Why Culture Beats Strategy in Customer Experience with Claire Boscq

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 Claire02:02 Overcoming childhood challenges02:58 Reinvention and career shifts04:29 Finding balance and personal energy05:33 Pandemic struggles and building resilience07:25 The importance of customer experience10:44 Defining customer experience vs customer service18:38 Building trust and engagement in sales teams20:22 The struggles of middle management22:06 Balancing management and leadership22:55 Creating a supportive and people-first workplace28:04 The role of technology in enhancing CX30:34 The future of customer experience and AI32:16 Resources and recommendationsPlease don’t forget to subscribe and rate the show 5 stars if you enjoyed!Would you like to be a guest on Because Growth Matters or learn more about working with Growth Matters International? Fill out the application form HERE.Connect with Daniel:LinkedIn: Daniel RobusWebsite: https://www.growthmattersintl.comConnect with Claire:Website: https://claireboscq.com/LinkedIn: Claire BoscqUpcoming events: https://claireboscq.com/event/

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