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 and customer eXperience.
Drawing from his TEDx talk and the timeless wisdom of Khalil Gibran, Simon shares how “work is love made visible” and how leaders can rehumanise their workplace culture, one heartfelt interaction at a time.
What you’ll take away:
Why bringing love to work is a courageous leadership act, not a soft one
How real human connection transforms customer eXperience
The key to making profit with purpose (hint: it's not just petrol in the business engine)
#ShineOnCXShow #CustomereXperience #LeadershipWithLove #HumanConnection #EmotionalIntelligence #CXPodcast #SoulfulLeadership
FOLLOW SIMON
🔗 LinkedIn: https://www.linkedin.com/in/profilesimonnash/
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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/
In this beautifully open and heartfelt conversation, Claire Boscq is joined by Jo Ferbrache, holistic wellbeing practitioner 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 #HolisticLeadership
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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/
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🔗 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, ambassador for Purple Tuesday 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/
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/
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https://sentientmachines.tech/
https://www.linkedin.com/in/danicadamljanovic/
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FOLLOW CLAIRE https://claireboscq.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/
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FOLLOW CLAIRE https://claireboscq.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/
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/
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/
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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/
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🎙 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 ripple effect that benefits both employees and customers alike.
Together, they explore practical steps businesses in Jersey can take to streamline processes, invest in technology, and measure success in ways that resonate with customers' expectations.
Whether you're a business leader or CX enthusiast, this conversation provides valuable insights into balancing productivity and customer satisfaction for long-term success.
Listen in for actionable advice on transforming productivity into exceptional CX!
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CONTACT PAUL MURPHY AT JERSEY BUSINESS
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FOLLOW CLAIRE https://claireboscq.com/podcast-shine-on-cx-show/
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🎙 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 limited resources while ensuring that donors, beneficiaries, and supporters feel valued. She emphasizes the importance of measuring impact beyond fundraising and effectively communicating this to donors, while also discussing how to understand the motivations of different stakeholders and tailor approaches to meet their needs.
Beth highlights the need for more training and collaboration in the sector to build expertise and drive sustainability. As a "charity experience activator," she advocates for using private-sector customer experience strategies to improve engagement.
Whether you're a charity leader, supporter, or passionate about customer experience, this episode offers valuable insights into elevating service and making a lasting impact on the island's economy.
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CONTACT BETH
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FOLLOW CLAIRE https://claireboscq.com/podcast-shine-on-cx-show/
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🎙 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, expectations, and motivations. Michelle shares her expert insights on how businesses can understand these differences to truly look after their employees, foster engagement, and create an environment where everyone thrives.
Tune in to discover practical strategies for improving employee satisfaction and retention by tailoring your approach to the multigenerational workforce. Whether you’re a leader looking to better support your team or interested in enhancing your workplace culture, this episode is packed with actionable advice.
#Leadership #EmployeeEngagement #GenerationalDiversity #ShineOnCX -------------
CONTACT MICHELLE
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FOLLOW CLAIRE https://claireboscq.com/podcast-shine-on-cx-show/
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🎙 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 mystery shopping, Andy shares his expert insights on how mystery shopping goes far beyond simple evaluations, driving commercial growth and enhancing customer interactions.
Andy discusses how organisations can integrate mystery shopping with advanced analytics to reveal powerful connections between employee behavior, customer satisfaction, and sales performance. He also challenges common misconceptions about mystery shopping and illustrates how businesses can achieve significant ROI through actionable insights. This episode is packed with valuable advice for businesses looking to elevate their CX strategies.
Tune in to discover how mystery shopping can revolutionise your customer experience!
BOOK YOUR SEAT AT THE JCX CONFERENCE https://claireboscq.com/jcx-conference/ -------------
CONTACT ANDY
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FOLLOW CLAIRE https://claireboscq.com/podcast-shine-on-cx-show/
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🎙 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 interactions and create lasting impressions.
We dive into the essential skills every customer-facing employee should have, strategies for handling difficult situations, and how smaller businesses can implement effective training without breaking the bank. If you're looking to boost your customer service game and drive profits, this episode is packed with practical advice and real-world examples to help you get there.
Tune in and discover how customer service excellence can be the key to your business success!
BOOK YOUR SEAT AT THE JCX CONFERENCE https://claireboscq.com/jcx-conference/ -------------
CONTACT JOANNE
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FOLLOW CLAIRE https://claireboscq.com/podcast-shine-on-cx-show/
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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, and how innovation and technology are shaping the future of CX. We also dive into the importance of collaboration between businesses, local organisations and government to ensure that Jersey stays competitive on the global stage. Tune in for a thought-provoking conversation on how leadership at the top can ignite change across our beautiful island.
BOOK YOUR SEAT AT THE JCX CONFERENCE https://claireboscq.com/jcx-conference/ ------------
FOLLOW CLAIRE https://claireboscq.com/podcast-shine-on-cx-show/
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🎙 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 JCX Conference, where she’ll inspire even more with her powerful insights. Get ready for a conversation filled with practical advice and motivation to help you and your business shine!
BOOK YOUR SEAT AT THE JCX CONFERENCE https://claireboscq.com/jcx-conference/ -------------
CONTACT ALISON
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FOLLOW CLAIRE https://claireboscq.com/podcast-shine-on-cx-show/
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