🎙 Welcome to the Shine On CX Show!

In this inspiring episode, Claire Boscq is joined by Craig Lee, global customer experience expert and founder of Kinetic Consulting Services. Together, they dive deep into the emotional heart of CX and explore why values, feelings, and human connection are the real drivers of customer loyalty.

Craig shares stories from his remarkable journey—from diplomacy and global branding to leading CX at Emirates—and reveals how joining the dots between brand promise and real experiences is what creates emotional impact.

Discover:
💡 Why values without emotion fall flat—and how emotional intention is the new CX differentiator
💛 How to define the feelings you want your customers to walk away with
🎯 The power of consistency, authenticity, and “connection before correction”
📈 How emotional design in CX can lead to real, measurable commercial results

Whether you’re a CX professional, business leader, or someone who believes service starts with care, this episode will help you reframe your thinking and bring humanity back into your customer experience strategy.

🎧 Tune in and learn how emotional intention can help your customer experience truly shine.

#ShineOnCX #CustomerExperience #EmotionalIntelligence #EmotionalIntention #CXLeadership #ValuesDrivenCX #HumanConnection #ExperienceDesign-----------

FOLLOW CRAIG🌐 Website: kineticcs.com
📧 Email: craig@kineticcs.com
🔗 LinkedIn: linkedin.com/in/craigleecx

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FOLLOW CLAIRE⁠⁠⁠⁠⁠⁠🌐 Website: https://claireboscq.com/⁠⁠⁠

🌐 Website: ⁠⁠⁠https://jcxalliance.com/⁠⁠⁠

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🔗 LinkedIn: ⁠⁠⁠https://www.linkedin.com/in/claireboscq/⁠⁠⁠⁠

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