Welcome to Episode 90 of the Customer Service Gold Dust Podcast.

In this episode, Gavin is joined by Claire Boscq and Andy Jarvis.

Claire is an award-winning Customer Experience Consultant, international keynote speaker and creator of the BizShui™ Method. Andy is a technology consultant with more than 30 years' experience helping organisations simplify complex systems and deliver meaningful digital transformation.

Together, they explore why Customer Experience (CX), Employee Experience (EX) and Digital Experience (DX) can no longer operate in isolation. They discuss how organisations often invest heavily in technology while overlooking the people using it, why removing friction should come before introducing AI, and how creating genuine human connections can transform both employee and customer experiences.

The conversation also introduces The Hive — a new human-first community platform designed to put trust, belonging and meaningful relationships back at the centre of digital interaction.

If you're responsible for customer service, customer experience, digital transformation or organisational culture, this episode is packed with practical Gold Dust you can apply straight away.

You can find Claire and Andy online at:

Claire's LinkedIn and Andy's LinkedIn

Elevated Experience

The Hive

FeedSpot - 30 Best Customer Service Podcasts

This podcast is hosted by Gavin Scott, an inspirational and entertaining professional speaker, facilitator and trainer using business success, sports experience and a genuine ability to win people over to deliver key messages.

To get in touch with Gavin find him online or on social media at:

https://gavinscott.me/
https://www.linkedin.com/in/gavinscottltd/

Welcome to Episode 89 of the Customer Service Gold Dust Podcast.

In this episode, Gavin is joined by Kyle Wright.

Kyle is Head of Customer Experience at South Yorkshire Mayoral Combined Authority (SYMCA).

We hear him talk about his journey from frontline customer-facing roles into CX leadership; why understanding the real need behind a customer complaint is key to creating better experiences; and how public transport can use communication, personalisation and technology to make journeys easier for everyone.

Kyle also shares his thoughts on using AI to empower teams rather than replace the human touch; why frontline colleagues hold some of the most valuable customer insights; and how creating a strong CX culture through recognition, collaboration and listening can transform the way organisations serve their customers.

You can find Claire and Andy online at:

Claire's LinkedIn and Andy's LinkedIn

Elevated Experience

The Hive

FeedSpot - 30 Best Customer Service Podcasts

This podcast is hosted by Gavin Scott, an inspirational and entertaining professional speaker, facilitator and trainer using business success, sports experience and a genuine ability to win people over to deliver key messages.

To get in touch with Gavin find him online or on social media at:

https://gavinscott.me/
https://www.linkedin.com/in/gavinscottltd/

This compilation has been dug out of the Customer Service Gold Dust archive for your listening pleasure...

In this episode, Gavin is joined firstly by Gregorio Uglioni - a Digital & Business Transformation Specialist and also the host of the CX Goalkeeper Podcast.

Next, we hear Gavin share a wonderful exercise to help you focus on achieving your most important goals on a regular basis - the perfect time to revisit it with the end of the year approaching.

Finally, Gavin is joined by Hrushi Kulkarni - a Certified CX Practitioner who discusses various aspects of predictive analysis.

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You can find Gregorio online at:

LinkedIn

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You can find Hrushi online at:

LinkedIn

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FeedSpot - 30 Best Customer Service Podcasts

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This podcast is hosted by Gavin Scott, an inspirational and entertaining professional speaker, facilitator and trainer using business success, sports experience and a genuine ability to win people over to deliver key messages.

To get in touch with Gavin find him online or on social media at:

Website
LinkedIn

You can find Claire and Andy online at:

Claire's LinkedIn and Andy's LinkedIn

Elevated Experience

The Hive

FeedSpot - 30 Best Customer Service Podcasts

This podcast is hosted by Gavin Scott, an inspirational and entertaining professional speaker, facilitator and trainer using business success, sports experience and a genuine ability to win people over to deliver key messages.

To get in touch with Gavin find him online or on social media at:

https://gavinscott.me/
https://www.linkedin.com/in/gavinscottltd/

This has been dug out of the Customer Service Gold Dust archive for your listening pleasure...

In this episode, Gavin is joined by Ryan Noakes.

Ryan is a Customer Success Manager for EMEA and the US at SAI360.

We hear him discuss the importance of understanding the nuances of LinkedIn; he explains what Customer Success really means to him and why it has been such a core component of the bigger picture; and how, despite his tender age, he became "One To Watch".

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You can find Ryan online at:

LinkedIn

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FeedSpot - 30 Best Customer Service Podcasts

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This podcast is hosted by Gavin Scott, an inspirational and entertaining professional speaker, facilitator and trainer using business success, sports experience and a genuine ability to win people over to deliver key messages.

To get in touch with Gavin find him online or on social media at:

Website
LinkedIn

You can find Claire and Andy online at:

Claire's LinkedIn and Andy's LinkedIn

Elevated Experience

The Hive

FeedSpot - 30 Best Customer Service Podcasts

This podcast is hosted by Gavin Scott, an inspirational and entertaining professional speaker, facilitator and trainer using business success, sports experience and a genuine ability to win people over to deliver key messages.

To get in touch with Gavin find him online or on social media at:

https://gavinscott.me/
https://www.linkedin.com/in/gavinscottltd/

This has been dug out of the Customer Service Gold Dust archive for your listening pleasure...

In this episode, Gavin is joined by Natasha Ratanshi-Stein.

Natasha is the Founder of Surfboard.

We hear her describe how she came up with the idea for Surfboard and what solutions it aims to provide; the reason behind aiming to bring more humanity to issues like scheduling; and why the opportunity was there to offer a more refined and collaborative piece of technology in the CX industry.

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You can find Natasha online at:

LinkedIn

Website

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FeedSpot - 30 Best Customer Service Podcasts

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This podcast is hosted by Gavin Scott, an inspirational and entertaining professional speaker, facilitator and trainer using business success, sports experience and a genuine ability to win people over to deliver key messages.

To get in touch with Gavin find him online or on social media at:

Website
LinkedIn

You can find Claire and Andy online at:

Claire's LinkedIn and Andy's LinkedIn

Elevated Experience

The Hive

FeedSpot - 30 Best Customer Service Podcasts

This podcast is hosted by Gavin Scott, an inspirational and entertaining professional speaker, facilitator and trainer using business success, sports experience and a genuine ability to win people over to deliver key messages.

To get in touch with Gavin find him online or on social media at:

https://gavinscott.me/
https://www.linkedin.com/in/gavinscottltd/

This has been dug out of the Customer Service Gold Dust archive for your listening pleasure...

In this episode, Gavin is joined by Karl Sandland.

Karl is the Founder and Chief Experience Officer at BrightCX LTD.

We hear him discuss the importance of companies rediscovering the human touch in a post-COVID landscape; how a recent interaction with two
contrasting companies highlighted how to deal with a customer - but
also how to turn them off; and why asking what animal someone considers
themselves to be can act as a wonderful gateway to finding out their
true needs!

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You can find Karl online at:

LinkedIn
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FeedSpot - 30 Best Customer Service Podcasts

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This podcast is hosted by Gavin Scott, an inspirational and entertaining professional speaker, facilitator and trainer using business success, sports experience and a genuine ability to win people over to deliver key messages.

To get in touch with Gavin find him online or on social media at:

Website
LinkedIn

You can find Claire and Andy online at:

Claire's LinkedIn and Andy's LinkedIn

Elevated Experience

The Hive

FeedSpot - 30 Best Customer Service Podcasts

This podcast is hosted by Gavin Scott, an inspirational and entertaining professional speaker, facilitator and trainer using business success, sports experience and a genuine ability to win people over to deliver key messages.

To get in touch with Gavin find him online or on social media at:

https://gavinscott.me/
https://www.linkedin.com/in/gavinscottltd/

This has been dug out of the Customer Service Gold Dust archive for your listening pleasure...

In this episode, Gavin is joined by Customer Service and Sales Trainer, Rob Moon.

Rob has years of experience training and is the Director of Rob Moon Training.

We hear him highlight various ways to improve the experience between execs and customers; why the triangle between customer service, sales and marketing is so vital; and how software can enable training even if you are working from home.

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You can find Rob online at:

LinkedIn

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FeedSpot - 30 Best Customer Service Podcasts

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This podcast is hosted by Gavin Scott, an inspirational and entertaining professional speaker, facilitator and trainer using business success, sports experience and a genuine ability to win people over to deliver key messages.

To get in touch with Gavin find him online or on social media at:

Website
LinkedIn

You can find Claire and Andy online at:

Claire's LinkedIn and Andy's LinkedIn

Elevated Experience

The Hive

FeedSpot - 30 Best Customer Service Podcasts

This podcast is hosted by Gavin Scott, an inspirational and entertaining professional speaker, facilitator and trainer using business success, sports experience and a genuine ability to win people over to deliver key messages.

To get in touch with Gavin find him online or on social media at:

https://gavinscott.me/
https://www.linkedin.com/in/gavinscottltd/

Welcome to Episode 83 of the Customer Service Gold Dust Podcast.

In this episode, Gavin is joined by Alison Boyle.

Alison is an author, marketing strategist and funnel expert.

We hear her talk about her initial experiences in customer service and what they taught her; why real listening is the most important aspect underpinning so many customer-facing roles; and how vital copy is to getting across your message to the right audience.

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You can find Alison online at:

LinkedIn

Website

LA Marketing Website

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FeedSpot - 30 Best Customer Service Podcasts

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This podcast is hosted by Gavin Scott, an inspirational and entertaining professional speaker, facilitator and trainer using business success, sports experience and a genuine ability to win people over to deliver key messages.

To get in touch with Gavin find him online or on social media at:

https://gavinscott.me/
https://www.linkedin.com/in/gavinscottltd/

You can find Claire and Andy online at:

Claire's LinkedIn and Andy's LinkedIn

Elevated Experience

The Hive

FeedSpot - 30 Best Customer Service Podcasts

This podcast is hosted by Gavin Scott, an inspirational and entertaining professional speaker, facilitator and trainer using business success, sports experience and a genuine ability to win people over to deliver key messages.

To get in touch with Gavin find him online or on social media at:

https://gavinscott.me/
https://www.linkedin.com/in/gavinscottltd/

This has been dug out of the Customer Service Gold Dust archive for your listening pleasure...

In this episode, Gavin is joined by Rebecca Brown.

Rebecca is the Founder and Lead Consultant at Think Wow.

We hear her discuss the journey of starting up a new CX business in lockdown and why, in some ways, the timing was beneficial; how CX is such a crucial part of customer service and the ways in which businesses can leverage it for their benefit; and why the issue of bullying is so close to her heart, leading her to become an advocate against it.

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You can find Rebecca online at:

LinkedIn

Website

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FeedSpot - 30 Best Customer Service Podcasts

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This podcast is hosted by Gavin Scott, an inspirational and entertaining professional speaker, facilitator and trainer using business success, sports experience and a genuine ability to win people over to deliver key messages.

To get in touch with Gavin find him online or on social media at:

https://gavinscott.me/
https://www.linkedin.com/in/gavinscottltd/

You can find Claire and Andy online at:

Claire's LinkedIn and Andy's LinkedIn

Elevated Experience

The Hive

FeedSpot - 30 Best Customer Service Podcasts

This podcast is hosted by Gavin Scott, an inspirational and entertaining professional speaker, facilitator and trainer using business success, sports experience and a genuine ability to win people over to deliver key messages.

To get in touch with Gavin find him online or on social media at:

https://gavinscott.me/
https://www.linkedin.com/in/gavinscottltd/

This has been dug out of the Customer Service Gold Dust archive for your listening pleasure...

In this episode, Gavin is once again joined by Elaine Lee.

Elaine is the Managing Director of ReynoldsBusbyLee.

We hear her talk about how mystery shopping can be beneficial in both quantitative and qualitative scenarios; give some examples where companies have been made to realise customer pain points in the ordering process; and why it's so crucial to know who your customers are in order to cater to them effectively.

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You can find Elaine online at:

LinkedIn

Website

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FeedSpot - 30 Best Customer Service Podcasts

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This podcast is hosted by Gavin Scott, an inspirational and entertaining professional speaker, facilitator and trainer using business success, sports experience and a genuine ability to win people over to deliver key messages.

To get in touch with Gavin find him online or on Social Media at:

https://gavinscott.me/
https://www.linkedin.com/in/gavinscottltd/

You can find Claire and Andy online at:

Claire's LinkedIn and Andy's LinkedIn

Elevated Experience

The Hive

FeedSpot - 30 Best Customer Service Podcasts

This podcast is hosted by Gavin Scott, an inspirational and entertaining professional speaker, facilitator and trainer using business success, sports experience and a genuine ability to win people over to deliver key messages.

To get in touch with Gavin find him online or on social media at:

https://gavinscott.me/
https://www.linkedin.com/in/gavinscottltd/