Amazing Business Radio
Amazing Business Radio is hosted by customer service expert and bestselling author Shep Hyken. Each week, he interviews leading business professionals and customer experience experts from around the world. Guests include viral video stars, CEOs, authors, and thought leaders who share insights on customer service and business success. The show covers a wide range of topics aimed at helping listeners improve their customer experience and take their success to the next level.
Episodes
Why Customer-Centric Companies Outlast Competitors Featuring Clifford Hudson
How Customer Experience (CX), Not Technology, Should Drive Business Strategy
Shep interviews Clifford Hudson, the former CEO of Sonic and co-author of Bricks and Clicks: How We Drove Sonic Into the Digital Age. He talks about how business leaders must let customer needs and convenience drive their strategy rather than technology.
This episode of Amazing Business Radio with Shep H
Every Employee Is a Customer Service Employee Featuring Keith Farley
Why Customer Experience Isn’t a Department, It’s a Company-Wide Strategy
Shep interviews Keith Farley, Chief Customer Officer for Aflac, Inc. He talks about delivering
best-in-class customer experience by hiring for empathy, leveraging technology,
and embracing authentic customer service as a strategy.
This episode of Amazing Business Radio with Shep Hyken answers the followi
Customer Transformation: How Emotional Connections Create Lasting Brand Loyalty Featuring Bob Rogers
Creating the Emotional Resonance that Connects Customers and Brands
Shep interviews Bob Rogers, a former Disney employee, founder of BRC Imagination Arts and author of DEEP STORY™. He talks about how businesses can build lasting customer relationships by starting with the heart, using storytelling to create emotional connections, and transforming customers
Designing Employee Engagement and Retention Featuring Jimmy Chebat
How to Improve Performance with Gamification and Feedback
Shep interviews Jimmy Chebat, founder and CEO of ZIZO Technologies. He talks about how employee engagement and retention can be intentionally designed and improved through positive feedback, gamification, and purposeful organizational design.
This episode of Amazing Business Radio with Shep Hyken answers the following questions
How AI Predicts Customer Behavior and Improves Customer Experience Featuring Roger Dooley
How AI and Behavioral Science Are Transforming Customer Experience
Shep interviews Roger Dooley, keynote speaker and author of The Persuasion Engine. He talks about how AI and neuromarketing tools help businesses predict consumer behavior, measure emotional reactions, and avoid costly customer experience mistakes.
This episode of Amazing Business Radio with Shep Hyken answers th
From Disney Frontlines to Leadership: Lessons That Stick Featuring Cheryl Christensen
How Consistent Values Drive Unforgettable Service
Shep interviews Cheryl Christensen, Sr. Vice President of Operations at Gathering Place. She talks about her journey from frontline roles to leadership at Disney and the impact of culture, service, and growth opportunities.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
Aligning Leadership, Employee, and Customer Values Featuring Paul Ingram
How Values Drive Company Culture and Customer Satisfaction
Shep interviews Paul Ingram, Kravis Professor of Business at Columbia Business School and author of What Do You Really Stand For?. He discusses how aligned organizational values create a stronger company culture, improves employee retention, and ultimately enhances the customer experience.
This episode of Amazing Business
Turning Customer Service into a Revenue Generator Featuring Filip Jaskólski
Leveraging AI Efficiency and Human Insight
Shep interviews Filip Jaskólski, Chief Product Officer at Text. He talks about how customer service, empowered by AI and human collaboration, can shift from being a cost center to a revenue generator for businesses.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How can custo
How to Know the True Impact of AI in Customer Service Featuring Jeff Fettes
Balancing Productivity and Customer Satisfaction with Automation
Shep interviews Jeff Fettes, founder and CEO of Laivly. He talks about how organizations can integrate AI across the entire customer service journey to empower agents and advance business goals rather than relying on vanity metrics.
This episode of Amazing Business Radio with Shep Hyken answers the following q
How Your Reputation Becomes Your Brand Identity Featuring Daniel Vivarelli
The Return on Investment of Good Customer Reviews
Shep interviews Daniel Vivarelli, founder of Starloop. He talks about how customer reviews build business reputations and Starloop’s unique model of planting a tree for every review to drive ethical engagement and market leadership.
This episode of Amazing Business Radio with Shep Hyken answers the follow
Creating Meaningful Experiences for the New Generation of Employees Featuring Mark Valentino
Building Employee Engagement for Better Customer Outcomes
Shep interviews Mark Valentino, Head of Business Banking at Citizens Bank. He talks about engaging and retaining the new generation of employees by creating a workplace culture that prioritizes meaning, flexibility, and personal growth. Shep has often written that what happens inside of an organizatio
Using AI to Enhance, Not Replace, Customer Relationships Featuring Natalie Beckerman
Using AI to Enhance, Not Replace, Customer Relationships with Natalie Beckerman
Balancing AI Efficiency and Humanity in Customer Service
Shep interviews Natalie Beckerman, Chief Business Officer at iQor Inc. and author of When Did You Stop Caring? She talks about why organizations need to balance efficiency and humanity in customer service.
This episode of Amazing Business Radio with Shep Hyke
Delivering Consistent On-Brand Customer Experiences Every Time Featuring Greg Tucker
How Consistency and Convenience Create Loyal Customers
Shep interviews Greg Tucker, CEO, Tucker & Company, and author of Frictionless Brand Experience. He discusses the sources of friction that hinder the delivery of a brand promise and strategies for identifying and eliminating them.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
What i
“Engineering” Memorable Customer Experiences Featuring Lou Carbone, the OG of Experience Engineering
How Unconscious Experiences Shape Customer Loyalty
Shep interviews Lou Carbone, Founder and CEO (Chief Experience Officer) of Experience Engineering®, Inc. He talks about how emotionally resonant experiences create customer loyalty and distinctive brand value.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
How does emotional impact influ
How to Be Your Customer's Trusted Partner Featuring Zee Hussain
Creating Future-Focused Customer Interactions
Shep interviews Zee Hussain, Head of Global Enterprise Solutions at AT&T Business. He talks about how businesses can elevate customer experiences by anticipating future needs, leveraging industry expertise, and becoming their trusted partner.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
What
The Return on Experience (ROX) Featuring Sujay Saha
Building Customer Loyalty Through Experience and Community
Shep interviews Sujay Saha, founder and CEO of Cortico-X. He talks about how aligning customer experience with pricing and expectations drives value.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
What is return on experience (ROX) and how can businesses measure it?
How can b
How Eliminating Communication Friction Elevates Customer Experience Featuring Damon Covey
How a Unified Communication System Empowers Employees and Delights Customers
Shep interviews Damon Covey, General Manager of Unified Communications and Collaboration at GoTo. He talks about the importance of tailored, unified communication systems that reduce friction for both employees and customers.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and mo
Why Every Customer Interaction Is a Sales Opportunity Featuring Rob Jolles
Listening, Learning, and Problem-Solving with Empathy
Shep interviews Rob Jolles, keynote speaker, five-time bestselling author, and host of The Presentation Whisperer Show. He talks about the importance of authentic communication, empathy, and intent in delivering exceptional customer experiences.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
Addressing the CX Listening Gap Featuring Natalie Jackson
Using Customer Feedback to Understand and Delight Customers
Shep interviews Natalie Jackson, founder of Crescent Consultancy. She talks about leveraging customer and employee feedback to deliver exceptional customer experiences.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
What is the "listening gap" in customer experience?
How can
How AI-Moderated Interviews Expand Customer Understanding Featuring Aaron Cannon
AI-Powered, Human-Centric Customer Experiences
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:
How is AI-moderated research i
How AI Brings Customer Delight by Design Featuring John Kim
Trust, Proactivity, and AI in Customer Service
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:
How is AI transforming customer experience across different indust
Elevating Effortless Customer Experiences Featuring Jen Grant
Where Empathy Meets Artificial Intelligence in Customer Service
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:
How can bu
The No Excuses for a Day Challenge Featuring Sam Silverstein
Leadership, Ownership, and Customer Trust
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:
Why is ownership and accountability so criti
Human-Led Customer Experience in the Age of AI Featuring Jenni Hawkins
A People-First, Tech-Enhanced Approach to Customer Care
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:
How can balancing techno
How Employee Experience Drives Customer Excellence Featuring Lisa Nichols
Creating an Environment that Employees and Customers Love
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
Creating a Customer Loyalty Culture Featuring Lisa Checchio
Transforming Repeat Business into True Loyalty
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:
What is hospitality mentality, and ho
Why Experience is Everything Featuring Jeannie Walters
How Intentional Leadership Creates Customer Experience Alignment
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 m
How AI Will Save Personalization Featuring Alex Levin
The Impact of AI Voice Technology on Customer Engagement
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:
How is AI revolutionizing
The Future is AI First but Human Centered Featuring Sam Wilson
Elevating Customer Support Teams with Smart AI Integration
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:
AI’s Role in Customer Service Transformation Featuring Megan Glasow
How the Customer Journey Evolves with AI Integration
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:
Making Great Customer and Employee Relationships Stick Featuring Stephen Baer
Creating Engaged Employees and Loyal Customers
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:
How does int
How AI Can Make Customer Experience More Human Featuring Vinod Muthukrishnan
Blending AI Efficiency with Human Insight
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 a
Customer Experience Beyond Distinction Featuring Scott McKain
How CX Leaders Can Navigate the Turbulence of an AI-Transformed World
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
Thriving in the Transformation Economy Featuring Joseph Pine
Turning Customer Experience into Customer Transformation
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.
Five Must-Know AI Trends Shaping Customer Experience Featuring Michele Carlson
Closing the CX Gap with the Help of Artificial Intelligence
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 Busin
Customer Service Trends to Follow and Mistakes to Avoid in 2026
Shep Hyken’s Latest Research and Insights on Customer Service and Experience
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 ques
Transforming Customer Service into a Growth Engine Featuring Ty Givens
Why Customer Experience Is Your Hidden Profit Center
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:
How can frontline customer
How Sweetwater Creates Loyal and Enthusiastic Fans Featuring David Fuhr
Building a Culture Where Customers and Employees Want to Stay
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:
CX Strategy: Embracing Humanity at Scale Featuring Bruce Temkin
Lessons on Humanity, Technology, and Leadership from a Pioneer of Customer Experience
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:
What
Delivering the Wow in Customer Experience Featuring Richard Fain
How Royal Caribbean Creates an Unbelievable (WOW) Guest Experience
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
How to Personalize a Customer Experience Featuring Phyllis Fang
Collecting and Using Data Ethically to Create Customer Delight
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:
Start with the Customer In Mind Featuring Peter Cross
Closing the Gap Between Customer Expectation and Customer Experience
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.
Thi
What Makes Customers Trust a Brand Featuring Allyse Slocum
How Authentic Ratings and Reviews Drive Customer Trust
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 questio
How AI and Humans Can Be Better Together Featuring Amazon’s Pasquale DeMaio
From Transactional Service to Relationship Building with the Help of Technology
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 exper
Embracing AI in Marketing and Customer Experience Featuring Tifenn Dano Kwan
How are AI-powered Interactions Transforming Daily Customer Experiences
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:
What in
AI-Powered Personalization Featuring Rick Elmore
How Handwritten Notes Build Customer Loyalty in a Digital Age
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 questi
Scaling Customer Success Featuring Melissa Puls
Building Loyalty at Every Step of the Customer Journey
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 que
Happy Customers Create Happy Employees Featuring Sean Crichton-Browne
Creating an Actionable Customer-Centric Company Culture
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
Why Customers Hate You: Turning Pain Points Into Customer Loyalty Featuring Lance Gruner
How to Build Meaningful Customer Relationships by Investing in Employee and Customer Experience
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
Creating the Engagement Effect Featuring Steve Spangler
Transforming Ordinary Customer Moments into the 'Best Day Ever'
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 Amazi
How Any Business Can Deliver a Luxurious Customer Experience Featuring Neen James
Transforming Ordinary Interactions into Luxury Experiences
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 Hyke
What Good Leaders Can Learn from Bad Bosses Featuring Mita Mallick
Building Better Employee Experiences Through Leadership
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:
What impact does in
Balancing AI, Personalization, and the Human Touch Featuring Chris Koehler
How AI and Data Shape Modern Customer Experience and Engagement
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:
What defines an amazing digital customer experienc
Closing the Customer Experience Gap Featuring Jeff Rosenberg
The Five Customer-Centric Strategies
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:
What makes a successful cu
Gen Z's Influence on Customer Experience and Loyalty Featuring Craig Crisler
Community, Loyalty, and Human Touch in Customer Experience
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:
Human-Centric AI in Customer Service Featuring Nick Glimsdahl
Cultivating Trust and Loyalty in the Age of AI
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:
What is human-centric AI?
How can compan
Creating Customer Loyalty Through Relationships, Not Transactions Featuring Taylor Scott
How Internal Employee Experience Drives Exceptional Customer Service
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 m
From Customer Frustration to Customer Satisfaction Featuring Mark Rohan
AI, IVR, and the Human Touch in Contact Centers
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:
Why do many customers still prefer voice s
Creating Work Teams That Employees Love to Join Featuring Dr. Tim Currie
Transforming Transactional Employees to Loyal Teams
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:
What is
How to Operationalize Customer Centricity Featuring Dr. Jeff Dahms
Turning Customer Data into Customer-Centric Decisions
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:
How does data-drive
The Risks and Rewards of AI in Customer Service with Matt Price
Balancing AI and Human Collaboration
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:
How can
The AI-Powered Evolution of Customer Support Featuring Cisco’s Jay Patel
What's Next in AI, Self-Service, and Customer Service?
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
How Verizon Is Setting a New Standard for Customer Experience Featuring Sampath
Customer Care's Evolution From Cost Center to Profit Center
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
How Text Messaging Transforms Customer Engagement Featuring Dave Baxter
Meeting Customers Where They Want
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:
How has text messaging evolved as a preferred channel for customer co
Why Mere Satisfaction Isn't Enough for Customer Loyalty Featuring Jamey Lutz
Handling Mistakes and Exceeding Customer Expectations
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 Amazin
Adapt to the Local Culture and Create a Better CX Featuring Katherine Melchior Ray
Customer Experience as the Ultimate Global Differentiator
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 followin
Samsung's Speed, Simplicity, and Service Featuring Mark Williams
How Samsung Turns Customer Service Calls into Opportunities for Customer Delight
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 Radi
The Ecosystem of Customer Relationships Featuring Ryan Hamilton
Navigating Multiple Customer Segments, Needs, and Expectations
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 B
Why Happy Employees Mean Happy Customers Featuring Ryan Minton
How Positive Leadership Transforms Workplace Culture and Elevates Customer Experience
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.
Building Brand Reputation Through Customer Experience Featuring Ray Titus
Maintaining Consistent Customer Service Standards Across Every Location
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:
How ca
What Customers Really Expect from Brands Featuring Kenji Hayward
Building Trust with AI in Customer Support
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
All Business is Personal Featuring Joseph Michelli
When Technological Innovation Meets Human-Centered Experience
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 thr
How to Create a Winning Customer Experience with Mike Milliron
Turning Customer and Employee Feedback into a Strategy for Success
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 foll
How to Operationalize WOW Experiences Featuring Eric D. Stone
Empowering Employees to Meet Customer Expectations
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
What is a 'wow moment' in customer interactions?
How can organizations operationalize positive customer feedback?
How can an organization create a workplace culture focused on providing an amazing customer experience?
Why is it i
The Benefits of AI-Powered Customer Experience Featuring Isabelle Zdatny
The Role of Generative AI, Analytical AI, and Agentic AI in Enhancing Customer Loyalty and Experience
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
How to Get an Endless Stream of Customers Featuring Marcus Sheridan
The Four Pillars of a Known and Trusted Brand
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 que
Serving Up Elevated Customer Experiences Featuring Michael Cecchi-Azzolina
Building Emotional Connections and Customer Loyalty
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 Amaz
Building Unbreakable Customer Relationships Featuring Jason Ten-Pow
Designing Effortless Customer Experiences
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 w
Humility Leads to Customer Experience Innovation Featuring John Rossman
How to Overcome Mediocrity in Business and Customer Service
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.
AI and Customer Service Should be Boring Featuring Damon Covey
How AI Can Make Customer Service Seamless and Effortless
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:
How can businesses enhance th
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