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/⁠⁠⁠⁠⁠⁠

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• 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/⁠⁠⁠

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• LinkedIn: ⁠⁠⁠https://www.linkedin.com/in/claireboscq/⁠⁠⁠
• Facebook: ⁠⁠⁠https://www.facebook.com/JCXAlliance⁠⁠⁠
• Instagram: ⁠⁠⁠https://www.instagram.com/jcxalliance⁠⁠⁠

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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

• https://www.linkedin.com/in/paulmurphy73/
• https://www.jerseybusiness.je/

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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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🎙 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

• https://www.linkedin.com/in/bethany-gallichan-a3392b82/

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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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