The inaugural Jersey Customer Experience Conference, sponsored by Channel Eye, was held in St Helier on Thursday 10th October.
The event was hailed as a resounding success, uniting over 70 business leaders, industry experts, and innovators from across the island to drive a new movement in customer experience.
Hosted by the newly formed JCX Alliance, the Jersey Customer Experience (JCX) Conference marked a pivotal moment in elevating customer service standards on the island.
The conference highlighted key themes critical to transforming the customer experience landscape in Jersey, including training programs for employees, customer journey mapping, and the importance of understanding and meeting customer expectations. A particular focus was placed on using digital tools to enhance both the customer and employee experience, while fostering a culture of empathy and care across all industries.
Andy Firth, VP of MSPA Africa/Europe and Head of Advisory and Analytics at IPSOS, flew in for the event and was enthusiastic about Jersey’s potential to become a leader in customer experience excellence. “It was a privilege to be part of this transformative event.
“Jersey has incredible potential to elevate customer experience, and I can already see how this movement is gaining momentum. Using Mystery Shopping to measure the service is only one tool in a bigger CX eco-system and we need to encourage organisation to develop real customer experience strategies,” said Andy.
Customer experience excellence starts from within
Alison Edgar MBE, a performance expert, author and keynote speaker, shared her insights on the connection between productivity and CX delivery. “Customer experience excellence starts from within. From individuals to teams and leaders, everyone has a role to play.
“When we create productive, supportive environments, we empower employees to deliver exceptional service. It’s about alignment at all levels of an organisation – that’s what drives meaningful, long-lasting change in customer experience.”
Claire Boscq (shown in the main picture), Founder of the JCX Alliance, emphasised that the conference was just the beginning of a larger initiative to activate change across the island. She explained: “The JCX Conference marks the start of a movement that will transform the future of customer experience in Jersey. This isn’t a one-time event – it’s about building a community of businesses that are committed to creating better customer experiences through Jersey CX standards, digital innovation, and by truly caring for both employees and customers. There’s a lot more to come.”
Attendees were encouraged to join the JCX Alliance, a community created to unite businesses in their journey towards creating a customer-centric culture. The alliance will provide resources, expert partnerships, and a platform to share best practices, including the development of Jersey-specific CX standards.
The event featured live and virtual Keynote Presentations and insightful discussions, addressing the growing need for businesses to adapt to evolving customer expectations.
Training and development programmes were presented as key components for creating sustainable, customer-centric organisations, with a strong emphasis on how empathy, care, and digital solutions can help businesses enhance their customer experience offerings.
The JCX Conference also served as a launchpad for the development of Jersey’s first-ever CX Standards, which will provide a roadmap for businesses aiming to improve their service quality and customer satisfaction. These standards will be a cornerstone of the JCX Alliance’s mission to elevate the overall experience for both employees and customers.
As the event came to a close, attendees left inspired and ready to be part of the movement that will lead Jersey to becoming a beacon of customer experience excellence.
