How Building Resilience Can Positively Impact Customer Service  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...

How to Seamlessly Implement AI into Your Customer Support Process  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:    How does AI impact customer experience and satisfaction?  What are the key considerations for businesses when testing and implementing...

How to Elevate Customer Experience and Strengthen Loyalty  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:    What five steps are crucial for creating a five-star customer service experience?  How...

The Impact of “Customer Research” on Achieving Customer Success  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:    Why is it essential for companies to understand the specific needs of their customers?   How can unstructured data...

Embracing AI for Marketing and Customer Experience  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:    How can companies use AI effectively to enhance customer experience?  How can businesses...

How to Leverage AI and Personalization to Anticipate and Exceed Customer Needs  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:    How can technology aid in creating personalized customer experiences for...

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How can businesses create experiences that get repeat business and nurture brand loyalty?  How can businesses think outside the box to create fan-like loyalty among their customer base?  What lessons can companies learn from the legendary rock band, Van Halen, in creating loyal customer followings?  What can traditional businesses learn from innovative customer-centric strategies...

A Company Culture of Good 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:    How can a company create a positive employee experience during challenging...

Transforming Your Business and Customer Experience  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:    What is a “big bet” in business?  How does...

Identifying and Eliminating Friction for Your Customers and Employees  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...

Balancing Technology and Human Support in CX 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:   How is artificial intelligence used to improve customer interactions in contact centers? What are the challenges in finding the right balance between technology and...

The Latest Trends in Customer Loyalty Programs  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:    What are the latest trends in loyalty programs?  How has the traditional concept...

Committing to Customer Centricity  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:    What are the challenges in creating a more customer-centric...

Generative AI's Impact on Customer Service and Employee Empowerment  Shep Hyken interviews Anuj Bhalla, Founder & CEO of serviceMob, an AI-powered analytics platform that helps businesses measure and monitor their customer service performance. He talks about creating exceptional customer experiences while adapting to the changing landscape of the service industry.  Top Takeaways:    Staying ahead of industry trends involves embracing technology. Artificial intelligence (AI) plays a...

Creating a Culture of Extreme Accountability and Elite Performance  Shep Hyken interviews Art Turock, keynote speaker and author of Competent is Not an Option. He talks about the difference between the victim mindset and the accountability mindset and how they influence individual performance and shape the trajectory of one's career.    Top Takeaways:     Shep’s Comment: Some may not see this as a customer service or CX interview. I beg to differ. This is about the performance of your people....

Using AI and Automation to Create an Amazing Customer Service Experience  Shep Hyken interviews Boaz Hecht, co-founder and CEO of 8Flow.ai. He talks about the role of AI in streamlining processes and how it is changing the customer support landscape.  Top Takeaways:    AI technology is transforming customer service by streamlining repetitive tasks, saving time, and enhancing efficiency.     By learning customers’ and agents’ patterns of behavior, AI automates processes, enabling agents to...

The Trends, Do's, and Don’ts of Customer Service and Experience (CX) for 2024  In this week's special episode, Shep Hyken, customer service and experience expert and host of Amazing Business Radio shares his predictions for 2024 in customer service and experience, plus 10 things to start doing and 10 things to stop doing, with practical tips and actionable insights.  Top Takeaways:    Customers are smarter than ever before. They are judging your business based on the best experiences they've...

Understanding Customer Behavior   Shep Hyken interviews Akin Arikan, an evangelist at Contentsquare and the author of Customer Experience Analytics. He talks about the importance of using customer experience analytics to better understand and meet the needs of customers.  Top Takeaways:    The customer's perception matters most. Never assume you know what your customer wants without looking at data. Even the most passionate organizations can misinterpret customer behavior, so always rely on...

Enabling, Recognizing, and Celebrating Great Customer Service  Shep Hyken interviews David Diestel, chief executive officer of FirstService Residential. He talks about delivering exceptional service consistently, creating moments that matter, and empowering the team to provide amazing customer experiences.  Top Takeaways:    A brand is not just about a name. It’s about being united and joining together under a common set of values. It starts with leadership defining who you are as an...

How Small Improvements Create Lasting Change in Customer Experience   Steven Van Belleghem, customer experience expert and author of A Diamond in the Rough: Over a 100 Specific Tips to Build a Strong Customer Culture. He talks about how embracing effective empathy, empowering employees to make meaningful decisions, and building emotional customer relationships can transform companies into customer-centric organizations.  Top Takeaways:    The key to transforming companies into...

Create Customer Loyalty With a Personalized Experience  Shep Hyken interviews Josh Liebman, a guest experience expert and the author of The Hospitality Mentality: Create Raving Fans Through Your Guest Experience. He talks about how organizations, whether in B2B or B2C, can adopt the hospitality mindset to create exceptional guest experiences and drive loyalty.  Top Takeaways:    The hospitality mentality is a mindset that focuses on treating every customer as a valued guest, going beyond...

The Power of Google Comes to Your Website   Shep Hyken interviews Chris Blaisure, senior director of innovation and engineering at Elastic. He talks about using a Google type of search engine on your company’s website to help deliver a better customer experience and help customer support agents get the best answers for their customers.  Top Takeaways:    Businesses use advanced technology like search and generative AI to create better customer experiences. When customers visit a company's...

The Benefits of Self-Directed Customer Experiences (CX) for Customers and Agents  Shep Hyken interviews Nicole Kyle, Managing Director and co-founder of CMP Research. She discusses the evolution of self-service and digital customer service and the importance of personalization and customer control in self-service interactions.  Top Takeaways:    Self-service is becoming more than just enabling customers to attempt to resolve their own issues. Customers want a self-directed experience where...

Using Generative AI to Provide a Personalized Customer Experience  Shep Hyken interviews Richard Smullen, CEO of Pypestream, an AI-powered self-service automation platform. He talks about how automation and generative AI can enhance the customer experience and the potential for self-service interactions.  Top Takeaways:    The future of customer service is being transformed by AI-powered technologies that can automate and enhance customer interactions. Technologies, such as ChatGPT and...