businesses in Jersey can elevate their customer...

In this episode of the Shine on CX Show , we sit down with Minister Kirsten Morel, Minister for Sustainable Economy at the Government of Jersey, to discuss the pivotal role customer experience (CX) plays in driving the island’s economic growth. Minister Morel shares his views on the current state of CX in Jersey, the government’s initiatives to enhance public and private sector service quality, an...

🎙 Welcome to the Shine on CX Show! Today, we’re thrilled to have Alison Edgar MBE, known as "The Entrepreneur’s Godmother," join us. As a renowned keynote and motivational speaker, Alison will share her expertise on setting goals, boosting productivity, and driving success—all while delivering exceptional customer experiences. We’ll also be talking about her upcoming appearance at the JC...