Claire Boscq, a globally recognised Customer Experience Activator, brings nearly 30 years of expertise to the CXTech Challenge. As the founder of the Jersey Customer Experience Alliance and one of the Top 3 Global CX Gurus for seven years running, Claire has transformed organisations worldwide with her unique BizShui™ Method, , which blends traditional Feng Shui principles with modern business practices. Her deep understanding of Jersey’s business landscape and commitment to elevating CX standards locally and globally make her an invaluable part of this programme.
Are you based locally or off-island?
Claire: Locally
Tell us a bit about your background and your professional experience.
Claire: I have been ranked in the Top 3 Global Customer Experience Gurus for seven consecutive years, bringing nearly three decades of expertise as a Customer Experience Activator and Founder of the newly launched Jersey Customer Experience Alliance. I am renowned for my holistic approach to both Customer and Employee Experience.
As an international best-selling author with four published books, my influence extends across media outlets in Brazil, the UAE, India, Asia, the US, and Europe. My dynamic and high-energy keynote presentations have captivated audiences in over 30 countries, and I deliver insights fluently in both French and English. I am also privileged to host prestigious global events.
What sets my CX expertise apart is my unique BizShui™ Method—a blend of traditional Feng Shui principles and modern business practices—that energises people and organisations, creating a powerful flow of prosperity and success.
Back in Jersey I have created the Jersey Customer eXperience Alliance last year, creating a real movement to elevate CX in Jersey.
How will your professional and personal experiences contribute to your expertise in this area and enhance your role on the judging panel?
Claire: My professional journey and personal experiences uniquely position me to contribute to the judging panel for the Impact Jersey CX Tech programme. With three decades in the Customer Experience field, I have worked with organisations across industries to create transformative strategies that enhance both customer and employee satisfaction. This extensive experience, combined with my role as the Founder of the Jersey Customer Experience Alliance, allows me to bring a deep understanding of how technology can drive growth and innovation and enhance CX.
For the last five years, I’ve had the privilege of being part of CX judging panels internationally, evaluating and recognising outstanding customer experience innovations. This experience has given me the ability to assess the impact and importance of technologies on CX, understanding how they can be leveraged to create real, sustainable change in the customer journey.
My global exposure, having delivered keynote presentations in over 30 countries, further enhances my ability to evaluate CX solutions with a broad perspective, considering their applicability across different markets and industries.
What aspects of customer experience in Jersey do you believe have the greatest potential for improvement?
Claire: I believe there is significant potential for improvement in several key aspects of Customer Experience, particularly in integrating technology more effectively and strengthening empathy and consistency in service delivery.
One major opportunity lies in enhancing the user experience (UX). While many businesses have made impressive improvement in adopting digital tools, there is still room to integrate seamless, user-friendly experiences across platforms. This includes optimising AI-driven chatbots, personalisation, customer journey mapping tools, and self-service options—anything that can provide customers with quicker and more efficient service.
Another area that could benefit from improvement is the consistency and alignment of customer service across different sectors. The experience can sometimes vary greatly between businesses, creating an opportunity to establish a more unified standard across Jersey. This would ensure that every interaction, whether in retail, hospitality, or public services, meets high standards of service excellence.
Lastly, developing a culture of care within businesses is crucial. While Jersey has a strong sense of community, fostering deeper emotional connections with customers by empowering staff to truly understand and respond to their needs would significantly enhance customer loyalty and satisfaction. By building on these areas, Jersey can elevate its overall customer experience, positioning itself as a leader in exceptional service.
If you were applying to CXTech, what specific problem would you aim to address, and do you have a solution in mind that you would propose?
Claire: If I were applying to CXTech, the specific problem I would aim to address is the challenge of delivering a seamless and consistent customer experience across multiple channels. While many businesses are increasingly adopting digital tools, there remains a gap in integrating these technologies in a way that ensures customers have a unified experience, regardless of how or where they engage with a company.
To address this, I would propose a solution focused on creating an advanced, AI-driven platform that integrates customer journey mapping, personalisation, training requirements and real-time analytics. This platform would allow businesses to track and optimise the customer journey at every touchpoints—whether digital or in-person—ensuring that customers receive consistent service, tailored to their needs, across all channels. The solution would also provide actionable insights, helping businesses continuously improve the customer experience through real-time data and predictive analytics.
By implementing such a solution, businesses would be able to offer customers a more intuitive, responsive, and personalised service experience, leading to greater customer satisfaction, loyalty, and ultimately, increased revenue.
What makes Jersey a great place for businesses to deploy their technology?
Claire: Jersey has a strong reputation for its business-friendly ecosystem, where local and international companies thrive. The small size of the island creates an agile environment, enabling businesses to experiment with and implement new technologies faster than in larger markets. This agility makes Jersey an attractive location for testing and rolling out new solutions, particularly in customer experience and tech-driven services.
Jersey’s focus on becoming a leading hub for innovation, sustainability, and digital transformation presents an excellent opportunity for businesses looking to leverage technology in a forward-thinking, supportive environment.
CXTech is the first Impact Jersey programme to include a match funding aspect. How do you think this will affect the applications received?
Claire: The introduction of match funding in the CXTech programme will likely lead to a higher calibre of applications, as it acts as a filter for serious and committed applicants. Only businesses with genuine, well-thought-out ideas and a clear vision for how technology can enhance customer experience will be motivated to apply, knowing they must match the funding. This will naturally deter those who are less passionate or not fully invested in making a real impact. As a result, the programme will attract businesses with strong potential for success, fostering innovation and helping to raise the standard of customer experience across the island. Ultimately, this focus on quality will contribute to Jersey’s growth as a hub for cutting-edge CX solutions.
