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.