🎙 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

• ⁠https://www.michellepascoe.com/

• ⁠https://www.linkedin.com/in/michellepascoe/
• https://www.instagram.com/michelle.pascoe/

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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 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

• ⁠⁠https://www.linkedin.com/in/andy-firth/
• https://www.ipsos.com/en-uk/mystery-shopping-research

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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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🎙 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

• ⁠https://profitonaplate.com/

• ⁠https://www.linkedin.com/in/joanne-vandermerwe-mahon-1bbabb28/
• https://www.facebook.com/joanne.profitonaplate

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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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