If your business is obsessed with numbers but neglecting the people behind them, you need to make a change.
In this episode of Because Growth Matters, Daniel is joined by global CX leader and keynote speaker, Claire Boscq, to explore what truly makes organisations thrive.
With over 30 years of experience in customer experience, emotional intelligence, and employee engagement, Claire discusses the importance of building cultures rooted in trust, care, and authenticity.
They talk about reinventing your career, leading with intuition, and how companies can move from transactional service to transformational experience, create emotional connections at scale, and use AI as a force for deeper human connection.
Timestamps:
00:00 Introduction to Claire
02:02 Overcoming childhood challenges
02:58 Reinvention and career shifts
04:29 Finding balance and personal energy
05:33 Pandemic struggles and building resilience
07:25 The importance of customer experience
10:44 Defining customer experience vs customer service
18:38 Building trust and engagement in sales teams
20:22 The struggles of middle management
22:06 Balancing management and leadership
22:55 Creating a supportive and people-first workplace
28:04 The role of technology in enhancing CX
30:34 The future of customer experience and AI
32:16 Resources and recommendations
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Connect with Daniel:
LinkedIn: Daniel Robus
Website: https://www.growthmattersintl.com
Connect with Claire:
Website: https://claireboscq.com/
LinkedIn: Claire Boscq
Upcoming events: https://claireboscq.com/event/