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
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
Understanding and Meeting Customer Expectations with the Help of AI Featuring Alexandre (Alex) Hadade
How Investing in the Right Technology Can Transform Customer Experience
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 Ra
Achieving Zero Customer Complaints Featuring Bill Price
How Customer Complaints Impact Loyalty and Retention
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 rev
How AI can Transform Customer Experience Featuring Sid Banerjee
Using Artificial Intelligence to Analyze and Activate a Better CX
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 meaningfu
Uncovering the True Enemy of Great Customer Service Featuring Brian Hamilton
Building Heart-Centered Customer Relationships
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:
What is the biggest enemy of good customer service?
Making Your Company AI-Ready Featuring Simon Kriss
Future-Proofing Your Business Through AI Integration
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:
Ho
Transforming Ordinary Businesses Through Extraordinary Experiences Featuring Vance Morris
Prioritizing Customer Retention over Acquisition
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 followi
Building Better Loyalty Programs Through Great Customer Experience Featuring Aleksander Kaczmarek
Why Great Service Must Come Before Customer Rewards
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
Building Unbreakable Customer Partnerships Featuring Christoph Senn
Strengthening Business Partnerships Using the Triple Fit Strategy
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 ep
How to Create Unforgettable Customer Experiences Featuring Ronn Nicolli
How Storytelling Transforms Guest Experience
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:
What is hospit
How Government (and Any Business) Can Transform Customer Experience Featuring Gabriele Masili
Enhancing Citizen and Customer Experience through Real-Time Feedback and Personalization
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 ty
Proactive Customer Service Using Customer Feedback Featuring Michael Podolsky
How to Use Customer Feedback to Transform Your Business
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 H
Customer Experience Sells Featuring Arun Shastri
How an Amazing Customer Experience Can Be a Differentiator for Your Brand
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 custome
How to Execute the Optimal Customer Experience Featuring John Durocher
Designing Impactful Customer and Community Engagement
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 mor
The Gift of Customer Feedback Featuring Isabelle Zdatny
Gathering, Acknowledging, and Responding to Customer Feedback
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
Mastering the Customer Experience Featuring Edwin Margulies
How to Reduce Friction and Create Customer Loyalty
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:
How can companies effectively integrate new
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