Jersey is setting Customer eXperience Standards with the official launch of the SMILE Standards, a framework designed to elevate customer experience standards across the island.
The JCX Alliance, founded by No 2 ‘Customer eXperience Global Guru’ Claire Boscq, is heading this movement to provide businesses with clear benchmarks for service excellence, ensuring Jersey thrives in an increasingly competitive market.
With Jersey’s Customer Satisfaction Index currently at just 49%, the launch of the SMILE Standards comes at a crucial time for the island’s economy. These standards—Service-Oriented, Mindfulness, Integrity, Listening, and Excellence—are designed to help businesses build stronger customer relationships, drive loyalty, and position Jersey as a leader in world-class service.
The event, hosted at Lido Jersey, will bring together business leaders, service professionals, and industry changemakers who are committed to raising the standard of customer experience across retail, hospitality, and service sectors.
Key highlights of the event include:
- Opening Remarks from Marcus Calvani. Co-CEO of the Jersey Hospitality Association & Owner of The Lidos, Marcus will set the stage for an evening dedicated to driving excellence in customer experience. As a leader in the hospitality sector, he will share insights on the importance of CX for Jersey’s businesses and economy, highlighting why raising service standards is essential for long-term success.
- Presentation by Cassidy Mason: Founder of Cassidy Mason Consulting, exploring the ROI of Smiling and how simple service interactions can significantly impact business success.
- Keynote Speaker – Rich Mulholland: Internationally renowned speaker and founder of Missing Link, will deliver an inspiring keynote on how businesses can turn ordinary service into unforgettable experiences through relentless relevance.
- Unveiling of the SMILE Standards: Claire Boscq, Founder of the JCX Alliance & CX Activator, will introduce the framework and explain how businesses can implement these principles to improve customer experience.
- Networking: Attendees will have the opportunity to commit to elevating CX in Jersey by becoming part of the growing JCX Community.
Claire Boscq, Founder of the JCX Alliance, said: “Jersey is a beautiful island, but if we want to remain competitive and future-fit, we must raise our standards when it comes to Customer eXperience. The SMILE Standards provide businesses with a clear framework to follow, ensuring that both islanders and visitors receive the outstanding service they deserve. This is not just about customer satisfaction—it’s about making Jersey a global leader in service excellence.”
More information about the Jersey Customer eXperience Standards launch event can be found here.
