Using AI to Help Human Agents Connect and Build Relationships with Customers  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:    How does modern AI enhance the efficiency of customer...

Creating a Company Identity That Transforms Customer Experience  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:    What is a brand promise?  What is the role of branding in enhancing the customer...

Building a Brand Customers Love  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:    How can a company integrate...

Leveraging Technology to Create Personalized Experiences  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:    How can businesses bridge the gap between customer expectations and satisfaction?  What role does...

Exploring AI's Role in Revolutionizing Customer and Employee Experiences in Contact Centers  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:    How can companies effectively balance customer self-service with personal interactions in high-stakes...

Transforming Customer Support with Technology and Empathy  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:    How does enhancing the employee experience contribute to a better customer service experience?  How can...

Aligning Business Goals with Customer Needs   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:    What is an OKR?  How do customer-centric OKRs help teams focus on the right tasks?  Why is it important for businesses...

How Personalized Customer Experiences Can Drive Business Growth   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:    What is true personalization?  How can AI enhance...

AI's Growing Impact on Employee and Customer Experience  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:    How is AI transforming both employee and customer experiences?  Can AI be utilized effectively in smaller companies...

The Impact of the Employee Experience on the Client Experience  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:    How does a positive employee experience translate to a better customer experience?  What are effective...

Effectively Integrating AI into Customer Service  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...

Implementing The 5 A's of Successful Customer Engagement  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:    How...

Using the Hospitality Mentality to Shape Your Company Culture  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...

Empowering Teams through Embracing AI-Driven Solutions and Customer-Centricity  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:    Why is it essential for brands to...

Seamlessly Combining AI, Human Touch, and Data in Customer Experience  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:    How can businesses effectively balance AI and human interaction in customer service?  What are the most effective strategies for...

Building High-Performance Teams through Inclusion, Diversity, and Equity   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:    How...

Tips for Training Teams with a Hospitality Mentality  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:    What does "Hospitality Mentality" mean?  What is the difference between customer service and customer...

How Connectivity Impacts Customer Satisfaction, Business Processes, and Public Safety   Shep Hyken interviews Stephen Kowal, Chief Commercial Officer of Nextivity. He talks about how connectivity can impact various aspects of customer experience, from retail experiences to public safety, and seamless experiences.  This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:    How does connectivity boost customer experience?  How does poor cellular...

Creating Authentic, Augmented, and Applied Technology to Enhance Customer Experiences  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:    How can technology be authentic and empathetic in improving the customer experience?  How can...

Tips on How to Eliminate Friction for Your Customers   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:    How can businesses identify and...

How to Get into the Customer Experience Mindset  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...

Embracing Changing Customer Needs  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:    How does Nordstrom balance tradition and...

A Good CX Starts With a Good EX - How to Create a Fulfilling and Meaningful Employee Experience  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:    How can every employee contribute to a better customer experience?  How...

How to Proactively Anticipate Customer Needs  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:    What role do perks and incentives play in driving customer behavior?  How can...