Shep interviews Aaron Cannon, co-founder and CEO of Outset. He talks about how AI-moderated research moves beyond traditional surveys to deliver relevant, nuanced customer feedback and customer-centric experiences. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. How is AI-moderated research interviews are transforming customer feedback? 
2. What are the main differences between AI-moderated interviews and standard surveys? 
3. In what ways can AI provide a deeper understanding of customer motivations and experiences? 
4. How does "visual intelligence" add value to customer experience research? 
5. How can AI help companies reduce survey fatigue among customers? 

Top Takeaways:   

• AI-moderated research gathers insights from customers through interviews that feel more like a conversation than a traditional survey.  
• Traditional surveys usually ask participants to pick a number, an option from a multiple-choice question, or to rank something. AI-moderated research goes beyond this by digging deeper and asking follow-up questions, enabling customers to provide the full picture by explaining their choices in their own words.  
• Trust is very important in collecting feedback. While opt-in participation should be the norm, make sure to let your customers know that their data privacy and security are a priority when they share their feedback.  
• AI tools help marketing and CX teams expand their reach by making it possible to have in-depth conversations with thousands of individual customers without needing a large team. This means organizations can cover a wide range of backgrounds and opinions, including outliers, to understand their customers better.  
• Context makes feedback more actionable. For example, if a customer's flight is delayed, AI can include this context in conversations so that it can collect feedback that is more specific and personalized.  
• AI-moderated research can feel more like a two-way conversation than just checking boxes on a form. AI can even escalate issues, so human support can jump in when needed.  
• Plus, Shep and Aaron discuss how listening to diverse customer voices can help companies make smarter decisions and gain happier customers. Tune in! 

Quote:  

"When the right questions are asked, people are willing to share deeply, even with AI. Good questions elicit thoughtful, honest responses." 

About:   

Aaron Cannon is the co-founder and CEO of Outset, an AI-moderated research platform that helps enterprise teams at companies like Microsoft, Uber, and Google gain deeper customer insights. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   

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Shep interviews John Kim, CEO of Delight.ai. He talks about moving beyond simple automation to create personalized, proactive interactions that build trust and delight customers. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. How is AI transforming customer experience across different industries? 
2. What are the benefits of automating customer service processes?
3. Can AI enhance human interactions in customer support roles? 
4. What is the concept of an AI concierge in modern customer experience? 
5. How does technology help personalize customer interactions for businesses? 

Top Takeaways:   

• AI's real value is empowering humans to be there for each other. For example, when healthcare workers spend less time completing charts and manually processing lab results, they can spend more time with their patients.  
• Automation through AI should remove repetitive, mundane tasks, freeing humans to devote more time and attention to meaningful interactions and care. 
• Some customers and employees hesitate to embrace AI, fearing that machines will do everything, leaving no room for human interaction. However, there are tasks that do not require human involvement, such as updating passwords or scheduling appointments. These tasks can be given to AI tools to free up time for tasks that require empathy and the human touch. 
• Customers don't dislike AI. They hate having to repeat themselves, being stuck in a loop, and wasting their time. Automation should be designed to make it easier for customers to get help without jumping through hoops and to be intelligent enough to seamlessly hand over when the technology on its own cannot solve the problem. 
• People want to know that the information they get from AI is accurate, private, and secure. Even a single major mistake from an AI can quickly erode trust, so businesses need systems to ensure their AI is reliable for everyone.  
• Customers like doing business in places where "everyone knows their name." AI can help scale this connection by helping employees remember and understand their customers as individuals. AI can augment employees' capabilities by providing access to customer history, assisting with current transactions, and anticipating future needs.  
• AI empowers companies to move beyond a reactive approach to proactive service by anticipating customer needs and addressing issues before customers even reach out. For example, if a customer gets disconnected in the middle of a support call, AI tools can proactively send them a text message with options to seamlessly pick up where they left off.  
• Because AI can analyze large amounts of information in real time, companies can be more attentive to their customers, resolving potential issues, reminding them of relevant information, and making tailored recommendations. 
• In the past years, convenience has been enough for most customers to do business with a company. But nowadays, it is a requirement.  
• The future of AI in customer service is not just about making things faster or easier. It is about creating delightful experiences. A balance of automation, personalization, proactive service, and trust is what makes customers feel valued. 
• Plus, Shep and John share more insights on what it takes to go from customer support to concierge-level service. Tune in! 

Quote:  

"Customers don't hate AI. They hate wasted effort."  

About:   

John Kim is the CEO of Delight.ai, an AI concierge platform with persistent memory and omnichannel continuity. Delight.ai is backed by Sendbird and trusted by over 4,000 brands, including DoorDash and Yahoo Sports. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   

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Shep interviews Jen Grant, Chief Marketing Officer at Quiq. She talks about how intentionally designed AI, combined with human empathy, can create effortless, personalized experiences at scale that customers embrace. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:  

1. How can businesses prevent AI from making customer service mistakes? 
2. How can personalization through technology enhance customer loyalty? 
3. Why is an effortless customer experience crucial for building loyalty? 
4. How can technology help anticipate customer needs? 
5. How has customer willingness to interact with AI changed over time? 

Top Takeaways:   

• Artificial intelligence is a powerful tool for improving the customer and employee experience when it is designed with intention. Just as human agents need training, AI tools need enterprise controls, verification checks, and simulations to make sure they provide the right information and respond appropriately to customer needs.  
• More customers now consider interactions with AI to be part of the norm. But some are still hesitant to embrace it because of past frustrations with outdated systems, like confusing phone trees or long waits in loops they associate with all types of technology. 
• When interactions with technology, such as AI tools, create effortless experiences, customers are more willing to use them. Companies need to educate customers on how to use their technology and self-service solutions to improve their experiences.  
• Make it easy for customers to do business with you. This applies to every part of the customer's journey, not just technology.  Customers want answers and help fast. Give it to them with as little effort as possible. 
• Human empathy remains important, especially in high-stress situations. Customers need to be comfortable with how they are being helped and supported, whether it is AI, a human agent, or both working together. In stressful situations, customers appreciate the reassurance that a human agent will be there to provide empathy and assist them when tech-powered solutions are not working. 
• Technology should not replace people. Good technology makes it easier for employees to help customers and faster for customers to get solutions. 
• Personalization and empathy can be scaled through technology. Human employees can only remember so much. Technology can help them have instant access to a customer's data and history. When technology recognizes returning customers, anticipates their needs, and connects their history to current interactions, it replicates the feeling of being known and valued.  
• Plus, Shep and Jen talk about what could happen if companies began customer service interactions with a human for empathy, then transitioned to AI for efficiency, rather than forcing customers through automation before reaching a person. Tune in! 

Quote:  

"AI agents need clear guidance and verification checks to stop 'hallucination.’ It is important that if AI goes off track, companies need to catch and correct it before it gets to customers." 

About:   

Jen Grant, Chief Marketing Officer at Quiq. She has held executive leadership roles, including CEO, COO, and CMO, as well as senior marketing positions at Appify, Box, Cube, Dialpad, Elastic, Google, and Looker. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.  

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Shep interviews Sam Silverstein, founder of The Accountability Institute®. He talks about building a strong, no-excuses culture that starts with leadership and impacts both internal and external customers. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. Why is ownership and accountability so critical in resolving customer complaints effectively? 
2. How can companies build a no-excuse culture in their teams? 
3. How can leaders set the standard for accountability in customer service? 
4. What’s the difference between a tactical and a relational commitment in serving customers? 
5. How does internal company culture affect the service customers receive externally? 

Top Takeaways:   

• The "No Excuses for a Day Challenge" encourages individuals, teams, and entire organizations to commit to going one full day without making any excuses. It is about creating awareness of how often we may unconsciously make excuses and shifting the focus on taking ownership and responsibility. 
• A "no excuses" culture starts at the top. Accountability is inspired. If a leader is not leading by example, it is difficult to expect it from the rest of the team.  
• Excuses like “It’s our policy” or “It’s not my department” don’t just annoy customers. They cost businesses money.  
• When something goes wrong, acknowledge it, apologize, explain what happened, take accountability, and share specifically what will be done to resolve it. These five steps help shift the focus from excuses to accountability, taking action, and rebuilding trust. 
• Building an accountability culture isn’t just for the frontline. Everyone in the organization needs to own their part in serving both internal (their team) and external customers. 
• How employees are treated within an organization is felt by customers on the outside. Employees cannot be treated poorly and then expected to deliver exceptional customer experiences. 
• Plus, Sam shares more insights from his latest book, No Excuses for a Day: The One-Day Challenge That Will Transform Your Life, Relationships, and Organizations. Tune in! 

Quote:  

"Service is an honor. Even if an issue does not belong to my department, if there is an opportunity to make something right for the customer and make them smile, it is an honor to make them happy." 

About:   

Sam Silverstein is the founder of The Accountability Institute® and creator of the Fractional Chief Culture Officer™ program. He is the author of 15 books, including No Excuses for a Day. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. 

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Shep interviews Jenni Hawkins, Vice President of Customer Care for Gas South. She discusses human-led customer service, employee engagement, and community involvement to deliver exceptional customer experiences. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. How can balancing technology and personal interaction improve customer loyalty? 
2. How does a strong internal culture impact the overall customer experience? 
3. Why is it important to offer customers a choice between AI tools and human interaction? 
4. How can handwritten notes or personalized follow-ups boost brand loyalty? 
5. How are emerging technologies like AI used to support, not replace, employees? 

Top Takeaways:   

• Human-led customer service creates stronger connections with customers. Even as AI and technology advance, many customers still want the option to speak to a real person, especially for sensitive or complex issues.  
• While investing in AI enhances the customer experience, providing easy access to human support helps build trust, resolve issues efficiently, and build customer loyalty. 
• While many companies are turning to AI and self-service channels to cut costs, the most effective approach is to use technology to assist, not replace, customer support teams. AI tools and chatbots can handle routine inquiries and streamline processes, allowing agents to focus on building relationships, offering empathy, and solving complex problems. 
• When it’s possible, employing customer care staff within the same communities they serve provides a significant advantage to both the company and its customers. Local teams have firsthand knowledge of regional regulations, weather patterns, and community-specific concerns. They can relate to customers on a more personal level, anticipate needs, and respond to unique local situations with empathy.  
• An organization's internal culture directly impacts the customer experience. When companies invest in their teams, employees become more engaged and committed to the company’s mission.  
• Low employee attrition and high job satisfaction translate into more engaged agents who use their experience and empathy to better serve customers and contribute to a strong, positive brand reputation. 
• Personal touches like sending handwritten or personalized cards after customer interactions make a lasting impression. Even when automation is used to scale these efforts, cards that reference specific details from the customer's experience strengthen the sense of genuine care and appreciation that employees and companies have for them. 
• The State of Customer Service and CX study shows that most customers prefer to use the phone to resolve issues, especially when something goes wrong. This preference cuts across generational lines and is even more needed for emotional or complicated customer concerns. Even though self-service solutions boost efficiency, providing an easy way to speak with a real person when automation is not enough prevents frustration with impersonal digital-only solutions. 
• Customers love to do business with companies that contribute to their communities and support local causes. When companies are transparent about their community engagement, whether it’s through financial contributions or volunteering, it not only makes employees proud to work there but also builds trust within the community. 
• When leaders consistently embody the business's values and mission and actively support both customers and employees, the effects are felt throughout the organization. Employees become brand ambassadors, invested not only in day-to-day tasks but also in the company's larger purpose. It creates a workplace where employees want to stay, and customers want to do business.
• Plus, Jenni shares how Gas South has earned thousands of outstanding 5-star Google reviews. Tune in! 

Quote:  

"Embracing technology is important, but customers should always have the choice to speak to a human when they need to." 

About:    

Jenni Hawkins is Vice President of Customer Care at Gas South and has previously held leadership roles at Delta Air Lines, CBORD/Roper Technologies, and Delta Community Credit Union. Since 2021, Jenni Hawkins has helped Gas South achieve record customer satisfaction and thousands of 5-star Google reviews. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   

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Shep interviews Lisa Nichols, CEO and co-founder of Technology Partners and author of Something Extra. She discusses the importance of employee experience, leadership, and organizational culture in delivering exceptional customer experiences. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. What is the connection between employee experience and customer experience? 
2. How does company culture impact the way customers perceive an organization? 
3. Why is employee retention important for delivering consistent customer service? 
4. Why is consistency key to building customer trust and confidence? 
5. What role does leadership play in ensuring a positive customer experience? 

Top Takeaways:   

• How employees are treated within an organization directly impacts how customers perceive and experience the company. When employees feel valued, cared for, and seen, they bring that same energy to every customer interaction. 
• Employee tenure is an indicator of a healthy workplace, where people feel fulfilled and are unlikely to leave even when opportunities elsewhere arise. 
• The goal for leaders is to provide opportunities for growth that equip employees with the skills to thrive. Then create a work environment they love and don't want to leave.  
• Core values must be more than just words on a wall. A great work culture shows up in the hallways, meeting rooms, and customer interactions.  
• What happens inside the organization is felt by customers on the outside. The leadership, the organization’s mission statement, and the team must be aligned, because those on the front lines deliver the customer experience. 
• People want to know what to expect when they do business with you. Consistent actions and reliable results create trust, which is just as important as product quality.  
• The consistency and trust built over time make customers confident that, when mistakes occur, the company will address them openly and make things right. Customers don’t expect perfect performance, but they do expect reliability. 
• Successful leaders aren't afraid to ask questions or adopt new ideas. Some of the best lessons come from listening to other people's stories. Leaders who seek feedback and absorb wisdom from others consistently improve. 
• Plus, Lisa shares more insights from her book, Something Extra: Uncover Your Strengths. Unlock Your Potential. Unleash Your Impact. Tune in!  

Quote:  

"If we take care of our employees, they're going to take care of our customers, and then our success will follow." 

About:   

Lisa Nichols, CEO and co-founder of Technology Partners, is the author of Something Extra and a top-ranked podcast host, mentoring leaders to embrace the unique qualities that set them apart.  

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   

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Shep interviews Lisa Checchio, Chief Commercial Officer at EBG. She talks about how a hospitality mindset that is focused on making customers feel valued and appreciated, builds real loyalty in any industry. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. What is hospitality mentality, and how does it enhance customer experience in any industry? 
2. Are loyalty programs effective? 
3. Why is customer perception important to business success? 
4. How do word-of-mouth recommendations influence customer experience? 
5. How does company culture shape customer experience? 

Top Takeaways:   

• We can't talk about customer experience without talking about hospitality. No matter the industry, whether B2B, B2C, or government, the “hospitality mentality” is about making every interaction welcoming and memorable. At its core, hospitality is about making people feel valued, appreciated, and at home, regardless of whether they're a first-time visitor or a loyal customer. 
• A great customer experience comes from intentionally designing interactions that help people feel seen, heard, and comfortable. It's no longer just about products or services. Brands need to focus on making things easy for customers and creating genuine human connections, even in digital channels, so that every touchpoint feels welcoming and personal. 
• Focus with the end in mind. What matters most is how your customers feel and what they say about your brand when they leave.  
• Most loyalty programs are discount programs. The problem is that customers become loyal to the perks rather than to the company. So when the loyalty program is changed, or another company offers a better reward, customers walk away because they do not have a relationship with the brand. 
• Loyalty programs should go beyond points or discounts. True loyalty is built on relationships and trust. Customers return when they feel an emotional connection, not just because of rewards or perks. 
• A culture of hospitality starts inside the organization. Every employee, not just those in customer-facing roles, impacts the customer experience. A strong internal culture, from the frontlines to behind the scenes, helps create a consistent, welcoming experience that reflects the company’s values. 
• Find ways to make your online or digital experiences as welcoming and personal as face-to-face interactions. Even as digital tools make things more efficient, people still crave human touch and connection.  
• Plus, Shep and Lisa discuss why word of mouth inspired by amazing experiences is the most powerful marketing a brand could have. Tune in! 

Quote:  

"Loyalty is not just a program. It’s a relationship. We can't expect customers to be loyal simply because we ask them to. Loyalty is earned through trust. We need to give them reasons to stay and reward them for being ambassadors who share our brand with others." 

About:   

Lisa Checchio is the Chief Commercial Officer at EBG. She oversees entertainment, travel, and shopping platforms that create valuable experiences and savings for employees and members. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.  

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Shep interviews Jeannie Walters, Founder of Experience Investigators. She talks about why intentional leadership and a clear customer experience mission are essential for building proactive customer experiences in today's AI-driven world. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. Why is it essential for companies to define their customer experience mission statement? 
2. How can organizations align their mindset and strategies to improve the customer journey? 
3. How can artificial intelligence amplify both positive and negative customer experiences? 
4. Why is every customer complaint considered a cost center for businesses? 
5. How does proactive customer experience lead to profitability? 

Top Takeaways:   

• Experience is everything in today’s competitive environment. By defining a clear customer experience mission, leading with intention, using proactive strategies, and thoughtfully utilizing technology, organizations can create memorable experiences that keep customers coming back. 

• Organizations often have good intentions around customer experience, but real results come from intentional leadership. It's not enough to simply want to serve customers well. The mindset, strategy, and discipline of leadership must be aligned to drive consistent outcomes. 

• You can't deliver what you don't define. Every organization needs a customer experience mission statement. Because if we are not aligned, we will rely on judgment calls based on individual values and backgrounds, leading to inconsistent customer experiences. 

• The customer experience mission statement is all about the heart of the organization. It is not about the products, but about what we are doing with them to improve our customers' lives and businesses. It should answer two questions: Who are we to our customers, and how do we show up for them, no matter what? 

• Many companies operate in a reactive mode, resolving issues only when customers complain or ask for help. This is costly and inefficient. Proactive customer experience is intentional and designed to help prevent problems before they happen, turning customer experience into a growth driver rather than just a cost center. 

• Failing to address recurring customer complaints costs organizations time and money. Customer support teams should use complaints as signals on what elements of the customer's journey need improvement. 

• Artificial intelligence is a powerful tool, but it’s not a strategy in itself. It amplifies whatever processes and experiences are already in place. If organizations automate bad processes, they simply amplify customer frustration. AI should be thoughtfully integrated to enhance the customer journey, not just to reduce costs. 

• Jeannie offers early buyers an exclusive invitation to her book club, a companion booklet, and advance access to chapters of Experience is Everything. Check it out at experienceiseverythingbook.com. 

• Plus, Jeannie and Shep treat listeners to more insights from Experience Is Everything. Tune in! 

Quote:  

"Every complaint is a cost center because it could mean extra resources are spent on problem-solving instead of growth." 

About:   

Jeannie Walters, CCXP, CSP, is the Founder of Experience Investigators, an award-winning customer experience expert, author, and keynote speaker. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   

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Shep interviews Alex Levin, CEO and co-founder of Regal. He talks about how AI-driven voice technology is transforming customer experience by making brand interactions more personal, efficient, and human-like. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. How is AI revolutionizing voice-based customer interactions in modern contact centers? 
2. What are the advantages of using voice over text for customer engagement? 
3. How can AI-powered agents improve customer satisfaction and retention rates? 
4. What role does personalization play in building a strong customer experience? 
5. How are businesses leveraging new technology to proactively reach out to customers? 

Top Takeaways:   

• AI-powered voice technology is creating customer experiences so lifelike that they're almost indistinguishable from human agents. This is not created to deceive customers but to provide great experiences, and with the transparency that should come with interacting with AI. 
• Despite all the advancements in texting, chatbots, and automation, the majority of customers still prefer to interact by voice, especially when they have complex or urgent issues. Since humans often think and speak faster than they type, voice interactions allow customers to have richer, more nuanced interactions with the brands they do business with. 
• AI-powered agents can remember every detail of a customer's history and use that to solve real-time problems. They can predict needs and personalize conversations at scale. This level of personalization is reminiscent of the “good old days” when support and sales agents knew their customers personally, but at a scale that wasn’t possible before. 
• Building trust with AI often happens within the first ten seconds. Transparency about when customers are interacting with AI is important. The most successful AI experiences are those that match or exceed human-level service, especially in building trust and rapport. 
• The cost for businesses using AI for customer support has drastically decreased. This opens new opportunities for businesses to reach customers they were unable to serve before. More than just a cost-cutting tool, AI is a tool for growth. 
• Current AI agents can independently handle about 97% of customer interactions across complex industries such as banking, insurance, and healthcare. Customers are already responding to positive AI experiences by becoming more loyal and trusting of those brands.  
• Plus, Shep and Alex discuss how brands that are early adopters of advanced AI voice agents will set a new benchmark for customer expectations. Tune in! 

Quote:  

"The easiest way to engage with a brand when you're in the moment of need is voice. You talk faster than you type. When you have an issue, like your credit card being used incorrectly or a missed delivery, you want to talk on the phone, not type it out.” 

About:   

Alex Levin is the CEO and co-founder of Regal, a company that helps enterprise brands reconnect with customers through AI-driven voice and text experiences. His approach centers on building trust and improving outreach, enabling brands to drive revenue through more timely, personal engagement. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   

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Shep interviews Sam Wilson, Chief Executive Officer of 8x8. He talks about the evolving role of AI in business communications and why customer experience professionals should be recognized as revenue generators rather than cost centers.  

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. What impact does self-service technology have on customer satisfaction? 
2. How can AI self-service and human support work together effectively?  
3. What drives customers to switch companies due to poor self-service? 
4. What makes customers more forgiving of mistakes by human agents than AI systems? 
5. Why should businesses view customer service as a revenue center rather than a cost center? 

Top Takeaways:   

• Relying exclusively on self-service or automation is not enough. Customers should always have a way to speak to a real person when technology can’t meet their needs. AI-powered solutions work well for routine requests, but there must be a seamless failover to a human agent when things get complicated or the customer is dissatisfied. 
• California has enacted a law requiring companies to offer a quick, clear option for customers to connect with a human representative if their self-service solutions, often powered by AI, don’t deliver satisfactory results. 
• AI and automation in customer service are growing, reducing the volume of easy, repetitive cases handled by humans. More complex and sensitive issues are go to human agents and as a result, today’s customer support agents are required to handle more complex issues and provide a higher level of expertise and empathy, making them specialists rather than agents. 
• The customer support department is a revenue center. Delivering consistently excellent experiences leads to higher retention rates, repeat business, and positive reviews.  
• Customers of different ages have distinct preferences for how they interact with support. Older customers lean towards phone support, while younger generations prefer chat or digital channels. But both demographics still want the assurance of being able to call a support agent if their problem isn’t resolved online. 
• Leading companies like Amazon have set the standard for customer support by combining AI for routine tasks with proactive escalation to human agents when needed. They have created a seamless customer experience by enabling quick, easy connection with knowledgeable support agents and avoiding the need to repeat themselves to get their issue resolved.  
• Regular customers sustain and grow a company. Regular customers drive steady revenue and are typically the brand's biggest advocates. 
• The future of customer service lies in integrating effective technology with empowered employees. Companies that invest in effective digital solutions and well-trained customer specialists are best positioned to create positive experiences, adapt to customer preferences, and succeed in a competitive marketplace. 
• Effective customer support isn’t rocket science. The technology exists today to empower both businesses and consumers with choice and flexibility, and it is more affordable than it was five or ten years ago. The real differentiator is the willingness to implement these solutions and put the customer’s needs first.  

Quote:  

"One of the great mistakes tech companies make is we talk too much about features and don't talk enough about our customers."  

About:   

Sam Wilson is the Chief Executive Officer of 8x8, with over 25 years of experience in finance, investment, and sales. He has held several key leadership roles at 8x8, including Chief Financial Officer and Chief Customer Officer. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   

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Shep interviews Megan Glasow, Vice President of Salesforce at Perficient. She talks about how companies can use AI to enhance the customer experience by blending technology with human touch, updating outdated processes, and measuring value. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. What role does AI play in transforming modern customer service processes? 
2. How can companies effectively balance automation and human interaction? 
3. What are the risks of automating outdated or inefficient business processes? 
4. Why is a proactive approach important in delivering excellent customer experiences? 
5. How can organizations measure the value of new customer experience technologies? 

Top Takeaways:   

• Don't automate what Glasow calls “crap processes.” Before layering in AI and other digital tools, organizations must simplify and improve their existing processes. If a workflow is confusing or inefficient to handle manually, automating it will only spread the frustration to employees and customers more quickly. 
• Transformation is not just about buying new technology. It means sitting down with your customers to understand where they are and where they want to be. It is partnering with your customers to create the vision, the process, and the outcomes together. 
• Frontline employees are frequently blamed for poor service. But the real issue is often the outdated infrastructure and processes behind them. 
• In adopting an AI-first strategy, look across the organization and identify where intelligence, automation, and augmentation can improve efficiency, and customer interactions. Successful companies are not replacing people with AI. They are combining smart, AI-powered systems with capable, empathetic employees.  
• Customers will choose the simplest path every time, whether that’s self-service or talking with a real person. If you make it easy for your customers, they will keep coming back. 
• Use AI as a tool to become more proactive, not just more efficient. Use it to anticipate what customers might need next, so you’re ready with solutions before they even ask. This allows human agents to focus on moments that require empathy, creativity, and understanding.  
• Align your team, from the leadership to the frontlines, around a clear vision for the customer experience you want to deliver. Decide on the experiences you want to create, then mobilize your people and AI to make that a reality. 
• Plus, Shep and Megan discuss why organizations need to be "customer zero" for new platforms they want to implement for their customers. Tune in! 

Quotes:  

"When designing your customer journey, consider what should be handled by AI, what should be handled by humans, and how they should work together to enable your employees to provide a more empathetic customer experience."  

About:   

Megan Glasow is the Vice President of Salesforce at Perficient. With deep experience in the Salesforce ecosystem, she helps organizations drive AI-first transformation initiatives. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.  

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Shep interviews Stephen Baer, Co-Founder and Managing Partner of Engagency. He talks about his new book,  Stickology, and how building strong emotional connections and engaging both employees and customers leads to lasting loyalty. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. How does internal employee engagement influence external customer experience? 
2. Why is it important for organizations to go beyond surface-level personalization in delivering customer experiences? 
3. How can companies strike the right balance between friendly service and convenience to create lasting loyalty? 
4. How can organizations move from transactional interactions to building relationships with their customers? 
5. Why is it essential to invest in employee experience to drive customer satisfaction? 

Top Takeaways:   

• Internal engagement is the foundation of strong customer loyalty. What happens inside your organization is always felt by your customers on the outside. If your employees are engaged, respected, and motivated, customers feel that in every interaction with your brand.  
• When organizations invest in their people, the result is better service and stronger customer relationships because empowered employees have the confidence to go above and beyond for customers.  
• Engagement isn’t just good for workplace culture. It’s good for business. Companies that focus on both employee and customer engagement see more revenue, higher employee and customer retention, and outpace their competitors.  
• It’s easy to form a connection, but lasting loyalty requires deeper engagement. Connections made quickly can fall apart just as fast if the next interactions are inconsistent. Genuine engagement takes time and is operationalized so it ingrained in the culture and felt in every interaction. 
• Personalization by itself, even when powered by advanced technology, is not enough to build lasting loyalty. Relying on algorithms alone will expose a brand to being outgrown by its customers or out-innovated by its competitors. Customers stick with brands that make them feel emotionally connected and valued. Human elements, not just algorithms, are what creates long-term fans.  
• Convenience is no longer a unique advantage. It is an expectation. Today’s customers want easy, seamless interactions everywhere they shop. To stand out, businesses need to pair convenience with authentic, memorable service.  
• Customers are going to talk about their experience with a company. When employees are engaged, they create advocates, customers who often spend more, and are more likely to recommend the business to others.  
• Plus, Stephen shares more insights from his book, Stickology: How to Build Unbreakable Connections with Employees and Customers for Life. Tune in! 

Quote:  

"It's not just about connecting. It's about building a relationship. It's about making that person feel seen, heard, valued, and empowered, whether they are a customer or an employee. It takes time, but the bond holds together stronger." 

About:   

Stephen Baer is the author of Stickology: How to Build Unbreakable Connections with Employees and Customers for Life, and the Co-Founder and Managing Partner of Engagency.  He has 30 years of experience in behavioral science and engagement from leadership roles at companies such as The Game Agency, Atari, and GE. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.  

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Shep interviews Vinod Muthukrishnan, Vice President & General Manager of Webex Customer Experience at Cisco. He talks about how AI is moving from a technology tool to a collaborative coworker that helps businesses personalize service, automate routine tasks, and close the customer experience gap. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. How can AI create a human-centered customer experience? 
2. How is artificial intelligence transforming customer service interactions? 
3. What are the most effective ways to use analytics to improve customer support and reduce unnecessary contact center calls? 
4. How can automation help resolve frequent customer complaints, such as long wait times or repetitive interactions? 
5. Why should companies rethink traditional metrics, such as average handle time, when evaluating customer service performance? 

Top Takeaways:   

• AI has evolved from being just a tool to becoming an actual coworker. It can handle routine tasks and take on responsibilities like note-taking during meetings, freeing up a lot of employees' time. This shift is radically transforming how we engage, connect, collaborate, and communicate with customers. 
• Brand interactions should aim to feel like engaging with a favorite human. The best experiences remember customers' history, never making them repeat themselves, and understanding their unique preferences. They also minimize wait times and meet customers on their channel of choice. 
• Customers are understanding when they know you genuinely care about their issues and are actively working to resolve them. But if they have to call three times for the same issue, it becomes another problem.  
• If you use AI to solve problems the right way, you bring customers to your side of the equation. Instead of asking the generic ‘How can I help you?’ when they’ve already called multiple times, AI can help you acknowledge their frustration by providing customer history and knowledge base in real time, and guide you on the next best step to fixing the issue. 
• Using AI and analytics to predict, prevent, and preempt issues by proactively giving customers the information they need before they even ask creates a seamless experience where people rarely need to call for help.  
• Call containment and call deflection with AI do not mean companies stop talking to customers. It means letting AI handle routine tasks like password resets or payment verifications, so that when customers reach a human agent, the conversation can focus on more important tasks, like resolving complex issues or exploring new products. 
• Plus, Shep and Vinod discuss why brands that go “all-in” on AI for customer support often end up reversing their decisions. Tune in! 

Quote:  

"We have to start looking at AI not as a tool or a product, but as a teammate." 

About:   

Vinod Muthukrishnan is the VP & GM of Webex Customer Experience at Cisco. He is an expert in AI and innovative technology to transform how brands engage with customers, ensuring experiences are more human and personalized. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.  

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Shep interviews Scott McKain, award-winning speaker and best-selling author. He talks about his latest book, Beyond Distinction: How Leaders Transcend the Turbulence of an AI-Transformed World, and  how leaders and organizations can create meaningful, distinctive customer experiences in an AI-transformed world. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. Why is consistency important in providing an excellent customer experience? 
2. What role does emotional connection play in building customer loyalty? 
3. How should companies leverage technology to improve customer service without losing the human touch? 
4. What are some effective ways to deliver a proactive customer experience? 
5. Why is standing out from competitors not enough to build lasting customer relationships? 

Top Takeaways:   

• Standing out from competitors is important. However, simply being different is not always good. Distinction is when what we do is unique, compelling, and memorable in a way that is impactful and meaningful to the customers we seek to serve. 
• Consistency wows customers. Amazing customer experiences are built on doing small things right, every time. When every interaction is handled with care and attention, customers learn to trust the brand.  
• Technology, like AI, can make your business faster and more efficient, but loyalty comes from how you make customers feel. Even with simple gestures like remembering someone's name or checking whether the customer got everything they need, it's the human touch that keeps people coming back.  
• Use AI to save money and handle repetitive tasks efficiently, giving your team more time to focus on resolving customer issues and building stronger relationships. 
• Every organization should be very precise about what they aren't, just as clear as they are about what they are.  
• Real competitive advantage does not come from reacting to trends or to what your competitors are doing. If you are constantly in reaction mode, you are already behind. Staying ahead means anticipating your customers' needs before they realize what they want.  
• Artificial Intelligence amplifies the values and habits a business already has, good or bad. If a business is committed to consistently providing excellent service, AI will help them do so even better. If a business is running on broken systems or is only focused on cutting costs, AI could make those problems worse.  
• Plus, Scott shares more insights from his latest book, Beyond Distinction: How Leaders Transcend the Turbulence of an AI-Transformed World. Tune in!

Quote:  

"Tasks go to technology, but emotion and customers go to human beings." 

About:   

Scott McKain is a Hall of Fame speaker, business advisor, and the founder/CEO of the Distinction Institute. He is the best-selling author of ALL Business is STILL Show Business, Iconic, Create Distinction, and his latest,  Beyond Distinction. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   

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Shep interviews Joseph Pine, best-selling author of Experience Economy, speaker, and cofounder of Strategic Horizons LLP. He talks about his new book, The Transformation Economy, and how businesses can go beyond creating memorable experiences to guiding customers through meaningful transformations that help them achieve their aspirations. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. What is the transformation economy? 
2. What is the difference between selling a product and creating a transformative customer experience? 
3. How can businesses guide customers to achieve their personal or professional aspirations? 
4. What are the benefits of customizing experiences to meet individual customer needs? 
5. What elements contribute to a robust customer experience? 

Top Takeaways:   

• The transformation economy is about how companies can help customers change. It is about how your business can help them achieve their aspirations.  
• Businesses create more value when they focus on selling the end rather than the means. Go beyond selling products and services to understanding why customers buy and use that knowledge to help them reach their goals and achieve their aspirations. 
• Transformation is not a one-size-fits-all. It must begin with truly understanding where the customer is starting (from) and where your customers aspire to end up (to). Carefully identify the customer’s current situation, needs, and aspirations to tailor experiences that produce meaningful outcomes for them. 
• Sell transformation, not just products. For example, people don't buy a treadmill because they want the equipment. They want to be healthier, have more stamina, or feel better about themselves. Whether you’re selling a physical product, a service, or something else, shift your mindset to the customer’s desired result.  
• In both B2B and B2C, businesses should become trusted partners, not just vendors. That means understanding clients’ deeper goals and helping them achieve success, even if it occasionally means recommending solutions outside what you sell. The focus is on the customer's outcome, not just the transaction. 
• In the transformation economy, companies should charge for what customers value most: outcomes. Companies are moving away from pricing based on time, materials, or products. It is focused on results. 
• Transformative change for customers doesn't come from a single transaction. It spans the entire journey, including the preparation before the event, reflection afterwards, and ongoing integration into daily life. 
• Plus, Shep and Joe share insights from The Transformation Economy and discuss companies that are putting customer transformations first. Tune in! 

Quote:  

"Transformations are built on top of experiences. We change through the experiences that we have. " 

About:   

Joseph Pine is a bestselling author, speaker, and cofounder of Strategic Horizons LLP, celebrated for guiding Fortune 500 companies and innovative startups alike. He is the author of The Experience Economy, Mass Customization, and Infinite Possibility. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   

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Shep interviews Michele Carlson, Director of Product Marketing & Head of Content Strategy at NiCE. They discuss the top AI trends shaping customer experience and transforming contact centers. This is based on Michele and Shep’s recent webinar that featured 10 trends. CLICK HERE to enjoy the full webinar.  

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. What does "AI first" mean in customer experience? 
2. How can businesses maintain a human-centric approach while integrating artificial intelligence in customer service? 
3. How does AI help streamline workflows for customer service agents? 
4. Why is it important for companies to keep humans involved in designing AI systems? 
5. How can agentic AI improve customer interactions and resolve issues more efficiently? 

Top Takeaways:   

• AI has advanced to the point where we can use it to take actions and complete workflows. It not only understands what customers say and provides answers, but it can also complete tasks like sending a package or updating an account.  
• Shep and Michele share five AI trends that shape the future of customer experience and contact centers. 

Trend #1: AI first, but it doesn't mean AI only. Companies use AI to get quick answers or to resolve issues quickly. But this doesn't mean eliminating human customer support. It means that when things get too complicated or tricky for AI to handle, human agents can step in to make sure the experience is personalized and complete.  

Trend #2: Human-Centric AI. 72% of customers say that they've experienced AI and automation benefits. Technology must be designed with humans at its center to truly understand and address human needs while empowering both customers and agents.  

Trend #3: Agentic AI. Agentic means artificial intelligence that can use language to take action autonomously. To put it simply, the system can take the customer's data, determine what needs to be done, and complete the task without human intervention, allowing humans (employees) to focus on more important and complex issues. 

Trend #4: Experience Memory. AI can help companies not just remember who their customers are, but also their problems, preferences, and relevant details of past interactions.  

Trend #5: AI Observability. Don't invest in something you can't measure. Success isn't just about using as much new technology as possible. It is about seeing real results like smoother processes, happy employees, and satisfied customers.  

• LAMs, or Language Action Models, help AI move beyond data analysis. They interpret the language, determine the intent, and act accordingly. They streamline agents’ workflows by automating repetitive tasks and integrating multiple systems, so agents spend less time juggling multiple tabs and focus more on interacting with customers. 
• There is a 40% gap between what companies think their service is like and how customers actually feel about the experience. Companies need to listen to their customers, get real feedback, and invest in people and technologies to close the gap.  
• Plus, Michele discusses more stats on AI-powered experiences that can help you enhance customer satisfaction and streamline business operations. Tune in! 

Quote:  

"When we say AI first, we don’t mean AI only. It means you start with artificial intelligence to help resolve customer issues, but it’s not the only solution." 

About:   

Michele Carlson, Director of Product Marketing & Head of Content Strategy at NiCE. She is an expert in AI-powered analytics and customer experience, transforming contact centers and delivering customer-centric results. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   

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Shep discusses the five most important trends and predictions for 2026, what you should stop doing to create a better customer service experience, and a sneak peek at the findings from his latest customer service and experience research. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. What are the top customer service trends that leaders can expect to see in 2026? 
2. Why is it important for businesses to provide both AI-powered self-service options and live customer support? 
3. How can companies build and maintain trust with their customers? 
4. How can frontline employees be a valuable source of insight for customer experience improvements? 
5. Why is ongoing customer service training important for employees, even after onboarding? 

Top Takeaways:   

• Trust is the foundation of customer relationships. When customers don't believe that a business will keep its promises, they will move on to a brand that will. When a brand provides honest communication and consistent follow-through, they build confidence with its customers.  
• Personalized service is an expectation. Customers expect businesses to know who they are and remember their history, whether it’s past purchases or previous conversations. When you use data to improve your customers' experience, like recommending better products or sending relevant messages, they feel treated as individuals rather than just transactions.  
• AI is becoming a normal part of customer service. Most customers expect self-service options to handle simple requests and get simple answers. But this doesn't mean that human agents are becoming obsolete. Customers still want to speak to live agents, especially when dealing with complicated or emotional issues. This is why companies need to encourage customers to use self-service tools while letting them know that they are welcome to call when they need to. 
• Companies should map out employee journeys just as they do with customers. Find what’s frustrating, and make work smoother and easier. When employees are treated with care and respect and provided with the tools and training they need, they are more likely to create happy customers. 
• Training should not be limited to onboarding. It should be an ongoing process to keep customer service skills sharp and expand their capabilities. It can take the form of short reminders, weekly huddles, or sharing moments of magic with customers.  
• Consistency is more important than "wow" moments. Trying to go over the top every time isn’t realistic or necessary. Predictable, reliable experiences are what makes customers feel safe and valued.  When customers know what to expect, it builds their confidence and makes them want to come back. 
• When a customer has a complaint or problem, it’s not enough to just fix the issue. The goal is to restore confidence and make the customer want to do business with you again. Meet with your team, and ask why the problem happened. Then, find ways to prevent it in the future. Solve for the customer's feelings, not just the complaint itself. 
• Plus, Shep shares interesting stats from his latest customer service and experience research. What is more important to customers, service or price? What makes them trust a business more? What makes them come back again and again? Tune in! 

Quote:  

"Customers continue to be smarter than ever and with higher expectations about the experience that they receive from companies they do business with." 

About:   

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. 

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Shep interviews Ty Givens, Founder of CX Collective. She talks about how contact centers can be transformed into growth engines by proactively addressing customer needs and empowering employees through training. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. How can frontline customer service representatives be empowered to act as the face of a brand? 
2. How does training impact the effectiveness and efficiency of customer support teams? 
3. What are the main benefits of proactive customer experience versus reactive customer service? 
4. How can technology, such as AI, improve resolution times for common customer issues? 
5. How can businesses educate customers to use digital support channels for faster issue resolution? 

Top Takeaways:   

• Every employee interacting with a customer becomes the face of the company. Train employees on their role to represent and support the brand. When someone calls with a problem, regardless of who is at fault,  it is their responsibility to make things right and create a positive experience for the customer.  
• When you start using customer service as a listening tool, it stops being a cost and becomes a way to improve processes for employees and experiences for customers.  
• Feedback can be silent. Pay attention to what your customers are saying and what they are not saying. Sometimes, customers hint at underlying problems without saying it. Picking up on context and clues can help solve issues faster and even improve services in the future.  
• Customer service becomes proactive by paying attention to feedback and patterns that allow you can fix issues before the next customer gets upset. Pay attention to what features or products your customers love to use. Identify the features customers don't interact with so you can either improve them or focus your resources elsewhere. 
• A simple mistake, such as leaving an item out of an order, can lead to angry calls, extra costs to fix the problem, and even lost customers. Training employees to understand how their actions affect the entire customer journey helps reduce errors. Even small improvements can save costs and keep customers and employees happier. 
• Investing in your employees expands their capabilities in helping customers. Even thirty minutes spent learning a new skill or understanding a customer’s needs, once every month or two, can save time and money in the long run.  
• Plus, Shep and Ty discuss more ways a call center can drive growth and revenue. Tune in! 

Quote:  

"In most companies, the customer service team is the only function that has direct, one-to-one conversations with customers. This makes them a powerful source of insight, not just from what customers say, but from what they don’t say. Teach your team to actively listen, read between the lines, and recognize opportunities to improve the customer experience." 

About:   

Ty Givens is the founder of CX Collective. She helps leaders turn inefficient processes into reliable, human-centered systems that boost team productivity and customer loyalty. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   

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Shep interviews David Fuhr, Sweetwater's Chief Sales Officer. He talks about creating remarkable customer experiences through personalized service, passionate employees, and living the company's core values in every interaction. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. How does additional generosity impact customer loyalty? 
2. Why is personalizing customer interactions important in today's business environment? 
3. How does a company's culture influence its service and customer retention? 
4. How can companies prevent recurring customer complaints based on feedback analysis? 
5. Why should businesses focus on solving customer issues rather than just addressing problems? 

Top Takeaways:   

• Additional generosity goes a long way in customer experience. It does not have to be expensive or flashy. When you add a small, unexpected touch to a customer interaction, you create a memorable moment. Any brand can show appreciation and stand out by doing a little more than expected. (Sweetwater includes a small bag of candy with every order. Sweet!) 
• Hiring employees who are truly passionate about what they do makes a big difference. If your team genuinely loves the industry they work in and believes in the products they sell, it shows in the way they interact with and help customers. 
• Match customers with employees who are genuinely interested in and knowledgeable about the products they sell. This builds trust by creating interactions in which the advice customers receive feels more valuable because it is personalized.  
• Training never stops. When hiring new employees, equip them with the knowledge they need to excel through immersive training. Once they are working with customers, empower them by providing continuous training that keeps everyone updated and motivated.  
• Listening to customer feedback leads to better service. Encouraging honest opinions, both good and bad, helps you find out what customers truly care about.  It’s important to have a system for collecting this information and then actually acting on it.  
• Mistakes are learning opportunities. When something goes wrong, the real test is how a company reacts and focuses on "solving the customer,” not just the problem. Communicate with customers quickly, fix what went wrong, and then look deeper to stop the issue from happening to others.  
• Plus, Shep and David discuss Sweetwater's emphasis on company culture and community. Tune in! 

Quote:  

"Additional generosity means doing something a little unexpected for the customers. It is a way of saying thank you for thinking of us and giving us the opportunity to earn their business." 

About:   

David Fuhr is the Chief Sales Officer at Sweetwater, where he leads the company’s renowned sales team. Since joining the company over five years ago, he has held key leadership positions, including SVP of Customer Experience, focusing on delivering the Sweetwater Difference for both customers and staff. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   

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Shep interviews Bruce Temkin, host of Humanity at Scale: Redefining Leadership. He talks about how AI is reshaping business and why human connection remains essential for both customers and employees. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. What is the difference between customer experience and customer service? 
2. Why is the concept "the customer is always right" often considered misguided? 
3. How can companies benefit from shifting their focus from internal processes to customer-centric thinking? 
4. What role does behavioral science play in improving customer experience? 
5. How is artificial intelligence affecting customer service and employee roles in modern organizations? 

Top Takeaways:   

• Customer experience isn’t just a buzzword or a fancy way of saying customer service. It is not just about the moments where the customer needs help. It is about every interaction throughout the entire customer journey. 
• Customers are not always right, but they are always the customer. Customers sometimes have complaints or requests that don't align with the business's offerings, especially if they're not the target audience. Treat everyone with respect, even when you can't give them exactly what they want. Even when they are wrong, let them be wrong with dignity and keep the relationship open for the future as much as possible. 
• Behavioral science helps explain why customers act the way they do, make certain choices, and even how they respond to situations. Knowledge about how humans think and feel is just as essential as knowing how to organize teams or create new products. Understanding human behavior helps leaders make decisions that truly connect with employees and customers. 
• Success isn't just about financial results, but also about making life better for people inside and outside the company. Leaders who keep the well-being of employees, customers, and communities in mind make decisions that will have a positive impact on everyone.  
• AI is changing how work gets done, especially in customer service. AI helps humans do higher-level, creative, and caring work. AI can handle simple tasks, so humans can focus on building real relationships and solving complex problems. 
• Technology creates new opportunities. AI will not replace humans. It will change the type of work that humans do. Just like how the internet created tons of new jobs, AI will reshape the workplace and introduce new careers.  
• Plus, Shep and Bruce discuss why it is important for individuals and companies to make sure they are always moving towards their "North Star." Tune in! 

Quote:  

"One of the absolute misguided beliefs is that the customer is always right. They aren’t. All you have to do is look at yourself in the mirror. Everyone's been a customer and not always been right when they've complained or seen a problem." 

About:   

Bruce Temkin is widely recognized as the "Godfather of Customer Experience," helping to shape customer and employee experience and advising leaders on how to keep people at the center of their organizational processes. He is the host of the podcast, Humanity at Scale: Redefining Leadership. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   

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Shep interviews Richard Fain, chairman of Royal Caribbean Group. He talks about his new book, Delivering the Wow, and creating a customer-focused culture through continuous improvement, empowered employees, and attention to every detail. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. How does a hospitality mindset impact customer experience in the service industry? 
2. How can organizations create a culture that motivates employees to go above and beyond for customers? 
3. Why is employee engagement important in delivering outstanding service experiences? 
4. Why is continuous improvement important for building a customer-focused culture? 
5. What is the role of leadership in sustaining a service-driven culture? 

Top Takeaways:   

• Creating an incredible experience starts with a hospitality mindset. It’s not enough for a company just to have beautiful products or spaces. Every employee, from top management to behind-the-scenes team members, must aim to deliver a "wow" experience that gives customers something exciting to talk about with their family and friends. 
• The hospitality mentality doesn't just belong in a hotel or restaurant. It applies to every business that wants loyal customers. Every single person in an organization has an impact on the customer experience. When every employee, not just the frontlines, is aligned with this mentality, the whole organization can deliver standout experiences. 
• A “wow” company culture must be lived every day. A strong customer experience culture empowers every employee to work with intention and passion. It makes every member of the team love what they do and inspires others. 
• When employees are happy at work, they do a better job, and customers notice the difference. The best organizations hire for passion as well as skills.  
• You can’t improve what you don’t measure. Keeping track of the metrics that matter, like customer satisfaction and employee engagement, gives the team a target to work toward and motivates them to do their best. 
• Repeat business is the best feedback. High ratings and reviews are great, but repeat business is the best measurement of whether you delivered a “wow” experience that customers want to come back for. 
• Good enough is not good enough. The most successful teams and businesses push for constant, even dramatic, improvement that makes their customer's experience unbelievably better.  
• Plus, Shep and Richard discuss the mantras that help Royal Caribbean achieve quantum leaps in delivering “wow” experiences for its customers. Tune in! 

Quote:  

"Every once in a while, you hear executives say things like, 'It's just part of our DNA.' But culture isn't automatic. It requires intentionality every single day to truly focus on the customer and keep getting better." 

About:   

Richard Fain is the chairman and former CEO of the Royal Caribbean Group. He is the bestselling author of Delivering the Wow: Culture as Catalyst for Lasting Success. Under his leadership, the company transformed from a small cruise line into one of the most successful and renowned vacation brands in the world. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   

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Shep interviews Phyllis Fang, Head of Marketing at Transcend. She talks about the importance of personalization and how companies can ethically collect, unify, and use customer data to create seamless, trust-building interactions. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. How can companies ethically collect and use customer data without crossing privacy boundaries? 
2. Why is transparency important when asking customers for permission to use their data? 
3. How can brands strike the right balance between personalization and avoiding being perceived as intrusive or "creepy"? 
4. What are the best practices for building trust with customers through data collection and usage? 
5. How does unified customer identity across digital and real-world touchpoints improve the overall customer journey? 

Top Takeaways:   

• Customers are willing to share information, but only if they get something valuable in return. When a company uses customer preferences to recommend something relevant at the right time, customers are more willing to engage. On the other hand, when the connection feels forced or overwhelming, it can make customers stop buying and look for other companies that will respect their trust. 
• Customers feel better when companies are upfront about what data they’re collecting and how it will be used. When a brand is transparent with why they need information and asks for permission, customers feel respected and safe. Giving customers options about how their data is used makes them more likely to share details. 
• Businesses should focus on getting only getting the information they need to start doing business with a customer. Then, gradually over time, the business can learn more.  
• Ethical use of data builds trust. Just because a business can use a customer's data does not mean it always should. It’s important for companies to explain how they use customer information, and to give customers choices. When customers know what’s happening and have control, they are more likely to trust a brand with their information and their business. 
• Some customers want weekly emails or product updates, while others just want order confirmations or receipts. Give your customers a way to choose the kind of information they receive and how often they want it, and make setting this up easy. 
• Better business practices lead to loyal customers. When companies focus on giving people what they want, respecting their choices, and treating data carefully, customers become fans who keep coming back. 
• Personalization isn’t just about online shopping. It can happen in real life too. Imagine walking into a store and the salesperson remembers what you like, what you bought before, and even your favorite colors. This shows how connecting customer history, identity, and preferences creates a great experience both digitally and face-to-face.  
• Plus, Shep and Phyllis discuss the importance of making sure customers understand what they are saying yes to, such as cookie banners and opt-in forms. Tune in! 

Quote:  

“When customers share information, they often want control over how and where it’s used. A company needs to respect those preferences and enforce them consistently.” 

About:   

Phyllis Fang is the Head of Marketing at Transcend, where she helps brands grow through customer trust, personalization, and digital transformation. Before working at Transcend, she drove key product marketing initiatives at Uber and has a strong background in e-commerce and digital marketing. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.  

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Shep interviews Peter Cross, customer behavior expert, keynote speaker, and author of  Start with the Customer: How to Deliver World-Class Customer Service. He talks about the importance of company culture in delivering amazing experiences and how to close the gap between customer expectations and their lived experiences. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. How can brands empower employees to deliver exceptional customer experiences? 
2. What are the most common changes in customer expectations in recent years? 
3. How does technology, such as automation and AI, impact customer service delivery? 
4. How can organizations make customers feel valued, even when their requests can't always be fulfilled? 
5. What role should leadership play in promoting a culture of excellent customer service? 

Top Takeaways:   

• Technology may be advancing quickly, but customer needs have stayed the same. Customers still want trust, transparency, inspiration, expertise, and genuine human connection. While new technology like AI and digital experiences can make customer service easier, it's important not to lose sight of what customers truly expect from you.  
• Modern customers compare every experience they have to the best companies, not just  direct competitors. Brands need to aim for world-class service, no matter the industry, in order to thrive. 
• Customers are not always right. They sometimes have unrealistic expectations or behave poorly. Regardless, even though employees shouldn't have to deal with unreasonable requests, they should always make customers feel valued and listened to. 
• Customers come with expectations, whether they say it or not. When there is a gap between what customers hope for and what actually happens, problems can occur. The goal is to always listen to what the customers need and aim to close the gap with every interaction.  
• Brands don't need to go over the top to close the expectation gap. All brands need to do is what they promised their customers. When customers say, "they are always friendly, always helpful, always knowledgeable," the word "always" in front of all those expectations describes where amazement happens. 
• Customer service is cultural. It's a team effort. Every person in the organization, from the leadership to the newly hired employees, is responsible for delivering an amazing customer experience.  
• Customers are willing to pay more for service that is friendly and, more importantly, convenient. Making it easy and pleasant to do business with you should always be a top priority. Convenience and friendliness are more than just nice. They are what keeps customers coming back. 
• Plus, Shep and Peter discuss more insights from new research by the Institute of Customer Service (ICS) and Start with the Customer. Tune in! 

Quote:  

"How meeting customer needs may have changed because of technology, but the needs themselves haven't changed at all. They still want to be inspired. They want trust, transparency, and connection." 

About:   

Peter Cross is a customer behavior expert, consultant, speaker, and the co-author of Start with the Customer: How to Deliver World-Class Customer Service. He is Vice President at the Institute of Customer Service, an Ambassador for the Retail Trust, and a Leader in Residence at the University of Leeds.  

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. 

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Shep interviews Allyse Slocum, Vice President of Product & Audience Marketing at Trustpilot. She talks about how customer reviews influence trust in businesses, the importance of authentic feedback, and key insights on consumer review habits and behaviors. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. Why are online reviews crucial for building trust between companies and customers? 
2. How can businesses ensure the authenticity of customer reviews in the age of AI-generated content? 
3. What is considered a credible rating on a 1 to 5-star review scale, and how can companies identify trustworthy feedback? 
4. Is it realistic for businesses to achieve perfect 5-star ratings from every customer, or does this raise concerns about review authenticity? 
5. What are the best practices for companies when responding to customer ratings and reviews, whether positive or negative? 

Top Takeaways:  

• Trust is the foundation of every successful relationship, whether between a company and a customer, an employer and an employee, or between two businesses. Customers are loyal to brands that keep their promises and deliver what they advertise.  
• Building and protecting trust should be just as important as selling products or services. When a customer's trust is broken, even good customer service can't fix it.   
• Reviews are like the digital version of asking friends for advice. Before making a purchase, 39% of shoppers read product reviews to decide if something is worth buying. Customers often check reviews multiple times and look for feedback from others before spending money. 
• Not every review online is real, and many customers worry about fake reviews, both negative ones from competitors and positive ones meant to make a business look better. Technology is getting better and better at identifying and removing fake reviews. Additionally, content integrity specialists make sure that the technology is working and find patterns to detect fake reviews. 
• Trust can still be earned after a negative review. When a business openly responds to its reviewers, especially those who had a bad experience, it shows they care. A company that replies thoughtfully, tries to fix problems, and says thank you for kind words earns more trust from customers and future shoppers. 
• The number of reviews and how recent they are play a big role in building trust. Fresh reviews mean that a business is active, while old reviews might make customers wonder whether things have changed. 
• Customers are more likely to leave a review after a positive experience (56%) than a negative one (38%).  
• Automating review requests helps collect opinions from all types of customers, not just the ones with extreme feelings. Asking for reviews automatically at key points (such as after a purchase or service) makes it easier to get more feedback. The more feedback you have, the more your ratings reflect the real experience customers have.  

Quote:  

"Trust is an incredibly important thing that needs to happen between any two parties, whether that is business to consumer, business to business, or even employers and employees." 

About:   

Allyse Slocum is the Vice President of Product & Audience Marketing at Trustpilot, where she specializes in building trust between consumers and businesses through reviews. She is dedicated to using data and technology to ensure the authenticity of reviews, helping businesses improve and maintain customer trust. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   

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Shep interviews Pasquale DeMaio, Vice President and General Manager of Amazon Connect. He talks about how Amazon leverages AI and technology to enhance customer service, with  a "better together" approach where automation and human agents work hand-in-hand to create efficient, empathetic, and proactive customer experiences. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. What is the "better together" approach in customer service technology and human interaction? 
2. How can automation and AI improve efficiency in handling repetitive customer service tasks? 
3. Why is genuine empathy important in customer service, and can technology replicate it? 
4. How does empowering human agents with technology lead to better customer outcomes? 
5. How can customer insights from support interactions drive continuous improvement? 

Top Takeaways:  

• Customer service works best when technology and real people come together. While AI and automation can make things faster and easier, people still want to talk to humans for help with complex or emotional problems.  
• The goal should always be to use AI to support employees, not replace them. Technology should make it easier for humans to do what they do best: listen, empathize, and solve tricky issues.  
• It's important to treat every customer with respect and kindness, as you would a friend. Customers want to feel valued, not manipulated, so the best approach is to be sincere by helping them in a way that matches their needs and preferences. 
• Every interaction is an opportunity to build a relationship and encourage customers to return. Focusing on both solving the issue and making people feel good about the experience creates loyal customers.  
• Modern tools allow companies to analyze every conversation, not just a few. Every conversation with your customers, whether by phone or chat, is a rich source of information that can reveal trends, problems, and opportunities. This real-time insight can help fix issues faster, spot patterns, and make better decisions to improve service for everyone. 
• Taking action before problems start, or even before the customer notices there’s a problem, makes for an amazing customer experience. When a customer encounters a problem, contacting them with a new option before they ask for help is an example of proactive service. The best companies work to prevent problems or solve them instantly, making customers feel cared for and stress-free. 
• AI can make agents' jobs better, not obsolete. AI can handle the boring and repetitive parts of the job, like taking notes or finding information, so people can focus on helping customers. This makes work more enjoyable and lets agents do what they're best at, which is solving problems and building relationships. 
• The end goal should be more than just fixing a problem. Create a positive memory. Make every interaction with a customer one that leaves them feeling happy, satisfied, and eager to return. 
• Plus, Shep and Pasquale answer the question, "Can computers fake empathy?" Tune in! 

Quote:  

"Humans are core to the experience. The end customer is a human being, and often, the main contact they have with a company is through human customer service. Everything we do with technology should be designed to fade into the background and allow any human being to be more effective." 

About:   

Pasquale DeMaio is the Vice President and General Manager of Amazon Connect, the cloud-based contact center solution from Amazon Web Services. Amazon Connect leverages the same underlying technology that Amazon's own global customer service team uses to manage millions of customer interactions every day. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   

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Shep interviews Tifenn Dano Kwan, Chief Marketing Officer at Amplitude. Tifenn talks about how AI and digital analytics are redefining customer experience through hyper-personalization and authentic interactions. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. What inflection points in technology have most impacted customer experience in the digital era? 
2. What is hyper-personalization? 
3. How has artificial intelligence transformed digital customer experiences? 
4. What future trends in AI could most impact customer service and experience? 
5. Should companies be transparent with customers about using AI-powered services? 

Top Takeaways:   

• Artificial Intelligence has become one of the biggest game-changers for customer experience. It helps companies remove friction, enabling customers to get help faster and solve problems more easily. 
• Embracing new tech in CX is about finding ways to make life easier for your customers. Moments like the rise of the web, and the growth of AI mark big turning points that companies must adapt to. Being open to change lets businesses create better experiences for customers and stay ahead of the competition. 
• Customers want to be treated as individuals, not just a number. Personalization, especially when powered by AI, helps match customers with products, recommendations, or solutions that really fit them.  
• AI can deliver hyper-personalized experiences that keep people engaged and coming back. But, businesses need to remember that personalization that feels authentic and respectful is what really wins customers over. 
• Customers prefer when companies are transparent, especially about processes that impact their experiences. Modern customers can easily spot fake or insincere messages. Being authentic means communicating honestly and being open about how technology, like AI, is being used to serve them.  
• Your AI is only as good as your data. If the information going into the system is wrong or messy, the results might mislead both the company and the customer! Good data leads to smart decisions and better customer outcomes. 
• Whenever there's a major technological change, there's always concern about job losses. While AI can take over some tasks that used to require humans, it also creates new work opportunities. New jobs and skills will be in demand, especially in areas that support or expand what AI can do.  
• The future of work is about adapting, learning, and growing alongside technology, not competing against it. 
• Plus, Shep and Tifenn discuss use cases and opportunities for AI to improve the customer experience. Tune in! 

Quotes:  

"The goal of AI is to remove fiction and deliver delightful, seamless, and outcome-driven experiences for their customers." 

"Hyper-personalization is personalization at scale. The more in touch we are with our customers, the more likely we are to drive conversions." 

"AI is only as good as your data. If you have the wrong data, then you will have the wrong output. It is going to mislead you. More importantly, it will mislead your customers." 

"Embrace what's next. We are going to see significant evolution in the world of AI. Don't be afraid to experiment and test." 

About:   

Tifenn Dano Kwan is the Chief Marketing Officer at Amplitude. Before working at Amplitude, she was CMO at Collibra, Dropbox, SAP Ariba, and SAP Fieldglass. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   

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Shep interviews Rick Elmore, founder of Simply Noted. He talks about how his company uses advanced handwriting robots and AI to create personalized handwritten notes at scale, to enhance customer relationships and stand out in today's digital world.  

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. How can companies send personalized handwritten notes to thousands of customers efficiently? 
2. How do handwritten notes compare to email and direct mail in terms of open rates? 
3. What is the impact of personalized handwritten notes on customer retention rates? 
4. How does sending handwritten notes help businesses stand out from digital competitors? 
5. How does sending personalized handwritten notes at scale improve employee engagement and morale? 

Top Takeaways:   

• Getting a handwritten note (or one that looks handwritten) instantly makes the recipient feel special and appreciated. When customers receive an envelope with a handwritten address and a stamp, they are more likely top open it. When it includes a personalized message in the form of something tangible, tactile, and written with a pen, they are more likely to keep it. 
• Personalization builds strong customer relationships. A way that businesses can do this at scale is to use technology like robots that can mimic human handwriting and powerful AI software to create thousands of truly personalized notes.  
• Handwritten notes have much higher open rates than regular mail. Studies show that almost every handwritten note gets opened, while most promotional letters or emails get ignored or thrown away. When someone sees a real envelope with a stamp and handwriting, it feels personal. This makes handwritten notes a powerful tool for getting attention. 
• Sending handwritten notes helps businesses reduce customer churn. It is not just about showing appreciation and acknowledging customers, but it can also make them want to stay and keep buying from you. Businesses have found that thank-you notes and anniversary cards help increase loyalty. Even just a simple "thank you" can have a significant impact and keep clients engaged for years. 
• Authenticity matters with personal messages. In the age of social media, customers can easily take a picture of a personal handwritten note and share it online. Large language models and intelligent software allow you to generate different messages for thousands of customers, each tailored to their interests or previous experiences. This way, no two notes are exactly alike, even if the general message is the same.  

• The best business opportunities may be in your existing customer base. Instead of constantly chasing new customers, take time to appreciate the ones you already have. Small, personalized gestures can deliver a significant return on investment by building long-term relationships and brand loyalty. 
• Plus, Shep Hyken and Rick Elmore show how personalization works, sharing examples of successful brands like Chewy using handwritten notes to stand out and strengthen customer relationships. Tune in! 

Quote:  

"We're drowning in digital noise. What's old is new again. People crave authentic experiences and want to feel valued. A personalized handwritten note is what helps businesses win loyal customers and long-term relationships." 

About:   

Rick Elmore is a former NFL athlete, an award-winning entrepreneur, and the founder of Simply Noted, a leading U.S.-based handwritten direct mail company. He helps organizations build meaningful human connections with their customers at scale. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.

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Shep interviews Melissa Puls, Chief Marketing Officer and Senior Vice President of Customer Success and Renewals at Ivanti. She talks about the importance of customer success, the subscription business model, and how AI is transforming customer experience.

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:  

1.  What is customer success?

2. What is the difference between customer success and customer support?

3. Why is it important to start the customer success process as soon as a deal is signed?

4. What impact does proactive customer service have on customer satisfaction and loyalty?

5. How can businesses use a subscription model to build long-term customer relationships?

Top Takeaways:   

·       A business isn’t just about making money. It’s about getting and keeping customers. Profit will result when you serve your customers well.

 ·       Customer success is different from customer support. Customer support helps when there’s a problem or technical issue, but customer success aims to keep problems from happening in the first place. Customer success teams work with customers from the beginning of the relationship to make sure they are fully utilizing the features of a product to serve their business. They proactively reach out before issues even become problems.

 ·       The renewals don't start when a subscription ends. They begin with the very first interaction, making sure that customers are happy and using the product well from the start. When customers are happy, the decision to keep doing business with you becomes easy.

 ·       The best companies try to anticipate issues and reach out before they happen. Checking in, providing helpful information, and teaching customers how to get the most from your product are what create loyal customers.

 ·       Companies can use data and technology, such as AI, to spot patterns in customer behavior and predict what customers will need next. By paying attention to how customers use a product and when they might need help, businesses can step in with support before a small issue becomes a big problem. This reduces customer churn by giving them confidence that your team will be there for them when needed.

 ·       Delivering a great customer experience takes teamwork across marketing, sales, support, and customer success. All parts of the company need to work together to deliver a consistent, high-quality experience.

 ·     Plus, Shep and Melissa discuss how every business, regardless of industry, can successfully adopt a subscription model that keeps customers coming back. Tune in!

Quotes:  

"Customers buy from other customers. Create advocates in your customer base."

"The most exciting thing about customer experience is to be able to correlate and collect information that your customers give you to make their experience better."

"Many people confuse customer success with customer support. In reality, customer success is about proactively ensuring customers never need to call support unless there's a genuine technical glitch."

"Anticipate your customer's needs before they even know they need it. Use the data and technology like AI to predict issues and churn so that you can get more productive."

"The best companies out there put customers at the center of everything they do. That is how they are going to grow today and into the future."

About:  Melissa Puls is the Chief Marketing Officer and Senior Vice President of Customer Success and Renewals at Ivanti, overseeing the entire customer journey from awareness to renewal. She is focused on helping companies enhance every stage of the customer experience.

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.  

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Shep interviews Sean Crichton-Browne, co-founder of Market Culture and co-author of The Human Culture Imperative. He talks about how organizations can drive business success by focusing on building a customer-centric culture of empowered employees. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. What's more important, happy customers or happy employees? 
2. How does starting with the end goal of happy customers encourage better customer service? 
3. What role does leadership play in creating a strong culture of customer-centricity? 
4. How can a company's internal culture directly impact the quality of the customer experience? 
5. How does employee engagement influence customer loyalty and retention? 

Top Takeaways:   

• Whenever you're working to improve customer experience, it helps to begin by picturing how you want your customers to feel at the end. Imagine what you want the customer's experience to be. Work backward from your goal, which is happy and loyal customers, and figure out what is needed at every level of the organization to achieve it. 
• Happy employees create happy customers, but flipping this idea on its head can create great results for your organization as well. Making customers happy can actually make employees feel better about where they work.  It leads to a better work environment that motivates and engages employees. 
• When customers are satisfied with the product or service, employees don't have to respond to as many complaints or stressful situations, which makes their jobs more enjoyable and fulfilling. Happy customers often give positive feedback, creating a sense of pride for everyone on the team and encouraging even better service.
• Listen to your customers. Ask them what they want and what's important to them. When you focus on understanding and meeting those needs, you create a connection between leadership, employees, and customers. 
• Empowering employees, especially those who deal directly with customers, improves the customer experience. When staff can act quickly to solve issues or offer solutions, without always needing a manager's okay, problems get fixed faster, and customers feel seen, heard, and valued. 
• The stories told inside a company, whether big or small, have a lasting impact on culture. When employees hear about coworkers going the extra mile for customers or leaders making decisions that put customers first, they inspire similar behavior that can be operationalized for consistency. 
• Plus, Sean shares more "golden nuggets" from his latest book, The Human Culture Imperative. Tune in! 

Quote:  

"Put the customer at the center of the business and focus on their satisfaction. Because if we don't have a customer, we don't actually have a business." 

About:   

Sean Crichton-Browne is the co-founder of Market Culture, a company dedicated to helping organizations understand and implement customer-centric cultures. He is the co-author of The Human Culture Imperative: The Leader's Playbook for Innovation and Sustainable Growth. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   

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Shep interviews Lance Gruner, CX expert, keynote speaker, and author. He talks about the intersection of AI and customer experience, the importance of leadership accountability, and key insights from his new book, 10 Things They Hate About YOU: A CX Playbook for Leaders.  

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. How does artificial intelligence impact customer service interactions? 
2. Why is it important for business leaders to personally experience their own customer journey? 
3. Should companies be concerned about AI replacing human customer service agents? 
4. How can businesses leverage AI to make customer service agents more effective? 
5. Why do broken processes cause customers to leave, and how can businesses address them? 

Top Takeaways:   

• One of the fastest ways to lose customers is to have processes that don't work as they should.  
• Leaders need to understand what customers go through every day. The best way to do this is to "walk the property," which means experiencing the company's products or services just like a customer would. By seeing things from the customer's point of view, leaders can spot problems and understand where things fall short. 
• Artificial intelligence is changing customer service. It can make agents smarter by helping them access relevant information faster and deliver more personalized responses. However, it is important to remember that AI is just a tool, not a cure-all. It is only as good as its programming and the system that it is added into.  
• Make using self-service easy and inviting. When introducing new technology or self-service options, don't just point customers in the right direction. Lead them there and show them how it works. If a customer needs help, solve their problem first, then take a moment to teach them how they could do it themselves next time.  
• Customer relationships are built on trust. When companies fail to deliver on promises, like missing deliveries or not solving problems, customers stop believing that the company will take care of them. Long-term loyalty is built on consistency, transparency, and trust.  
• Investing in training for team members pays off because it leads to better service and happier customers. Make sure they are well-versed with your current processes before adding new steps and technology into their workflow. 
• Small details send big messages about how much a company cares about its customers' experience. Companies that pay attention to every touchpoint, no matter how minor, such as a friendly gesture or easy-to-find information on a website, earn their customers' respect and trust.  
• Plus, Lance shares a few of the 10 things they may hate about you and  your brand. Tune in! 

Quote:  

"When done right, using AI can improve speed and accuracy, help with personalization, and give employees more time to focus on high-value work." 

About:   

Lance Gruner is a seasoned leader with over 30 years of experience in the customer service and hospitality industries. He has helped global companies such as the Ritz-Carlton and Mastercard deliver outstanding customer experiences. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   

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Shep interviews Steve Spangler, Emmy award-winning television host, STEM educator, and bestselling author. He talks about his new book, The Engagement Effect, and how leaders, teachers, and businesses can create powerful, engaging experiences that ignite emotional connections, build trust, and inspire action. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. How can leaders create more engaging experiences for their customers and employees? 
2. How can emotional and intellectual connections drive stronger customer loyalty? 
3. Why is it important for businesses to treat engagement as an experiment rather than a fixed process? 
4. How can leaders and managers inspire employees to deliver exceptional customer service? 
5. How can companies operationalize the "best day ever" experience for both customers and team members? 

Top Takeaways:   

• Engagement is about creating experiences, not transactions. Create an experience that connects emotionally and intellectually with your customers by making them feel involved and valued.  
• Treat engagement as an experiment. Try new things, see what works, and don't be afraid to fail or make changes. When leaders create a culture where it's okay to try and sometimes fail, employees feel more comfortable contributing and taking risks.  
• The way you treat your employees and customers shapes their experiences and loyalty. Positive experiences lead to better engagement, while negative ones can create lasting disengagement. 
• It's not enough to have a great product. What elevates your brand is how you present it. What creates a loyal following is getting people excited, curious, and the desire to be involved. 
• Allow your customers to help craft their experience. Sometimes, your customers will create powerful moments themselves, and your job is to set the stage and then step back. Invite feedback and participation. Pay attention to what they find most meaningful and operationalize it so that it becomes a part of the typical experience. 
• Approach leadership with a teacher's mindset. The best leaders don't just tell people what to do. They inspire, guide, and help others discover answers for themselves. 
• Plus, hear how Steve's viral Mentos-and-Diet-Coke experiments, Chewy.com's famous pet owner story, and more real-world examples bring the engagement effect to life. Tune in! 

Quote:  

"The engagement effect is when you emotionally and intellectually connect to an experience, and it makes the customer move forward with an action." 

About:   

Steve Spangler is an Emmy award-winning TV host, STEM educator, and bestselling author. He is known for making science unforgettable through TV, social media, and live demonstrations. With over 4.3 billion video views and years on DIY Sci and The Ellen DeGeneres Show, he has inspired millions worldwide. His latest book, The Engagement Effect: Cultivating Experiences that Ignite Connection, Build Trust, and Inspire Action, is out now. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. 

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Shep interviews Neen James, leadership strategist, keynote speaker, and author of Exceptional Experiences. She talks about how any business, regardless of size or price point, can create a luxury-level customer experience by focusing on making customers feel seen, heard, and valued. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. What are the common misconceptions about delivering a luxury customer experience? 
2. How can businesses provide a luxury-level service even if they are not selling expensive products? 
3. How does high-quality service contribute to a feeling of luxury for customers? 
4. What are the five luxury levers that businesses can use to elevate their customer experience? 
5. What are the four experience mindsets that influence how customers perceive and value luxury? 

Top Takeaways:   

• Luxury is not just about the price tag. It's about the experience you create for people, whether you're selling a high-end product or something affordable.  
• Every brand can deliver a luxury-level experience by paying attention to details and adopting a mindset that every customer deserves to feel valued and appreciated, regardless of what they buy or where they shop. 
• Luxury can sometimes be a divisive term because of the misconception that it is only for the select few. Just as every customer deserves a luxurious experience, every employee is capable of creating it. Whether you're a cashier, a manager, or someone at a front desk, you can deliver luxury through quality service and attention to detail.  
• A luxury experience often involves engaging all five senses: sight, smell, sound, touch, and taste. For example, some stores let you touch the products, smell good food, or hear pleasant music, making the visit more enjoyable and memorable. This creates a lasting emotional connection that makes people want to come back.  
• The heart of a luxury experience is making every customer feel important. Listen carefully, pay attention to their needs, and show appreciation for their choices. When you build an emotional connection, it creates loyalty and sets your business apart from the competition.  
• Not every customer defines luxury the same way. Neen shares the four luxury mindsets; 1. Reluctant and Removed, 2. Pro Prioritizer, 3. Confident and Content, and 4. Luxury Lover. To discover your luxury mindset, take this self-assessment. 
• Plus, Neen talks about the five actionable "luxury levers" that she writes about in her book, Exceptional Experiences. Tune in! 

Quote:  

"Luxury is defined with five words: high quality, long-lasting, authentic, unique, and indulgent." 

About:   

Neen James is a leadership strategist, keynote speaker, and author of several books, including Folding Time: How to Achieve Twice As Much In Half The Time and her latest, Exceptional Experiences: Five Luxury Levers to Elevate Every Aspect of Your Business. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. 

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Shep interviews Mita Mallick, marketing and culture change expert and bestselling author. She talks about her book The Devil Emails at Midnight and the impact of internal workplace culture on employees and customers. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. What impact does internal workplace culture have on the external customer experience? 
2. How can leaders set healthier communication boundaries with their employees? 
3. How can companies create an inclusive culture that values both employees and customers equally? 
4. What are some negative leadership behaviors that can affect employee engagement and customer service? 
5. Why is it important for leaders to address problematic employee behavior immediately? 

Top Takeaways:   

• Employees are sometimes the 'forgotten customers' in a business. Just as companies focus on serving their external customers, it is important to also care for internal customers, your team members.  
• When employees feel valued and respected, they are more likely to treat customers in the same way. The quality of service on the outside is often a reflection of how employees are treated within the organization. 
• The worst behaviors in any workplace become part of its culture if they are allowed to continue. Whether it's disrespect or disengagement, what leaders and team members let slide becomes the norm.  
• Leaders should consider whether their personal habits force their team members to sacrifice their personal time. Work doesn't need to spill into all hours of the day and night. For example, when employees feel pressured to respond to emails outside of their work hours, it can cause burnout and stress. Even a simple message like "no need to respond right away" can help set healthy boundaries. 
• When things change, you have to be willing to revise your goals. Have an honest conversation with your team to find out if they have all the tools and resources that they need to achieve a goal. If not, find out if you can help them or if it is time to set more realistic goals.  
• Admitting when you are struggling shows strength, not weakness. If someone is dealing with personal struggles, being open about it helps others understand and can make the workplace more supportive. 
• Bad bosses can teach as much, if not more, than great bosses. Watching what doesn't work and feeling the impact of negative behaviors can inspire people to do the opposite.  
• Great leaders regularly examine their own behavior. It's easy to spot toxic bosses in others, but it is harder to recognize those traits in yourself. Leaders should take the time to ask themselves, "Am I making it harder for someone to succeed here?"  
• Plus, Mita shares memorable stories of bad bosses she's encountered (including herself) and the lessons from those experiences. Tune in!

Quote:  

"The biggest complaint in any relationship, whether at home or work, is a lack of time for each other. If you're not making time for your team, you really need to ask yourself why you're leading them." 

About:   

Mita Mallick is an inclusive marketing expert and cultural change agent known for transforming organizations. She's the bestselling author of Reimagine Inclusion and , The Devil Emails at Midnight: What Good Leaders Can Learn From Bad Bosses. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   

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Shep interviews Chris Koehler, Chief Marketing Officer at Twilio. He talks about creating exceptional customer experiences by leveraging personalization, customer trust, and AI. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. What defines an amazing digital customer experience today? 
2. How can businesses personalize digital interactions? 
3. Why is trust crucial in building long-term customer relationships? 
4. Why is it important for companies to use customer data responsibly and transparently? 
5. How does reducing friction impact customer satisfaction and retention? 

Top Takeaways:   

• Personalization isn't just about using someone's name but about remembering their preferences, past actions, and making timely suggestions that fit their needs. When customers receive an experience that feels like it was made just for them, it leaves a strong, positive impression.  
• Customers love it when a company remembers who they are and what they like, so they don't have to repeat themselves every time they interact or use another channel to communicate. 
• Customers expect brands to use their data wisely and responsibly. It's not just about protecting information. It is also about applying it in ways that matter to customers. Trust is built when companies use data to solve problems or anticipate customer needs. 
• Transparency is the foundation of customer relationships. When companies are up front about when customers are talking to AI and make it easy for them to connect with a human when necessary, they like the experience and feel respected and cared for.  
• Making every step in the customer journey easy encourages customers to keep doing business with a company. If it's quick and simple to sign up, get help, or find what they need, customers are much more likely to come back. 
• Customers want to communicate in the way that fits their situation and preferences. Companies need to be mindful of where their customers want to interact with them, whether it is by phone, chat, email, or social media.  
• Different generations may have different preferences for communicating with a brand, but everyone likes having options. For example, customers may start with a chatbot but end up needing to talk to a human to solve complex or sensitive issues. Modern customer expectations include a consistently positive experience across multiple channels. 
• Automating routine tasks through AI can make processes faster and more consistent, but it shouldn't detract from the human element of customer service. While technology can handle simple tasks quickly and efficiently, there are complex issues that need human intervention.  
• Plus, Chris shares important and interesting stats on customer experience, AI, and personalization from Twilio's 2025 State of Customer Engagement Report. Tune in! 

Quote:  

"At the end of the day, people really don't care which channel they use. They just want the problem solved." 

About:   

Chris Koehler is Chief Marketing Officer at Twilio, a cloud communications platform that enables businesses to seamlessly integrate messaging, voice, and video capabilities into their applications to enhance customer engagement. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   

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Shep interviews Jeff Rosenberg, Co-Founder & Partner of WideOpen and author of The CX Imperative. He talks about the importance of holistic customer experience and the common gaps between company perception and customer reality. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. What makes a successful customer experience strategy? 
2. What are the main reasons companies struggle to meet customer expectations in today's marketplace? 
3. How can businesses identify and close the gap between perceived and actual customer experience? 
4. How can companies effectively gather deep, meaningful feedback from their customers? 
5. How does technology create distance between companies and their customers, and what can they do to overcome it? 

Top Takeaways:   

• Companies often make the mistake of thinking CX is only about handling complaints or questions. Every part of the journey matters and contributes to how a customer feels about a brand. It includes every interaction a customer has with a business, from the first time they hear about the brand to the buying process and all the way through to using the product or service. 
• Many companies believe they are delivering excellent customer service, but their customers may disagree. Recognizing and working towards closing that customer experience gap is an opportunity for companies to get it right with their customers and gain a competitive differentiator in their industry.
• To truly understand your customers means seeing things from their perspective. It is important to learn about what your customers think about when they use your product, what problems they encounter, and what would make their experience better.  
• Customer service is not just a department. It's a philosophy. Every employee, including those who do not have direct customer contact, needs to understand their role in shaping the overall customer experience.  
• Jeff also shares the five strategic practices that need to work together to ensure that a company becomes more customer-centric and can focus on customer experience. 

1. Insights: Gather deep, human-centered insights across the entire customer lifecycle that help you understand what customers are thinking, feeling, and experiencing at every stage. 
2. Strategy: Develop a clear and simple CX strategy that defines how you want customers to feel after interacting with your brand. 
3. Blueprints: Intentionally design and map out the end-to-end customer journey, so that resources and touchpoints align smoothly. 
4. Operating Model: Organizing teams, roles, and processes to consistently deliver on the customer experience across all departments. 
5. Culture: Changing the culture so employees have more inspiration and understanding of why they should care about the customer. 

• Plus, Shep and Jeff discuss the "great distancing" and why companies need to avoid it as they add more technology. Tune in! 

Quote:  

"There's a (customer experience) gap between what companies think they deliver and what customers actually experience. That gap presents an opportunity for companies to get it right with their customers and to build competitive differentiation."  

About:    

Jeff Rosenberg is the co-founder of WideOpen and author of The CX Imperative: Five Strategic Practices for Renewal of the Customer-Centered Enterprise. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   

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Shep interviews Craig Crisler,  CEO and co-founder of SupportNinja. He talks about how brands are adapting (or not) to meet younger customers' expectations, and the importance of blending technology with genuine human connection in CX.  

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. What makes loyalty programs appealing to Gen Z customers? 
2. How does Gen Z's approach to customer loyalty differ from previous generations? 
3. Why is it important for brands to focus on building community within their loyalty programs? 
4. How does personalized service contribute to repeat business and customer loyalty? 
5. Why should companies continuously evolve their loyalty programs for new generations? 

Top Takeaways:   

• Gen Z consumers, people roughly between 18 and 28 years old, are quickly becoming one of the most influential groups of spenders. Their preferences are shaping the way companies design their services and loyalty programs. 
• Loyalty programs must evolve over time to meet the changing needs and habits of new and younger customers. Brands that don't update their loyalty strategy risk losing relevance as younger customers will look elsewhere for more meaningful rewards.  
• While loyalty programs often offer perks like discounts or points, creating a sense of belonging and exclusivity resonates more with Gen Z customers. For example, loyalty clubs that invite them to events or offer early access to new products go beyond just saving money and make customers feel like they are part of something special. 
• It's easy to fall into the trap of generational stereotypes like "Millennials are lazy" or "Gen Z can't focus." The truth is every generation has slackers as well as go-getters. Instead of hiring employees based on which generation they belong to, focus on attitude, personality, and drive. 
• Gen Z shoppers are drawn to brands that build real experiences and communities around their products. Creating experiences helps customers form memories and connections that keep them coming back.  
• Successful loyalty programs prioritize the personal aspect of the customer experience. Small gestures, such as using a customer's name or offering information relevant to their needs, can make a huge impression. Customers like to return to brands that make them feel welcome and valued on an individual level. 
• When brands reach out to customers at a younger age, they can build lifelong loyalty. Companies that nurture these relationships as customers grow are more likely to keep them for decades, and the trust from the start pays off in long-term customer retention. 
• Businesses should use AI to make things easier but not forget that real conversations matter. AI should enable, not erase, the connections between companies and their customers. Customers of all generations still want to talk to actual people who understand their needs and can provide help. 
• Plus, Shep and Craig share customer loyalty strategy examples from brands like Nordstrom, Ikea, Starbucks, and Delta. Tune in! 

Quote:  

"Gen Z leans in on the idea of community in loyalty programs. They want a sense of belonging and love feeling treated special by the way a loyalty program works." 

About:   

Craig Crisler is the CEO and co-founder of SupportNinja, a people-focused company that provides full-cycle outsourced customer support solutions for emerging brands around the world. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   

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Shep interviews Nick Glimsdahl, contact center strategist and author of The Heart of Service. He talks about how organizations can thoughtfully integrate human-centric AI into their customer service. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. What is human-centric AI? 
2. How can companies find the right balance between automation and personal customer interactions? 
3. What are the biggest risks of over-automating customer support processes? 
4. Why do so many AI projects in customer service fail? 
5. How can organizations manage change effectively when implementing AI-driven solutions for customer experience? 

Top Takeaways:   

• Artificial Intelligence can help make customer service faster and more efficient, but it should never completely replace people. Humans are still essential for understanding emotions, showing empathy, and solving complex problems for customers. 
• Don't jump into new technology just because it's trendy. Don't use AI for the sake of using AI. Companies should ask themselves what problems they want AI to solve and what a successful outcome looks like. 
• Over-automation can hurt customer service. It's easy to get excited about what AI can do and try to automate everything. Companies should use AI for simple tasks, but always provide customers with a clear way to connect with a live person when needed. 
• AI, just like humans, can make mistakes. Whether it's providing incorrect information or making unusual decisions, AI hallucinations can occur. Companies that succeed with AI are always ready to learn from their mistakes by updating their systems, and refining AI training. Turn every mistake into an opportunity to keep improving. 
• Trust is the heart of any great service experience, whether powered by AI or humans. Companies must be honest, transparent, and consistent with their customers, especially when introducing new technology. Asking for customer feedback to gauge whether they trust the answers they are getting or feel confident in using the new technology can help companies measure success and look for ways to enhance the experience 
• AI is not just about helping customers. It also helps empower employees. When companies use AI in the background to lighten the workload for their teams, including summarizing calls, handling after-call work, or providing relevant information in real-time, employees can focus on solving complex problems and making customers happy.  
• Plus, Shep and Nick talk about why it's crucial to stay flexible and keep evolving with technology. Tune in! 

Quote:  

"Artificial Intelligence can mean a lot of things to a lot of people. Companies might say, 'We want AI,' but if you don't clearly define what that means, it might not deliver the results you want." 

About:    

Nick Glimsdahl is a contact center strategist and author of The Heart of Service: A Blueprint for Human-Centric AI in Customer Service. He is also the host of the Press 1 For Nick podcast. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. 

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Shep interviews Taylor Scott, Founder of Lead with Hospitality, LLC, and author of Give Hospitality. He talks about how living and working from a place of hospitality can transform both employee experiences and customer relationships. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. How does a positive company culture directly impact customer satisfaction? 
2. How does an employee's internal experience translate to a better customer experience? 
3. Why is it important for organizations to align their hiring practices with their core values? 
4. How can businesses differentiate between providing transactional service and building genuine customer relationships? 
5. How can leadership inspire employees to consistently deliver exceptional service to customers? 

Top Takeaways:   

• True hospitality is about living and working with generosity. It is about giving kindness, compassion, encouragement, and making people feel important, whether they're customers or coworkers. 
• A great customer experience always begins with a strong internal culture. When employees are happy and treated well, they are more likely to treat customers with respect and kindness. 
• What happens behind the scenes of an organization shows up for the customer every time. A positive work environment leads to employees who want to stay, work hard, and care about the company's success.  
• When a new employee joins a company, their first experiences matter just as much as a customer's first impression. Instead of overwhelming them with boring paperwork, give them a chance to experience the best parts of the brand right away.  
• Imagine if, on your first day, you got to truly experience the brand and enjoy what makes it special, instead of just filling out paperwork. Meaningful onboarding makes new hires feel welcome and comfortable, and teaches them about the brand's values more effectively than any paperwork can.  
• When there is alignment, employees feel like they belong, which inspires them to give their best for the customers. Finding employees who share the same values as your organization is the key to building a strong team.  
• Lasting business success comes from building real relationships with customers and employees, not just completing quick transactions. Make every interaction, at every stage of the journey, an opportunity to connect and leave a lasting positive impression.  
• Simple acts of recognition like calling someone by name, thanking them for their loyalty, or leaving a handwritten note can have a huge impact. These small gestures, which are often free or inexpensive, show customers that they are seen and valued, not just another number. 
• Consistent positive experiences build trust. No matter where your customers interact with your brand, whether on an app, in person, or through customer service, the experience should feel consistent and reliable.  
• Plus, Taylor talks about his new book, Give Hospitality, a story about how an uplifting, generous culture transforms both customers and employees. Tune in! 

Quote:  

"The essence of hospitality is the ability to make people feel welcome, comfortable, and important." 

About:    

Taylor Scott is an inspirational keynote speaker and organizational development consultant. He is a best-selling author, and his new book, Give Hospitality: A Hopeful Story of What Happens When We Live, Work, and Love from a Place of Generosity, is now available on Amazon. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   

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Shep interviews Mark Rohan, Co-Founder and COO of Klearcom. He discusses the importance of balancing digital and human support, and how embracing AI and change can lead to world-class customer service. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. Why do many customers still prefer voice support over digital self-service or AI solutions? 
2. What percentage of customers are likely to leave a company after a negative experience with automated phone systems? 
3. How can companies use technology to detect and resolve customer service issues in real time? 
4. Why is it important for companies to offer both digital and human support options? 
5. What role does artificial intelligence play in modern customer support? 

Top Takeaways:   

• The customer experience begins the moment you first attempt to communicate with a business, whether  through a chatbot, a phone call, or an email. Every interaction creates the customer's impression of the organization. Be easy to do business with right from the very beginning.  
• Tools like Interactive Voice Response (IVR) menus and AI chatbots can make the difference between customer satisfaction and frustration. Studies show that around 73% of people will avoid a business if they have a bad encounter with an automated phone menu. That means companies could lose customers before they even have a chance to help them.  
• No matter how good AI and digital options become, there will always be moments when people want to talk to another person. AI and digital options may deliver the quickest response for routine or predictable issues that customers encounter day to day. However, when issues are urgent or sensitive, most customers prefer to hear a reassuring human voice.  
• Businesses that stick with doing things "the way we've always done it" put themselves at risk of falling behind. Adapting to new technologies, even if it feels uncomfortable, keeps companies competitive and relevant.  
• Customers don't just compare one business to its direct competitors. Instead, they compare every interaction to the very best experience they've ever had, no matter where that was. If another company makes things quick and easy, customers expect you to do the same. Companies must continuously strive to be proactive, responsive, and raise their own standards.  
• Every issue that a customer encounters is an opportunity to be memorable and to create loyalty. If a problem occurs and is resolved quickly and kindly, customers may trust the company even more than if nothing had gone wrong.  
• Plus, Shep and Mark discuss what world-class brands are doing differently when it comes to integrating technology into their processes. Tune in!

Quote:  

"Everybody remembers the poor experiences, but very few people remember the good ones. You can't always deliver a perfect customer experience, but you do your best to deliver the best you possibly can." 

About:   

Mark Rohan is the Co-Founder and COO of Klearcom. He has 20 years of experience in telecom and IT, and is a strong advocate for seamless customer experiences. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   

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Shep interviews Dr. Tim Currie, leadership expert and author of Swift Trust. He shares research-backed strategies on how organizations, whether remote or in-person, can build trust, a strong culture, and genuine employee engagement. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. What is swift trust? 
2. How does internal company culture influence customer experience? 
3. How can leaders build a followership?
4. Why is trust important for employee engagement and customer satisfaction in virtual teams? 
5. How can organizations recreate the benefits of in-office culture for remote teams? 

Top Takeaways:   

• Creating a strong culture of trust in a remote work environment takes much more than just assigning tasks and checking the results. Since people aren't together in the same place, leaders and team members need to go out of their way to engage, communicate, and build connections, just like they would in person. 
• Swift trust is a concept that involves assuming your teammate is competent, reliable, and of good character. This is common in remote settings or short-term projects where you don't have time to build deeper relationships. This form of trust often remains transactional and surface-level unless further effort is made to deepen those relationships. 
• Happy employees usually lead to happy customers, no matter where work is happening. The way employees feel inside an organization directly affects how they treat customers, whether employees are working in an office or from home. If workers feel connected and cared for, they're more likely to treat customers well. 
• In an office, great leaders can "work the room" and connect with employees face-to-face. When everyone works remotely, leaders have to become visible in new ways.  
• The number one indicator of trust in leadership is online availability. Seeing a manager's green light online or receiving an answer to a question builds confidence that leadership is engaged and supportive. This digital presence is similar to an office's "open door" policy, as it allows employees to reach out and get help even when they are not in the same location. 
• "Followership" is the idea that employees want to be led by someone they trust and respect. This is possible in remote work when companies are willing to invest in teams mastering skills like communicating through video calls, chat platforms, and social media-style updates. 
• When employees are scattered around the world, they still need to feel like they're part of the team. Regular video calls to celebrate successes, check in on well-being, or just have fun keep morale high.  
• Plus, Shep and Tim talk about what is causing the "attention battle" in teams and how to win it effectively. Tune in! 

Quote:  

"The more leaders can authentically engage in digital channels and share more of themselves on a personal level, the more employees will feel they are sincere and genuinely reaching out. It's the closest thing to human touch we can find in a remote setting." 

About:   

Dr. Tim Currie is a leadership expert who has personally generated over $100 million in revenue and guided teams to more than $1 billion. He is the author of Swift Trust: Mastering Relationships in the Remote Work Revolution. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   

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Shep interviews Dr. Jeff Dahms, Director of Customer Experience & Insights at Physicians Mutual. He talks about how organizations can use research and customer data to make better, customer-focused business decisions.  

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. How does data-driven decision-making improve customer service? 
2. Why is it important to understand the reasons behind customer decisions and behavior? 
3. How can organizations effectively gather and utilize customer feedback to improve service? 
4. How can businesses identify gaps in the customer journey using research and analytics? 
5. What is the "cycle of success" framework in customer experience management? 

Top Takeaways:   

• When making decisions for your business, relying on gut feeling may not be reliable. Having data about your customers' behavior and collecting their feedback gives you better odds of providing the best experience for them. 
• Improving customer experience is a continuous cycle. You start by collecting feedback from customers, then turn it into helpful data for your business. After that, share the information with your employees so they can better serve customers, and then look for new feedback from your customers about their experience to continue improving.  
• Smart leaders and managers know how to choose quality over quantity when it comes to data. When you are collecting huge amounts of information, use the pieces that help you make better decisions or solve a particular problem. 
• Traditional surveys can give you some feedback, but they don't always tell the whole story. Not everyone will respond, and sometimes you only hear from people who either really love or really dislike your service. To gain more accurate insights, consider combining surveys with other methods, such as interviews or external research.  
• Collecting feedback is great, but it's only helpful when the employees who work directly with your customers understand and know how to use it. Break down complex data into simple, actionable ideas. This could mean additional training, clearer instructions, or helpful tips to manage challenging situations.  
• Good research starts with good questions. Before collecting feedback, it's better to understand the specific problem or question you're trying to solve. When you define exactly what you need to know and why, it helps you choose the best research methods that will give you the most useful results.  
• Great customer experiences start with a positive environment for your employees. Make sure your team has the tools, training, and support they need to do their jobs well. When employees feel valued and know how to help customers, service improves for everyone. 
• Plus, Shep and Jeff discuss why it is important to learn from customers, even the ones who have already left. Tune in! 

Quote:  

"Do you know why your customers are making the decisions that they make? Understanding the 'why' behind customer choices is important if you want to operationalize a customer-centric philosophy in your daily business." 

About:    

Dr. Jeff Dahms is the data-driven Director of Customer Experience & Insights at Physicians Mutual, where he helps businesses leverage information to improve processes and customer outcomes. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.  

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Shep interviews Matt Price, CEO and co-founder of Crescendo. He talks about how blending AI with human expertise can reduce inefficiencies, improve customer experiences, and transform customer service from a cost center into a key revenue driver. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. How can companies effectively balance AI automation with the human element in customer service? 
2. What are hidden sources of waste in customer service operations, and how can they be eliminated? 
3. Why is it important for organizations to move away from viewing customer service as just a cost center? 
4. How can businesses ensure a smooth transition from legacy systems to cloud-based customer service solutions? 
5. How can AI be used to enhance, rather than replace, meaningful human engagement? 

Top Takeaways:   

• Customer service is enhanced when it combines the strengths of artificial intelligence with human capabilities. While AI can handle simple and repetitive tasks, making things faster and more efficient, human agents can excel in complex situations where empathy and emotional understanding are needed. 
• Customer support is often seen as a way to deal with problems and mistakes. However, when done right, customer support not only keeps customers loyal and happy but also drives future sales. 
• Companies sometimes attempt to save money by delegating most customer service tasks to AI. However, if AI isn't accurate or easy to use, it can end up costing more. You might lose customers who get frustrated, or spend extra time fixing AI's mistakes. Use AI that is the right fit for your organization and always have backup plans in place for when your customers need human support. 
• Instead of waiting for something to go wrong, companies can use new technology to help customers before they even reach out. For example, companies can offer AI support to stay with a customer through the whole process of unboxing and installing their product.  
• Organizations that prioritize customer service tend to achieve better results. Customer service isn't just something you "have to do." It can be your company's main way to stand out from your competition.  
• Plus, Shep and Matt discuss how companies can move from deflection (using AI or technology to handle customer inquiries and divert them away from live agents) to customer engagement. Tune in! 

Quote:  

"AI is changing and improving all the time. Your business is changing and improving . You need to establish feedback loops to ensure that handoffs remain seamless for your customers and employees, and you never force AI to do more than it should." 

About:   

Matt Price is the CEO and co-founder of Crescendo, a customer service platform that combines AI technology with human expertise to deliver exceptional customer support experiences. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. 

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Shep interviews Jay Patel, Senior Vice President and General Manager of Cisco's Webex Customer Experience Solutions. He talks about how AI and innovative technologies are transforming contact centers to improve both customer and employee experiences. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. How is AI transforming the customer service experience? 
2. How is AI improving self-service options for businesses? 
3. Will AI ever fully replace human customer service agents? 
4. How can AI help reduce burnout and attrition rates among contact center agents? 
5. What risks should companies watch out for as they adopt AI in customer service?  

Top Takeaways:   

• Artificial Intelligence (AI) is transforming the way companies and customers interact. With advancements such as smarter self-service options and AI-powered voice agents, companies can now resolve customer issues more quickly and intuitively. This leads to a more seamless and satisfying experience for both customers and customer service agents. 
• Many customers still prefer to call customer service, despite companies offering self-service options. In this year's Customer Service & CX Research, we found that 68% of customers still prefer to talk to a live customer service agent.
• Some self-service options may not always be as effective as companies and customers want them to be. However, self-service is expected to improve as AI becomes more intuitive and capable of handling more complex problems. When it is easier to use and more effective in resolving issues, customers may grow to trust and utilize self-service more frequently.
• While self-service tools continue to improve, many customers will still prefer to speak with a representative, especially for complex or emotionally charged issues. AI-powered voice agents are set to become more advanced, handling conversations "just like humans," allowing customers to get resolutions without waiting for a human agent to become available. 
• Customer expectations are higher than ever. They expect immediate answers and help when they reach out to a company. Companies must keep pace with this demand by ensuring they offer customer care options that are quick, reliable, and easy to use.  
• AI just doesn't help customers. It also helps employees by making their jobs easier and more fulfilling. For example, AI is used to provide agents with call history, so customers don't need to repeat themselves, and it can give agents the information they need to solve the customer's problems efficiently. 
• As companies use more AI tools, keeping their data safe and secure is more important than ever. Strong security policies and data protection help build trust, allowing customers to feel more comfortable using digital services. 
• Jay Patel shares information about Cisco's WebexOne 2025 in San Diego, California, from September 28 to October 1, 2025. This event will highlight real-world customer successes and the latest innovations in AI-driven customer experience technology. 
• Plus, Shep and Jay discuss the future risks and responsibilities that come with rapidly adopting AI in customer service. Tune in! 

Quote:  

"We've been speaking  a lot longer than we've been typing, and I think the most profound technology change we'll see soon is that machines will be able to understand us through voice." 

About:   

Jay Patel is the Senior Vice President and General Manager of Cisco's Webex Customer Experience Solutions business, responsible for product development, engineering, operations, and go-to-market. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.

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Shep interviews Sowmyanarayan Sampath (known simply as Sampath),  Chief Executive Officer of Verizon Consumer Group. He discusses why he publicly shares  his email address and what Verizon is doing to become number one in customer satisfaction by truly putting the customer first. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. How can you turn your call center from a cost center to a profit center? 
2. Why should companies invest in improving customer experience? 
3. How can organizations use customer feedback to enhance their products and services? 
4. Why is it important for leadership to be accessible to customers when addressing service issues? 
5. How can proactive customer service resolve complex issues more efficiently? 

Top Takeaways:   

• Feedback is a gift. Every complaint is an opportunity to learn what went wrong and how to do better. Whether it's reading emails, analyzing phone calls, or collecting feedback, listening to the customer is a powerful way to enhance any service or product. 
• Spending money on customer experience may sound expensive, but it can save money and create loyalty over time. By fixing problems quickly and making interactions easier, customers don't have to waste time with lengthy calls and repeating themselves. Happy and satisfied customers tend to stick around longer and often attract friends and family.  
• First contact resolution is always the main goal. However, some problems need more time and coordination with different departments to resolve. That’s why having a "customer champion" inside the customer support department who takes ownership and proactively follows through until an issue is resolved makes a difference to customers.  
• Being "customer first" means making sure every channel, whether it's digital, in-person, or on the phone, works seamlessly. Not everyone wants to call, and not everyone wants to use a website or app, so giving customers a choice is essential. When people can choose what's easiest for them and have a great experience every time, it contributes to creating a flawless experience. 
• AI, automation, and technology can make things easier and faster for both customers and employees. If used correctly, technology provides employees with the most accurate and complete information available, enabling them to answer customer questions quickly.  
• Retail isn't dead. It's just become impersonal for many customers. However, if you create a store experience that's good, local, and personalized, people will come to your store. When you make your store about real, personal connections in the community, you give people a reason to want that face-to-face experience again. 
• Plus, Sampath shares why Verizon is shifting its internal metrics from traditional contact center measurements (such as average handle time) to metrics that truly matter to customers and the business in the long term. 

Quote:  

"When a customer reaches out to us, they don't reach out to say how great we are doing. They reach out because someone or something along the process did not live up to their standards or ours, whichever is higher." 

About:    

Sowmyanarayan Sampath is the CEO of Verizon Consumer, overseeing a customer base that's the largest in the U.S., generating over $103 billion in annual revenue. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.  

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Shep interviews Dave Baxter, CEO of Solutions by Text. He discusses how text messaging has evolved into an essential tool for customer communication that improves the customer experience.  

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. How has text messaging evolved as a preferred channel for customer communication for customers? 
2. Why do customers prefer receiving communications from businesses via mobile devices? 
3. What role does trust play when a customer provides their mobile number to a business? 
4. How can businesses avoid abusing the privilege of texting their customers? 
5. What impact does timely and relevant text communication have on customer loyalty? 

Top Takeaways:   

• Texting is fast and direct, and people are already glued to their phones for hours each day. 95% of texts are opened and read within five minutes of being received, making it one of the most preferred method of communication for customers.  
• Customers now have more choices than ever, from the products they want to buy to the brands they want to do business with. If a company doesn't meet them on their terms, they are likely to simply take their business elsewhere. Giving customers what they want, the way they want it, is the best way to earn their loyalty. 
• When a customer gives you their phone number,  it is a sign of trust. For some people, a phone number is almost as personal as their home address or, in some cases, even their social security number. When that trust is abused by spamming irrelevant messages, customers can easily block a business… forever!    
• Texting has evolved over the years. It’s no longer just plain words in a message. Rich Communication Services (RCS) now allows images, video, branded messages, and even interactive options.  
• Text messaging can help answer questions and solve problems more quickly than making a call or sending an email. Texting provides speed and accuracy. Depending on the interaction, it can also provide a level of anonymity and comfort to customers who may not feel comfortable talking on the phone. 
• Building communication around customers' preferences helps businesses get their message across effectively and quickly. But remember, the customer will always win. With so many choices and tools, customers have the final say in how they do business. Be mindful of what you text, how often, etc. Don’t abuse the customer’s trust in you.   
• Plus, Shep and Dave discuss why Millennials and Gen Z are willing to leave brands that don't offer text communication. Tune in! 

Quote:  

"Businesses are met with the challenge to send messages to their customers where they want to be met. 95% of text messages are open and read in under 5 minutes while only 22% of emails are actually ever read." 

About:   

Dave Baxter is the CEO of Solutions by Text, a company that helps businesses from the payment and financial space communicate with customers in a reliable, effective, and compliant way.  

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.  

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Shep interviews Jamey Lutz, founder and principal of Jamey Lutz Consulting and the author of Pathway to Purpose. He talks about how organizations can go beyond customer satisfaction to create exceptional customer experiences by building a strong service culture and learning from both inside and outside their industry. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. How can businesses convert mediocre customer experiences into exceptional ones?  
2. How can businesses turn unhappy customers into loyal fans? 
3. Why is mere customer satisfaction not enough to ensure long-term loyalty? 
4. How can businesses benchmark their customer experience performance? 
5. How can businesses use customer feedback to prioritize improvements that actually matter? 

Top Takeaways:   

• Having a customer-focused experience starts with the organization's culture. When everyone in the company, from leadership to frontline teams, cares about service, the customer feels it. 
• Satisfied customers are not necessarily loyal. Satisfaction means their expectations were met but not exceeded. They don't complain because there isn't enough for them to complain about, but that doesn't mean they are happy. So, when another option with a better offering from a competitor, such as a smaller price tag, a more convenient location, or shorter wait times, comes along, they are still likely to leave. 
• Companies need to learn from good and bad customer feedback, but they should not neglect the customers in the middle. Customers who aren't upset but aren't delighted either are the most likely to leave without saying a word. These customers are dangerous because there is no obvious warning sign before they simply fail to return. Businesses should focus on transforming mediocre experiences into better ones by understanding what is missing and implementing improvements. 
• When a mistake happens, how it is handled matters even more than the mistake itself. When a business makes mistakes but shows empathy and resolves the issue promptly, customers feel valued and may become more loyal than they were before. 
• While learning what your competitors are doing right, remember that your customers don't just compare you to companies within your industry. Customers compare you to the best experience that they have had in any industry. Study world-class organizations and what they are doing to stand out. Then consider what you might be able to apply to your brand.  
• What you think is important may not always align with what the customer thinks is important. To make impactful changes, ask for customer feedback and listen to what matters most to them. Focus your energy and resources on improvements that truly matter to your audience.  
• Additionally, Jamey shares lessons on providing an exceptional customer experience from his time as Director of Quality for The Ritz-Carlton. Tune in! 

Quote:  

"If you only focus on fixing really bad experiences and celebrating great ones, you miss the danger in the middle. Customers who say, "It was okay," will likely leave you the moment something better comes along."  

About:   

Jamey Lutz, founder and principal of Jamey Lutz Consulting and the author of Pathway to Purpose: Big Ideas for Fueling Irresistible Corporate Cultures. He served as the Director of Quality for The Ritz-Carlton, Palm Beach, and later as the Performance Improvement Leader of the Americas, where he led high-impact guest experience projects across 26 hotel properties. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   

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Shep interviews Katherine Melchior Ray, a professor at UC Berkeley, brand expert, and author. She talks about her book Brand Global, Adapt Local, and how brands can build value by understanding and personalizing experiences across different cultures and regions. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. How can cultural differences impact customer service interactions? 
2. What role does personalization play in enhancing the customer experience across different cultures? 
3. Why is it essential to understand local cultural perceptions when building brand value? 
4. How can businesses strike a balance between global brand consistency and local cultural adaptation? 
5. What impact does the country of origin have on storytelling for brands? 

Top Takeaways:   

• Understanding cultural diversity builds brand value. Different countries and cities may host a variety of cultures and nationalities where diverse preferences and customer expectations coexist. By embracing these differences, businesses can tailor customer experiences to fit cultural nuances and serve diverse markets better.  
• Customer experience is a global differentiator. Brands can no longer rely solely on product quality or price alone. The way brands engage with and serve their customers has a significant impact on their success.  
• Personalization isn't just for luxury brands. Even small daily purchases, such as a cup of coffee, can be personalized to enhance customer satisfaction. Understanding customer preferences helps brands build confidence and provide a greater value than just the product itself.  
• Storytelling is an essential part of creating brand value because it shapes how customers perceive a brand's origins, identity, and purpose.  
• Understanding cultural context is important because what resonates in one region may not be as meaningful or attractive elsewhere. Brands need to strike a balance between having a consistent global message and being flexible in the experience they create to adapt to different markets' perceptions. 
• Trust and brand loyalty are strengthened when businesses prioritize understanding their customers' cultural backgrounds and nuances. This communicates to the customer that they are valued as individuals, not just as transactions.  
• Cultural dynamics evolve, so it is essential for brands to continually learn from diverse international markets and keep up with customer preferences.  
• Plus, Katherine shares some interesting nuances in customer interactions from countries such as Japan, Singapore, Italy, France, the United Kingdom, and more. Tune in! 

Quote:  

"The skills we learn to work across explicitly different cultures are the skills that we can use to embrace diversity in our own country." 

About:   

Katherine Melchior Ray, an educator at UC Berkeley Haas School of Business, brand expert, and co-author of Brand Global, Adapt Local: How to Build Brand Value Across Cultures. She has worked with some of the world's biggest brands, including Nike, Nordstrom, Louis Vuitton, Gucci, Hyatt, Shiseido, and Babbel. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.  

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Shep interviews Mark Williams, Head of Customer Care at Samsung Electronics America. He discusses enhancing customer service through smart technology, providing fast and simple support, and utilizing AI tools to create loyal customers and continually improve their experience. 

 This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. How can a brand turn customer service interactions into opportunities for brand loyalty? 
2. What are the benefits of proactive customer service? 
3. How does smart technology enhance the overall customer experience? 
4. What role does customer feedback play in improving the overall service experience? 
5. How can artificial intelligence enhance the role of customer service agents? 

Top Takeaways:   

• Every customer interaction is an opportunity to turn someone into a loyal fan, even a promoter of your brand. 
• Customer service shouldn't just be about fixing problems. It should also be about preventing them. Customer care doesn't always have to be reactive. By using technology to anticipate problems, brands can identify and resolve issues even before customers becomes aware of them. For example, Samsung's smart appliances can alert you to issues like a fridge getting too warm and even schedule a repair before your food goes bad. 
• Loyalty can be built through customer service, even when it comes after a problem or a negative experience. When customers have a great experience getting help, and their problems are solved quickly, they are more likely to buy again and recommend the brand to friends and family.  
• Mark also shares his three core principles: Speed, Simplicity, and Service. 

1. Speed: Reduce the time it takes to fix a customer's issue. The sooner you solve the problem, the happier and more loyal your customers become. (In the U.S. Samsung's repair network now covers 99% of the U.S. for consumer electronics, and 81% of Americans are within just a 30-minute drive of same-day mobile service.) 
2. Simplicity: Remove confusing policies, eliminate unnecessary steps, and actively listen to employees and customers for ideas on how to simplify processes.  
3. Service: When you design experiences that put customers first, understand their needs, and effectively solve their issues, you will attract lifelong customers who will continue to buy from you because they know they can trust you, even when something goes wrong. 

• Create easy ways for employees to share their thoughts and observations on what could be done better. Frontline workers know firsthand which policies and processes work and which ones frustrate customers.  
• AI works best as a tool that helps people, not as a replacement for them. It empowers staff to focus on understanding customers and resolving their issues, while AI provides instant and relevant information that accelerates the process and enhances accuracy. 
• Customer service is an income-generating department. Reliable products are important, but it's the extra mile in service that makes people choose to do business with a brand again and again.  
• Plus, Mark shares why more than half of Samsung's customer care team in the U.S. has been with the company for over 10 years. Tune in! 

Quote:  

"Get to customers quicker and solve their problems before they even know they have a problem." 

About:   

Mark Williams is the Head of Customer Care at Samsung Electronics America. His work centers on proactive solutions that help customer service teams address issues quickly and efficiently. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.

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Shep interviews Ryan Hamilton, associate professor of marketing at Emory University's Goizueta Business School and co-host of The Intuitive Customer. He talks about his new book, The Growth Dilemma, and the challenges brands face in serving multiple customer segments with differing needs and expectations.  

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. How does customer segmentation impact how customer experiences are designed? 
2. How can businesses navigate conflicts between different customer groups seeking unique experiences? 
3. In what ways do ideological differences between customers influence brand experience? 
4. Why is it important for companies to continually adapt their customer experience as their customer base grows? 
5. How do influencers impact customer behavior? 

Top Takeaways:   

• Some companies believe that they are only serving one type of customer. In reality, there are often several segments with different needs and expectations. Take Disney, for example. They serve both families with kids and “Disney adults”—grown-ups who love the Disney experience just as much. Each group may be looking for something different, but both are important to the overall customer experience. 
• Companies need to recognize how different customer groups impact the business and how they interact with one another. When companies do not understand the different customer segments that they serve, they risk accidentally leaving one group out (and losing their business) or even creating conflict between groups. 
• One way to keep different customer groups happy is to design experiences just for them, even if they are sharing the same space. Depending on your type of business, this could mean creating special areas, offering different products, or even building new locations with certain features in mind.  
• As a business grows, so will its customer base. This means adjusting and innovating to meet the diverse needs and expectations of their customers. Successful brands continually evolve to attract and serve new customers without compromising the identity that initially drew their original customers. 
• Innovation is a double-edged sword. It can bring about changes that improve or disrupt the customer experience. Brands need to be willing to listen to customer feedback and adapt accordingly. Good communication and flexibility show customers that their opinions matter. 
• Customer segments and expectations evolve. What works for a brand today might not work tomorrow. Brands need to continually monitor how their different customer segments change and interact with each other, and be ready to adjust products, services, and experiences to keep everyone happy. 
• Plus, Shep and Ryan discuss how influencer and follower relationships drive trends and customer behavior. Tune in! 

Quote:   

"Serving one customer segment is challenging enough, but when you have multiple groups wanting different things, you're managing a whole ecosystem where you need to keep each customer happy." 

About:   

Ryan Hamilton is a keynote speaker and an associate professor of marketing at Emory University's Goizueta Business School. He is the co-author of The Intuitive Customer and the co-host of a podcast with the same name. His new book, co-authored with Annie Wilson, The Growth Dilemma: Managing Your Brand When Different Customers Want Different Things, is now available on Amazon. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.  

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Shep interviews Ryan Minton, Best-Selling Author and Keynote Speaker. He talks about his new book, Uplifted and shares insights from his experience in hospitality, including the impact of employee engagement, appreciation, and empowerment in creating uplifting work environments and better customer experiences. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. What practical benefits come from creating an uplifting workplace culture? 
2. How does a hospitality mindset improve customer service across different industries? 
3. What impact does leadership have on employee morale and customer experience? 
4. How does positive leadership help reduce staff turnover in customer-facing roles? 
5. In what ways does an employee's mood affect customer interactions? 

Top Takeaways:   

• The hospitality mentality is not just for hotels and restaurants. It is valuable in every industry because it sets the bar for the customer experience standard. It teaches every employee to always show care, gratitude, and kindness no matter what industry they work in. 
• A heartfelt "thanks for coming in today" can make a real difference in someone's mood and attitude. It is a simple yet powerful statement that leaders can say to make their employees know that they matter. When employees feel appreciated, they're more likely to enjoy coming to work and give their best. It creates a workplace where people want to come, stay, and grow. 
• Every employee becomes the face of your brand the moment they interact with your customers. When they are not happy at their jobs, customers feel it. High turnover and unhappiness can hurt customer satisfaction, so making sure that employees are engaged, equipped, and fulfilled helps create positive customer experiences.  
• Strict policies can sometimes get in the way of the human aspect of customer service. When employees are trusted to handle situations as they see fit, they feel empowered to do their jobs. Employees need to grow through training and be equipped with the right tools so that they can use policies as guidelines while exercising common sense to meet each customer's unique needs.  
• Happy employees lead to happy customers, and happy customers come back. Invest in people through appreciation, empowerment, and uplifting leadership. 
• Loyalty programs and perks can encourage repeat business, but truly memorable companies don't rely on them alone. Being helpful, friendly, and uplifting is the best loyalty program you can offer. When people feel good about you, they'll keep coming back, with or without loyalty programs. 
• Plus, Ryan shares the "balloon effect" and how it can elevate customer and employee experiences. Tune in! 

Quote:  

"Good old-fashioned customer service is just good old-fashioned hospitality. So many brands look to the hotel industry because it has become the standard for customer service."    

About:   

Ryan Minton is a Best-Selling Author and Keynote Speaker with over 20 years of experience leading world-class hospitality brands. He is the author of Thanks for Coming in Today: Creating a Culture Where Employees Thrive & Customer Service is Alive. His upcoming book Uplifted! The Remarkable Power of Positive Leadership on Frontline Teams launches June 10th. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   

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Shep interviews Ray Titus, CEO of United Franchise Group (UFG). They discuss embracing change, balancing creativity and standards, and maintaining consistency across over 1,800 franchises in over 80 countries. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

• 1. How can businesses maintain consistent customer service across different industries? 
  2. How does staff training influence customer satisfaction? 
  3. How does community involvement enhance customer loyalty? 
  4. Can one employee's actions shape the reputation of an entire franchise network? 
  5. How does embracing technological change improve customer experience? 

Top Takeaways:   

• Different types of businesses may require different standards when it comes to their products and procedures. However, customer experience standards like being easy to do business with and maintaining excellent customer communication can be applied to any industry.  
• Delivering a consistent level of service helps customers know what to expect, no matter which location or brand they visit. It's this consistency that builds trust and a strong reputation over time. 
• Every business and leader must be receptive to change, whether it is new technology, rising customer expectations, or new regulations. Companies need to keep learning and adapting to thrive. 
• Every employee, from new hires to experienced managers, represents the entire brand and all its locations the second they interact with a customer. Every person in the company must be trained and equipped to be the "CEO of the Moment" because a single moment can make or break the brand's reputation.  
• Becoming involved in the local community allows brands to stand out and build loyalty. This could mean supporting Little League teams, participating in school events, or helping with local charities. Customers appreciate it when brands support the causes that they care about. When a brand becomes "the most popular person in town," people will go out of their way to support it. 
• Training isn't something you did. It's something you do continuously and consistently. It isn't just about teaching people how to do their jobs. It's about sharing company values, customer service best practices, and keeping up to date with the standards for each type of business. 
• Examine every touchpoint in a customer's journey and try to make it the best in the world. Businesses can set themselves apart by making little improvements in each interaction that add up to an unforgettable experience for customers. 
• Plus, Shep and Ray talk about Will Guidara’s concept of "unreasonable hospitality" that can be applied to all businesses, in every industry. Tune in! 

Quote:  

"Your employees must understand that what they say and do impacts others. When they interact with a customer, they represent not just themselves but the entire organization's reputation." 

About:   

Ray Titus is the CEO of United Franchise Group (UFG), a global leader in franchising. UFG and its affiliated brands currently have a presence in over 80 countries, with a network of over 1,800 franchise locations worldwide.   

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. 

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Shep interviews Kenji Hayward, Senior Director of Customer Support at Front. He talks about Front's The State of Service Expectations report and how customer expectations are evolving around AI, response times, loyalty, and what businesses can do to meet and exceed those expectations. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. What are the top expectations customers have from brands?
2. What role does AI play in enhancing customer interactions and support? 
3. How many bad experiences does it take before a customer stops doing business with a company? 
4. Why is it important for companies to use their products? 
5. Is there a difference between how businesses and customers perceive good response times? 

Top Takeaways:   

• Be a customer of your own business. One of the best ways to understand and improve a product is by using it yourself. When team members, including managers and leaders, act as customers, they feel what real customers experience, both the good and the bad.   
• The State of Service Expectations by Front found that it only takes three bad experiences before 59% of customers decide to leave and find a different company to do business with. This leaves almost half of the customers who leave after 2 or even 1 negative experience from your brand. This means every interaction counts. 
• The very first interaction can set the tone for their whole experience. Many companies are now using AI to handle their first contact, so it must be friendly, fast, and accurate. 
• Transparency is essential in building trust. Companies using AI or chatbots should always be upfront with customers. People appreciate being told whether they are chatting with a human or a digital assistant, and that when the technology isn't working, there is an easy way to reach a real person. 
• Many customers (39%) like it when companies remember their preferences or past purchases and use that information to offer better service. However, some customers (57%) also worry about how much personal data is shared with AI or other technology. Finding the right balance between personalization and privacy is important so customers can feel comfortable and safe with how their information is being used. 
• Customers want an amazing experience, even if it costs extra. The State of Service Expectations found that 60% of customers would be willing to pay more for faster response times. Our customer service and experience research echoes this, where 59% of customers say customer service is more important than price.  
• AI has gotten much better, faster, and cheaper in the last few years. It's easy to get caught up in the latest technology or the fanciest software. But no matter how advanced your tech is, it won't matter if you don't have the foundations of good customer service, like empathy, transparency, speed, and convenience. 
• Plus, Shep and Kenji discuss how much customers are willing to wait for email, chat, or phone responses before they start to lose patience with your brand. Tune in! 

Quote:  

"Bad experiences can turn the customer off and make you lose their loyalty. In this day and age, where customers have many options on brands they want to work with, the role of customer support teams has become really amplified." 

About:   

Kenji Hayward is the Senior Director of Customer Support at Front. He is a customer experience and AI innovator. You can follow his newsletter on customer support and technology, Top Tier Support. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   

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Shep interviews Joseph A. Michelli, professor of Service Excellence, speaker, organizational consultant, and best-selling author. He talks about his new book, All Business Is Personal, and how companies can blend technology with humanity to create personal connections and improve customer experiences. The case study Michelli uses throughout the book is One Medical, a perfect example of how to achieve the balance between technology and the human-to-human connections you want to make with your customers.  

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. What are the benefits of combining technology with personal interaction in customer service?
2. What role does listening play in improving the customer experience?
3. How important is it for businesses to include digital and human touchpoints in customer interactions?
4. How does a seamless digital experience impact customer satisfaction and loyalty? 
5. Why is emotional connection important in business? 

Top Takeaways:   

• Technology, like apps and AI, makes life convenient for customers by allowing easy online scheduling or instant answers through chatbots. However, it is still the human connection that builds lasting relationships. The best businesses use tech to make things faster and simpler but always offer a human backup for when a customer needs a personal touch. 
• So many businesses continue to operate the same way because "that's how it's always been done." It is important to constantly ask why things are done a certain way and whether there's a better, more modern, or easier approach for customers.  
• Delivering a great customer experience is not just about satisfying customer needs. It's the best marketing a company can have.  
• People remember how you made them feel long after the transaction is over. Creating an emotional connection with your customers can transform a routine interaction into a memorable experience. Creating positive emotions through empathy, excitement, or delight builds loyalty and motivates customers to refer you to others. 
• Use Net Promoter Score as a guideline, not a vanity metric. While a high Net Promoter Score (NPS) can indicate customer satisfaction, the actual behavior of customers and the genuine referrals they make is what counts.  
• Train your employees to listen to what customers say, not just hear their words. Many businesses train their staff to communicate, but few teach them to listen deeply and with empathy. Listening well helps you understand how your product and services impact the customer’s life and what it means to them. 
• Wow moments are not always over-the-top experiences. Going slightly beyond what's expected can create a big impact on customers. Small gestures such as remembering a customer's name or a personal preference can elevate a service experience from just fine to amazing. 
• Plus, Joseph shares how One Medical transformed healthcare by blending technology with personal service, creating a more convenient and customer-focused experience. Tune in! 

Quote:  

"There's a difference between personalization and a personal connection.” 

About:   

Joseph Michelli is a speaker and consultant renowned for his customer experience and leadership expertise. He has worked with global brands like  Starbucks, Mercedes-Benz, and The Ritz-Carlton Hotel. His latest book, All Business Is Personal: One Medical's Human-Centered, Technology-Powered Approach to Customer Engagement, is now available on Amazon.  

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. 

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Shep interviews Mike Milliron, Chief Operating Officer of IMG Academy. He talks about the academy’s customer experience focus, innovative programs for empowering student-athletes, and its accreditation by Bain and Company for customer experience excellence. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. How does the Net Promoter Score (NPS) help organizations measure the effectiveness of their customer experience programs? 
2. What role does employee engagement play in enhancing the customer experience? 
3. How can schools empower students to achieve their future goals, both academically and in sports? 
4. How can schools create a system that effectively responds to feedback from students and parents? 
5. What is reputation marketing? 

Top Takeaways:  

• Happy and engaged employees naturally create better experiences for customers. When staff members feel heard, empowered, and proud of their work, they go above and beyond to help others.  
• While good marketing helps, it is not enough to build a good reputation. The real magic happens when people keep coming back and telling their friends because they had an amazing experience.  
• IMG Academy uses Net Promoter Score (NPS) to measure satisfaction and drive real improvements based on student and parent feedback. They’ve built a listening program that keeps their NPS steadily rising. Their winning customer experience and employee experience show that NPS is most valuable when it leads to actionable insights and loyalty rather than just being a score. 
• Creating an excellent customer experience takes everyone working together, from those working on the frontlines to the back office and the C-suite. When all team members are clear on the mission and know how they can make a difference, it creates a culture where it is “cool to care” about your customers. 
• When leaders are engaged and actively participate in initiatives, they can better understand the challenges faced by their teams and customers. 
• Collecting feedback and turning it into actionable steps helps create a culture that values continuous improvement. Customers and employees like knowing their opinions are heard and valued.  
• IMG Academy puts students at the center of everything they do. They have built an unrivaled experience through innovative listening programs that actively collect and act on feedback from students, parents, and staff multiple times each semester.  This helps personalize and continuously improve every student’s journey. 
• Beyond academics and athletics, IMG Academy focuses on holistic development to empower student-athletes to thrive not just in sports, but also academically and socially, helping them "win their future."  
• Plus, Mike Milliron shares how they create a 15 out of 10 experience at IMG. Tune in! 

Quote:  

"You need to marry employee experience and customer experience, put a system around that, and act on it. Listening to your customers and your team is only powerful when you turn those insights into meaningful action." 

About:   

Mike Milliron is the Chief Operating Officer of IMG Academy's Bradenton campus. He focuses on creating an unrivaled experience for students, parents, campers, competitors, guests, and employees. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   

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This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. What is a 'wow moment' in customer interactions? 
2. How can organizations operationalize positive customer feedback? 
3. How can an organization create a workplace culture focused on providing an amazing customer experience? 
4. Why is it important for employees to have clear goals and expectations? 
5. How can employees' personal and professional growth impact the overall customer service experience? 

Top Takeaways:   

• Creating a strong workplace culture is crucial for providing excellent customer service and experience. What is felt by the employees inside a company will be felt outside by the customers. That’s why empowering employees and focusing on customer satisfaction should be built into every part of the company’s culture. 
• It is impossible to go above and beyond in every interaction with a customer. However, simple gestures like writing a note or responding to a customer's email quickly can create lasting impressions on customers. These WOW moments may be small, but they can become part of the culture when encouraged consistently throughout the organization. 
• Eric also shares the five key factors for employee engagement. 
• Strong relationships: Connection matters. When employees have strong relationships with each other, they’re more likely to build great connections with customers. 
• Clear expectations: When goals and expectations are clearly communicated, they create a consistent customer experience. 
• The right tools: Employees must be equipped with tools and information to achieve the desired outcome. 
• Opportunities for growth: How does the organization help employees grow personally and professionally?  
• Recognition: Recognize and reward excellence. 
• While many organizations focus on mitigating negative feedback, it's also important to celebrate positive interactions and find a way to operationalize them so that they become a part of the culture. 
• An important part of addressing customer complaints is understanding the employee's viewpoint before making assumptions or taking corrective actions. This prevents employee frustration and promotes a supportive work environment where they feel valued and heard.   
• While the phrase "the customer is always right" is well-known, the customer is not always right, but they're always the customer. Let them be wrong with dignity and respect. However, there are customers whom you can fire if they are abusive toward employees. 
• Did we live up to our promise? This is an important question because we make a commitment to our customers at the beginning of their journey with us. This commitment is the reason why they choose to do business with us instead of our competitors. This promise must be clear to our employees across the organization to ensure we deliver what our customers expect from us.  
• Plus, Eric D. Stone shares the story of Johnny the Bagger and how his WOW moments can be operationalized into the company culture. Tune in! 

Quote:  

"Be mindful of how you handle negative feedback. Track those moments, watch for patterns, and bring your team together before small issues become bigger problems."  

About:   

Eric D. Stone is the author of the award-winning book Jumpstart Your Workplace Culture. Before founding Clear Path Ventures, he had a successful twenty-six-year career at Enterprise Holdings.  

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. 

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Shep interviews Isabelle Zdatny, Head of Thought Leadership with Qualtrics XM Institute. She talks about how AI can help measure customer loyalty, improve employee productivity, and enhance customer service processes. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. What is Agentic AI? 
2. What is the difference between generative AI, analytical AI, and agentic AI? 
3. What impact does AI have on analyzing and predicting customer behavior? 
4. How do companies balance AI with the need for human empathy in customer service? 
5. Why is it crucial for companies to start implementing AI to improve customer experience? 

Top Takeaways:   

• As technology advances, the quality of customer experiences is gradually improving. However, customers are becoming less tolerant of poor experiences. Businesses must realize that one bad interaction can significantly impact customer loyalty.  
• In Shep’s recent customer service and experience survey, we found that the average customer is willing to give you two chances before they switch to a competitor. Loyal customers will give three chances. Maintaining consistent positive experiences is critical to retaining customers.   
• Traditional approaches to getting customer feedback are less effective in measuring loyalty. Consumers are leaving less feedback because they don't trust that their voice is acknowledged. They often see little value in answering surveys and may prefer to quietly switch to a competitor. 
• Unlike traditional AI, agentic AI can process data and understand the customer. As a result, it can take action without constant human assistance. Unlike analytical or generative AI, which are great at specific, focused tasks but still rely on people to prompt chatbots or act on predictions, agentic AI can manage entire end-to-end customer journeys and adapt to changes as they happen. 
• Customers should know when interacting with a bot rather than a human. Companies employing AI in customer interactions must be transparent about their use to maintain trust and ensure that experiences align with customers' expectations ethically. 
• Human interaction is still needed in customer service. AI can handle routine tasks, allowing human agents to deal with complex issues requiring empathy. 
• According to recent Qualtrics research, there is a $860 billion ($420 billion for B2B and $440 billion for B2C) opportunity for organizations using AI to improve customer experiences systematically. This value is generated through increased employee productivity, process improvement, and revenue growth. 
• Plus Shep and Isabelle discuss more insights from Qualtric's free report, Unlock the Potential of AI-Enabled CX. Tune in! 

Quote:  

"Customers are less tolerant of friction these days. So even if you deliver consistently good experiences, just one bad interaction can send your relationship down a bad path more quickly than it used to."   

About:   

Isabelle Zdatny is Head of Thought Leadership at Qualtrics XM Institute. She creates leading content on experience management trends and best practices, delivers training, and advises organizations on CX and EX strategy. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.  

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Shep interviews Marcus Sheridan, co-founder of PriceGuide.ai, co-founder of The Question First Group, keynote speaker, and bestselling author. He talks about his new book, Endless Customers, and how brands can build trust and differentiate themselves from competitors.  

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. Why is building trust important in business? 
2. How to get more customers? 
3. How can businesses stand out at the beginning of the buyer's journey? 
4. Why is it important for businesses to adapt to buyers' changing behaviors and needs? 
5. How has the shift to online research influenced how businesses approach customer interactions? 

Top Takeaways:   

• The more you know what your customers want, the better you can serve them. Your customers’ questions help you understand what they want, including their fears and concerns.  
• Becoming a teacher in your industry helps you establish yourself as an expert and builds trust with your audience. 
• Using content to showcase unique aspects of a business can be a game-changer. Demonstrating processes, sharing behind-the-scenes looks, or providing valuable insights into products can capture the attention and trust of potential customers. 
• Trust will always be critical in business. Continuously working towards being credible and trustworthy in the eyes of your customers will future-proof your business. 
• Marcus shares The Four Pillars of a Known and Trusted Brand: 

1. Pillar #1. You've got to be willing to talk about what others in your industry aren't willing to talk about. 
2. Pillar #2. You've got to be willing to show what others in your space aren't willing to show.  
3. Pillar #3. You've got to be willing to sell in a way that nobody's willing to sell.  
4. Pillar #4. You've got to be more human in this time of AI and technology. 

• Plus, Marcus shares actionable tips on applying the four pillars in your business to make your brand stand out. Tune in! 

Quote:  

"80% of the buyer's journey is done before they fill out that form on your website or call you. If you want to win during that period, you can't be like everyone else." 

About:   

Marcus Sheridan is a communication expert, keynote speaker, co-founder of PriceGuide.ai, and the co-founder of The Question First Group. He is the bestselling author of They Ask, You Answer: A Revolutionary Approach to Inbound Sales, Content Marketing, and Today's Digital Consumer. His latest, Endless Customers: A Proven System to Build Trust, Drive Sales, and Become the Market Leader, is now available on Amazon. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.

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Shep interviews Michael Cecchi-Azzolina, owner of Cecchi's Bar & Grill and author of Your Table Is Ready: Tales of a New York City Maître D'. He shares insights from his extensive experience in the restaurant industry about how kindness and creating an emotional connection with customers help deliver exceptional service.  

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. What is hospitality mentality? 
2. What are the differences between technical service skills and the soft service skills (the softer, people-focused side of service)? 
3. Why is emotional connection important in business? 
4. What lessons can businesses learn from the hospitality industry? 
5. How can businesses identify candidates with a natural aptitude for delivering exceptional customer service? 

Top Takeaways:   

• The “hospitality mentality" is about the attitude and warmth that staff bring to their roles in serving customers. People crave acknowledgment and kindness, elevating a customer's experience from good to amazing.  
• Customer service is not just about technical execution. Customers resonate with the "soft side" of service, which is all about the emotional connection that makes them feel welcome and motivates them to come back.  
• An emotional connection is a powerful tool in hospitality. Customers go to restaurants not just for the food but for the joy and comfort it brings them. When you understand and cater to the customer's emotional needs, you can generate repeat business and nurture loyalty within your customer base. 
• Creating a great customer experience hinges on hiring the right people. Technical skills can be trained for, and experience can be earned. Look for candidates with a people-oriented mindset and a genuine passion for creating great customer experiences.  
• Building an amazing customer experience is all about the details. In a restaurant setting, details such as ensuring the music is just the right volume so as not to disrupt the conversation, lighting that sets the perfect mood, and friendly staff that acknowledge customers right away all contribute to the overall experience. 
• Kindness can be the golden rule in any industry. It's a simple yet overlooked way to enhance customer and employee interactions and build loyalty.  
• Authentic leaders can transform a business. When owners or managers work alongside their staff, it elevates the whole team's performance. It improves employee morale and connects with customers, making everyone feel appreciated and special. 
• Plus, Michael shares how running a restaurant is like being on a Broadway stage. Tune in! 

Quote:  

"If you've worked in a restaurant, you can work anywhere." 

About:   

Michael Cecchi-Azzolina has nearly forty years of experience in the restaurant and hospitality industry. He is the owner of Cecchi's Bar & Grill and author of Your Table Is Ready: Tales of a New York City Maître D'. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. 

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Shep interviews Jason Ten-Pow, CEO of bespokeCX, president of ONR, and author of UNBREAKABLE: A Proven Process for Building Unbreakable Relationships with Customers. He talks about the State of CX Research, highlighting how brands can excel by creating tailored, effortless, and professional customer experiences. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. What makes an "unbreakable" customer relationship, and how can companies achieve it? 
2. What are the key components of a tailored customer experience strategy? 
3. How does digital transformation impact customer experience? 
4. What common mistakes do businesses make in providing effortless customer experiences? 
5. How can proactive communication improve customer satisfaction? 

Top Takeaways:  

• Businesses that prioritize professionalism in their interactions gain a threefold advantage over their competitors. Being professional is about more than just being polite. It's about being knowledgeable, reliable, and meeting customer expectations.  
• Companies that excel in creating low-effort experiences are four times more likely to outperform their competitors. Make it easy for customers to navigate and interact with your brand, whether online or in person.  
• Customers have high expectations, not just from your direct competitors, but from every interaction they have with any brand. Companies must consistently deliver what customers expect to stand out, providing reliable and consistent service.  
• Digital interactions are often the first point of contact between a customer and a brand. Companies must design these platforms with the customer in mind. They need to be intuitive, easy to navigate, and filled with up-to-date information.  
• One of the biggest challenges customers face when it comes to having a convenient experience is channel jumping or switching between different modes of communication. There should be continuity across channels where customers can transition from one service channel to another without losing their place in the conversation and having to repeat themselves.  
• Be proactive in communication, especially during service disruptions. Customers appreciate when businesses reach out with information, including updates before they even have to ask. 
• Plus, Shep and Jason discuss how different customers have varying expectations based on their demographics and preferences, and why brands must understand these differences and tailor how they engage with them accordingly. Tune in! 

Quote:  

"Because many customer experiences are now digital, you're not just competing with others in your industry. You're up against companies that are the gold standard, like Amazon. To build unbreakable relationships, you must meet and exceed those high expectations." 

About:   

Jason Ten-Pow is a research, consulting, and customer experience expert. He is the CEO of bespokeCX, president of ONR, and author of UNBREAKABLE: A Proven Process for Building Unbreakable Relationships with Customers.   

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. 

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Shep interviews John Rossman, managing partner at Rossman Partners, keynote speaker, business advisor, and best-selling author. He talks about his new manifesto, The Pig, The Lipstick, and The Playbook of Champions (available to download at no charge), and discusses how companies can combat mediocrity and create a culture of innovation. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. How can businesses avoid settling into mediocrity in customer service? 
2. What role does humility play in improving a business's customer experience? 
3. What is the innovator's dilemma? 
4. How can companies ensure they are accurately measuring their customer experience? 
5. How does the concept of a 'success trap' affect a company's customer service? 

Top Takeaways:   

• Humility is critical in recognizing where a business might be falling short. It allows companies to honestly assess their customer service and product offerings and make necessary changes.  
• The real risk is setting goals that are too easy and reaching them instead of aiming high and always pushing yourself to do better. Mediocrity becomes the norm when businesses stop striving for greatness and settle for 'average' performance. 
• Embracing failure as a part of the innovation process can benefit businesses. This mindset allows companies to experiment and take "big bets" that lead to breakthroughs. 
• Customer metrics and feedback should not solely focus on the average experience. Paying attention to the outliers who express extreme satisfaction or dissatisfaction helps businesses address significant pain points and improve their overall service, which benefits everyone. 
• Having a clear framework and language within a business can help your team know when innovative thinking is expected and when precision in execution is required. A healthy culture encourages employees to innovate and go the extra mile in delivering an amazing customer experience. It also trains employees to implement structured processes that ensure that the consistency and quality of service remain excellent. 
• Adopting a mindset of continuous improvement prepares companies for future challenges. Regularly assess your internal processes and external industry trends to identify areas where you can improve.  
• Plus, Shep and John discuss the perils of constantly playing defense in business. Tune in! 

Quote:  

"I truly believe in humility as a starting point for change. Recognizing where we fall short with customers is crucial to being able to innovate and thrive."  

About:   

John Rossman is the managing partner at Rossman Partners and the best-selling author of Big Bet Leadership, The Amazon Way, Think Like Amazon, and his latest, The Pig, The Lipstick, and The Playbook of Champions. (Be sure to download the book for free!)  

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.  

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Shep interviews Damon Covey, general manager of unified communications and collaboration at GoTo. He talks about how AI can enhance communication, increase productivity, and augment employee capabilities. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. How can businesses enhance their customer service experience using AI technology? 
2. How do unifying communication channels improve the efficiency of customer support? 
3. What makes conversational AI a valuable tool for improving customer interactions? 
4. How can AI be used to augment a company's existing customer service team rather than replace it? 
5. Why is it essential for businesses to consider customer communication preferences when designing support systems? 

Top Takeaways:   

• In customer service, "boring" means delivering consistent, reliable service without any issues or drama.  
• Unified communications brings together all the different ways customers can interact with a company, including texting, calling, emailing, or chatting on social media. Integrating all these channels enables customers to choose their preferred way to communicate without complicating things for customer support agents.  
• Conversational AI helps businesses be more responsive to customer needs. By using conversational AI, businesses can provide accurate responses and handle inquiries even outside of business hours. 
• Years ago, AI technology was expensive, making it difficult for smaller companies to afford. Today, innovations in AI have made it accessible at a fraction of the cost, enabling small businesses to implement it effectively. AI being more accessible helps small businesses provide the same advanced customer service options as large corporations and compete more effectively in the market. 
• Just like new employees, AI systems need training to perform well. Businesses provide AI with specific instructions and information, allowing it to respond correctly to customer inquiries. Guaranteeing AI acts within the parameters set by the business, maintaining quality and accuracy in interactions.  
• AI helps businesses by taking over routine tasks and repetitive work like summarizing calls or setting up appointments, freeing employees to focus on more complex tasks, especially those needing creativity and judgment.  
• Plus, Shep and Damon discuss ways businesses can embrace AI strategically. Tune in! 

Quote:  

"Customer service should be so good that it's boring." 

About:   

Damon Covey is the general manager of unified communications and collaboration at GoTo, an all-in-one customer experience platform powered by AI. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   

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Shep interviews Alexandre (Alex) Hadade, Co-founder & CEO of Birdie, an analytics platform that transforms customer feedback into actionable insights. He discusses becoming a customer-centric organization by leveraging AI to understand customer behavior and improve products and services. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. How can companies leverage artificial intelligence to improve customer experience? 
2. What challenges do businesses face in becoming truly customer-centric? 
3. How does AI compare to traditional surveys in measuring customer satisfaction? 
4. How can customer feedback effectively enhance products and services? 
5. What role does AI play in analyzing customer churn and retention? 

Top Takeaways:   

• To meet customer needs, businesses must continuously adapt to new expectations and technologies. This means engaging with customers in modern, meaningful ways and committing to making improvements.  
• With the advancement of AI, customer experience teams can now manage and analyze large volumes of data more efficiently. This capability helps identify customer needs and resolve issues faster than ever before, making it easier for them to put processes in place to improve customer experience. 
• AI not only help with front-facing customer support but it can help identify reasons behind customer churn and dissatisfaction that might not appear in customer feedback. It can analyze behavior patterns and predict trends that help businesses preempt customer issues, and enhance customer satisfaction.  
• Despite the increase in CX spending from $7 billion to $12 billion in 2023, Net Promoter Scores are still declining across industries. Aligning customer experience technology investments with actual customer needs makes sure they lead to improved service and product satisfaction.  
• Customer satisfaction isn't just about resolving complaints; it's about preventing them. By understanding and improving both products and processes, companies can reduce churn and increase the likelihood of customers recommending the business to others. 
• The rapid changes in technology mean that businesses must continually adapt to meet evolving customer expectations. What worked a couple of years ago may no longer be enough. Keeping processes and customer interaction approaches up-to-date with modern technology is how businesses stay relevant and competitive. 
• Plus, Shep and Alexandre discuss what happens when companies invest in the wrong customer experience technology. Tune in!  

Quote:  

"When you connect the dots between what your customers say and their actual behavior, you uncover how to improve your products and services and make great business decisions." 

About:   

Alexandre Hadade is the Co-founder & CEO of Birdie. He has more than 25 years of experience in business, with a passion for helping businesses utilize technology to deliver excellent customer experiences. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. 

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Shep interviews Bill Price, President & Founder of Driva Solutions and Amazon's first global vice president of customer service. He talks about his new book, Zero Complaints: The Path to Continuous Value Creation, and explores the aspirational goal of eliminating customer complaints to enhance customer retention, reduce costs, and increase revenue. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. How do you get zero customer complaints? 
2. What benefits do businesses gain by proactively eliminating customer complaints? 
3. What is the cost of customer dissatisfaction? 
4. Why is it important for company executives to engage directly with the customers? 
5. What are the potential revenue losses associated with unresolved customer complaints? 

Top Takeaways:   

• Striving for zero complaints is about aiming to continuously improve and provide value for the customer. While it may not be entirely realistic to have zero complaints, the aspiration drives companies to proactively identify and manage issues before they become a point of friction for the customers. 
• It costs more to attract new customers than to retain current ones. A frictionless experience can make customers more likely to buy more, return, and recommend a business to others. Customers with consistently positive experiences are more likely to share them with friends and family. Companies that focus on reducing complaints and enhancing the customer experience often see higher retention rates and increased revenue. 
• Frequent complaints should serve as signals that something in the business process needs fixing. Businesses must listen attentively to what customers say and capture feedback from the frontline employees. 
• Handling customer complaints can be costly for businesses. It involves maintaining support centers, training staff, and investing in the technology to manage issues. Reducing complaints means these expenses can be minimized, resulting in significant cost savings. 
• There's value in handling complaints well, as it can result in increased customer loyalty. However, it’s to prevent complaints from happening in the first place. By eliminating common pain points, businesses can focus on delivering exceptional experiences rather than resolving issues. 
• Plus, Shep and Bill discuss the role of a Chief Problem Officer and how the presence of a CPO in organizations leads to happier customers and employees. Tune in!  

Quote:  

"When you treat your customers well and give them an easy, frictionless experience, not only will you keep them, but they'll tell their friends about your business.” 

About:   

Bill Price is the President & Founder of Driva Solutions, LLC. and the co-author of four books, including The Best Service is No Service, Your Customer Rules!, The Frictionless Organization, and his latest, Zero Complaints. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.

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Shep Hyken interviews Sid Banerjee, Chief Strategy Officer at Medallia, an experience management platform organizations use to provide excellent customer and employee experience. He talks about how modern businesses can capture, analyze, and act on customer feedback using AI-powered tools that turn customer insights into meaningful improvements. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. How can companies utilize new technologies like generative AI to improve customer satisfaction? 
2. How can companies use digital and conversational signals to understand customer feedback better? 
3. What role does AI play in analyzing customer data and providing actionable insights? 
4. How can companies effectively activate their customer data to make informed business improvements? 
5. How does AI's cost-effectiveness influence its use in customer experience? 

Top Takeaways:   

• Customer experience data is essential for companies to improve their products and services. By collecting feedback from various sources like surveys, chat, online reviews, social media, and customer interactions, companies can identify what makes customers happy and what they can improve. 
• While surveys are still important, the advent of social media and other digital platforms provides customers with new ways to provide feedback. Meeting the customers on their chosen platforms helps them gather more data and better understand what customers experience and expect. 
• AI can analyze data in massive amounts and detect patterns, trends, and opportunities for improvement that might be missed by humans. Using AI is not just about having the latest technology, it is about empowering employees to provide better, quicker, and more personalized service. 
• Data should be easily accessible, not stuck in department silos. A CX platform brings it all together, organizing and turning it into actionable insights. 
• Many companies get stuck collecting and analyzing data without taking action and implementing improvements that benefit customers. Activation is critical because it turns data and information into meaningful actions that improve customer experience.  
• Technology will not replace human interactions, but it will enhance them. Tools like AI will provide frontline employees with real-time access to information and insights that will empower them to help customers more efficiently. 
• Plus, Shep and Sid discuss what companies and customers can look forward to in the future when transforming CX and businesses with AI. Tune in!  

Quote:  

"Technology that previously cost hundreds of thousands is now accessible at a fraction of the cost. When you layer new innovative technology, like AI and automation, into the data that customers have given you, you can turbocharge your ability to transform customer experiences." 

About:   

Sid Banerjee is the Chief Strategy Officer at Medallia. Before his career at Medallia, he was the founder of Clarabridge and served as the Chief XM Strategy Officer at Qualtrics. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.

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Shep Hyken interviews Brian Hamilton, chairman of LiveSwitch. He talks about creating a heart-centric company culture led by leadership that genuinely cares about both employees and customers. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. What is the biggest enemy of good customer service? 
2. How can companies get better customer feedback? 
3. What should companies look for when hiring customer service employees? 
4. How can businesses move beyond customer satisfaction metrics? 
5. What role does empathy play in customer service?  

Top Takeaways:   

• To provide excellent customer service, you have to genuinely care about people. Start with the mindset of serving the other person by understanding what it is like to be in their shoes.  
• No matter how good your product is, if you don't have the experience and service to support it, and if you don't have people who love what they do and love the customers, you will fail. 
• Your employees are just as valuable sources of feedback as your customers. While customer surveys and digital feedback are helpful, the most valuable insights often come from direct observation and conversations. Watch customers interact with your product or service, and regularly check in with your frontline staff who interact with your customers daily. Your employees on the front lines can often spot patterns, challenges, and opportunities for improvement that might not show up in a survey.  
• Pay attention to what customers are not telling you. Sometimes, customers accept inconveniences but don't voice them. Mystery shop your own company and call your customer support line to learn what your customers experience when they do business with you.  
• Pride is the biggest obstacle to providing excellent customer service. When employees or businesses let pride take precedence, they block out constructive feedback and hinder growth. Everyone in the organization, from new hires to top executives, must be open to learning and change. 
• Embracing technology should enhance, not replace, the human connection. Technology like video conferencing, AI, or automated systems should be used to simplify processes and build meaningful connections.  
• If you want to lead, you have to love people. Training employees to care about customers is important, but true leadership is about setting an example.  
• Plus, Shep and Brian discuss why empathy and interpersonal skills are just as valuable as technical experience. Tune in! 

Quote:   

"Before you think about customer satisfaction scores and metrics, focus on truly understanding the customer. Train your people to be "the other guy" and see through your customers' eyes." 

About:   

Brian Hamilton is the chairman of LiveSwitch, a leading expert on entrepreneurship, and the founder of America's first fintech company, Sageworks. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   

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Shep Hyken interviews Simon Kriss, Chief AI Officer at simonkriss.ai and author of The AI Empowered Customer Experience . He talks about how companies can maximize AI's impact on customer experience, service delivery, and productivity. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. How can AI simplify the process of delivering a seamless customer experience? 
2. How can AI enhance customer service while balancing technology and human interaction? 
3. What is the impact of AI on customer service jobs? 
4. How can customer support roles evolve with AI? 
5. How can companies ensure their data is ready and accessible for AI to enhance customer experience? 

Top Takeaways:   

• AI is revolutionizing the customer experience by automating processes to make them faster, cheaper, and more efficient. By integrating AI into customer support, companies can meet their customers' needs while simultaneously reducing operational costs. 
• The key is to use AI without losing the human touch. Customers still appreciate human interactions, but they also want convenience. AI can support this by handling routine tasks, allowing human agents to focus on more complex and meaningful interactions. 
• When starting with AI, building a tolerance for failure is important. Think of AI as an employee working on your business and realize that if you don't train them properly (making sure AI can access your knowledge base, practicing writing clear and correct prompts, etc.), they will not deliver what you want. 
• As AI continues to evolve, it will change how customers interact with brands. In the future, individuals might rely more on AI to make decisions for them, like choosing which brands to do business with. Companies need to ensure their data is accessible and optimized for AI to keep up with customer expectations.  
• Will AI cause people to lose their jobs? Every new technology causes job loss. But, it is less about job elimination and more about job transformation. Many roles currently held by human employees that deal with simple, repetitive tasks can now be automated with AI. These changes can open new roles and opportunities, such as employees shifting to monitoring AI systems or developing AI-driven solutions.  
• AI can offer deeper insights into customer preferences and behaviors. By analyzing past interactions, it can predict what kind of service or products a customer might need next. This can enhance customer experience by helping companies anticipate customer needs.  
• Plus, Shep and Simon explore how AI continues to shape customers' daily lives and how companies can leverage it to their advantage. Tune in! 

Quote:  

"When it comes to customer service and experience, leaders need to think about how they can explore AI. What new things can they do? What new services can they offer? If you had a magic wand, what would you want to do for your customers that you can't do today? And, how can AI enable that?" 

About:   

Simon Kriss is the Chief AI Officer at simonkriss.ai. He is a keynote speaker, author of The AI Empowered Customer Experience, The AI Empowered Customer Experience, podcast host, and one of CX Network's top 50 customer experience influencers to follow in 2024. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   

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Shep Hyken interviews Vance Morris, customer service speaker, service and marketing strategist at Deliver Service Now Institute, and former Disney Leader. He talks about nurturing loyal customers and creating successful businesses through exceptional customer experiences. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. What Disney customer experience principles can be applied to enhance customer service in other industries? 
2. How can businesses create an emotional connection with customers? 
3. How can businesses use unique customer experiences to stand out in a competitive market? 
4. What role does employee interaction play in creating memorable customer experiences? 
5. How does a business enhance customer loyalty without relying on points or discount programs? 

Top Takeaways:   

• People remember how they feel when engaging with a brand, which means creating unique and memorable experiences can truly set a business apart from the competition.  
• Customers are willing to pay more for excellent service. An elevated customer experience often allows companies to charge a premium price and cultivate a loyal customer base. 
• Building emotional connections with customers is more powerful than relying solely on points and perks in loyalty programs. When customers can relate to and feel an emotional bond with the brand or its employees (it takes only one), it creates loyalty. Sharing personal stories that resonate with customers and supporting social causes that are important to them makes customers love doing business with a company. 
• The points and perks are incentives for customers to do business with a company, but they shouldn't be the only reason. If the customer experience isn't great, you will lose your customers as soon as a competitor comes up with a similar program or something better. 
• Retaining existing customers is significantly more cost-effective than acquiring new ones. Loyal customers who have had positive experiences are more likely to make repeat purchases, spend more over time, and recommend a brand to others. 
• Plus, Vance shares examples of fundamental business transformation through amazing customer experience. Tune in! 

Quote:  

"Customer service begins before the sale. It begins with marketing, preparation, and training. It begins with the first interaction your company has with your customers." 

About:   

Vance Morris helps businesses successfully apply Disney's principles to create memorable experiences. He is also a keynote speaker and the author of Systematic Magic: 7 Magic Keys to Disnify Any Business: How to Out Serve, Out Price & Out Market Your Competition in Any Economy. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.  

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Shep Hyken interviews Aleksander Kaczmarek, VP of Loyalty Partnerships at CarTrawler. He talks about how well-designed loyalty programs can enhance customer engagement by providing memorable experiences and perks that make customers feel valued and more likely to become loyal to a brand. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. What role do loyalty programs play in enhancing customer engagement? 
2. How can companies leverage loyalty programs to generate additional revenue? 
3. Can loyalty programs drive repeat business without sacrificing the quality of customer experience? 
4. How can technology help create a seamless customer experience within a loyalty program? 
5. How can companies motivate inactive loyalty program members to become more engaged participants? 

Top Takeaways:   

• There is a difference between loyalty and repeat business. Loyalty programs, including points and rewards, are designed to encourage repeat business. Combined with a great experience, they create an emotional connection that leads to true loyalty. 
• If a company provides poor experiences, no loyalty program can retain its customers. If a company provides an amazing experience, a well-designed loyalty program can enhance it and inspire true customer loyalty. 
• Technology has transformed loyalty programs by creating a more seamless and personalized experience. Brands can now integrate perks and incentives directly into their primary products and services using apps and digital platforms. 
• In the US, a typical consumer might be a member of around 15 loyalty programs. However, what truly matters is the customers' active participation in these loyalty programs, which is crucial to its success. Creating perks that resonate with customers and consistently provide value makes customers use the loyalty programs. 
• Millennials and Gen Z are changing how loyalty programs are perceived and utilized. For example, many prefer booking their travel through their bank's credit card programs, which offer points or perks that can be used for flights, hotels, or car rentals. Loyalty programs must have flexible redemption options and seamlessly integrate into apps and digital platforms. 
• Loyalty programs must blend experiences, savings, and perks to maintain their appeal. Brands must understand customer needs and motivations when designing loyalty programs to make them engaging and memorable. 
• For more insights on loyalty programs, customer engagement, and enhancing customer experience, check out  Driving Loyalty: Market Insights on Car Rentals & Reward Programs report by CarTrawler.  
• Plus, Shep and Aleksander discuss what can happen when multiple brands collaborate to expand the perks and benefits offered to customers. Tune in!  

Quote:  

"Loyalty, when combined with a great experience, is deeper than just a savings and a repeat purchase."  

About:   

Aleksander Kaczmarek is the VP of Loyalty Partnerships at CarTrawler, a B2B tech business that partners with the world's largest brands, including American Airlines and Uber, to provide car rental & mobility solutions for customers. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   

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Shep Hyken interviews Christoph Senn, Founder and CEO of Valuecreator and co-author of The Triple Fit Strategy. He talks about the Triple Fit Strategy, a method for building lasting customer relationships by moving beyond transactional interactions to developing partnerships that enhance trust, collaboration, and growth. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. What is the Triple Fit Strategy? 
2. What is the key to building lasting customer relationships? 
3. Why do companies need to shift from a transactional relationship with their customers to a partnership? 
4. How can a business differentiate itself amidst competition? 
5. How can businesses add more value to their customers? 

Top Takeaways:   

• There are two types of customer relationships. One is the transactional buyer-seller relationship, which is focused on the price and volume. The second type is a partnership, where you collaborate with your customers as if you are one team aiming for the same goals.  
• The function of a business is more than just making money. It’s more than just getting customers. It is about keeping, nurturing, and growing your relationship with customers. A partnership goes beyond just making a sale. It’s focused on building a lasting relationship based on trust, promises delivered, and working together to solve problems. 
• Trust becomes the primary way to stand out in a world where many products and services seem similar. It is earned by consistently delivering value and being transparent with your customers. When customers trust you, they're more likely to stay as your customer and even advocate for your business to others. 
• The Triple Fit Strategy is about working with your customers on three levels: planning, execution (solutions, processes, and systems), and resources (people, structures, and knowledge). This strategy confirms that you and your customer are on the same page, working towards the same goals, understanding both parties' strategies, and making the business relationship sustainable.  
• It's not enough to just talk about what your product or service can do. You need to demonstrate how it will help your customers achieve their goals. When you focus on how you can help your customers succeed (rather than just making a sale), you create more value for them. 
• While price cuts and discounts can bring a quick sale, they are not sustainable in creating lasting customer relationships. When price is the only differentiator, a competitor with a lower price can quickly take your customers away. Businesses should focus on understanding customer's needs, building trust, and adding value. By doing this, companies can achieve better customer retention and grow together with their clients. 
• Plus, Christoph provides real-world examples of businesses implementing the Triple Fit Strategy, driving growth and building customer loyalty. Tune in!

Quote:  

"In business, your goal should not be to just to cut costs or offer products. It's about broadening your perspective to deliver added value by shifting conversations from features and benefits to truly understanding your customers' priorities." 

About:   

Christoph Senn is an author, entrepreneur, and adjunct professor of marketing at INSEAD in Fontainebleau, France. He is the Founder and CEO of Valuecreator. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.

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Shep Hyken interviews Ronn Nicolli, Chief Marketing Officer of Resorts World Las Vegas. He discusses the importance of creating memorable guest experiences through storytelling, leveraging technology, and the hospitality mentality. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. What is hospitality mentality? 
2. What role does storytelling play in creating memorable customer experiences? 
3. Why is meeting or exceeding customer expectations important in the hospitality industry? 
4. How do personal interactions complement technology in creating a seamless customer service experience? 
5. How can AI be leveraged to provide personalized customer service interactions? 

Top Takeaways:    

• A hospitality mentality is one of the most important attributes anybody hiring should look for. It is a philosophy of creating positive and welcoming customer experiences that must be ingrained in every staff member, not just the frontline. 
• Hospitality is more than a job. It is a passion for ensuring that every guest (or customer) feels valued.  
• Storytelling is a powerful tool that captures customers' attention and curiosity. A compelling brand story can help build a strong and emotional connection with customers. It helps maintain a consistent brand image and lets the customers know what to look forward to. 
• Modern customers expect instant solutions and gratification. Providing quick and efficient digital support options empowers customers to interact with a brand in a way that suits their preferences. 
• Technology can streamline processes and make experiences more convenient, but the personal touch remains important in building customer relationships. Brands need to find the balance between embracing technology and maintaining human interaction. While it is important to educate customers on digital options that will make their interactions more efficient, they should be given the option to engage in more traditional person-to-person ways based on their preferences and needs. 
• While technology and amenities are important, the overall experience connects with  customers the most. Customers want value for their money, which translates to memorable and meaningful experiences. 
• Customers like doing business with brands that care about the social issues that are important to them. For example, in the hospitality industry, sustainability is a significant factor in customer experience and decision-making. Customers appreciate being part of sustainability efforts and can improve how guests perceive a brand. 
• Plus, Ronn shares how he got into hospitality and his advice to anyone who wants to get into the industry. Tune in! 

Quote:  

"Customers crave experience over amenities. There is a difference between being expensive and being valuable. That difference comes down to the experiences and memories being created." 

About:   

Ronn Nicolli is the Chief Marketing Officer of Resorts World Las Vegas. He has over 20 years of experience as a marketing and nightlife executive. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.

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Shep Hyken interviews Gabriele “G” Masili, Chief Customer Officer at Granicus, a company that helps governments engage the people they serve. He discusses enhancing governmental customer experiences through real-time feedback, personalization, citizen engagement, and human-centered design – something every type of business should be doing. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. How can listening to customer exchanges improve overall service experiences? 
2. Why is it important to get feedback in real time? 
3. What is human-centered design? 
4. How can personalization contribute to better engagement? 
5. What strategies can organizations use to empower employees to improve customer interactions? 

Top Takeaways:   

• Listening to customers is crucial in improving their experiences. Employees should pay attention to what customers say and use those insights to improve things.  
• Gathering feedback while someone is using a service, not just after, can provide valuable insights to improve processes and fix issues before they escalate constantly.  
• When many people provide feedback, it can be analyzed to show trends and areas for improvement. This data helps make informed decisions on enhancing services further. It provides valuable insights into what customers or citizens need and want. 
• Trust is essential when dealing with government services. When people trust their government, they have better experiences. Trust can be built by engaging constituents and personalizing services to meet their needs. When people feel understood and valued, their trust in the service provider, whether the government or private companies, grows. 
• Using human-centered design helps tailor services to meet the specific needs of different people. This means creating journeys that take into account how individuals interact with services.  
• Unlike businesses that often compete, government entities frequently learn from each other and share strategies. They work together to improve experiences for citizens by sharing the best practices. This collaboration helps everyone benefit from successful approaches and avoid common problems.  
• Personalizing services means adjusting them to fit the needs of different people. Asking for the right information allows organizations to tailor their offerings and provide better experiences.  
• Plus, “G” shares how staffing issues affect government service delivery. Tune in! 

Quote:  

"When you look at what drives a good government experience, it's trust.. Create better trust between the government and constituents by promoting better engagement." 

About:   

Gabriele “G” Masili is the Chief Customer Officer at Granicus. He is a keynote speaker and CX thought leader. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   

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Shep Hyken interviews Michael Podolsky, CEO and сo-founder of PissedConsumer.com. He talks about the importance of addressing customer reviews, proactive customer service, and how businesses can learn from their competitors' complaints to improve customer experience and brand reputation. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. How can business use customer feedback to improve the customer experience? 
2. How do you leverage customer reviews? 
3. What is the best approach to respond to a negative customer review? 
4. How can consumer feedback improve a company's products or services? 
5. What benefits do businesses gain from analyzing competitors' customer reviews? 

Top Takeaways:   

• Customer reviews are essential for both consumers and businesses. They serve as a platform for consumers to express their opinions about their experiences with a company's product or service. By leaving reviews, customers can also help other potential customers make informed decisions. Meanwhile, companies can use this customer feedback to improve their services and resolve any issues customers face. 
• Many of today's consumers do not trust leaving a review on the company's website.  This skepticism comes from a fear that companies may delete negative reviews to maintain a pristine image. As a result, consumers often turn to third-party review platforms to ensure that their feedback is seen and heard. 
• A proactive approach in customer service means anticipating problems before they arise and addressing potential issues that customers may face. Businesses can benefit enormously by studying reviews and complaints directed at their competitors. By foreseeing these issues and finding solutions in advance, businesses can prevent customer dissatisfaction and minor issues from escalating. 
• Not all reviews will be positive, and it's crucial for businesses to effectively handle negative reviews. Responding promptly and with empathy to criticism shows customers that the company values their feedback and is committed to improvement. Businesses often turn dissatisfied customers into loyal advocates by resolving their issues promptly and efficiently. A well-handled negative review can sometimes enhance a company's reputation more than a positive review. 
• Discrepancies between what a product or service promises and what it delivers can lead to customer dissatisfaction. Ensuring that marketing messages, sales pitches, and delivered services align is important in setting customer expectations, helps avoid misunderstandings, and ensures a smoother customer experience.  
• Plus, Shep and Michael share their stories of when they had to contact the CEO directly to provide feedback and get their problems resolved. Tune in! 

Quote:  

"An upset consumer (leaving a negative review) wants other customers not to suffer the same fate."  

About:   

Michael Podolsky is the CEO and сo-founder of PissedConsumer.com, a review and reputation management platform. He is an expert in customer service and leadership and advocates for consumers' free speech rights. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.

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Shep Hyken interviews Arun Shastri, principal at ZS and the author of the Harvard Business Review Sales Management Handbook: How to Lead High-Performing Sales Teams. He talks about the intersection of sales and customer experience, the importance of digital and human interactions, and how they influence the overall customer journey. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. Why is including sales important in the overall plan for customer experience? 
2. How can sales and customer service teams work together to make customers happier? 
3. Why is digital technology key for a smooth customer experience? 
4. What role does human interaction have in today's changing customer experience world? 
5. How can companies create a customer-focused experience from before a purchase to after? 

Top Takeaways:   

• Customer experience is the overall perception customers have based on their interactions with a brand, from the first web search to after the purchase. Ensuring a positive customer experience means simplifying and enriching every aspect of the customer's journey, product, and service. 
• Salespeople play a crucial role in shaping the customer experience. They help customers discover what they need, educate them about solutions, and build trust.  
• In both B2B (business-to-business) and B2C (business-to-consumer) industries, customers expect seamless and convenient experiences. Since we are all customers, B2C interactions often serve as a benchmark for B2B expectations. Customers are not only comparing you to your competitors. They are comparing you to the best customer experiences they have had from brands in every industry. 
• Digital technology serves as a valuable ally in improving customer experience. While digital channels can provide quick answers, they can't fully replace the need for human touch in more complex situations.  
• Brands should prioritize making every interaction efficient to respect and save the customer's time. Businesses that can reduce or eliminate time-wasting steps in a customer's journey will enhance their overall experience.  
• As customers evolve, so should businesses. Companies need to be attuned to the changing expectations and preferences of their customers so they can meet them effectively. 
• Plus, Shep and Arun share how salespeople and customer support teams can become trusted advisors to customers. Tune in! 

Quote:  

"Customer Experience is about the overall perception through every interaction between a customer and all aspects of the brand before, during, and after a purchase." 

About:   

Arun Shastri is a principal at ZS and the author of The Harvard Business Review Sales Management Handbook: How to Lead High-Performing Sales Teams. He is the cohost of Reinventing Customer Experience podcast and a teacher for sales executives at Kellogg.  

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.  

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Shep Hyken interviews John Durocher, Chief Customer Officer at Calix. He talks about creating a seamless customer experience by utilizing customer feedback, ensuring proactive communication, integrating teams, and leveraging community connections. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. How can companies integrate their sales and support teams to enhance customer interactions?  
2. How can small businesses enhance customer support after a sale? 
3. What are the benefits of a customer advisory board? 
4. Why is it important for companies to proactively communicate when there are problems, service outages, or maintenance periods? 
5. How can businesses create an emotional connection with their customers through community involvement? 

Top Takeaways:   

• Companies can improve their service and product offerings by listening to customers. Engaging customers through surveys and advisory boards (made up of customers) allows companies to understand their customers’ needs and generate new ideas.  
• Customer surveys should be a two-way communication. Customers spend time answering customer feedback. So, companies should respond to the feedback by showing appreciation for their customers’ input and making them feel heard by letting them know what actions are taken.  
• Customer experience doesn't stop after a sale. It encompasses every interaction the customer has with the company. Each touchpoint should be designed to delight the customer, from when a product is purchased to when they receive any follow-up service or support.  
• Communication and collaboration between teams ensure that there are no gaps in service delivery. When a customer interacts with one team, they expect the entire company to be aware of their history and needs. They do not want to repeat themselves. Effective communication ensures a consistent and convenient customer journey.  
• Proactive communication alleviates customer frustration. When there is a problem,  businesses must proactively notify their customers using all appropriate channels, including text, emails, and social media, that their customers are using. This keeps customers informed about what's happening, how long a problem might last, and reassures them that it is being addressed.  
• Businesses that engage with the communities they serve often stand out. Customers like doing business with companies who value the same things as them. 
• Plus, John shares examples of how local broadband providers have gone above and beyond for their community during crucial moments. These are lessons for any type of business. Tune in! 

Quote:  

"It's important not to have gaps in the customer experience. You have to work and communicate as one team. Customers expect that what they have heard from the sales team will be consistent throughout your organization."   

About:   

John Durocher is the Chief Customer Officer at Calix. He is widely acknowledged as an expert in customer relationship management (CRM) and has contributed numerous articles and papers to industry and academic publications. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   

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Shep Hyken interviews Isabelle Zdatny, Head of Thought Leadership with Qualtrics XM Institute. She talks about the importance of treating customer feedback as a valuable tool for improving customer experience, the decline in consumer feedback, and customer survey best practices. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. What is survey fatigue? 
2. How can negative feedback act as a valuable tool in preventing customer churn? 
3. Why should companies prioritize genuine feedback over high survey scores? 
4. What are the best practices for creating effective and concise customer surveys? 
5. How many chances do customers typically give companies after a poor experience? 

Top Takeaways:   

• Customer feedback is a gift. Negative feedback uncovers areas for improvement, potentially saving businesses from losing customers to competitors. 
• Customer loyalty is fragile. High customer expectations and the ability to switch to competitors easily mean companies must work even harder to keep their consumers happy. "Nice to have" industries like online retailers, hospitality, and airlines must invest more in experience to establish trust and loyalty with their customers.  
• Customer service is increasingly becoming more important than price. More and more customers are willing to pay extra for convenient, hassle-free experiences.  
• Companies need to look beyond the Voice of the Customer. Other sources, such as customer history, support interactions, and social media, can help companies understand the full scope of their customers' experiences.  
• Isabelle shares stats from the 2025 Consumer Trends Report by Qualtrics. Here are some highlights: 

1. 61% of consumers shared that trust in the information that companies provide to them is a top priority.  
2. 53% of bad customer experiences result in a decrease in spending. 
3. Customers are less willing to give feedback than they were a few years ago. Compared to 4 years ago, customer feedback after a bad experience has dropped by 8%. The number of customers who do not tell anyone about their experience has increased by over 6% 

• Plus, Shep and Isabelle discuss why getting honest feedback is more important than getting high metric scores. Tune in! 

Quote:  

"The overall quality of customer experiences has improved. What's changing is customer expectations. Consumers are less tolerant of bad experiences, so when they happen, they are more likely to either decrease or stop spending money on a business." 

About:   

Isabelle Zdatny is the Head of Thought Leadership with Qualtrics Experience Management Institute. She produces industry-leading content on experience management trends and best practices, including the 2025 Consumer Trends Report. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.

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Shep Hyken interviews Edwin Margulies, Chief Evangelist at Nextiva. He talks about his book, Mastering the Customer Experience, understanding customer needs, and simplifying customer interactions. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. How can companies effectively integrate new technology into existing systems to enhance customer experience? 
2. Why is creating a frictionless customer experience important, and how can businesses achieve it? 
3. Why is understanding consumer behavior crucial for improving customer experience? 
4. What role does technology play in transforming the customer experience? 
5. Why should your customer experience strategies align with corporate goals? 

Top Takeaways:   

• The customer experience has become the most important differentiator between companies. It's not just about the products or services offered but the entire journey and interactions a customer have with a brand. 
• A frictionless experience leads to happy customers and a stronger relationship with the brand. Eliminating unnecessary steps and making processes more convenient can create a significant impact on customer experience. 
• Customers today are more educated and demanding than ever before. With information at their fingertips, they often know as much or more than the agents assisting them. Businesses must adapt by providing tailored, knowledgeable, and efficient customer service.  
• Edwin Margulies developed an  8-step process to help businesses tackle CX improvements: 

1. Teaming and Goal-Setting: Understand the corporate goals and ensure that your CX goals are aligned with them. Secure support from leadership by ensuring that they understand the return on investment in the customer experience initiative. 
2. Transaction Taxonomy: Make an account of the different types of transactions you are already doing. Then, categorize all customer interactions to identify where improvements can be made. 
3. Customer Maturity Model: Evaluate your appetite as a company to determine how advanced you want to go in terms of CX capabilities. 
4. Mapping Volume and Complexity: Prioritize interactions to improve by analyzing how complex and frequent they are.  
5. Workflow Candidates: Identify specific processes that are ideal for optimization and automation. 
6. Rationalize Business Rules and Policies: Avoid potential errors by aligning your organization's current policies with the new automated processes. 
7. High-Level Workflow Worksheets: Map current to future workflows to see where you can enhance the customer journey. 
8. CX Best Practices Template: Develop a blueprint combining all the moving parts for seamless implementation. 

• Plus, Edwin shares more insights from his book, Mastering the Customer Experience. Tune in! 

Quote:  

"The modern consumer is a wily beast. They are demanding, and they want great service. They want personalization. They don't want to repeat themselves. They want to communicate on the channel of their choice, and they self-publish, giving them a megaphone on the experience." 

About:   

Edwin Margulies is the Chief Evangelist at Nextiva. He is a serial entrepreneur and is the author of 19 books, including his latest, Mastering the Customer Experience. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   

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Shep Hyken interviews Christina McAllister, senior analyst at Forrester. She talks about the evolving role of AI in contact centers and how it enhances, customer service, human interactions, and deepens customer relationships without losing the human touch. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. How does modern AI enhance the efficiency of customer interactions in contact centers? 
2. How can AI anticipate customer needs and offer better solutions in customer service? 
3. What are the common fears among leadership when adopting AI solutions in customer support? 
4. How can automation in customer service lead to improved human interaction? 
5. Why is maintaining human contact in contact centers still important despite AI advancements? 

Top Takeaways:   

• Artificial Intelligence (AI) is becoming a huge part of customer service. Unlike old chatbots that needed programs to predict every possible question, Generative AI learns from conversations and understands the intent behind questions, which makes customer support and engagement much smoother.  
• Customer service isn't just about solving problems anymore. It's about engaging customers. Even with current technological advancements, human interaction remains crucial for resolving complex issues. By having real conversations, businesses can strengthen relationships and even create opportunities for more revenue through upselling. Engaging with customers on a personal level can lead to happier, more satisfied, and loyal customers. 
• Leaders are grappling with FOMO (fear of missing out) and FOMU (fear of messing up) when adopting AI. There's a genuine fear of missing out on the opportunities AI presents and a fear of messing up by investing in the wrong technologies. It's a delicate balance between innovation and smart adoption. 
• Automation, just like every new technology, often raises concerns about job loss. While digital experiences handle basic inquiries well, complex issues still require human intervention. Automation can impact jobs but also presents new opportunities for meaningful work. Businesses can choose to reassign employees to roles that focus on deeper customer interactions. For example, automating repetitive tasks can free up agents to handle more personalized interactions, enhancing the customer experience.  
• AI's magic isn't just about answering questions. It's also about predicting what customers might need next. By analyzing patterns, AI can alert you to better deals or cost-saving opportunities you might not be aware of. This proactive approach, powered and made scalable by AI, makes customers feel valued and understood. 
• Plus, Christina shares the long-neglected foundations, like knowledge management and understanding agent workflows, that investing in AI has brought to the surface. Tune in! 

Quote:  

"There's a significant shift happening in the industry—from merely providing support to actively engaging with customers. The ability to personalize relationships, even through beneficial upsells, marks a new era of customer service." 

About:   

Christina McAllister is a senior analyst at Forrester. She helps customer service and customer experience (CX) leaders transform their strategies and capabilities in the age of the customer. Her research focuses on how technology and AI can enhance customer and agent experience. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.  

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Shep Hyken interviews Laura Richard, Principal at Level5 Strategy and one of the 2023 Woman Leaders in Consulting. She talks about the essence of branding and its role in customer experience, employee engagement, and business growth. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. What is a brand promise? 
2. What is the role of branding in enhancing the customer experience? 
3. How can businesses define their brand to impact customer relationships meaningfully? 
4. How does empowering employees align with a company's brand promise? 
5. Why is it important for employees to share the same values as the brand they work for? 

Top Takeaways:   

• A brand promise is a company's commitment to its customers, defining what they can expect every time they interact with the brand. It is the guiding principle that all the decisions of an organization are centered on.  
• A brand true to its promise creates value, builds trust, and fosters long-lasting relationships that benefit the customer and bring financial success to the business over time. 
• Understand what matters most to the customers you want to build a relationship with. Know what they want to get and how they want to feel as a result of engaging with the brand.  
• In a competitive market, a strong brand sets a company apart from competitors and creates an emotional connection with customers. For example, Nike empowers its customers with the motto "Just Do It," and Patagonia focuses on sustainability. 
• Employees are essential in upholding the brand promise. When a company clearly defines its brand promise and values, it can attract employees who naturally resonate with those principles. 
• Companies should identify which touchpoints are "table stakes," meaning basic expectations that must be met, but not necessarily exceeded. They should also focus their resources on the "moments of truth," the interactions that emotionally impact customers and can significantly deepen relationships.  
• Plus, Shep and Laura discuss how convenience and consistency drive loyalty. Tune in! 

Quote:  

"When people hear the word brand, they think of the logo, tagline, or marketing campaigns. But a brand truly is the company's identity, the common set of truths the organization needs to deliver to create value for its customers and employees." 

About:   

Laura Richard is a Principal at Level5 Strategy and one of the 2023 Woman Leaders in Consulting. She is Chair of the Board of ParticipACTION, Canada's leading advocate for physical activity. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.

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Shep Hyken interviews Joanne Chan, CEO of Turner Duckworth, a world-class branding agency with studios in San Francisco, London, and New York. She talks about how brands like Amazon, Coca-Cola, and Levi Strauss & Co. infuse a clear vision and emotional connection in their branding to communicate a customer-focused experience. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. How can a company integrate customer service into its branding strategy? 
2. What role does customer experience play in brand loyalty? 
3. What are the key elements of a logo or brand identity that influence customer experience? 
4. Why is it essential for brands to infuse emotion into their visual identity systems? 
5. How should companies handle feedback to improve their brand's customer experience? 

Top Takeaways:   

• Branding is crucial for any company because it defines how customers perceive the business. A strong logo and brand identity can create emotional connections with customers, making them more loyal and engaged.  
• Successful branding involves creativity and an understanding of what the brand represents. A great logo or brand can stand the test of time while still resonating with new customers, like Amazon's smile logo, which emotionally connects the customer to a happy experience and communicates that Amazon sells everything from A to Z.   
• In any business relationship, listening is vital to understanding client needs and expectations. Listening helps you create solutions that cater to the client's specific requirements. Listening with empathy throughout the partnership can nurture long-lasting relationships and repeat business. 
• Everyone makes mistakes, and in business, you must handle them well. When a mistake happens, take responsibility, listen to your customers, and work to solve the problem together. Owning and handling mistakes well shows your customers that you are reliable and committed to delivering an amazing experience. 
• Creating a brand involves more than just a name or logo. It's about evoking emotions. This involves using design to speak to the heart of what the consumer cares about. That’s part of the customer experience. 
• The new generation of customers interacts with brands differently. They expect personalized and engaging experiences. Brands must be flexible and adaptable while maintaining consistency. 
• Plus, Joanne shares how her team came up with the Amazon logo and how they purpose-built it for the future. Tune in! 

Quote:  

"To infuse a brand with personality, marketers need to understand that brands are a way to communicate with their customers. The more emotion you infuse into a visual identity system, the more connection you can have with your customers." 

About:   

Joanne Chan is the CEO of Turner Duckworth. They managed packaging and brand identity projects for clients like Amazon, Coca-Cola, Levi Strauss & Co., and Samsung. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.

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Shep Hyken interviews Anurag Dhingra, SVP and General Manager of Cisco Collaboration. He talks about using AI to bridge the gap between consumer expectations and satisfaction by enhancing both customer and employee experiences. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. How can businesses bridge the gap between customer expectations and satisfaction? 
2. What role does artificial intelligence play in enhancing customer service interactions? 
3. What are the benefits of proactive communication in customer service? 
4. How can AI-driven tools support customer service agents in delivering better service? 
5. Why is it important for companies to prioritize customer experience over cost optimization? 

Top Takeaways:   

• There is still a huge gap between what people expect from their customer experience and what they are getting. If you ask a someone if they are happy with their previous customer experiences, the answer will likely be no. Fortunately, we now have the technology to elevate the experiences we can deliver to our customers.  
• Technological advancements, especially in AI, present many opportunities for organizations to enhance customer service and experience. AI can help streamline processes, provide real-time insights, and assist agents in answering customer inquiries more effectively. 
• Companies need to be thoughtful when implementing AI solutions. While cost optimization is important, it should not overshadow the goal of enhancing customer experience. Businesses should prioritize strategies that directly impact customer satisfaction, such as reducing wait times, creating personalized experiences, and anticipating customer needs.  
• Personalization is crucial in creating amazing customer experiences. Customers now expect companies to recognize their preferences and past interactions. Delivering a personalized service can make customers feel valued and understood, strengthening brand loyalty. 
• In addition to traditional methods of communications, like phone calls, modern consumers also communicate across various platforms like social media and text messages. Companies need to meet their customers in the channels where they prefer to interact. Offering multiple communication options allows customers to reach out in their preferred way, enhancing engagement and satisfaction.  
• Today, the best use case for AI is helping customer support agents, acting as a co-pilot providing real-time assistance and recommendations. AI can enhance agent efficiency by summarizing interactions and handling routine tasks, freeing agents to focus on complex issues. Technology should empower humans, not replace them. 
• Plus, Anurag and Shep discuss why it is important to always let customers know when they are talking to AI. Tune in! 

Quote: 

"Anyone in the organization can be a customer service representative. Because there are now multiple ways to engage with a brand, anyone has the opportunity to do a job that delights the customer." 

About:   

Anurag Dhingra is the SVP and General Manager of Cisco Collaboration. He leads the technology vision, strategy, and direction for the Cisco Collaboration. He is also on Cisco's Human Rights Advisory Council and the founder of Cisco's Responsible AI initiative. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   

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Shep Hyken interviews Jonathan Rosenberg, Chief Technology Officer and head of AI at Five9. He talks about how contact centers can use generative AI to deliver customer experiences that people love. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. How can companies effectively balance customer self-service with personal interactions in high-stakes situations? 
2. How does AI contribute to transforming contact center agents into brand ambassadors? 
3. Why is empathy important in customer service interactions, and how can AI complement this human trait? 
4. How does the implementation of AI tools impact companies' return on investment? 
5. How does generative AI reduce labor costs in contact centers while maintaining human involvement?  

Top Takeaways:    

• AI is changing the way that contact centers operate. AI-driven tools can handle simple queries and support human employees in answering complex questions. It allows businesses to offer quick, precise help that reduces call and hold times while keeping human agents available for tasks requiring empathy and complex problem-solving. 

• Self-service options are growing more advanced and popular. Although AI can tackle straightforward and repetitive tasks, humans are necessary for high-stakes or complicated situations due to their ability to understand emotions and contexts more deeply.  

• AI isn't about replacing human employees but empowering them. It provides agents with insights and recommendations in real time so they can focus on building stronger relationships with customers. With AI tools, agents can support customers more effectively, easily handle complex queries, and even seize upsell opportunities.  

• Great customer experiences can lead to loyal customers. With AI tools, employees can easily access customer's history of interactions with the brand and get information from a broad knowledge base that can help them offer personalized solutions. When customers feel understood and valued, they are more likely to return and tell others about their positive experiences.  

• AI is quicker and more cost-effective to implement than ever, and the return on investment from AI in customer service is significant. AI can shorten call handling times and make each interaction more efficient, saving money for the business.  

• Plus, Shep and Jonathan discuss what happens to companies that are laggards when it comes to adopting AI. Tune in! 

Quote:  

"Setting up and implementing AI has historically been expensive and prohibitive for businesses. Now, with generative AI, it is quick and easy to get started, and the cost of maintaining it is low." 

About:   

Jonathan Rosenberg is the Chief Technology Officer and head of AI at Five9. He is responsible for the engineering and operational teams building Five9's Genius AI portfolio. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.

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Shep Hyken interviews Derek Allgood, VP of Global Customer Experience (GCX) at eBay. He discusses the importance of nurturing a supportive culture and harnessing innovative tools like AI to enhance employee and customer service. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. How does enhancing the employee experience contribute to a better customer service experience? 
2. How can businesses balance automated customer service solutions with human interactions? 
3. What strategies can support remote customer service employees in delivering consistent experiences? 
4. How do self-service solutions impact the overall efficiency of customer service operations? 
5. How essential is a strong company purpose in driving customer satisfaction? 

Top Takeaways:   

• Listening is critical to building strong relationships in business and life. When interacting with customers or clients, it is essential to fully comprehend their needs and concerns before taking action. Active listening involves paying attention, asking clarifying questions, and genuinely showing empathy.  

• High employee turnover leads to increased costs and decreased customer satisfaction. Focus on creating a fulfilling and supportive work environment for your team members. Employees who feel valued and engaged become more committed to their roles and deliver exceptional service. 

• Today, more people are working remotely, which requires new ways of maintaining communication and culture. Effectively using technology to communicate improves work efficiency and connectivity. Communication technology helps ensure that employees remain connected and well-informed and can support one another in real time. 

• Self-service technology helps streamline interactions and solve issues quickly. By implementing self-service options, businesses can empower customers to find the answers they need without waiting to speak with a representative. This reduces wait times and allows customer support teams to focus on more complex issues. It also leads to cost savings for businesses and a more satisfying experience for both customers and employees. 

• A great business also thinks about how it can contribute positively to the world. This involves supporting causes that align with the company's values and making a meaningful impact on communities. By having a purpose beyond making money, businesses can connect with people on a more personal level. This builds trust and loyalty among consumers and employees alike. 

• Plus, Derek talks about eBay's innovative AI solutions to support employees and customers. Tune in! 

Quotes:  

"The first thing that we have to do in any relationship is to listen. As a business with a buyer and seller relationship, listen and try to understand where the customers are in their journey, what's gone wrong, and how you can support the employees helping them." 

About:   

Derek Allgood is the VP of Global Customer Experience (GCX) at eBay. He has over 20 years of experience leading customer support teams for global companies such as Citiphone, Global Consumer Bank, and Barclays. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.

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Shep Hyken interviews Jeff Gothelf, author of Who Does What By How Much?: A Practical Guide to Customer-Centric OKRs. He talks about how aligning objectives and key results with customer needs can transform business success. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. What is an OKR? 
2. How do customer-centric OKRs help teams focus on the right tasks? 
3. Why is it important for businesses to align their objectives with customer-centric goals? 
4. How does measuring customer behavior contribute to better customer satisfaction? 
5. How can understanding customer patterns help prevent client defection? 

Top Takeaways:   

• OKR is an acronym meaning Objectives and Key Results. They are a strategic framework for setting clear goals and measuring outcomes. By having clear goals and knowing what results are expected, everyone in the organization moves in the right direction. When these OKRs are focused on the customer, they help companies make decisions that make their customers happy and loyal to the brand.  

• Objectives are qualitative goals describing the end state you want your customers to experience. For example, you want to offer the best product or be the easiest to do business with. The key results are the quantitative measures of human behavior that tell us we've achieved that state. It answers: What will your customers do differently, and by how much?  

• Customer satisfaction is important, but understanding customer behaviors is crucial. Often, dissatisfied customers stop using the product. They show up less often. They spend less money. They stop telling their friends about it. If you can understand these patterns of your customer's behavior, you can proactively take action before it becomes a problem. 

• Determine which behaviors (trying out products, asking more questions, etc.) will deliver the results that your company is looking for. Then, create an environment, a system, a service, or a store that positively amplifies those behaviors for the customer. 

• Providing your team with the objectives and allowing them to figure out the best way to achieve them communicates that you trust your employees to use their skills to meet customer needs.  

• Not all strategies will work from the start. Organizations need to develop a culture of learning. It allows teams to learn from mistakes and objectively measure the success of an idea. Then, businesses can make informed adjustments and improve with each attempt.  

• Plus, Jeff explains why some employees end up working on the wrong tasks  and how organizations can avoid that. Tune in! 

Quote:  

"Customer centricity puts the customer at the center of all our decisions. Every time we make a decision, the critical question is—What impact do we think this will have on the customer? And, is that something that we want to do?" 

About:   

Jeff Gothelf is a business strategy and customer-centricity expert, speaker, and author. He is the co-author of Lean UX, Sense & Respond, and Who Does What By How Much?: A Practical Guide to Customer-Centric OKRs. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   

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Shep Hyken interviews Mark Abraham, Senior Partner at Boston Consulting Group and author of Personalized: Customer Strategy in the Age of AI. He talks about AI's potential to enhance personalization and the impact of tailored customer experiences on business growth.  

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. What is true personalization? 
2. How can AI enhance personalization? 
3. How does personalization contribute to customer loyalty and satisfaction? 
4. How can businesses balance personalization with customer data privacy concerns? 
5. What are some common misconceptions about personalization in customer service? 

Top Takeaways:   

• Personalization means using what you've learned about the customer from their past interactions to improve their future experiences.  

• True personalization is not just about using a customer's name or offering customized products. True personalization involves using customer data at scale to make their next experience smoother, faster, and more convenient.  

• There are some concerns among customers about data privacy and personalization. Businesses must first get the opt-in from their customers. Second, it is important to ensure personalized experiences are contextually appropriate to the customer's journey. 

• Respecting customer privacy can make or break a personalized experience. Businesses should collect first-party data (data from transactions) and zero-party data (data directly shared by customers) to create a more accurate and respectful personalization strategy.  

• Artificial Intelligence has the potential to significantly enhance personalization. It can analyze vast amounts of data to predict and suggest the next best actions for customers, recommend products or services, and tailor customer service interactions. 

• Starting with personalization doesn't have to be complicated. Start by identifying one area where personalization can have the most impact and using available tools and technologies to implement it. 

• Mark also shares The Five Promises of Personalization, a practical way to think about how you deliver great personalization. 

• Empower me: Start with the customer. How are you helping them solve problems or fulfill a need? 

• Know me: To help a customer, you need to know them. Find ways to engage the customer and collect relevant data in between. 

• Reach me: Use AI to know how to reach out to your customers and what messages are most appropriate and relevant to send them. 

• Show me: Build a content library and use content management systems and automation to deliver personalized content at scale.  

• Delight me: Make the personalized experience seem more magical. 

• Plus, Mark answers the question—Is true personalization an expensive thing to do? Tune in! 

Quote:  

"Personalization isn't just customization. Personalization is taking what you've learned about a customer in an interaction and making their next interaction better, faster, or more convenient." 

About:   

Mark Abraham is a Senior Partner at Boston Consulting Group and the founder of the company's Global Personalization business. He co-authored Personalized: Customer Strategy in the Age of AI with David C. Edelman. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.

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Shep Hyken interviews Jim Payne, Director of Product Marketing, Customer Engagement at RingCentral. He talks about how AI is transforming both customer and employee interactions by enhancing productivity and efficiency. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. How is AI transforming both employee and customer experiences? 
2. Can AI be utilized effectively in smaller companies with limited budgets? 
3. How does AI improve efficiency and productivity for customer service teams? 
4. What is the impact of AI on employee retention? 
5. What are the challenges related to integrating AI into existing customer service systems? 

Top Takeaways:   

• Artificial Intelligence is significantly impacting both customer and employee experiences. The latest research by RingCentral and Metrigy has uncovered that over 80% of companies are using or planning to use AI to enhance customer and employee interactions this year.  

• The cost of using AI for business has dramatically decreased. In the past, deploying AI would mean a considerable investment needing data scientists and experts to implement. Today, it has become more accessible to even small and medium-sized businesses. The benefits of AI, such as increased productivity and efficiency, are no longer exclusive to large organizations. 

• AI will not replace human employees. Instead, it will augment their capabilities, make their jobs easier, and empower them to serve more customers. 

• By automating repetitive, mundane tasks, AI allows employees to focus on more meaningful work. In customer support,  AI can manage routine inquiries and free agents to tackle more complex issues that need human-to-human interaction. This boosts productivity and reduces stress and burnout, leading to a happier workforce.  

• Inconsistent experiences with digital tools may cause customers to hesitate to choose self-service options. Companies must ensure their AI systems are reliable and user-friendly to encourage more customers to embrace them.  

• AI creates seamless experiences for both customers and employees. Whether a customer is talking to a chatbot or a human agent, all relevant information can be retained and accessible. This prevents customers from having to repeat themselves. It also empowers employees with the information they need to resolve issues quickly. 

• By integrating AI solutions, businesses can enhance their existing workforce. AI helps shorten the time an agent needs to solve problems. In their recent study, RingCentral and Metrigy found that AI helps reduce the time to complete a call by 39% on average. This allows contact centers to handle higher volumes of inquiries with fewer agents, bridging staffing gaps and improving the overall service quality. 

• Plus, Shep and Jim share innovative ways AI is being used to support customer service agents. Tune in! 

Quote:  

"AI supercharges people. It doesn't replace human-to-human interaction. It just makes everything better, faster, and easier." 

About:   

Jim Payne is the Director of Product Marketing, Customer Engagement at RingCentral. He specializes in Artificial Intelligence and Machine Learning and how they can be applied to improve customer experiences. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. 

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Shep Hyken interviews Terry Turner, president and CEO of Pinnacle Financial Partners. He talks about how investing in employee experience can create loyal customers, strong relationships, and higher shareholder returns. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. How does a positive employee experience translate to a better customer experience? 
2. What are effective strategies for reducing employee turnover? 
3. How can businesses balance high-tech solutions with high-touch customer service? 
4. How does stability in the workforce enhance overall customer satisfaction? 
5. How does employee empowerment impact the quality of customer service?  

Top Takeaways:   

• The way a company treats its employees impacts how they treat customers. What is happening inside the organization is felt outside by the customers. Happy and motivated employees are more likely to go above and beyond to meet client needs.  

• Using the word "clients" instead of "customers" can convey a deeper, more lasting relationship. While "customers" might imply a transactional relationship, "clients" suggests a collaborative partnership. This shift in terminology can change how employees perceive and interact with the customers they serve. 

• Empowering employees can help reduce bureaucracy. Less bureaucracy means faster decision-making and the ability to respond more quickly to customer needs. Building a reputation for being efficient and easy to do business with can set you apart from the competition, no matter the industry. 

• Personalized interactions can create advocates and promoters out of your customers. Knowing your clients well helps provide better advice and services tailored to their needs. It can be as simple as knowing clients' names and remembering previous interactions.  

• Trust can transform your customer relationships from a vendor-customer connection to a partnership. Clients need to know they can rely on you for solid, honest advice and consistent service.  

• The balance of high-tech and high-touch can significantly enhance the customer experience. It is not always about the newest technology. It is about how your technology matches your business process, employee mindset, and customer needs. 

• Plus, Terry shares how Pinnacle Financial Partners continues to grow without having to advertise. Tune in! 

Quote:  

"The number one inhibitor of great service is turnover. If you can't stabilize your workforce, there's no chance you'll give great service."  

About:   

Terry Turner has been the president and CEO of Pinnacle Financial Partners since it was founded in 2000. He is an active member of his community, serving  on the boards of the Nashville Sports Council, Salvation Army, Belmont University, Nashville Chamber of Commerce, and the Nashville branch of the Federal Reserve Bank of Atlanta. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   

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Shep Hyken interviews Laura Burgess, senior research analyst at Capterra (a division of Gartner), a trusted software and services marketplace that offers a wide range of solutions to help organizations meet many of their business needs. She talks about how AI is transforming customer service and how organizations can balance digital interactions with the human touch to enhance customer satisfaction.  

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. Why are customer expectations rising in today's market? 
2. How can AI enhance customer service experience? 
3. How can businesses effectively implement AI in customer service? 
4. Why is transparency when using AI in customer interaction? 
5. How can businesses balance between AI and human support? 

Top Takeaways:   

• Over the last two years, customer satisfaction (CSAT) scores have increased. A study by Capterra found that 63% of U.S. businesses have shown a marked improvement in customer satisfaction.  

• Customer expectations have risen due to the availability of multiple communication channels like the phone, email, chat, and social media. Today, customers expect quick, efficient, and instant responses. Technology plays  a significant role in meeting these expectations by providing faster service across multiple channels. 

• Transparency is key when it comes to customer interaction. Letting customers know that they are interacting with AI through notifications before the engagement and during interactions can build trust, comfort, and acceptance. 

• To optimize customer service, companies should leverage the strengths of both AI and human support. While human support is crucial to personalized interactions, AI excels in faster response times, handling repetitive tasks, providing 24/7 availability, and offering multilingual support.  

• AI will not eliminate jobs. It will disrupt job roles. Employees believe that, in the next five years, 52% of customer queries will be handled exclusively by AI. Customer service roles will evolve, with humans focusing more on strategic, empathetic, and more complex tasks.  

• Integrating AI into customer service isn't just about getting the latest technology. It requires training employees to use AI tools and understand AI insights effectively. This training also benefits employees by boosting their technical skills, making them more versatile and valuable to the organizations they work for. 

• As businesses continue to invest in AI, it's essential to continuously measure its impact on customer experience. Companies should focus on fine-tuning these technologies to deliver accurate and helpful responses while maintaining the availability of human agents for more sensitive or complex issues.  

• Plus, Shep and Laura discuss more stats from Capterra's 2024 Customer Service Technology Survey and how it shapes the future of customer service. Tune in! 

Quote:  

"Consumers are more demanding than ever when it comes to their interactions with companies, thanks to multi-channels of communication which enable faster services and instant responses."    

About:  

Laura Burgess is a senior research analyst at Capterra with specialized knowledge of sales and customer experience (CX). Capterra offers businesses over 90,000 solutions across 1,300 software types and 50,000+ service providers to choose from.  

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. 

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Shep Hyken interviews Brett Frazer, co-founder of Service Matters, LLC and the author of Your Hidden Profit Center: Mastering the Five A's of Successful Customer Engagement. He talks about shifting customer service from a cost center to a value center and outlines the 5 A's framework  for adding value to every customer engagement. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. How has the perception of customer service evolved from being seen as a cost center to being recognized as a profit center? 
2. What are the potential long-term effects of prioritizing cost reduction in customer service? 
3. Why should companies focus on aligning with customers on the desired outcome rather than just providing a direct solution? 
4. Why is it crucial for customer service initiatives to gain buy-in and support from key organizational stakeholders and leadership? 
5. How can organizations best empower customer support agents? 

Top Takeaways:   

• Customer service has evolved from being  a cost center to a hidden profit center. Focusing  on reducing investment in good customer experiences has  a long-term negative impact on customer loyalty and profitability. 

• Brett shares The 5 A's of Successful Customer Engagement. 

• Acknowledge - Acknowledgment is about empathy and addressing the customer's emotional needs. Acknowledge the customer as a person, their relationship to the company, and the problem and solution they seek.  

• Align - Listen, troubleshoot, and collaborate with the customer to reach the outcome that they are trying to achieve. 

• Assist - Provide the most appropriate options for the customer that are personalized to the situation that they are in.  

• Advise - Enable and empower your agents with knowledge and data about the customer so they can provide insights that add value. 

• Ask - Ask for revenue, actions, and information, and create awareness to increase the customer's lifetime value. 

• If you can't get leadership and key stakeholders behind the transformation of your organization's customer service and experience, it's not going to work.  

• The focus should not only be on providing immediate assistance but also on building long-term relationships with customers. Customer service is an opportunity to add value that creates customer loyalty and can significantly impact the organization's bottom line. 

• A great customer relationship hinges on understanding the customer's needs, empathizing with their situation, providing tailored solutions, and proactively seeking opportunities to add value to the customer experience. 

• Plus, Brett shares more tips and strategies from his book, Your Hidden Profit Center: Mastering the Five A's of Successful Customer Engagement, to  help your organization save time and increase profits. Tune in! 

Quote:  

"Over the years, customer service has been considered a cost center. The focus was on how we could make customer service as cheap and as quick as possible. This mindset takes away from the intent of customer service and support, which is to provide a great experience to keep your customers coming back." 

About:    

Brett Frazer is a thought leader and expert in customer service and contact centers. He is the co-founder of Service Matters, LLC, and the author of Your Hidden Profit Center: Mastering the Five A's of Successful Customer Engagement. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. 

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Shep Hyken interviews Alan Williams, Founder and managing director at SERVICEBRAND GLOBAL Ltd and the co-author of Supercharging the Customer Experience: How Organizations Can Drive Performance in Today's Values-Based Economy. He talks about aligning the organization's culture, from the leadership to the frontlines, with its customer experience. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. Why is alignment within an organization important for the customer experience? 
2. How has the customer landscape changed in the last 20 years? 
3. Why does customer experience start with leadership? 
4. How is employee engagement linked to the customer experience? 
5. Why is brand identity crucial for an organization's customer experience? 

Top Takeaways:   

• Customer experience is not just a function or a set of processes. It's not just some department or strategy. It is ingrained into the company's culture from the top leadership to every employee. It's in the DNA.  

• Everybody's job is important when it comes to customer experience. Every employee must understand how what they do impacts the customer, even if they're two or three places removed. 

• Over the last 20 years, customer decision has shifted to where it is 80% driven by emotion and values. Customers choose to do business with companies that share the same values and stand for the same social causes as them. 

• Communication has greatly evolved thanks to the internet and social media. Customers' thoughts about a brand can now be shared with millions of people in an instant. Companies need to ensure that their messaging is authentic to their brand identity and resonates with their audience. 

• Organizations used to have the majority of control over brand perception. They could decide how they want to be perceived and hire a company to pump out that message. Now, customers put more trust in what their friends, family, or colleagues tell them.   

• The customer focus should extend to the organization's internal customers as well. Every role, whether customer-facing or support-oriented, plays a part in shaping the overall customer experience. Customers, employees, service partners, and communities now shape how people think about a brand. 

• Customer experience should reflect the organizational brand identity. Every aspect of the customer journey, from arrival to departure, should embody the organization's values. Every action, whether customer-facing or behind the scenes, should reflect the company's mission. When everyone in the organization understands and represents the brand identity, it creates a consistent and compelling customer experience.  

• Plus, Alan shares examples of  customer experience from the hospitality industry (every type of business can benefit from a hospitality mentality.) Tune in! 

Quote:  

"A hospitality mentality helps drive customer experience. It is a brilliant training ground because you can learn a lot from that space and then apply it to other sectors." 

About:   

Alan Williams is the founder and managing director of SERVICEBRAND GLOBAL Ltd and the co-author of Supercharging the Customer Experience: How Organizations Can Drive Performance in Today's Values-Based Economy. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. 

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Shep Hyken interviews Elisabeth Zornes, Chief Customer Officer at Autodesk. She talks about the evolution of the new customer and creating personalized digital experiences. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. How does digital transformation impact customer expectations and experiences? 
2. What are the challenges and opportunities in personalizing the customer experience in a B2B environment? 
3. How does the concept of digital-first change the way businesses engage and provide value to their customers? 
4. What role does AI play in enhancing the customer experience and driving growth for businesses? 
5. How can companies leverage technology and AI to provide customers with personalized insights and experiences that drive long-term loyalty? 

Top Takeaways:    

• The customer experience is evolving rapidly across different industries. Customers today are more informed, empowered, and sophisticated. This has raised the bar for businesses to rethink and rebuild their customer experiences to align with the changing expectations. 

• When you build and enhance digital experiences together with your customers, you create something very special. You go from interacting in transactions to building a digital relationship. Companies must design intuitive and personalized digital experiences that align with customers' preferences and behaviors. 

• Even in the B2B world, we need to be focused on customers as if they're consumers because that's what they're basing their stories and expectations on. Customers compare you to the best experiences they've had across all industries, regardless of the type of business are industry they are in. 

• Personalization is powerful in building a great customer experience because when customers engage with brands who know them, what they are likely to do, how they want to engage, and what they need, that signals that the company is where they can continue to get value. That reliability creates trust.  (This was confusing. I think adding the “them” helps. Agree?) 

• Partnering with your customers is personalizing the relationship to the point where you understand so much of what your customers want and need that you can make the suggestions that will enhance their experiences, improve their businesses, and choose you over the competitors. 

• The integration of AI in customer service should not be viewed as a replacement for human interaction but as a means to enhance and support human ingenuity.  

• The future of customer service lies in transforming the entire organization's mindset. It is about instilling a culture where every employee understands their role in delivering an exceptional customer experience—raising service levels and delivering value across the board. 

• Plus, Shep and Elisabeth discuss more ways to leverage AI in customer service and experience. Tune in! 

Quote:  

"There is a significant shift in terms of who our customers are. They are much more sophisticated, informed, and empowered. They are expecting a seamless experience from start to finish."  

About:   

Elisabeth Zornes is the Chief Customer Officer of Autodesk. She oversees Consulting, Customer Success, Partner Success, Product Support, and Renewals to help businesses drive innovation for their customers. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.

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Shep Hyken interviews Rony Vexelman, Vice President of Marketing at Optimove. He discusses  why broken customer journeys create poor customer experiences and how brands can avoid them by leveraging AI, personalization, and customer-centricity at every step of the journey. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. Why is it essential for brands to understand and orchestrate the customer journey? 
2. What are some common pitfalls that lead to broken customer journeys? 
3. How has technology changed the approach to customer journey mapping? 
4. How can AI tools empower professionals to expand their roles? 
5. Why is it essential for brands to break down silos within their organization? 

Top Takeaways:   

• Broken customer journeys result from multiple departments working in silos without integrated communication. Each department may have its automation system, which may lead to conflicting or uncoordinated customer experiences. By breaking down these silos and working towards a centralized system, your company can ensure a unified and smooth customer journey. 

• Businesses need to prioritize customer needs and experiences over pushing products or campaigns. When making decisions, even the tough ones, it's important to consider how these changes will impact customers and how to communicate them effectively.  

• You will not always make decisions that will make your customers happy. For example, raising prices is not an easy topic to discuss with customers, but it is, at times, necessary. Acknowledge how it impacts your customers and communicate it with them. 

• Traditional journey mapping focuses on creating an ideal journey for most customers, often neglecting outliers. With today’s technology, businesses can personalize the customer experience at scale, catering to individual preferences and needs. 

• AI can empower “positionless professionals”, encouraging individuals to expand their skills beyond their specializations. With AI tools, employees can take on tasks outside their usual roles, becoming more versatile and adaptable. This adaptability can result in faster execution, better employee experiences, and better customer experiences. 

• Extending personalized experiences beyond physical interactions, such as at a reception desk, to online platforms can significantly enhance the customer's perception of the brand. 

• Plus, Shep and Rony discuss why "breaking down silos" is still a hot topic for organizations after decades. Tune in! 

Quote:  

"Do your marketing from a customer point of view, not from a product point of view. " 

About:   

Rony Vexelman is the Vice President of Marketing at Optimove. He is a seasoned professional in multichannel marketing and customer engagement platforms. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. 

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Shep Hyken interviews Gaurav Passi, Founder and CEO of Zingly.ai. He talks about seamlessly integrating AI and human interaction to create a collaborative and customer-centric experience. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. How can businesses effectively balance AI and human interaction in customer service? 
2. What are the most effective strategies for leveraging AI to enhance customer experiences? 
3. Why is it important to prioritize long-term customer relationships over individual transactions? 
4. How can AI tools provide hyper-personalized service to customers? 
5. How can businesses effectively handle after-hours customer calls using AI tools? 

Top Takeaways:   

• Bringing the human touch, data, and AI together creates a powerful combination that can significantly enhance customer satisfaction and competitive advantage.  

• When companies understand when to use AI and when to involve human representatives, it benefits everyone, including the customers, the employees, and the business. AI can efficiently answer quick queries, but human interaction is crucial for building long-term, meaningful customer relationships.  

• Many customers are experiencing FORO or Fear of Reaching Out. When customers are experiencing a problem, the first step is usually going to the company's website to get the contact information. Once they click on "Contact Us," they get some 800 numbers, call the company, the IVR kicks in, and they are put on hold, plus a few other steps. This long process and the time they have to carve out of their day to resolve their problems deter many customers from getting in touch with companies. 

• The bigger problem is the dissatisfied customers who never call but end up leaving because they never got the answer they were looking for.  

• While many customers still prefer traditional phone customer service, there's a growing expectation for digital options, especially among younger consumers. Offering a mix of digital and traditional channels can cater to diverse customer preferences. 

• AI can handle a large percentage of "one shot, one kill" questions and after-hours customer calls, resolving problems efficiently. However, maintaining a balance between AI and human touch is important, as human interaction adds a personalized, empathetic element that AI can't replicate.  

• By leveraging AI and personalization, you can address scale issues in call centers, allowing a single representative to handle multiple interactions simultaneously. This enhances efficiency in handling customer inquiries and improves overall customer satisfaction and Net Promoter Score (NPS). 

• Plus, Shep and Gaurav discuss why some customers hesitate to use AI. Tune in! 

Quote:  

"The meshing of human, data, and AI together can significantly elevate customer satisfaction and NPS, offering a competitive advantage in the market." 

About:   

Gaurav Passi is the founder and CEO of Zingly.ai. He aims to revolutionize customer relationships by leveraging generative AI, human expertise, and data to achieve hyper-personalization at scale. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.  

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Shep Hyken interviews Jonathan Stutz, President of Global Diversity Partners, Inc. and author of Daily Practices of Inclusive Leaders: A Guide to Building a Culture of Belonging. He shares daily practices and strategies for inclusive leadership that create a workplace where employees feel seen, heard, and valued.  

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. How can internal culture impact the external customer experience? 
2. How can inclusivity and diversity contribute to creating high-performance teams? 
3. What are SMARTIE goals? 
4. In what ways can leaders focus on inclusion first to build a culture of belonging and positively impact the customer experience? 
5. How can leaders manage difficult conversations in the workplace to promote inclusivity and equity? 

Top Takeaways:   

• Internal culture and employee experience are the foundation for enhancing customer experience. When employees feel valued and connected to their managers, coworkers, and the organization they work for, it positively impacts the quality of service and engagement with customers. 

• Building an organization's strong and welcoming culture is about making employees feel understood and valued. When this happens, trust between employees and leaders, managers, supervisors, and fellow employees dramatically increases. Establishing trust lessens employee churn. If you want to keep your customers coming back, you must ensure that your employees also look forward to returning to work.  

• Creating an inclusive and diverse workplace is about building high-performing teams that represent the perspectives and backgrounds of employees and customers. It is not about complying with a quota or hiring diverse employees for the sake of appearing diverse. It is about opening up opportunities for everyone and hiring the best people.  

• The IDE (Inclusion, Diversity, and Equity) approach emphasizes prioritizing inclusion first, followed by diversity and equity. When employees feel safe, welcome, and comfortable being themselves, they set the stage for attracting and retaining a diverse and engaged workforce. 

• We all benefit from a diverse, inclusive environment. It's not about one person winning and another losing. Instead, it's about leveraging various perspectives and experiences to benefit the customers, the employees, and the company. 

• Plus, Jonathan shares practical tips that leaders can start doing today to create a culture of belonging. Tune in! 

Quote:  

"Employees that feel connected to their managers and coworkers and feel as if they are seen, heard, and understood, give more of themselves to the organizations and their customers." 

About:    

Jonathan Stutz is the Founder and President of Global Diversity Partners, Inc. He has over 25 years of experience in leadership roles at companies such as Amazon, Microsoft, and Zulily. His book, Daily Practices of Inclusive Leaders: A Guide to Building a Culture of Belonging, is now available on Amazon. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.

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Shep Hyken interviews Michelle Pascoe, CEO of Optimum Operating Procedures and Services, also known as OOPS. She talks about the 3 E's of customer experience and the impact of values-based training on creating a lasting impression. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. What does "Hospitality Mentality" mean? 
2. What is the difference between customer service and customer experience? 
3. How can businesses create a memorable last impression for customers? 
4. Why is a values-based education important in shaping employees' customer behaviors and interactions? 
5. How do you equip frontline team members to deliver an exceptional customer experience? 

Top Takeaways:   

• Customer experience is about creating lasting impressions. Just as the first impression sets the tone, the last impression leaves an impact. Every step in the customer's journey, from the moment they walk in to the moment they leave, is an opportunity to amaze. 

• Embracing a hospitality mentality is about delivering exceptional customer experiences. It means going beyond merely meeting expectations and striving to make customers feel truly valued. This creates a positive and memorable interaction that can turn ordinary transactions into extraordinary experiences that keep customers coming back. 

• Michelle shares the 3 E's of Customer Experience: 

• Expectation: What does your marketing say about you? What are you creating in your customers' minds? 
• Experience: What do your customers get when they walk through your doors? Do you at least meet their expectations? How do you exceed their expectations?  
• Evaluation: What are your customers thinking about your business as they walk out the door? 

• When we live out our company's values, it sets the tone for our team. When we connect these values with our business operations, we give our employees a chance to shine and do a great job based on those values. And if something doesn't align with our values, we can call it out with clarity and proper discipline. 

• Training is not just about onboarding, it is an ongoing process. It is necessary to equip team members with the skills to uphold service values and exceed customer expectations. The training process should be multifaceted, cater to different learning styles, and be constantly reinforced. 

• Nurturing connections is essential, not just with customers but also between leadership and employees. When leaders take the time to understand and connect with their team members, it creates a positive and supportive work environment, leading to a more aligned workforce. 

• Plus, Shep and Michelle share their own experiences as customers that left a lasting impression. Tune in! 

Quote:  

"Customer loyalty and creating a memorable experience starts with meeting the expectations. If we don't even meet the expectation, they will certainly not come back." 

About:   

Michelle Pascoe is the CEO of Optimum Operating Procedures and Services (OOPS). She is a keynote speaker, the host of The Michelle Pascoe Hospitality Podcast, and the author of The VIP Principle: Discover How Guest Experiences Drive Long Term Growth. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. 

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Shep Hyken interviews Jeffrey Russell, Chief Executive Officer at C1. He talks about transformative leadership and the need for authentic and empathetic technology solutions that enhance customer experience. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. How can technology be authentic and empathetic in improving the customer experience? 
2. How can companies maintain a balance between human-to-human interactions and technology? 
3. Why should companies prioritize culture and organizational health before focusing on financial aspects? 
4. How has the concept of AI evolved to prioritize authenticity and human augmentation? 
5. What leadership principles are essential for guiding a company through transformation?

Top Takeaways:   

• Effective leadership in business requires putting culture first. A positive culture within a company influences performance and trust and provides more value to their customers and employees, ensuring sustained growth and success. 

• Recognizing and leveraging an organization's "superpowers" drives innovation by using what they are best at to create impactful solutions and maintain a competitive edge. 

• Technology and artificial intelligence must be built with empathy at its core. This means understanding what really matters to customers to creating relevant, valuable, and impactful solutions. 

• Authenticity, augmentation, and applied intelligence are essential to ensuring technology meets customer needs. Integrating artificial intelligence into the customer experience must be easy for its end users to use, offer genuine value to customers, and enhance the capabilities of employees to serve. 

• Encouraging customers to utilize technology for simpler inquiries and letting them know that human interaction is available for complex or sensitive matters creates a balanced customer journey. 

• Plus, Shep and Jeffrey talk about how to engage in a healthy, consultative dialogue when experiencing pushback from clients. Tune in!

Quote:  

"Empathy expands the human experience. It allows us to understand what really matters to our customers. It drives us to deliver something that is differentiated, relevant, and valuable for our customers." 

About: 

Jeffrey Russell is the Chief Executive Officer at C1, a company that uses technology and innovation to help companies build meaningful and secure relationships with their customers. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.

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 Shep Hyken interviews David Avrin, customer experience speaker and consultant. He talks about his latest book, Ridiculously Easy to Do Business With: A practical guide to giving customers what they want—when and how they want it, and shares actionable tips on providing a hassle-free customer experience. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. How can businesses identify and eliminate points of friction in the customer process? 
2. How has the shift in customer behavior influenced the focus on understanding customer choices and social proof? 
3. Why is customer service the most important marketing tool for brands? 
4. How does prioritizing customer experience serve as a competitive advantage for businesses in today's market? 
5. How has social media shaped brand perception? 

Top Takeaways:   

• Providing a hassle-free and convenient experience means eliminating friction at every step, from the moment a customer engages with a brand and even after the sale is made. Customers should be able to find information, purchase products, and get help without encountering unnecessary obstacles. 

• While friendliness is important, convenience is even more crucial in customer experience. In the 2024 State of Customer Service and CX Research, we have found that 94% of customers feel convenience is important, 70% are willing to pay more if the experience is more convenient, and 70% say that a convenient experience alone makes them come back to the brand. 

• "Ridiculously easy" is the new standard. The true competitive advantage lies in delivering a frictionless and convenient customer experience. Quality products and services are the minimum requirement for any business. However, what sets a company apart is how easy and convenient it makes the customer experience. Competing solely on quality is no longer enough. It's crucial to focus on providing a seamless and hassle-free experience for the customers. 

• Plus, Shep and David share their favorite tips from Ridiculously Easy to Do Business With, such as "be ridiculously easy to see," "ridiculously easy to reach," and more. Tune in! 

Quote:  

"What people say about our brand today is more impactful than what we say about ourselves." 

About:   

David Avrin, CSP, GSF, is a customer experience speaker, consultant, and best-selling author. His five books have been published in multiple languages, including Not Who You Know, It's Who Knows You! and Why Customers Leave (and How to Win Them Back). His latest book is Ridiculously Easy to Do Business With: A practical guide to giving customers what they want—when and how they want it. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. 

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Shep Hyken interviews Blake Morgan, customer service expert, bestselling author, and the host of The Modern Customer Podcast. She talks about her latest book, The 8 Laws of Customer-Focused Leadership: The New Rules for Building a Business Around Today's Customer, and how to create a culture that prioritizes both employee and customer satisfaction. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. How can leaders in a company build a customer-centric culture from the top down? 
2. How does employee satisfaction translate into a positive customer experience? 
3. What are the keys to hiring and retaining employees who actively contribute to a positive customer experience? 
4. What are the potential downsides of relying solely on customer satisfaction scores to gauge success? 
5. How does company culture impact customer experience? 

Top Takeaways:   

• In business, customer service and experience are not just strategies. They are a way of life. It's not just about how a company sells, but how it serves.  

• Companies that treat their employees well often provide better customer service. It's not just about what the company offers to the customers but also about how it treats its people. When employees feel valued and happy, they pass that positivity to their customers. 

• Long-term and short-term goals can go side by side. A successful leader understands the importance of balancing two opposing ideas — figuring out how to address immediate customer needs without losing sight of the organization's long-term goals.  

• Leading with a customer-focused mindset means putting in the work to elevate oneself first. Whether it is through music, exercise, meditation, etc., do what you must to elevate your own mindset so you can uplift your team and your customers.  

• The true measure of a company's customer service comes from the customers themselves. It's not about how high the numbers on your metrics can go. It's about creating experiences that make customers want to come back again and again. 

• Plus, Blake shares more insights from her latest book, The 8 Laws of Customer-Focused Leadership: The New Rules for Building a Business Around Today's Customer. Tune in! 

Quote:  

"If you want to compete on customer experience, you have to work harder than others. You have to bring more energy, more excitement, and a more service-oriented approach." 

About:    

Blake Morgan is a customer experience keynote speaker, dubbed by Meta as "The Queen of CX." She is the author of three customer experience books, including her latest, The 8 Laws of Customer-Focused Leadership: The New Rules for Building A Business Around Today's Customer. She is the host of The Modern Customer Podcast. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. 

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Shep Hyken interviews Robert Spector, international keynote speaker, and bestselling author. He talks about his latest book, The Century-Old Startup: The Nordstrom Way of Embracing Change, Challenges, and a Culture of Customer Service and how any company can stay in business during the most challenging times.  

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. How does Nordstrom balance tradition and innovation to stay relevant? 
2. How does a successful company prioritize social responsibility in its operations and community engagement? 
3. In what ways can businesses maintain strong connections with their customers in an increasingly digital world? 
4. How does social responsibility impact customer loyalty? 
5. How does an organization instill a culture of empowerment and trust to enhance the customer experience? 

Top Takeaways:    

• In its employee handbook, Nordstrom has only one rule: Use good judgment. It empowers employees by trusting their ability to assess a situation and make decisions based on their values. Nordstrom also empowers employees by sharing examples of what other excellent employees have done to solve problems. 

• Clear and transparent communication reassures both employees and customers. During challenging times, such as the pandemic, effective communication with leaders and stakeholders helps alleviate uncertainties, creates a sense of stability, and builds trust and confidence in the brand. 

• Customers prefer brands that support the same social causes that they care about. Social responsibility isn't just about giving back to the community but also about understanding and respecting diverse values and perspectives. Embracing social responsibility means adapting to the changing cultural landscape, from hiring practices to ethical consumption and sustainable business operations.  

• Building and maintaining strong relationships with customers is the foundation of business stability. Going above and beyond to satisfy customers' needs and create memorable experiences will result in positive word-of-mouth and enduring customer loyalty. 

• Balancing technology with personal connections and understanding the importance of human interactions is key to creating a differentiated and exceptional customer experience. 

• Timeless customer service stories from the past continue to inspire and are essential reminders of how businesses should serve their customers. These stories showcase principles that stand the test of time, emphasizing the significance of customer satisfaction and the impact of going above and beyond expectations. 

• Plus, Shep and Robert discuss the F.A.C.T.S. (flexibility, agility, communication, transformation, and social responsibility) of customer experience. Tune in! 

Quote:  

"Ultimately, it's about how your decisions positively impact the customer, not just the company." 

About:    

Robert Spector is an international keynote speaker, thought leader, and best-selling author. His book, The Nordstrom Way to Customer Experience Excellence: Creating a Values-Driven Service Culture, has become a business classic. His latest book, The Century Old Startup: The Nordstrom Way of Embracing Change, Challenges, and a Culture of Customer Service, is available now. 

Shep Hyken a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   

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Shep Hyken interviews John DiJulius III, Founder and Chief Revolution Officer of The DiJulius Group and bestselling author. He talks about the role of leadership and company culture in shaping a positive work environment. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. How can every employee contribute to a better customer experience? 
2. How can company leaders support successful customer experience investments? 
3. What role does employee training play in improving customer satisfaction? 
4. What are common staffing mistakes that companies should avoid for better customer service? 
5. How are customer retention and employee retention similar? 

Top Takeaways:   

• A Good customer experience starts with a good employee experience. The CX will never be better than the EX. 

• An employee experience revolution is where great companies have leaders who help people live extraordinary lives with meaning and purpose. 

• The culture of a company is a major driver of the customer experience. As leaders, we set the tone for what the culture is supposed to be. A positive employee experience contributes to a healthy company culture, which affects their motivation and satisfaction. Ensuring a positive employee experience is as essential for your business's success as delivering outstanding customer experience. 

• There is a quote that says, "You are the average of the five people you surround yourself with." However, in the workplace, your employees cannot choose their five. When a superstar employee is surrounded by underperformers, it can be challenging for them to maintain excellence. Making the right hiring decisions sets the stage for a positive work environment and facilitates the company's and its employees' success. As leaders, we are responsible for creating a team that helps each other excel. 

• Every employee plays a role in customer experience. Regardless of their position, from the front desk to the C-suite, each employee contributes to customer perception and the company's success. 

• Prioritizing employee satisfaction and fulfillment is essential for business success. Just as companies strive to fulfill their customers' needs, they must also address the needs of their employees. Companies can boost productivity and morale by providing a work environment that supports employees' growth and fulfillment. 

• Executive sponsorship is crucial for a successful investment in customer experience. Leaders must empower and support training and customer-centric initiatives. By providing the necessary resources and guidance, executives can drive the company's commitment to delivering exceptional customer experiences. 

• Plus, Shep and John discuss what "hire's remorse" is and how to avoid it. Tune in! 

Quote:  

"The two biggest mistakes companies make in staffing are hiring just anyone to replace turnover and looking the other way on poor performers."  

About:    

John DiJulius III is the founder and chief revolution officer of The DiJulius Group and the best-selling author of six books, including his latest, The Employee Experience Revolution: Increase Morale, Retain Your Workforce, and Drive Business Growth. 

Shep Hyken a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.

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Shep Hyken interviews Mikhail Naumov,founder and CEO of Paylode Inc. He discusses how businesses can enhance their customers' experiences by proactively addressing their secondary and tertiary needs, going beyond just selling their core products or services. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. What role do perks and incentives play in driving customer behavior? 
2. How can businesses elevate customer experience and create additional value for their customers beyond their core products and services? 
3. What challenges do businesses encounter when trying to provide complementary products and services to their customers? 
4. How can businesses use special offers and benefits to motivate and reward their customers? 
5. How do businesses in the B2C and B2B worlds differ in their approaches to offering additional value to their customers? 

Top Takeaways:   

• Proactively anticipate and address customers' needs beyond your core product or service. Customers often face secondary and tertiary problems after making a purchase. Meeting them where they are and helping them solve these additional problems thoughtfully can create strong loyalty, engagement, and gratitude that can earn you customers for life. 

• By offering customers something outside of, but related to, your typical value proposition, you uplift their experience. This approach can set you apart from your competition and make your business stand out. 

• Every interaction with a customer is a chance to provide value. Businesses can take advantage of these opportunities by offering complimentary perks or rewards to engage, motivate, and reward customers for specific desirable actions.  

• When businesses want customers to take certain actions that benefit the business, they should consider what's in it for the customer. Rewarding customers for desired actions can be a cost-effective strategy (and sometimes free) that provides value to the customer and the business. 

• Building and implementing a framework for offering complimentary perks and engagement programs doesn't have to be overwhelming. With the right platform, businesses can streamline the process and launch loyalty programs efficiently, creating a seamless experience for both the business and the customer. 

• Plus, Shep and Mikhail discuss how companies in the B2B and B2C industries can best utilize customer perks and rewards. Tune in! 

Quote:  

" Your job may begin and ends with the sale, but customers often have secondary and tertiary needs that you may want to  proactively address."   

About:   

Mikhail is the Founder & CEO of Paylode Inc and has been recognized by Forbes Magazine in the "Forbes 30 Under 30" list. He is the best-selling author of AI is My Friend: A Practical Guide for Contact Centers.  

Shep Hyken a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. 

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Shep Hyken interviews Brian Higgins, Chief Customer Experience Officer of Verizon Consumer Group. He talks about how every interaction can shape brand perception and how to use AI to enhance customer and employee experience. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. Will AI replace human employees? 
2. How can AI and human employees work together to enhance customer service? 
3. Why should companies prioritize customer experience? 
4. What is the role of AI in improving the interaction between employees and customers? 
5. In what ways can AI personalization impact customer loyalty and retention? 

Top Takeaways:   

• The customer experience is essential for any business. It plays a role in attracting and keeping customers. It affects how customers perceive the brand, its products, and pricing. An exceptional experience keeps customers coming back and builds brand love.  

• Technology is transforming customer experience. Companies use AI to provide employees with real-time information, helping them better assist customers and enhance the overall experience. 

• Instead of replacing jobs, AI empowers employees by working alongside them. This allows them to focus on interpreting and sharing information with the customer in a way that best suits their needs, whether empathetic, energetic, enthusiastic, detailed, or simplified.  

• Digital interactions are crucial for enhancing the customer experience, but they must be organic. Brands need to ensure that their customers want to interact with them digitally, and when they do, it needs to be seamless.  

• The employee experience is closely linked to the customer experience. If the employees are unhappy and don't feel they have the right policies and tools, your customers will not have a good experience. 

• AI can simplify complex business interactions and lead to a more customer-centric experience. By using predictive and generative AI, businesses can anticipate what customers need, offer relevant deals, and make complex information easier for employees to understand and relay to customers. 

• Brands must prioritize creating a positive impact in every interaction, keeping in mind that it may be the customer's only interaction with you in a long time. The role of every employee is to prioritize each interaction as a key moment, recognizing that it can significantly impact the brand and Net Promoter Score. By focusing on delivering amazing experiences every time, employees can play an essential role in building brand love and long-term customer relationships. 

• Plus, Shep and Brian discuss how Verizon continuously monitors and mitigates pain points at every stage of the customer journey. Tune in! 

Quote:  

"Empowering your employees to quickly and correctly address any breakdown in the customer experience is crucial. Ensure you provide them with the tools to engage with customers effectively." 

About:   

Brian Higgins is Verizon Consumer Group's Chief Customer Experience Officer. He ensures that Verizon employees have the right tools, capabilities, and resources to excel at delivering amazing customer experiences.  

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. 

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Shep Hyken interviews Joseph Michelli, keynote speaker, organizational consultant, and bestselling author. He discusses the principles and strategies in his latest book, Customer Magic – The Macquarie Way, including reimagining customer experience, empowering employees, and transforming businesses. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. How can companies effectively challenge the status quo to drive innovation in customer service? 
2. What is the "challenger mindset"? 
3. How can storytelling culture contribute to a company's success in customer service and experience? 
4. What drives improvement and innovation in business? 
5. Why is it essential for companies to create products tailored to their customers rather than finding customers for their products? 

Top Takeaways:   

• An insatiable curiosity and a commitment to innovation enable leaders to constantly seek new ideas and solutions that create value for their employees and customers. This is how leaders remain relevant and impactful as their business  grows.   

• Creating a storytelling culture within the organization is an amazing tool for engaging customers and employees. It builds a culture that resonates with its audience and strengthens emotional connections. 

• Adopting the challenger mindset or zigging while others are zagging doesn’t always mean contradicting every idea. It means questioning the status quo and driving continual improvement. Leaders must promote an environment where employees are encouraged to challenge prevailing norms and seek opportunities to do things differently. This can lead to unique solutions and fresh approaches that set a business apart. 

• Shift from finding customers for your products to finding products for your customers. This customer-centric approach focuses on understanding and addressing the needs of your customers. 

• When hiring, prioritize individuals who embody a customer service-focused mindset. Seeking out employees who not only have the necessary technical skills but also demonstrate genuine care and approachability toward customers can significantly transform your business. 

• Plus, Joseph Michelli shares how the inspiration for his book, David and Aidan Tudehope of Macquarie Technology, has achieved great success by challenging the status quo of their industry. Tune in! 

Quote:  

"It's not about the product. The product is a vector to create an impact on the lives of humans. The magic is in how we create an experience in the lives of our customers." 

About:   

Joseph Michelli, Ph.D., C.S.P., is an international keynote speaker and organizational consultant. He is a Wall Street Journal, USA Today, Publishers Weekly, Nielson BookScan, and New York Times #1 bestselling author. His latest book, Customer Magic – The Macquarie Way: How to Reimagine Customer Experience to Transform Your Business, is available now on Amazon. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   

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Shep Hyken interviews Joseph Walsh, Vice President of Product Marketing for GoTo. He shares the Four Phases of the Contact Center and the significance of placing customer experience at the heart of your company's operations. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. What are the four phases of a customer service center's life cycle? 
2. Why is it important to understand customer demands in the context of social media and other communication channels? 
3. Why is it essential for companies to balance their technology, people, and processes? 
4. How can organizations evaluate and improve customer service to increase revenue and better serve customers? 
5. What potential risk do organizations face when they fail to focus on improving customer experience? 

Top Takeaways:   

• Managers and CX leaders must listen to what's happening on the frontline and how customers interact with agents on the phone, chat, or AI. Find out where your frontline is excelling and what its shortcomings are. Analyze conversations, not just to grade but to determine if you are doing what is best for your customers. 

• Joseph shares the Four Phases of the Contact Center. 

• Phase 1 is all about customer-initiated conversations. Agents field multiple calls and answer queries following a script. The tech is often very limited to the standard phone system. There is little room for creativity, and it is all about compliance. 

• Phase 2 is about collaboration. Beyond the phone system, more technology and communication channels are introduced into the conversation. The CRM platform is integrated, so agents, subject matter experts, and everyone in the company are on the same page and can work together on the customer journey, products, and pain points.  

• Phase 3 is about entering the digital experience and growth. Customers and agents are using a full array of communication channels, such as web chat, social media, email, and more, that work seamlessly together. 

• Phase 4 is about automation, AI, self-service, and sustained growth. Customers are empowered to find answers and solve problems on their own through online portals and interactive web chats. Companies are finding ways to reduce repetitive tasks for agents and deliver faster answers to customers, resulting in a better experience for both. 

• Customers now turn to social media to seek help or voice their frustrations. If your company is on social media, embrace the entire medium, the people who use it, and their expectations. 

• Customer service is about more than fixing issues. It's about enhancing the overall customer experience. Businesses can continuously evaluate and improve their customer service strategies, increase revenue, and build stronger customer relationships.  

• Plus, Shep and Joseph discuss the top channels for customer communication. Tune in! 

Quote:  

"To answer customer needs, you need the entire company working together. It's about ensuring an organization can answer all customer queries and answer them the best they can." 

About:   

Joseph Walsh is the Vice President of Product Marketing for GoTo. He helps organizations improve customer and employee experience and grow revenue by embracing digital technology. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.

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Shep Hyken interviews Chief Master Sergeant Brian P. Kruzelnick, a.k.a. Chief BK, Command Senior Enlisted Leader for U.S. Transportation Command. He discusses integrating crisis management and training into everyday business practices and organizational culture. 

NOTE: This episode of Amazing Business Radio is a departure from the emphasis on customer service and CX. He shared how he and his team managed major crises, such as 2021 evacuation in Afghanistan and  humanitarian aid in countries that need it. While his “customers” are different than most of the people listening to this show, the lessons are powerful in any situation, big or small, including customer complaints and issues.     

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. How can effective crisis management contribute to a company's success and customer experience? 
2. How can leaders effectively prepare for and navigate crises in their organizations? 
3. What lessons can leaders learn from military training to enhance their organization's readiness for challenging times? 
4. How can leaders effectively build trust within their organizations? 
5. What role do empathy and humanity play in customer service and crisis management? 

Top Takeaways:   

• In times of crisis, leaders must be prepared to respond effectively and execute plans thoughtfully. Just as the military trains for the worst moments, an organization can thrive even in chaotic situations by being well-prepared and having capable team members who understand their equipment and protocols.  

• After an organization successfully handles a crisis or a "down day," the next step is thinking long-term and figuring out how to bake the solution into the culture. If you are making changes, make sure your employees understand where they fit in, how it affects them, and how they can contribute in a positive way. 

• Consistent training contributes to an organization's culture of excellence. Like a well-maintained car, a highly skilled team delivers amazing customer service and effectively navigates every crisis. 

• Onboarding sets the tone. Effective onboarding sets the norms and expectations within an organization. New employees must clearly understand their roles and align with the company's mission and values. 

• Empowerment is when employees do not have a boss or someone with a higher position than them peering over their shoulders, they can still make confident decisions because they understand the organization's culture and their leaders' intent. 

• Plus, Chief BK shares amazing crisis stories from the military that companies and customer support teams can learn from. Tune in! 

Quote:  

"Crisis either fractures or forges a leader. An organization can see how to go forward post-crisis by how the leader handled the situation during the crisis." 

About:   

Chief Master Sergeant Brian P. Kruzelnick, a.k.a. Chief BK, is the Command Senior Enlisted Leader for the U.S. Transportation Command. He is a military leader with over 30 years of experience in crisis management and disaster relief. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.

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Shep Hyken interviews Alan Masarek, President and Chief Executive Officer at Avaya. He talks about leveraging AI to improve customer experience, enhance employee productivity, and create better business outcomes. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. How is customer experience being transformed using AI? 
2. What are the evolving communication channels and customer support preferences in today's digital landscape? 
3. What impact does AI have on job roles in the customer service industry? 
4. How can businesses use AI to allow human agents to focus on more complex and empathetic customer interactions? 
5. What role does AI play in balancing human and AI-driven customer support? 

Top Takeaways:   

• The customer experience market is expected to be worth almost 50 billion by the end of this decade. In the Internet economy, companies are struggling to differentiate themselves the old-fashioned way through price and availability. Now, you can compare products and pricing from companies worldwide. How can a brand differentiate themselves from its competition? The quality of the experience they provide.  

• Businesses thrive when they prioritize creating a positive customer experience. A company's success is directly tied to its ability to make customers feel valued.   

• Leaders must recognize the need to invest in AI not merely as a trendy innovation but as a crucial tool for enhancing customer relationships, improving employee productivity, and boosting engagement. 

• The impact of AI on customer service has generated concerns about potential job displacement. When the ATM was introduced, people said it would make human bank tellers obsolete. However, most banks still have tellers today. AI is not set to eliminate jobs but rather transform them. AI in customer service aims to automate routine tasks, empowering human agents to dedicate their attention to more complex and empathetic interactions. 

• The future of customer support includes a blend of human and AI-driven solutions. While many customers still prefer phone support, a significant number are leaning towards digital and self-service options. Brands must leverage AI to meet customers' preferences and enhance their experience without losing the ever important human touch that creates an emotional connection with customers. 

• Plus, Shep and Alan talk about how companies can embrace innovation without disruption. Tune in! 

Quote:  

“A pleasant employee experience delivers a pleasant customer experience. The marriage of the two drives a better business outcome. AI solutions are important for optimizing the employee experience, which in turn drives the employee experience.” 

About:    

Alan Masarek is the President and Chief Executive Officer at Avaya. He has over 30 years of experience in software and cloud-based businesses, technology innovation, enterprise communications, and the cultivation of a dynamic, talent-driven organizational culture. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   

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Shep Hyken interviews Richard Weylman, hall of fame inducted keynote speaker and bestselling author. He talks about his latest book, 100 Proven Ways to Acquire and Keep Clients for Life, and how an elevated customer experience helps brands stand out amidst the competition. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. How can companies create elevated experiences at every touch point for their customers? 
2. How does the concept of "lifetime value" impact customer-focused decision-making? 
3. What's the significance of emotional engagement in driving customer loyalty and revenue? 
4. How can small, personalized gestures impact the customer experience? 
5. How does cultivating relationships with customers contribute to long-term profitability? 

Top Takeaways:   

• There are four things that customers are looking for. They are looking for brands that are thoughtful, kind, caring, and empathetic. 

• Understand your customers' lifetime value (LTV). By recognizing a customer's potential long-term value, businesses can make better customer-focused decisions that are less about the amount they spend on any single purchase and more about nurturing relationships, ensuring positive experiences, and understanding their needs.  

• Small gestures and careful word choices matter. Businesses can make customers feel valued and respected by paying attention to details, like calling customers by their preferred names and avoiding generic follow-up messages. Even a simple gesture can leave a lasting positive impression, potentially leading to future business opportunities. 

• Building relationships with customers helps businesses stand out in a crowded market. Creating emotional connections and nurturing long-term relationships drive revenue by de-commoditizing your products and strengthening customer loyalty. 

• Plus, Richard shares how a thank-you note after a rejection earned him a future opportunity. Tune in! 

 Quote:  

"What happens when you elevate the experience by focusing on kindness, thoughtfulness, caring, and empathy? What happens is you elevate the experience and create emotional engagement." 

About:    

Richard Weylman is a keynote speaker, customer experience expert, and the author of two international bestsellers, including The Power of Why: Breaking Out in a Competitive Marketplace. His latest book, 100 Proven Ways to Acquire and Keep Clients for Life, is now available on Amazon. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   

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Shep Hyken interviews Simon T. Bailey, world's leading expert in brilliance and author of Resilience@Work: How to Coach Yourself Into a Thriving Future. In addition to a review of his SPARK concept from his last interview on Amazing Business Radio, he talks about the importance of resilience in the workplace and the journey from being resilient to achieving brilliance. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. How can practicing resilience impact customer service and experience in the workplace? 
2. What are the principles of the SPARK model, and how can they be applied to enhance customer loyalty? 
3. How can companies transform a transactional customer interaction into a lasting connection? 
4. What are some effective strategies for leaders to create an exceptional customer experience through their employees? 
5. How can a company build an emotional connection with its customers in a crowded market? 

Top Takeaways:   

• Simon gives us a quick review of the SPARK customer service framework that ignites passion, cultivates devotion, and breeds unwavering customer loyalty. 

• See them as guests. 
• Personalize the experience. 
• Anticipate their needs. 
• Respond immediately. 
• Keep them loyal. 

• The SPARK framework works as effectively on your employees as it does on your customers. Leaders create the experience for employees, and employees create the experience for customers.  

• Resilience is important in both personal and professional life. It's about bouncing back and being flexible in the face of challenges. Instead of spiraling down, ask yourself, “What went well that can help you spiral up instead of spiraling down?” 

• Recognizing and acknowledging your employees' efforts can encourage them to repeat positive behaviors. One minute spent on recognition can inspire 100 minutes of initiative.  

• Leaders and managers play a critical role in building resilience within their teams. By reinforcing positive behaviors and recognizing their efforts, leaders can inspire and empower employees to embrace resilience and work towards brilliance. 

• Plus, Shep and Simon discuss the four characters in business: Hurry, Worry, Ready, and Steady. Tune in! 

Quote:  

"Those who get the customer experience right make it common practice. It's a part of their culture. They embed it into the heads, hearts, and hands of everyone who connects with their customers." 

About:   

Simon T. Bailey is the world's leading expert in Brilliance. He has worked with leading organizations worldwide, including Disney, American Express, Deloitte, Marriott, Visa, Stanford Health Care, and Taco Bell.

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.

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Shep Hyken interviews Elizabeth Tobey, Head of Marketing for Digital and AI at NICE. She talks about testing, implementing, and embracing AI to increase customer and employee satisfaction.  

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. How does AI impact customer experience and satisfaction? 
2. What are the key considerations for businesses when testing and implementing AI in customer service? 
3. What role does knowledge management play in shaping the quality of AI responses in customer service? 
4. How can AI help in providing a personalized customer? 
5. What are the challenges and benefits of implementing AI in business? 

Top Takeaways:   

• Artificial intelligence (AI) is changing  how businesses interact with customers. It can streamline processes to improve customer experiences and empower employees. The key is to find the right AI partner who understands a company's specific needs and can provide solutions that work seamlessly without making the process more complicated and less convenient for customers and employees. 

• Implementing AI into business practices doesn't have to be a long and challenging process. Companies should seek vendors who can move quickly to provide solutions that improve efficiency and customer satisfaction. It's important to test AI thoroughly to ensure it positively impacts the customers, employees, and the company. 

• Some companies make the mistake of creating a solution that's great for the customer but adds three more steps to the agent, creating a more complex process, frustration, and burnout. 

• Companies need to set clear goals and success metrics before implementing new technology. Establish the outcomes and KPIs you want to see for your customers and employees. Don't put together a solution, be it AI, self-service, or any other type of technology, without an end in mind. 

• The budget and cost of AI solutions have evolved over the years, making them more accessible to a wider range of businesses. The focus is now on the proof of value that AI can bring, such as reducing cognitive overload for employees and enhancing service efficiency. 

• Plus, Shep and Elizabeth discuss the gap between digital customer support and what companies provide. Tune in! 

Quote:  

"AI management is actually knowledge management. Your AI is only as good as the data and knowledge that you feed it. If you put garbage in, you might get garbage out." 

About:   

Elizabeth Tobey is the Head of Marketing for NICE's Digital Solutions group. She has held leadership roles in marketing, communications, community management, and customer experience across video game, social media, and cloud platform technology firms operating in both B2B and B2C. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. 

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Shep Hyken interviews Katie Mares, brand experience expert and best-selling author of CustomHER Experience. She talks about the 5 steps to creating a 5-star customer experience and the importance of genuine human connection to win over customers. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. What five steps are crucial for creating a five-star customer service experience? 
2. How can language and tone significantly impact customer service interactions? 
3. What are the potential drawbacks of companies relying solely on AI and technology for customer interactions? 
4. How does the human touch impact customer experiences in an increasingly tech-driven world? 
5. How does service recovery contribute to building customer loyalty and trust? 

Top Takeaways:   

• Katie has shared the five steps to a five-star service on her previous episode on Amazing Business Radio. We are bringing it back as a reminder, plus more insights, examples, and actionable tips! 

#1 What you say and how you say it matters. Focus on the language and tone you use to communicate with your customers. 

#2 Use your customer's name. Break down those walls immediately to create that instant connection. 

#3 Be genuine. Customers want to know that you care, not just that you have to care. 

#4 Anticipate their needs and deliver that plus one. Customers will give you the information, listen, and use what you know to elevate their experience.

#5 Be a hero. Sometimes, humans drop the ball. Service recovery doesn't just fix the problem, it restores confidence. 

• Women influence $43 trillion of worldwide spending annually. They also refer businesses they like 25% to 35% more than men. They influence 3 to 5 generations of spending. If you provide a good experience, you are not only earning her money and loyalty, but she is referring you to everyone in her orbit.  

• While technology plays an important role in customer service, it should include the essential element of human interaction. Maintaining a balance between technology and human connection is crucial to providing a holistic and satisfying customer experience. 

• Plus, Shep and Katie discuss how a good customer experience can double your revenue in 36 months. Tune in! 

Quote:  

"Often, we forget that our customers are humans who want an experience. Our sales systems and processes make the experience smoother, but they don't make the experience. It is up to us to elevate that experience and create trust that will lead to customer loyalty, increased referrals, and increased revenue." 

About:   

Katie Mares is a brand experience expert, TED talk speaker, and #1 Best Selling Author of CustomHER Experience. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.  

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Shep Hyken interviews Sara Caldwell, VP of Customer Experience at Dovetail. She talks about the importance of everyone in the company being involved in customer research to understand and meet customer needs. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. Why is it essential for companies to understand the specific needs of their customers?  
2. How can unstructured data from customer conversations be transformed into actionable insights?  
3. How can companies use conversational research to gain insights and improve the customer experience? 
4. How can companies effectively leverage customer feedback from call center recordings for improvements? 
5. How do companies use customer feedback to enhance products and services and better serve customers? 

Top Takeaways:   

• Customer success in any business is about making your customers successful so that they can, in turn, be more successful with their clients. It means understanding your customers' core needs and matching them to a solution. The goal is to focus on how often the product or service is used and how it helps the customer succeed in their role and achieve their objectives. 

• Researching customer insights is not limited to a specific role or department. It's something that everyone in a company can do to help improve products and services. This allows various teams in a company to learn more about their users and build their products or services accordingly. 

• Organizations are increasingly recognizing the importance of understanding customer feedback to inform decision-making. By analyzing and understanding customer conversations, companies can gain valuable insights that inform product development, customer support enhancements, and overall business decision-making. 

• Self-service customer support is becoming increasingly important. Many customers prefer to resolve their issues without interacting with a support team. Companies must create a seamless customer experience where customers can find answers to their questions without interacting with a support representative. 

• Transforming complex, unstructured data into actionable insights is key to helping teams build products their customers love. This involves taking conversations with customers and consolidating them into understandable insights. By making customer insights accessible and actionable, organizations can continually leverage this information to enhance their products, services, and support systems.  

• Plus, Sara shares what every customer success manager needs to know. Tune in!  

Quote:  

"If you're confident in your resources and abilities to truly excel in providing a remarkable customer experience, and it fulfills a customer need while setting you apart in the market, then it's worth prioritizing." 

About:   

Sara Caldwell is the VP of Customer Experience at Dovetail. A science school teacher by background, she transitioned into customer service and experience, gaining valuable insights and skills at companies like Asana, Reforge, and Neverware. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   

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Shep Hyken interviews Spencer Burke, SVP of Growth at Braze. He talks about the significance of collaboration within organizations, the impact of multichannel engagement on customer interaction, and the role of AI in enhancing customer experiences. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. How can companies use AI effectively to enhance customer experience? 
2. How can businesses leverage multichannel marketing to increase customer engagement and retention? 
3. Why is it important for marketers to balance personalization with customer privacy concerns? 
4. What are the fundamentals of marketing and customer engagement that businesses should prioritize? 
5. What role does AI play in unleashing creativity and improving customer experience? 

Top Takeaways:   

• Effectively connecting with customers is a crucial aspect of marketing and customer service. Understand where your customers are and what tools and data are available to create personalized experiences. The goal is to provide value to the customers and meet their expectations while respecting their privacy and preferences. 

• Keep focusing on the fundamentals when it comes to customer engagement. Just like in sports, where great athletes consistently work on the basics, we should do the same. Our fundamentals include understanding our customers, communicating with our customers, and serving our customers.   

• It's essential to be where the customers are and experiment with different channels to understand their preferences and effectively engage with them. Using multiple channels, such as email, SMS, push notifications, and other emerging platforms, can improve customer relationships and increase retention and conversion rates.  

• One of the top trends that The 2024 Global Customer Engagement has discovered is that creativity and strategy work together with AI. Artificial Intelligence and technology can help automate processes, allowing marketers and customer support agents more time to focus on creativity and strategy. This can include automating repetitive tasks, enhancing analysis, and predicting customer segments. You can access The 2024 Global Customer Engagement for free. 

• Companies should aim to find the right balance between personalization and avoiding the "creepiness factor" by understanding and meeting customer expectations. Customers expect brands to provide value by understanding their preferences and needs. Companies need to use data to create personalized experiences while respecting customer privacy. 

• Plus, Shep and Spencer discuss what successful brands are doing to engage with their customers. Tune in! 

Quote:  

"Marketing is about connecting brands and consumers. There are a lot of touch points in the customer journey that involve customer care and customer support that are done through traditional marketing channels." 

About:   

Spencer Burke is the Senior Vice President of Growth at Braze, a customer engagement platform that offers messaging solutions spanning push notifications, email, in-app messaging, and other channels. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.

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Shep Hyken interviews Joe Tyrrell, CEO of Medallia, a global leader in customer and employee experience technology. He talks about the significant role of AI and technology in creating personalized and seamless customer experiences. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. How can technology aid in creating personalized customer experiences for businesses? 
2. How does personalization impact purchasing decisions? 
3. What role does data play in predicting and understanding customer preferences? 
4. What are some ethical considerations when using AI and technology for customer interactions? 
5. How can companies utilize technology and automation to assist and support their customer service representatives instead of replacing them? 

Top Takeaways:   

• Personalized experiences are essential for businesses to attract and retain customers. By understanding customer behavior and preferences and using technology to track interactions, companies can anticipate their needs and provide a seamless and tailored experience.  

• Businesses can harness various data sources, including feedback from surveys, social media, and customer history, to better understand and anticipate consumer needs. By aggregating and interpreting this data, companies can gain valuable insights to personalize the customer experience and improve service. 

• The goal of technology in customer service is not to replace human interaction but to assist and empower employees. Businesses can offer more personalized, timely, and effective service by supporting employees with technologies that help prioritize essential tasks and understand customer needs. 

• To deliver personalized experiences, companies should focus on using technological capabilities while maintaining empathy and a human touch. It’s a “balancing act.”  

• Personalized experiences can significantly impact customer purchasing decisions. Companies can influence consumer buying decisions by offering tailored experiences based on the customer's preferences and history with the brand. 

• Plus, Shep and Joe answer the question: Is it possible to completely eliminate average hold times and average wait times? Tune in! 

Quote:  

"We have to think about how we  will use AI responsibly and ethically and not introduce unintended consequences or bias." 

About:   

Joe Tyrrell is the CEO of Medallia. Before Medallia, he served as president of ICE Mortgage Technology. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   

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1. How can businesses create experiences that get repeat business and nurture brand loyalty? 
2. How can businesses think outside the box to create fan-like loyalty among their customer base? 
3. What lessons can companies learn from the legendary rock band, Van Halen, in creating loyal customer followings? 
4. What can traditional businesses learn from innovative customer-centric strategies employed by the entertainment industry? 
5. Why should organizations prioritize creating special and unforgettable experiences for their customers? 

Top Takeaways:   

• Developing an authentic and meaningful bond with customers can lead to repeat customers and long-lasting brand loyalty. Brands must create memorable and emotionally resonant experiences for their customers. Capturing the essence of live and interactive rock star performances like Van Halen and Ringo Starr & His All-Starr Band, who embody the art of connecting with their audience, can inspire businesses to cultivate the same kind of loyalty and enthusiasm from their own customers.  

• Addressing issues promptly and effectively before they escalate is crucial to maintaining a positive customer experience. Whether it's dealing with flight issues or helping customers directly, it’s important to find and fix problems quickly.  By doing so, businesses can prevent potential dissatisfaction and reinforce their commitment to providing exceptional service. 

• Building and maintaining brand loyalty requires businesses to go beyond providing products and services. By emulating the strategies of successful performers who have cultivated a close relationship with their wide fanbase, businesses can cultivate devoted fans who are deeply connected to their brand.  

• Making customers feel special and valued is a fundamental aspect of amazing customer service. Customers want to feel that you are watching out for them. Recognition and personalized attention can leave a lasting emotional impact and a strong sense of connection. Businesses that prioritize personalized attention to their customers can establish a bond that goes beyond simple transactions, creating a loyal and committed customer base. 

• Plus, Shep and Jim share the customer experience moments that changed their lives. Tune in! 

Quote:  

"When you are in the service business, whether on the front lines or in the back office, you have to think like a rock band. You are trying to create loyal fans."  

About:   

Jim Serger served four years in the U.S. Navy and is a full-time author who has written seven books, including 9:11 A Time To Always Remember and Jump: 40th Anniversary of Attending the "1984" Van Halen Concert. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   

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Happy Employees, Satisfied Customers, and Supportive Communities  

Shep Hyken interviews Chad Jensen, president of TCC and Wireless Zone, subsidiaries of Round Room. He talks about creating a culture of good within the company and how it impacts the employees, customers, and the community.

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. How can a company create a positive employee experience during challenging times? 
2. What strategies can a company use to give back to its local communities? 
3. How can businesses foster strong connections between their employees and the communities they serve? 
4. What is the significance of receiving high customer satisfaction ratings for a business, and how can this impact long-term success? 
5. How can a company create a culture that values giving back and community involvement?  

Top Takeaways:   

• Creating a good corporate culture includes “having your employees’ backs.” During challenging periods, companies must prioritize the safety and well-being of their employees. Financial support, flexibility, and emotional assistance can result in high employee satisfaction and retention, ultimately benefiting the company's performance. 

• The right culture inside the organization has a direct impact on the customer experience. Creating an exceptional customer experience is essential for businesses. When employees are treated well, it often translates into happy customers, leading to positive ratings and customer satisfaction that rival even the most renowned brands. 

• Giving back (charity, community involvement, causes, etc.) positively impacts the culture. Active participation in local events and donations to local organizations can foster strong connections between companies and their communities. Giving back and engaging directly with local areas can create a positive impact. 

• The impact of philanthropy and community involvement goes beyond writing a check. By empowering employees to support local causes and giving back to the community through various initiatives, a company can make a meaningful impact on the lives of those it serves and differentiate itself from competitors. It fosters a good brand image and resonates well with customers, influencing their decision to support the business. 

• Integrating good deeds into daily business practices can inspire a sense of purpose and fulfillment for employees and customers. By creating a positive impact on individuals and communities through support and involvement, the company establishes itself as a force for good and a trusted partner in the community. 

• Plus, Chad shares the causes and initiatives that his company and employees participate in, such as addressing domestic violence and helping school children in their community. Tune in! 

Quote:  

"Take care of your employees first, and then take care of your customers. Every decision should  be made through the lens of showing them that we have their back." 

About:   

Chad Jensen is the president of Round Room, TCC, and Wireless Zone. Before his current position, Chad held roles of increasing accountability, including running finance, supply chain, IT, and HR. He is a dedicated leader who prioritized the well-being of his employees and customers during the global pandemic. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio. 

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Shep Hyken interviews John Rossman, executive coach, advisor, and keynote speaker on leadership, innovation, and transformation. He talks about leading big bets and driving successful organizational transformations – which is especially important when leading a customer service or CX initiative. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. What is a “big bet” in business? 
2. How does the future press release technique communicate the vision of a transformation to employees and stakeholders? 
3. What is the chief repeating officer, and how do they contribute to improving customer experience? 
4. What causes organizational transformations to fail? 
5. What role does gaining true senior executive alignment play in the success of transformative initiatives? 

Top Takeaways:   

• A big bet is any concept, approach, project, or strategy with a high potential for impacting our customers and business. 

• Effective leaders communicate their vision clearly. They use techniques including  writing memos, defining the desired outcome, and creating future press releases to make the vision concrete and understandable. This approach rallies everyone in the organization around a common goal and gives them a clear understanding of their roles in achieving it. 

• Smart communication methods can inspire and mobilize employees. Mission and vision statements should be clear, simple, and focused on the desired outcomes. By consistently repeating the organization's mission and vision, leaders create a unified and empowered workforce. 

• Obtaining genuine alignment among senior leaders is critical to the success of transformative initiatives. Ensuring that leaders truly understand the mission, outcomes, and implications of the transformation helps to overcome organizational silos and fosters collaboration. 

• Leading organizational transformations demands an understanding of potential resistance points. Acknowledging challenges and being empathetic towards potential pushback from teams can help in creating a smoother transition.  

• Plus, John shares transformation strategies that successful leaders and organizations implement from his new book, Big Bet Leadership. Tune in! 

Quote:  

"The best transformations you can undertake are those that impact your customers directly. It’s all about understanding the problem and outcomes your customers are trying to achieve." 

About:   

John Rossman is the author of four books on leadership, business, and customer experience, including the bestseller The Amazon Way. His latest book, Big Bet Leadership: Your Transformation Playbook for Winning in the Hyper-Digital Era, is available today. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   

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Shep Hyken interviews John Boccuzzi Jr., president of ISG Research and author of The Art of Seducing Your Customers. He talks about how companies can ensure satisfaction and long-term growth by removing friction and continuously improving the customer and employee experience. 

Top Takeaways:   

• If friction in business processes cannot immediately be fully eliminated, the goal is to minimize it over time. Companies should continually seek to identify and eliminate friction points within their operations to improve employee and customer experiences. 

• A positive employee experience contributes to positive customer experiences. If the employees are not having a great experience at work, it will reflect in the level of service they provide to customers. Investing in creating positive employee experiences directly influences the quality of service provided to the customers. A happy and satisfied workforce leads to a better customer service experience. 

• Businesses must design customer experiences that not only retain existing clients but also attract new customers. Creating a balance between customer retention and acquisition is essential for sustained growth and success. 

• Executives and company leaders should immerse themselves in their company's customer and employee experiences to gain valuable insights. Be a customer of your own business. Take time to experience firsthand the challenges and opportunities your customers and employees face daily within the business. 

• Companies must consider the balance between cost optimization and delivering exceptional experiences. Prioritizing customer and employee experiences over cost savings can lead to long-term success and sustainable growth. 

• Plus, Shep and John discuss the S.E.D.U.C.E. framework and how it can be applied to businesses of all sizes. Tune in! 

Quote:  

"Connect intentions with expectations. Businesses need to ensure that what they aim to deliver matches what the customers and employees experience to ensure consistency in the service." 

About:   

John Boccuzzi, Jr. is President of ISG Research. Before ISG, John was at Edible Arrangements and, before that, CEO of Kenosia, a data and analytics software company that was ranked #1 for customer experience four years in a row by Consumer Goods Magazine. His TEDx talk “I was Seduced by Exceptional Customer Service” was ranked the most popular video to learn Customer Experience lessons from by Omoto in 2018. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.

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Shep Hyken interviews Venk Korla, President and CEO of HGS Digital. He talks about the integration of AI technology in customer support to create personalized, empathetic experiences.  

This episode of Amazing Business Radio with Shep  Hyken answers the following questions and more:  

1. How is artificial intelligence used to improve customer interactions in contact centers?
2. What are the challenges in finding the right balance between technology and human support in customer experiences?
3. What frustrations do customers face when dealing with customer service, and how can AI address them?
4. How can AI be used to personalize and contextualize customer experiences in contact centers?
5. What tools can be provided to improve employee satisfaction and performance in customer service?



Top Takeaways:    

·Balancing technology and human support is essential, as both play a role in customer satisfaction. When creating a positive customer experience, understanding the value of personalization and empathy is crucial. Companies can build strong connections and foster loyalty by tailoring interactions to individual customers and showing genuine care and understanding.

·Companies can now use  AI to transcribe and analyze customer service calls to gain valuable insights into customer interactions and enhance the quality of support that they provide. AI technology has the potential to make customer interactions more transparent and inclusive for both customers and support agents.

 ·Investing in employee satisfaction and providing the right tools for job performance is essential for creating a positive customer experience. Employees who feel supported and equipped to handle their roles effectively are better positioned to deliver exceptional service.

·When offering self-service options, provide clear, frustration-free instructions to empower customers to resolve their own issues. Venk brought up a concept known as the Ikea Effect. Similar to the enjoyment and fulfilling experience Ikea customers have assembling furniture on their own, customers become fulfilled and even elated when they solve problems without having to call customer support. 

·While AI and technology can streamline interactions and provide insights, the human touch, empathy, and personalized support remain essential in creating

meaningful customer connections. Integrating technology with human support can enhance the overall customer experience.

·Plus, Shep and Venk discuss findings from the CX Buyers' Insights Report, revealing what CX decision-makers will invest in and focus on for 2024 and beyond. Tune in!

Quote:  "Omnichannel traditionally means that a brand can serve its customers in different channels. Today, the goal is to have continuity of service because customers go from channel to channel interacting with the brand."

About: Venk Korla is the President and CEO of HGS Digital. He has helped Global 1000 companies, healthcare institutions, universities, and non-profit organizations create digital strategies and solutions.

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.  

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Shep Hyken interviews Zsuzsa Kecsmar, co-founder and Chief Strategy Officer of Antavo. She talks about how brands can reimagine their loyalty programs beyond points and monetary rewards to make them more engaging and designed to fit the needs of their customers. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. What are the latest trends in loyalty programs? 
2. How has the traditional concept of loyalty program evolved? 
3. How do loyalty programs impact a customer's purchasing decision? 
4. How can companies effectively track and utilize customer data to drive loyalty? 
5. What role do customer experiences and rewards play in loyalty programs? 

Top Takeaways:   

• Loyalty programs are much more than earning points and rewards. True loyalty involves providing unique experiences and benefits to customers. A successful loyalty program aims to delight customers by offering special privileges, exclusive access, and personalized rewards that go beyond mere financial incentives. 

• Companies can use technology to identify and track customer behaviors, preferences, and interactions. This data can help them create personalized experiences and tailor loyalty programs to suit the needs of their customers, enhancing satisfaction and retention. 

• Customers are more likely to return to a brand that offers a loyalty program. In a competitive market, a well-designed loyalty program can play a significant role in influencing purchase decisions, as it adds value to the overall customer experience. Incentives such as points, perks, and exclusive rewards not only create a sense of belonging but also inspire customers to make more purchases and choose a brand over others, even if it means paying a slightly higher price. 

• Sustainability can be integrated into loyalty programs, offering customers an additional reason to engage with a brand. For example, athletic brands can reward customers for moving more and working out, or fashion companies can accept used clothing donations for store discounts 

• Loyalty programs are expanding to include a broader range of benefits beyond financial rewards. This includes offering experiential rewards, early access to sales, and other creative incentives that enrich the customer experience and deepen customer loyalty. 

• Plus, Shep and Zsuzsa share how companies like Peloton, Ripcurl, and Duolingo provide perks beyond the traditional monetary rewards. Tune in! 

Quote:  

"Loyalty programs used to be ‘earn and burn’ in the past 100 years. You spend a dollar and earn a point. But today's loyalty programs can do much more with experiential rewards, early access, and rewarding other activities outside of purchasing." 

About:   

Zsuzsa Kecsmar is the Co-founder and Chief Strategy Officer of Antavo, a no-code, fully customizable enterprise loyalty platform. They have worked with brands like KFC, BMW, and Kathmandu to create gamified, experience-based rewards. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.

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Shep Hyken interviews Michael Hinshaw, founder and president of McorpCX and author of Smart Customers, Stupid Companies about his new book, Experience Rules! He talks about the importance of giving employees the tools, confidence, and commitment to shift to a customer-centric culture. 

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

1. What are the challenges in creating a more customer-centric culture? 
2. How can leaders support employees in executing customer-centric initiatives? 
3. What is the key to successfully transforming work culture to better serve customers? 
4. Why must employees in all roles understand how their actions impact the customer experience, regardless of direct customer contact? 
5. Why must organizations facilitate conversations geared towards improving the customer experience across various departments? 

Top Takeaways:   

• Customer satisfaction should be a company-wide goal, not just the responsibility of one department. All employees, from the warehouse staff to the legal department to leadership, have a role in delivering a positive customer experience. Everyone must understand their impact on the customer journey and be aligned with the company's mission and values to ensure consistent results. 

• Break down silos and encourage collaboration to deliver amazing customer experiences. By allowing different departments to work together, companies can address issues and improve processes more effectively, ultimately improving customer experience. 

• Every job is connected to the customer experience, and employees should be aware of how their performance affects the customer's perception of the company. 

• Customer-centricity should not be just a poster on the wall but integrated into every aspect of the company's operations. It requires alignment with the company's values, lived out by every employee, and endorsed by strong leadership that ensures a commitment to customer service excellence. 

• Providing employees with the knowledge, training, and understanding of their role in delivering great customer experiences is critical. It's not enough to expect employees to prioritize the customer without equipping them with the necessary tools and support to execute effectively. 

• Plus, Michael Hinshaw shares insights for his latest book, Experience Rules! Tune in! 

Quote:  

"Organizations need to have a discipline and a rigorous system to help them deliver better experiences consistently and systematically. This change needs to be top down, bottom up, and side to side to allow companies to make this part of their DNA." 

About:   

Michael Hinshaw is the founder and president of customer experience consultancy McorpCX. He's also co-author of the best-selling book, Smart Customers, Stupid Companies, and his latest, Experience Rules!, which he wrote with Diane Magers. 

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   

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