Employee & Customer Experience
Virtual Keynote Speaker

Sharing my energy, passion, creativity and know-how virtually or physically...

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Employees and customers expectations have changed and not only must you meet their expectations consistently but businesses should aim to exceed them by creating exceptional experiences in connecting with them on an emotional level.

We are entering a new era; it is time to start evolving into the next phase where a deeper more authentic connection occurs, where businesses are becoming accountable for their people and their environment. The only way for a business to thrive is to have harmonious environment, engaged employees and loyal customers, so I am on a mission to inspire businesses to thrive by delivering sensorial experiences, alluring employees and customers and bringing more care into what they do.

No 5 Top 30 Global Customer Service Guru and UK Top 10 CX Influencer, I am a thought-leader in the Customer Experience Industry. 

Caring in Business Specialist and Sensory Queen, I am a Keynote Speaker, Consultant & trainer; empowering businesses to make game-changing decisions in their business focussing on the emotional connections within their work environment, with their employees and customers.

Originally from France, I present in French or in English, delivering keynote presentations, breakout programs, half and full-day training workshops, webinars, and much more onsite or online, those challenging times won’t stop me continue sharing the importance of caring for our employees and customers…

professional-speaker-association-claire-boscq-scott-keynote-speaker I am also a proud Professional Member of the Professional Speaker Association (PSA-UK) and have now spoken to over 40 events globally.

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I am also of Keynote Women Speakers Association, a non-profit organisation run entirely by volunteers. ‘Our raison d’être is simple: it’s all about women supporting women.’ Not only do they make sure that women are more visible through this site; they also train the next generation of KeyNote speakers.

“With a mix of theory and practical tips, Claire is able to captivate audiences to think about the customer first. Her passion for creating a service culture and then ensuring that this culture reaches the front lines inspires business owners to put customer service at the heart of their companies”
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Chris Lim​ Overall
Co-Chair, Franchise Asia Association, Director Francorp, PH

What are you looking for?

With disturbing employees engagement figures published in by Deloitte, where 88% of all people who work in this U.S feel they work for an organization that does not care about them, and three out of four are disengaged in what they’re doing according to Gallup, no wonder why customer service is taken a hit and we see a rise of customer complaints, employees sickness and a decrease in customer loyalty even more alarming in companies bankruptcy.

Discover how to bring more care into our businesses by:

  • Leading a Caring Service Culture and a buzzing brand
  • Enhancing your business environment to optimize emotional connections
  • Caring for your people so they can truly care for your customers
  • Nurturing your customer loyalty through emotional drivers

If companies like Google, Zappos and Barry-Wehmiller can do it, so can you…

With an incredible 75% customer loyalty Tony Hsieh says: ‘when you get the company culture right, great customer service and a great brand will happen on its own.’

Nurturing a truly caring service culture isn’t easy, but it is the only way to have a thriving business, with harmonious environments, happy employees, happy customers and happy bottom lines…

Keynote Talk – Lead with the Yin, Manage with the Yang

‘Claire your presentation in Beijing to over 120 attendees at the annual Mystery Shopping Providers Association - South East Asia conference was very insightful providing tips and proven methods in adding value to our clients.  I have had my own Mystery Shopping company in Australia for over two decades and still I learnt so much from you.  I look forward to getting back to my team and implementing your tips and ideas. Thank you Claire you certainly know how to ensure that owners like myself build upon our services to engage our customers and grow our businesses.‘
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MICHELLE PASCOE
C.S.P. - Australian Representative of the Global Speakers Federation, CEO & RETENTION SPECIALIST

A Gallup study revealed that 89% of employers believe that workers leave their company for more money. In reality, a mere 12% of workers actually leave for more money.   

Leaders want to be running efficient, productive, and profitable businesses, however pushing, driving, demanding from their workforce constant results with too much emphasis on productivity will kill their brand and reputation. 

Business leaders must bring more care into what they do;  21st century leaders will lead with the Yin bringing more compassionate, better communication, supporting, engaging and inspiring their people and manage with the Yang to achieve thriving balanced businesses. 

We are entering a new era, it is the time to start evolving into the next phase of higher consciousness, where businesses are becoming accountable for their people, their environment and their customers. I will share with the audience the core principles to apply to being a Caring Leader enhancing their environment, increasing their employees’ engagement and customer loyalty.

Choose from one of my favorite Keynote or let me bespoke a presentation just for you...

Engaged employees drive Customer Loyalty

Engaged, inspired, cared for employees feel good and they don’t just serve customers but they truly care about doing what is right for them and THAT IS what will increase customer loyalty, ultimately your bottom line.

According to a Gallup poll, a staggering 63% of employees said they are not engaged at work, compared to only 13% which are. And 24% are ‘actively disengaged’, indicating they are unhappy and unproductive at work and liable to spread negativity to coworkers.

Do you want to know the secret of success? putting your people first… Discover practical ways to get your employees buzzed up, enhancing their working environment, showing them that you care will increase their performances ultimately your customer loyalty.

Happy Employees, happy customers, happy bottom line…

How to lose your customers’ love in 5 simple steps

Figures show that 9% of customers will stop buying from you because of your price, 14% because of their dissatisfaction and an astonishing 68% leaving because they perceived indifference from their favorite businesses.

Can you really afford to take your loyal customers for granted? Businesses must love their customers, all of their customers: the Advocates, the Apathetics and the Saboteurs.

In this realistic presentation I will show you what you shouldn’t be doing to unsure you keep your customer buying from you, returning to you and recommending you.

Designing environment to impact human care

Your business will only differentiate itself and add value for its customers by focussing on the highest levels of the “emotional drivers” of customer satisfaction. 

Let’s take a look at your environment and create Sensorial experiences with harmonious workplaces, retail spaces, hospitality environments by making simple but powerful changes which will increase your employees’ productivity, wellbeing, reduce sickness, churn, and so many more benefits for your people. Leaving your customers with positive, trusting feelings toward your business,  increase their loyalty and your brand awareness, ultimately impact human care.

Nurturing your customer loyalty through emotional drivers

A smile and a welcome is simply not enough to be considered ‘good customer service’ in today’s competitive retail industry, and businesses must give their employees the tools to deliver exceptional customer service consistently.

Discover the core principles to apply to delivering caring service through emotional drivers by following my CARED framework to  increase customer satisfaction, keeping them returning to you, recommending you, promoting you to their friends and family, ultimately driving your brand and customer loyalty.

En Français

En Francais ou en Anglais, si vous organisez une convention, une conférence ou recherché à motiver vos employés; ma grande expérience dans le domaine de la relation client et le développement de la Culture du Service attentionnée, vous animera votre journée et vous donnera le Buzz dont vous avez besoin.

Engagés, inspirés, motivés, les employés qui se sentent bien ne servent pas seulement leurs clients, mais ils se soucient vraiment de leurs besoins : c’est ce qui augmentera la fidélité de vos clients, et, en fin de compte, votre chiffre d’affaire. Selon un sondage Gallup, 63% des employés ont déclaré qu’ils ne sont pas engagés au travail, contre seulement 13% qui le sont. Stupéfiant, non ? Et 24% sont ‘activement désengagés’, ce qui indique qu’ils sont malheureux et improductifs au travail et susceptibles de propager la négativité à leurs collègues. Voulez-vous connaître le secret du succès ? Priorisez  vos collaborateurs… Découvrez des moyens pratiques and dynamiques de sensibiliser vos équipes à l’importance de l’expérience client, augmentez vos relations personnelles, montrez-leur que vous vous souciez d’eux : plus fidèles, ils deviendront également plus performants. Des employés satisfaits, des clients satisfaits, des résultats plus que satisfaisants…

Where have you seen me…

I have spoken at several regional and international events including:

  • Valued Employees drive Customer Loyalty Customer Loyalty Conference, Gothenburg, February 2020
  • Lead with the Yin, Manage with the Yang, CX Summit 2019, Kuala Lumpur, Malaysia, November 2019
  • How to lose your customers’ love in 5 simple steps, World Marketing Congress, November 2019
  • Employees’ engagement increase creativity, Energy Conference, Slovenia October 2019
  • Designing Experiences to optimize customer’s emotional System, 26TH NATIONAL RETAIL CONFERENCE & STORES ASIA EXPO 2019 (NRCE), Philippines, August 2019
  • Raising the importance of Customer Service, Connected Women, Manila, August 2019
  • Customer Centricity HR, Philippine 12th HR Summit, Manila, August 2019
  • Lead with the Yin, Manage with the Yang, 3rd Convention Philippine Association of Professional Speakers (PAPS), Manila, August 2019
  • Effective Goal Settings with NLP and Feng Shui, Citi Bank, Jersey, April 2019
  • Philippines Association of Professional Speakers (PAPS), Stop Serving-Start Caring, Manila, Philippines, April 2019
  • Franchise Asia Conference, Building Brand through exceptional customer experiences, Manila, Philippines, March 2019
  • 745 Breakfast Club, Creating a Caring Service Culture, Jersey, January 2019
  • Delivering exceptional customer experience, why? Mumbai, November 2018
  • ‘Mettez vos clients au coeur de vos entreprise’, Lyon, France, October 2018
  • 745 Breakfast Club, Jersey, CI, September 2018
  • Mums’ Entreprise RoadShow, Manchester, UK, June 2018
  • Franchise & Retail Forum, Casablanca, Morocco, April 2018
  • MumSpace, Jersey, January 2018
  • Asia Pacific MSPA 15th Annual Conference, Beijing, China, November 2017
  • Highland College, Jersey, October 2017
  • Hautlieu School, Entrepreneur’s Week, November 2017
  • HSBC Internal Customer Week, Jersey, September 2017
  • Love Live Circle, Jersey, September 2016
  • Networking Masterclass, Jersey, June 2015
  • European MSPA Conference, Riga, May 2015
  • The Jersey Chamber of Commerce Breakfast, Jersey, November 2014
  • The Whiteley Association, Jersey, October 2014
  • 745 Breakfast Club, Speed Buzzing, Jersey, October 2014
  • The Customer Service Awards Seminar, Jersey, September 2014
  • The CI Change summer event, Jersey, July 2014
  • European MSPA Conference, Athen, May 2014
  • Women Institute (WI St Helier), Jersey, April 2013
  • 745 Breakfast Club, Jersey, February 2012
  • RBS International, Jersey, October 2011
  • Institute of Directors lunch, Jersey, May 2010

What do they say…

Chris Lim​ Overall Co-Chair, Franchise Asia Association, Director Francorp, PH

With a mix of theory and practical tips, Claire is able to captivate audiences to think about the customer first. Her passion for creating a service culture and then ensuring that this culture reaches the front lines inspires business owners to put customer service at the heart of their companies

Julie Todd, The Customer Service Awards

We recently had the pleasure of Claire leading a session for our managers on how to network effectively. Claire’s delivery of this key business skill to be wholly interactive and engaging and she had us all buzzing in no time. The team left the session feeling inspired and, as a business, we know that some of the team had developed new techniques whilst others have honed their expertise in this area.

Steve Gladdish, HSBC Bank International Limited

“Despite a few technical hitches with the presentation, which Claire had no problem in overcoming (which may well have thrown many other people off track), she gave a very lively and passionate talk on customer experience drawing upon her indepth experience in a wide range of roles and her work as a mystery shopper. It was also good to hear Claires experiences as a customer where things have gone well and when they didn’t”

Nikolett Jones

“Claire is electrifying public speaker. Her passion for the subject matter is infectious. In just 20 minutes, my event attendees gained a fresh perspective on how to network successfully, they learned about effective communication and customer satisfaction. I highly recommend Claire and her magnetic approach. Nikolett Jones, International Health and Lifestyle Coach, Host of Love List Circle Wellness Events.http://www.nikolettjones.com/

Jo Buchanan, Head of Communications, Marbral Advisory

“Claire’s Networking Masterclass was really insightful. As someone fairly confident with networking there was so much more to consider than I had first thought. Thanks to Claire’s talk, I will be far more prepared for the next networking opportunity that comes my way”

Alain DUBREUIL, Governor, MSPA Europe

Claire a fait une intervention remarquée à la Conférence annuelle de MSPA Europe : non seulement le contenu de ses propos était original et intéressant, mais son charisme et ses qualités d’animatrice ont su captiver un auditoire de professionnels exigeants.

Martha Bernstein, Whiteley Association, The Senior Professional and Business Women’s Organisation

A few months ago Claire Boscq-Scott used her personal experience to guide a group of Whiteley Members through the pros and cons of using Social Media for work. Many of the members were very sceptical of the value of Twitter, Facebook and other programmes but by showing how to actually get involved and by allaying the fears of the ladies about security and other issues a number of new twitter feeds started that evening. The calm and clear way in which Claire directed the novices in the art of a “tweet” or a “post” was instrumental in getting the ladies started. The evening was a great success and proved that in a safe and friendly environment the fear of appearing a techno dunce could be overcome and many of the members admitted afterwards that they would consider using one of the methods more actively in the future.

Tim Rogers, Founder/Curator, ciChange.org

Claire Boscq-Scott is an excellent and passionate speaker who is well informed, helpful and insightful. It is doubtless that these qualities made her a winner for the IoD Director of the Year Award in 2014 and a sought after speaker on “customer service”. ciChange is a not-for-profit forum for ideas and discussion, about all aspects of Change Management, including people, processes, teams and leadership. We were delighted when Claire Boscq-Scott accepted our invitation to speak at one of our Breakfast Briefings. The presentation was well received with much audience participation and good feedback. I would be delighted to recommend Claire Boscq-Scott as a speaker on “customer service”.

Julie Todd, The Customer Service Awards

We organised The Customer Service seminar in September 2014, a month before the Customer Service Awards and a stellar line-up of speakers told the engaged audience of their professional experiences with customer service. Over 50 delegates attended and feedback was highly positive. One delegate commented that Claire Boscq-Scott’s presentation, which took us ’round the word’ was a bright and positive presentation, with real impact, and it set the scene for the event as a whole.

Claire is on a mission to inspire businesses to thrive by bringing more care into what they do, alluring the senses to connect with employees and customers on an emotional level; enhancing business environments, increasing employees’ engagement and customer loyalty, through sensorial experiences.

Listed No 5 in the Top 30 Global Customer Service Gurus and No 10 UK CX Influencer, Claire is an authority in the Customer Experience Industry, Caring in Business Specialist and Sensory Queen, she brings a more holistic approach to Employee & Customer eXperience. She is a Keynote Speaker, Consultant & trainer.

Claire is the author of two books, Thrive with the Hive and Thriving by Caring, with its Audible version and its French version Prospérer en étant attentionné.

Claire also offers a range of online training and a Mystery Shopping and Customer Experience Franchise opportunity.

 

Want to be enthused to thrive?

Call me: + 44 7797 828950 Email: hello@claireboscqscott.com

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